Difficulty: expert

Content

1 FAQ
2 Troubleshooting

Learning Objectives

After reading this article, you’ll be able to:

Troubleshoot issues on Kiosk App

FAQ

Network related questions

Port 80 is used for HTTP
‪Port 443 is used for HTTPS

Workplace API and all apps/touchpoints communicate over https i.e. 443 should be good enough.

‪

Specific to Qbic devices -> The device control platform (1st Device Control tab, specific to Qbic) communicates to the Qbic devices for hardware control over http (port 80). This is just how Qbic exposes the API, so we can't change that. If port 80 is not available, Qbic remote hardware management won't work. This is also the reason why Qbic hardware control is only available for PCs inside the same network. It's an additional security condition so that external devices don't access the Qbic API over http.

In order to push configuration to QBIC devices from within Device Control: ports 80 + 443 need to be open.

If you do not want to use Device Control to push configuration (no Qbic but standing kiosk; or you don’t want to scan Qbic devices in Device Control): from a pure Workplace perspective, only port 443 is needed. Yet generally PCs/devices all do have port 80 open for web communication from other apps/services, so we're not sure what impact closing it might have.

‪Small example: if currently you enter Workplace on your browser, you are automatically redirected to httpS://go.cobundu.com/ -> you asked for an insecure URL, but either the application or the browser automatically redirected you to the secure one.

‪On the other hand, if port 80 was disabled, your http request might just show an error "connection refused" on the browser - and not redirect anymore, because port 80 could not capture your request

Kiosk app reaches out to

On QBIC TD-1070, go to Settings > About Device and change the “Device Name”.
In Device Control, change the Device Name to reflect the value on the device.
From Device Control, push the settings again (without this step, Device Control will overwrite the Device Name to factory settings)
Reboot the device

Hardware related questions

Yes, you can install the app on any other tablet device, as long as it runs the latest OS versions of iOS, Android or Windows. Other Operating systems like Tizen are not supported.

NOTE: Workplace Platform only supports following functionalities on QBIC devices:

LEDs for room/booking status
NFC to login
Remote Device Control

Firmware and hardware troubleshooting is not offered by Spacewell.

The QBIC TD1070 model comes in 2 flavors:

TD1070 (default device in Spacewell Hardware Catalogue): only supports frequency 13.56MHz.
TD1070H: supports frequencies13.56MHz, 125Khz or “13.56MHz and 125Khz”

Check the tag/card specifications to know more about the protocol they are using and compare with below NFC compatibility list.

Example of a possible tag, using 125 KHz protocol

Of below NFC compatibility list:

the entire table is supported by the TD1070H
the lines with mention of HiD are not supported by the regular TD1070.

Be sure to check question “How can I use the NFC functionality?”

QBIC Operating system

Logo/Video Best Practices

Device Control use

Kiosk app

Troubleshooting

The Device Control Platform is a good place to start troubleshooting. When the device is not able to connect to the Platform (device is “offline”): troubleshooting on site seems to be the only possible option.

When troubleshooting, it’s advisable to take note of the app version, profiles and themes. We recommend to take a screenshot of all the error screens you encounter in case our support team is helping

The most common error is related to devices going offline

A Room Display can go offline due to multiple reasons. The below table lists the most common scenarios, how the app reacts to each, and whether a manual intervention is needed to bring it back online.

Offline scenario	Point of failure	Recovery mechanism	Requires manual intervention?

