Indoor Viewer Not loading on a Kiosk

[KevinDohner]

Hello, this might be super specific, but I have an Indoor Viewer app that we are trying to get loaded onto a kiosk in one of our buildings. The app seems to work fine in browsers. Our kiosks use different "players" for a system called Korbyt, and the app seems not to be loading on players that are KDA-Virgo. Hard to explain, but what happens is when the app is loaded, the map loads for a split second, then where the map should be, is just white space. The rest of the app loads, buttons, categories, routing capabilities, etc, just not the map itself. When given the logs from the device, it looks like it mainly just says it can't load the layers, and then also gives a message saying "Startup error: [object object] and then references a js file. I have attached images of the logs and messages. Also, the app displays the message about rotating the device to landscape mode, but the screen it is loading on is already landscape, and the app itself is definitely wider than it is taller, so it should be landscape.

The errors in the device logs don't match any server logs from our Portal so it looks like it is specific to the device. Does anyone have any ideas on what is happening?

[MollyE]

I'm not sure if this is the problem you are having but it sounds similar to one we have dealt with recently.

Do you know if the device is using just the base Indoors viewer url (something like https://your-organization.maps.arcgis.com/apps/indoors/kiosk.html?appid=2a05b2633e684d36a2d7375119238f40) or is it more specific with a lot of other text behind that url?
We have most of our kiosks just set to the base url and then set a home location to have it pop up with the You Are Here star, but we do have one device that is a different make/model and that doesn't work with it for whatever reason, so we have the full, super long URL that contains xy coords, layer ids, etc. And for some reason, those layer ID's will change (not sure why this happens, we aren't switching layers in the map or anything) and the link sort of break. It will still load the page and the Viewer UI but our map layers do not load. You could try switching out the URL to an updated one if this is the case.

No advice on the landscape mode message though, sorry.

[GunnarKennedy]

That is odd. I know if you follow the instructions on ESRI Documentation on how to set a "You Are Here" the link that gets copied from a feature is super long and has those xy coords and layer visibility info, but I removed most of that as it seems like you really only needed the feature info. I will give that a try though and see if that does anything.

[GauravJobanputra]

Hello @MollyE, thanks for sharing observations from your deployment. Can you share some details about the one kiosk device where the app doesn't work as you wish? Maybe the details below could be relevant.

Hello @KevinDohner, thanks for including details about the 'player'. I looked up KDA-Virgo (https://kb.korbyt.com/article/kda-virgo-players/). If that's the correct product, then I noticed that it runs Android OS and that could be one step towards resolving this issue. The next fact you mentioned about changing device orientation to landscape makes me more confident about my analysis.

Indoors Viewer is a responsive app and conforms to the form factor when opened on the browser of a mobile device. I have mostly seen large touch screen kiosks running Windows OS so the app (Viewer or Kiosk) opens just like it would on your work laptop/desktop however, if you open the apps on a browser on your mobile device then you will see a different layout (more suited for the smaller screen). From your message above, it seems that the app thinks it is being opened on an Android device even though it is not a mobile device but a 'player'. You will notice the same message if you open the Kiosk app URL on an Android mobile phone browser. One suggestion I can give you is to check if the browser in your player has a 'Request Desktop Site' option - all mobile browsers have it. If yes, then you can select it and see if there is any success. Eager to hear your response. Also, pls mention if you are on ArcGIS Online or Enterprise (which version).

[KevinDohner]

That explanation makes sense and does explain some of the odd behavior, such as UI Elements and the Change Orientation message. I checked the specs on one of the other types of "players" that it does work on and it was using Windows as the OS. Unfortunately, that option doesn't exist on that player, or it is hidden to the user so the people in charge of the displays are going to reach out to the company and see what can be done. Thanks for the suggestion as I do think that is the issue.

Also, we are using Enterprise 11.4

[GauravJobanputra]

Thanks for posting an update @KevinDohner. I've included a screenshot from an Android phone (Google Pixel 9) showing the option in the Chrome browser if it helps.

[GauravJobanputra]

@GunnarKennedy a quick way to set 'You are Here' for the Indoors Kiosk is to simply open the Viewer app on the Kiosk device, select the location you desire on the map,  and select 'Set Home' from the info card. Now open the Kiosk app url and you will see the map centered to your selected location along with the large star icon. The Share button URL is also useful but yes, it does include more information in the URL which may be unnecessary.