14. Troubleshooting Issues

UI

With some high resolution touch screens, click events from a mouse are not registered if the Scale and Layout display setting is set to greater than 100%.
Workaround is to hold the right mouse button to ensure the left button click is respected.

Physical Input Devices

Customers have reported some localization issues with older versions of Windows 10 and physical input devices (e.g. keyboard, mouse, etc...).
If you experience these issues, please try updating the system to see if it resolves the issue.
If the issue persists, please contact Customer Support.

License Activation

If online license activation does not work through a proxy server, ensure the WinHTTP settings are configured.
First, proxy settings should be configured in Internet Explorer.
Then, open a command prompt as Administrator and run "netsh winhttp import proxy source=ie".
Kiosk should now be able to route the license activation through the proxy.

Joining a Hardware Kiosk to a domain

In some cases, joining a Kiosk to a domain will fail.
The Netlogon service fails to start with error: "Windows could not start the Netlogon service on Local Computer. Error 1058...".
Verify if any recent network settings have been modified.
Restart the system to ensure network setting changes have been correctly applied and the Netlogon service can start as expected.

Generate Support Package

A support package contains essential information regarding the operating system and OPSWAT software found on the machine.

Content of the support package

The support package contains the following elements:

  • configuration files

  • log files

  • system information

  • directory and files information

  • registry key configuration

Creating the package

Log into the Management Console as an Administrator.
Navigate to the Logs section.
Click Export verbose log package to download the support package.
Provide the package when contacting support for any issues with MetaDefender Kiosk.

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