Offline scenario	Point of failure	Recovery mechanism	Requires manual intervention?
Internet/network connection lost	Network/hardware/ISP	Kiosk re-checks for connectivity iteratively until a successful connection is established.	No
Scheduled off/on times on Qbic	Device	Kiosk re-connects automatically when device switches on	No
Workplace API not reachable/Workplace down	Workplace back-end	Depending on the kind of error received, the Kiosk re-checks for service availability iteratively until a successful connection is established	No
Device account disabled	Device account A device account can get disabled in the below cases: Manually disabled in Studio by an administrator (for example in case of a security breach). As this is a manual intervention, this is not a concern. Device tries to login with invalid credentials multiple times. This should be properly handled in the app.	Automatic recovery not possible. An admin needs to enable the device account in Studio. The app navigates back to the Wizard screen and does not recover.	Yes; An administrator can login into studio and re-enable the account. The app will reconnect automatically at the next attempt.
Device account – password changed/ needs to be changed because it has expired	Device account A device account password can expire or change in the following ways: An administrator changed it explicitly by logging in to Go or Studio with the same account. The “must change password” or “Force all users to change password” option was triggered in Studio. The “maximum password age” has elapsed.	Automatic recovery not possible. An admin needs to change the password and push new credentials. The app navigates back to the Wizard screen and does not recover. If "Allow Kiosk to manage it’s own device account" has been enabled in the past, then the issue should not occur.	Yes, although “Allow Kiosk to manage its own device account” is available under Device Control > Settings.
Captcha input requested by server	3^rd party service (ReCAPTCHA)	Captcha input is mandated when there have been too many attempts to login with invalid credentials within a short duration. This, in a way, relates back to the previous scenario. As Captcha input is needed at an IP address level, it needs to be performed on the Device only.	Yes
Device account deleted	Workplace back-end	Cannot be recovered automatically. A new account should be created, and the app should be configured again.	Yes

Other common errors and solutions are shown in the table below

Error	Troubleshooting

Error	Troubleshooting
The QBIC lights are no longer working
Error in the last configuration download (e.g. room pictures failed to download and the live device is showing the fallback background option)
I changed the name/image of a room and I don't see it being reflected in the Room display
‪The text is too small on the app: How do I make it larger?
The time / clock in the app is not correct for the location
“unlock screen: type your password”
“unable to get bookings”
“please help us identify, are you a robot?”
“ account is disabled”
Code “XML not installed correctly”
“Fail to play, invalid URL”
“This device is already registered with another account”
“ Configuration not found. Please configure the device”
The device goes offline
The device is rooted	Kiosk app is not able to run on rooted devices. If this message appears on a QBIC device, contact Spacewell Support.
“Network is unreachable“	Make sure Private DNS is turned off in Android Network Settings depending on the chosen network settings Go back to the QBIC start screen (with the 4 tiles), check if a network connection is indicated In “Content”: type https://devicecontrol.cobundu.com/ (for the kiosk app to work, access to specific URLs is required, see Room Display FAQ and troubleshooting \| Network related questions on top of this page) to check if you’re able to reach the internet Check the network and potential whitelisting
The device goes offline
The device is rooted	Kiosk app is not able to run on rooted devices. If this message appears on a QBIC device, contact Spacewell Support.
“This device has not been setup”	After resetting an ELO kiosk to factory settings, instead of showing the option to select eloview kiosk mode versus the android home page, the device might state it’s not been setup. We found following these steps helped to solve the issue: Switching EloView between Kiosk and Android Mode
Android Home screen	Settings > Player Settings > Switch to Native Android Mode: setting should be OFF =disabled Settings > Default Home App: select QuickLauncher
Kiosk app not launching after having configured URL	See Device Control for QBIC \| Good to know

Couldn’t find your error in the table above? Then try to empty the cache of the device:

Go to the device and close the Kiosk app. Go to settings > advanced settings > apps > kiosk > "clear Cache" and "Clear data"
Go back to the home screen on the display and launch the Kiosk app (if needed reboot the device)
Once the Kiosk app is launched, on Device Control Platform, scan for the device on "Qbic devices" tab.
Reconfigure the device with location, profile and theme.

Nothing worked? Then try a tabula rasa and clean install

On the Device Control Platform, unlink the device
Reboot (on device or through Device Control)
Go to the device and close the Kiosk app. Go to settings > advanced settings > apps > kiosk > "clear Cache" and "Clear data".
Factory reset the Qbic display
In display settings: Check date/time toggle to “take from server” (Time server set to time.google; Time zone set to relevant time zone)
In Studio: disable+enable user + reset password
Device Control Tab Qbic Devices > IP scan: install latest version of the app (through “remote upgrade XML”) + config push
Device Control Tab Devices: link devices

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Workplace Knowledge Base (support.spacewell.com)

Room Display FAQ and troubleshooting

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