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Kiosk Troubleshooting

Alex Kirst
Updated

Table of contents

If you are having trouble understanding the language in this document, please reference the Glossary.

Common issues 

Kiosk freezing or unresponsive

Symptoms

  • Kiosk appears frozen or unresponsive
  • Interface shows 'touch shadows' but doesn't open selections
  • Green connectivity dot may still be visible, but control does not work

Check for pending system notifications or updates

  1. This can be done through the Windows Update utility.
    • Confirm you have installed all available updates.
    • Please use Windows 10 or 11 as all other versions of Windows may not be supported.
  2. Perform a Soft Restart of the Application.
    • Use the Windows Key on your keyboard to access the toolbar at the bottom of your screen.
    • Right click on the SOS Kiosk application icon.
    • Choose "Close Application", and then start the application again from your Desktop.

Clear any Ubuntu update notifications on the SOS computer

  1. We have rarely noticed an issue where notifications on your main SOS computer can cause the Kiosk software to lockup.
    • If this happens, please reboot your SOS computer and clear any notifications that may appear on your Desktop by closing the Software Updater application.
    • You may either install the recommended updates or ignore them for now, and install them at a later date.
  2. Reboot your Kiosk machine after your SOS computer has been cleared of any notifications.

Settings reset to default

Symptoms

  • Error message: "Settings could not be read, resetting to defaults"
  • Kiosk reverts to default configuration

Restore from settings backup file

  1. Locate the backup settings.txt file on your Desktop, if available.
  2. Navigate to C:\shared\sos\kiosk\config\.
  3. Copy and overwrite the existing settings file with the backup version.

Uninstall and reinstall the Kiosk software

  1. Navigate to the folder C:\shared\sos\kiosk\bin.
  2. Run the uninst.exe file to uninstall the Kiosk software.
  3. Locate your original Kiosk installation file, or contact SOS support for a new one.
  4. Reinstall the Kiosk software.
  5. Configure the Kiosk settings to match your old settings.
    • IP Address to your SOS computer
    • Username of your SOS computer
    • Password for the user of your SOS computer

Connection problems

Symptoms

  • FTP connection error messages
  • Kiosk not communicating with the SOS computer
  • Options not displaying for guest selection 

Verify both the Kiosk and SOS computer are on the same network

  1. Check the IP Address of your SOS computer.
    • Use the command ip a in a Terminal on your SOS computer.
  2. Verify your settings are correct by using the Administration Interface of the Kiosk.
    • IP Address to your SOS computer
    • Username of your SOS computer
    • Password for the user of your SOS computer
  3. Restart both the Kiosk computer and SOS computer if necessary.

For FTP connection errors: 

  1. These can be ignored if you don't use Kiosk customization.
    • If you have customized which datasets appear on the Kiosk, please see this guide for enabling FTP.
  2. Restart both the Kiosk computer and SOS computer if necessary.

Installation & setup 

Recommended specifications

  • Kiosk Computer: Windows 10/11 compatible system
  • SOS Computer: Ubuntu 16.04 LTS or higher
  • SOS Version: 5.4+
  • Network: Both systems must be on the same local network 

New installation process

  1. Ensure the Kiosk computer meets system requirements.
  2. Install Windows 10/11 on the Kiosk computer.
  3. Contact support for the latest Kiosk software installer.
  4. Ensure the computer is on the same network as the SOS computer.
  5. Complete installation with support team assistance via TeamViewer if necessary.
  6. Configure the Kiosk settings by using the Administration Interface of the Kiosk.
    • IP Address to your SOS computer.
    • Username of your SOS computer.
    • Password for the user of your SOS computer..

Re-installation after system failure

  1. Back up your C:\shared\sos\kiosk\config\settings.txt file if available.
  2. Contact support for a new installer package.
  3. Follow standard installation procedures above.
  4. Restore your backed-up settings file if available.

Performance & stability 

Best practices

  • Regularly restart both Kiosk and computer systems.
  • Monitor for pending system updates.
  • Keep a backup of your C:\shared\sos\kiosk\config\settings.txt file.
  • Schedule maintenance during off-hours.
  • Document any custom configurations.

Crash prevention

  • Maintain regular system updates.
  • Clear pending notifications promptly from both the SOS computer and Kiosk computer.
    • Install the pending updates or close the Software Updater application for a later install.
  • Monitor system resources using the Task Manager.
  • Perform regular maintenance checks on storage space.

System updates 

Update guidelines

  • Schedule updates during off-hours.
  • Test system functionality after updates.
  • Clear update notifications promptly to prevent system lockups.
  • Maintain documentation of update history .

Update-related issues

  • Pending Ubuntu updates can cause system lockups, be sure to clear them.
  • Update notifications may need manual clearing on both SOS and Kiosk computers.
  • System may require reboot after updates .

Configuration & customization 

Custom settings

  • Maintain backup copies of all custom configurations.
    • These live on the SOS computer, under the /shared/sos/kiosk/ folder.
  • Document any changes made to default settings.
  • Test customizations in a controlled environment first, rather than on your live system.
    • Connect your SOS machine to a separate Windows 10/11 computer with the Kiosk software installed.
      • It does not need to be touchscreen, any configuration should do.
    • Load your customizations to this separate machine first.
    • See our Kiosk Customization Guide for more information.
  • Keep track of file locations for custom content.

Language support

  • Right-to-left language support requires special configuration.
  • Contact support for specific language customization needs.
  • Custom translations may need additional setup.

Contacting support

If issues persist after trying these solutions, contact SOS support at sos.support@noaa.gov with the following information:

  • SOS version number
  • iPad app version number
  • iOS version
  • Detailed description of the issue
  • Screenshots if applicable
  • Steps already attempted to resolve the issue

For urgent hardware issues:

  • Document specific error messages
  • Provide system specifications
  • Include recent system changes
  • Prepare TeamViewer access capability (if available)

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