Troubleshooting Instructions

Collect App Logs

If the Kiosk app is not working correctly, share the files below with IDmelon support:

C:\Users\kioskUser0\AppData\Local\Packages\Hellokey.45853B8ADE74A_kxcedb3gts26c\LocalState\app_logs.log
C:\Users\kioskUser0\AppData\Local\Packages\Hellokey.45853B8ADE74A_kxcedb3gts26c\LocalState\extension_version.xml
C:\Users\kioskUser0\AppData\Local\Packages\Hellokey.45853B8ADE74A_kxcedb3gts26c\LocalState\configs.xml
C:\ProgramData\IDmelon\Accesskey\service_logs.log

FAQ

Windows 10 and 11 x64 (Build number 1809) and later.

Microsoft Edge WebViewCore 131.0.0.0 and later. (Located on C:\Program Files (x86)\Microsoft\EdgeWebView)

  • Make sure the Accesskey service is running with the following command:
    accesskeycli status
  • Make sure the workflow is configured correctly with the following command:
    accesskeycli workflow-automation
  • Make sure the card is assigned to the user with the following command:
    accesskeycli health-check
  • Make sure the Web Login Extension is enabled by checking the app configuration at the following path:
    C:\Users\kioskUser0\AppData\Local\Packages \Hellokey.45853B8ADE74A_kxcedb3gts26c\LocalState\configs.xml
  • Ensure the extension was downloaded and installed correctly by checking for the file
    C:\Users\kioskUser0\AppData\Local\Packages \Hellokey.45853B8ADE74A_kxcedb3gts26c\LocalState\extension_version.xml.
  • If you have set any URL other than https://myapps.microsoft.com as Kiosk URL, make sure the SelfService option is set as true in the kiosk configuration in the following path:
    C:\Users\kioskUser0\AppData\Local\Packages \Hellokey.45853B8ADE74A_kxcedb3gts26c\LocalState\configs.xml

Make sure the server addresses are set correctly if you are using a dedicated system (on-premises):
accesskeycli server-address
By checking the server address set in the kiosk app configuration: C:\Users\kioskUser0\AppData\Local\Packages \Hellokey.45853B8ADE74A_kxcedb3gts26c\LocalState\configs.xml

To enable this feature:

  • Log in to the IDmelon admin panel and get the self-service URL from the following path:
    Security Keys > Workflows > Self-Service Actions
  • Enter the following command in a PowerShell:
    accesskeycli self-service-link -s [Self-Service URL]

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