Troubleshooting: Content isn't loading or displaying correctly in Kiosk Pro

There are several things that can prevent Kiosk Pro from successfully showing content, which we've outlined below along with steps to troubleshoot each type of error.

Blocked Requests

The first place we start when troubleshooting problems with sites being displayed in Kiosk Pro is checking to make sure that the page is not being blocked through the Allowed Domains and/or Restricted Domains settings.

The Blocked Request Log allows you to easily check to see if a specific page is being blocked by showing all web addresses that have been blocked in the past 24 hours.

Some sites use automatic redirects which are screened by the Allowed Domains list as well; by checking the Blocked URL Log, you can see if and how the page is redirected and then make the appropriate additions to the Allowed Domains list.

If the page is serving individual pieces of content (like a video or an advertisement) on the page from another domain and these are being blocked, these URLs will also be shown in the Blocked Request Log. You can either add the necessary domains to the Allowed Domains list or turn off the screening of embedded content through the setting ' Apply Restrictions to Embedded Content' (available in all paid versions).

File Not Found

If Kiosk Pro is not able to find the content you are directing it to, it will display an error screen titled "File Not Found", as shown below.

To troubleshoot this type of error:

• Check for typos in your Homepage setting or the URL/file path that causes the error to appear.
• If the content is being stored locally on the device, you can check to make sure that it has transferred and is in the correct location by going to the Local File Directory setting in Kiosk Pro to see a list of locally stored files. Make sure that the file path to your homepage matches what is shown in this list.
• If using a local file, make sure you aren't using a domain name as a file or folder name. For example, don't name a local file "website.com/index.html".
• If using a webpage or remotely hosted file, try opening the URL in mobile Safari to make sure the server is online.

Invalid, Expired, or Self-Signed Security Certificates

On iOS/iPadOS, invalid, expired, and self-signed security certificates are all considered untrusted. Kiosk Pro is based on Apple's WKWebView browser, which is built into the iOS operating system. WKWebView allows you to bypass authentication of security certificates on a case by case basis through a ‘Continue’/’Cancel’ popup.

Using the Allow Exceptions to HTTPS:// Security Protocols feature in our Basic, Plus, and Enterprise versions, you can change the way Kiosk Pro handles these types of security certificate errors. You can choose to automatically bypass authentication without showing the popup, or never open a page with a security certificate error.

If you don't want to automatically bypass authentication or show the popup, you'll need to place your webpage on an unsecured server (one with an http:// prefix) or provide a trusted security certificate.

You can confirm the problem (and get more details about what is going on) with the certificates on your site by visiting the site in another browser. If you have visited the site previously in this browser and accepted the untrusted certificate, you will have to clear the previous exception to view the error (which is not currently possible in mobile Safari).  In Firefox desktop, you can do this by going to Options > Advanced > Encryption > View Certificates > Servers and find your site in the resulting list, highlight it, and 'Delete'. You can then navigate to the site in the Firefox browser again to trigger the certificate error.

Incompatible or Inaccessible Content

If the page is still not loading correctly, we recommend testing the page in the mobile Safari app on the same device to make sure that your and that there are no external issues that are preventing the content from loading, such as:

• content that cannot be run on iPad - for example, Flash-based websites or videos with an incompatible filetype
• network errors preventing access to the page - for example, the domain used is blocked on the WiFi network the device is connected to
• a website that automatically redirects any traffic coming from an iOS device to their native iOS app

If you continue to see problems displaying specific content after following these steps, just let us know and we'll be happy to help you troubleshoot further.