5 Troubleshooting and known issues

This section contains information about troubleshooting and known issues.

5.1 Troubleshooting

Inserting an unknown card type causes the Kiosk to fail

If you insert an unknown card type, and the Kiosk appears to stop working, it is possible that an error window has opened behind the Kiosk window. See the Error when unrecognized card is inserted entry section 5.2, Known issues.
You do not have sufficient privileges to perform this operation

When inserting either a known or unknown card, you may see an error similar to:

You do not have sufficient privileges to perform this operation

This is because you do not have access to the workflow. Make sure that the Server Credentials role has access to the Request Derived Credential workflow.

5.1.1 WebView2 cache location

When you are using custom hosted pages, the WebView2 component creates a local cache when initialized. This cache is configured to be written to the following user-specific folder:

%localappdata%\Intercede\MyIDSelfServiceKiosk\WebView2Cache

The Kiosk clears this cache both on entry and exit of stages hosting custom web pages – this is the standard behavior of the Kiosk, and requires no additional configuration.

By default, Windows allows read/write access to the %localappdata% folder by the corresponding owner (that is, the user to which is belongs). If the Kiosk cannot write to this location. the WebView2 component will fail to initialize.

5.2 Known issues

Cannot run the Self-Service Kiosk if MyID is open in a browser

You cannot run the Self-Service Kiosk if you have an Internet Explorer window open at the MyID web page. This is because both the Self-Service Kiosk and the MyID web application conflict with each other over card transaction locking.
Cannot choose a card in the Self-Service Kiosk

If you have more than one card reader, the Self-Service Kiosk does not allow you to select which reader to use. If you have unissued smart cards in more than one reader, and are collecting a card issuance job, the Self-Service Kiosk will select one of the cards without any user intervention.
Self-Service Kiosk and Virtual Smart Cards

The Self-Service Kiosk does not currently support virtual smart cards. If you want to use virtual smart cards with the Kiosk, contact customer support for more information.
Compatibility with previous versions of the biometric components

There is no backwards compatibility with older version of the MyID biometric components. A future release will provide backwards compatibility.
Timeout after installation

If you access the Kiosk after the web services have been installed on the server, you may experience a timeout that prevents the Kiosk from operating. This is caused by the processing required by the web services when they are first accessed.

As a workaround, you can access the web service page using a web browser before attempting to use the Kiosk. Access the following web page:

http://myserver/myidprocessdriver/processdriver.asmx

where myserver is the name of the web services server.
Error entering multiple lines of text for replacement card reasons

When requesting a replacement card using the Self-Service Kiosk, you are prompted to enter a reason for the replacement. If you enter multiple lines of text, an error is displayed. As a workaround, enter a single line of text.
Truncated text at low screen resolutions in Self-Service Kiosk

If you run the Self-Service Kiosk at a screen resolution of 1024x768, some text may be truncated. As a workaround, run the Self-Service Kiosk at a resolution of 1280x1024 or 1920x1080.
Error when installing

You may see an error similar to the following when installing the Kiosk:

Error 1301. The installer has insufficient privileges to access this directory:
C:\Program Files (x86)\Intercede\MyIDSelfServiceKiosk.
The installation cannot continue. Log on as an administrator or contact your system administrator.

You do not need to have administrative privileges to install the Self-Service Kiosk. However, you must make sure that you have the correct permissions to install software to the folder you have selected; for example, your system administrator may not permit you to install software to the default folder. In this case, choose a different destination location during the installation process.
Problems collecting or updating cards

If you experience problems when collecting or updating cards, try increasing the Certificate Refresh Threshold option on the Certificates tab of the Operation Settings workflow to a higher value; for example, 45.

This problem may manifest with an error similar to:

One of the certificates that have been requested for you has failed to issue. Please contact your administrator.

Note that the certificate may have issued correctly even though the card update has failed.
Enter PIN twice for card update and certificate renewal jobs

If you have terms and conditions enabled for the credential profile, and the Terms and Conditions During Device Update configuration option is set to Yes, you are required to enter the PIN both before the terms and conditions are displayed and after accepting the terms and conditions.
Cannot process any jobs until a VSC job has been collected

If a user has more than one job to be collected, and one of them is a Virtual Smart Card (VSC) job, you must collect the VSC (for example, using the Self-Service App) before you can process any of the other jobs.