Troubleshooting
Support Package
A support package contains essential information regarding the Kiosk system operation. For any issues encountered with the Kiosk, please generate a support package and provide it when reaching out to Customer Support.
Creating the package
Prepare a USB with a folder named
Gather OPSWAT support packageat the root directoryInsert the USB at any time after the UI is up (after the splash screen and not during a running scan)
- The splash screen is the page displayed when the Kiosk is booting up and the text
OPSWAT MetaDefender Kioskis displayed in the center of the screen.
- The splash screen is the page displayed when the Kiosk is booting up and the text
Wait at least 5 minutes or (if your USB has an activity light) wait until the USB activity light stops flashing
Unplug the USB
Successful package creation will generate 2 files in the Gather OPSWAT support package directory:
MK5-SupportPackage- the full support packageMK5-SupportPackage.sha256- hash of the support package to ensure completeness
If any file is missing or the hash does not match the package, reattempt the process again until successful.
It is recommended that the USB used to retrieve a support package be formatted to anything other than FAT32.
In rare cases, a support package may grow larger than 4GB and may result in failure to obtain the package due to exceeding the file size limitation of FAT32.
System Reset
To reset Kiosk back to allow reconfiguration:
- Hold down the power button to shutdown the system
- Connect a keyboard to the system
- Turn the system on
- Hold down
LEFT-SHIFT + LEFT-ALT + F9when the Kiosk text is displayed (the splash screen):
- Continue to hold down the keys until the system reboots itself
- Upon a successful reboot, the language selection menu will be displayed
Do not hold down the Right-Shift or Right-Alt keys.
Do not hold down the keys before the splash screen is displayed.
Failure to adhere to the specified process will not result in a successful reset.
Vault Connection
When configuring a MetaDefender Vault for the Transfer-Vault mode, there are two areas to ensure the configuration was successful.
For any failure cases, check the Kiosk's Vault configuration if the url is correctly typed, the Kiosk has access to the url or the apikey has admin permissions and not expired.
Kiosk Linux dashboard in Central Management
In Central Management, Dashboard -> MetaDefender Kiosk Linux, in the Resources column that displays the connected instances, the system indicator will continue to show Optimized if connection was successful or Not Good if connection failed.
Kiosk Linux Info display
Touch the OPSWAT MetaDefender Kiosk logo at the bottom-middle of the screen. A window will display the details of the Vault connection. An error message will be displayed if the system cannot connect to Vault. If the connection is successful, a product version will be displayed.
For a direct connection to Vault, MetaDefender Vault Version will be displayed:
If a MetaDefender NetWall is detected, the NetWall version will be displayed:
