Operations · Troubleshooting

Operations

Troubleshooting

Symptoms you may see on a kiosk, what causes them, and how to fix each one.

Where the logs are

SimLock writes every notable event to the activity_log table in C:\ProgramData\SimLock\customers.db (columns ts_utc, event_type, message, severity; the newest 500 rows are kept). The easiest way to read it is the Admin panel: Dashboard → RECENT ACTIVITY shows the latest 25 entries and refreshes every 5 seconds. Event types worth knowing: customer.lookup, customer.arrived, session.launch, session.stop, session.ended, reservation.launch, lockscreen.relock, maintenance.end, uneekor.configure.

When you contact support@neutrocorp.com, include the version from the Admin header (Version X.Y.Z), the time of the problem, the activity entries around it, and what the golfer saw.

Calendar sync shows "ok · 0 events" and reservations never trigger

This Bay is not selected. Checked calendars under the cross-bay list sync customer records only; reservations on this kiosk follow the This Bay (triggers reservations on this kiosk) drop-down. Pick the bay's calendar on the Calendar tab, click Save, then Catch Up Now. On current builds the warning 'This Bay' is not selected — reservations will NOT lock/unlock this kiosk appears when you sync without it, and a status such as partial: 1/3 calendars failed — ... or error: no calendars selected tells you what went wrong.

The lock screen did not come back

  1. Maintenance mode is active. A successful Manager Override unlocks the kiosk indefinitely. Right-click the tray icon and choose Launch Lock Screen (admin password) or End Maintenance Mode, or click Lock Kiosk in the Admin header.
  2. The Monitor is not running. No tray icon means nothing will relaunch the lock screen. Start SimLock Monitor from the Start menu; the installer's Start SimLock Monitor with Windows option keeps it running after reboots.
  3. Process Monitor mode: the lock screen launches when the monitored process starts. If the software was already running, close it and start it again.

Lock Kiosk or Launch Lock Screen does nothing

During an active session the lock screen is hidden, not closed, and only a launch carrying the --relock flag wakes it. Lock Kiosk in Admin and Launch Lock Screen in the tray both pass it; any other launch is a silent no-op by design. If those buttons still do nothing, you are on a build older than 2.10.5. Update.

The Start screen reappeared right after the customer tapped Start

Fixed in 2.10.7: the Monitor launched a second lock screen a second after Start and woke the hidden one. Update, then check the log: reservation.active ... (lock screen already running) is the correct behaviour on current builds.

A thin sliver of the lock screen sits at the bottom-left of the desktop

The hidden lock screen was minimized instead of hidden. Fixed in 2.10.7; update.

A returning golfer was shown the tutorial video

The lookup that decides new versus returning goes email, then phone plus name, then name only. The customer.lookup line in the log shows what the booking carried and the verdict (NEW or returning). Common causes:

  • The booking title carries a location suffix, such as Claudio Solaiman Stratford, so the name does not match the stored Solaiman. On the Calendar tab enter the suffix in Words to remove from customer names (comma-separated, e.g. Stratford, Bay 1) and click Save. New syncs strip it, and saving also cleans the names already stored.
  • Visits is 0. On the Customers tab select the person, click Edit and set Visits to 1 or more, or click Mark All Returning to do it for everyone.
  • Duplicate rows created before the name fallback existed. Delete the stray zero-visit rows with Delete.

The golfer was greeted with the wrong or an odd name

Same cause as above. Use Words to remove from customer names, then correct the record under Customers → Edit.

The tutorial video does not play

The lock screen plays only the local file in Video → Local Video Path. If that file is missing the video is skipped and the customer goes straight through. To get a file, enter the link under YouTube Video URL and click Download Video from URL. SimLock fetches yt-dlp, ffmpeg and the Deno runtime into C:\ProgramData\SimLock and saves C:\ProgramData\SimLock\Videos\tutorial.mp4; this needs an internet connection. If Error downloading video: ... keeps appearing, delete deno.exe and ffmpeg.exe from that folder to force fresh copies (yt-dlp is refreshed on every download).

The Uneekor tile is never clicked

The log says CDP unreachable at 127.0.0.1:9333. The Uneekor Launcher is running without its debug port. On General click Test Connection, then Configure Launcher…. If the Launcher is opened from a desktop shortcut that points straight at UneekorLauncher.exe, it comes up without the port; point the shortcut at Tools\launch_uneekor.cmd. A reboot also clears a stale port setting left in Explorer's environment. Full details: Launching the session app.

Connect Google Account fails

  • Failed to connect: ... — the sign-in did not complete. Try again and finish the browser consent flow.
  • Not connected. Click 'Connect Google Account' first. — tokens are missing (for example after Disconnect). Reconnect.
  • Sync status error: no Google credentials — no client is available. Either leave the Advanced boxes empty to use SimLock's built-in client, or fill in both Client ID and Client Secret; one on its own is ignored.
  • Using your own Google Cloud project with the consent screen in Testing gives refresh tokens that expire after 7 days, so the kiosk disconnects weekly. Publish the consent screen.

Manager Override relocks after a few seconds

The Monitor's calendar poll was overwriting the maintenance flag. Fixed in 2.8.3; update.

Locked out of the Admin panel or settings reverted to defaults

Builds before 2.6.8 could wipe config.json during a save, resetting the admin password to admin123 and the unlock code to 1234. Use those defaults to get back in, then update.