Ticket ID: 24124 Creation Date: 3/16/2018 9:29 AM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 9.2.3595 Language: English
Views: 33872 Last Modification Date: - Platform:
Level: Closed Modified By: -

Support Request: Sound not working when using Chrome engine

Description

I have trouble getting the Chrome engine to produce sound under SiteKiosk, despite the fact that I have set the Chrome default volume to 100%
Sound Works fine with IE engine, but it is not an option for us to change to this renderer, as it does not work correctly with touch enabled devices...
Sound also works fine directly in the Chrome browser...
I have tried installing a codecpack as described on this support site, but to no avail.

The site I have to show is "tollundmanden.one", and the offending video resides on Vimeo and the embed code is found VIA the head of the bog body above the label "See Tollund Man alive". the video with sound is the 2nd ( below the paragraph starting with "See the clip about the reconstruction process...").

Answer: (6)
Re: Sound not working when using Chrome engine 3/16/2018 9:33 AM
Additional info: we use version 9.2.3595
Re: Sound not working when using Chrome engine 3/16/2018 10:23 AM
Hello,

The video with sound on http://tollundmanden.one/ works without any issue when using the most current SiteKiosk Version 9.6. Therefore it seems that these videos use AAC or MP3-encoded audio.
For licensing and legal reasons AAC- or MP3-encoded audio was not supported before SiteKiosk version 9.3.

You need to update your SiteKiosk installation and check again or switch to an IE based skin (e.g. Metro IE).
SiteKiosk 9.3 can be downloaded here:
https://www.provisio.com/en-GB/Downloads/VersionHistory.aspx?Product=SiteKiosk

Please note:
Updates are for free to all SiteKiosk versions that are published within 12 month after purchasing the license. If you want to update to the most current version 9.6 your license is not valid anymore.
But if required you can order an update license though our web shop on www.provisio.com (https://www.provisio.com/en-GB/Shop/Shop.aspx?GroupIdx=9) or with sending an e-mail to sales-europe(at)provisio.com (where you also can ask for an offer first).

You also can test everything before purchasing any license (e.g. on a separate computer).
Please find the download of the most current SiteKiosk version here:
http://www.provisio.com/en-GB/Downloads/Download.aspx?ItemId=1
System Requirements: http://www.provisio.com/en-GB/helpconsole/SiteKiosk%20Help/en-US/default.htm?system_requirements.htm

Regards,
Michael Olbrich
Re: Sound not working when using Chrome engine 3/16/2018 11:26 AM
Thank you for the quick answer!

Originally the license was purchased by the Company that sold us the machine, and the original License key is therefore not registered under my account.
-Is it necessary to log in as the original license holder to be eligible for the upgrade?
Re: Sound not working when using Chrome engine 3/16/2018 11:28 AM
Hello,

Then you can create a new customer account for ordering the update or send an e-mail to sales-europe(at)provisio.com with your license information.
You just need the license name and license code for purchasing an update.

Regards,
Michael Olbrich
Re: Sound not working when using Chrome engine 3/16/2018 11:41 AM
Ah. Great!

I'm not sure the original login data even still exists, but luckily the user name and license code can easily be accessed in the top right corner og the settings window :-)

Thanks for the provided Information!

Kaj
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