Using Reverse Access to interact with an Acquire Player causing the Window Logon Screen to appear

Question:

When using Reverse Access to connect to an Acquire Player, the PC displays the Windows Logon screen when clicking the Watchdog button in the Toolbar or using my Pass-phrase and means I cannot get to the Desktop remotely and have to reboot, at which point the same issue occurs.  This occurs on number of other Units on the same account, why does this occur and how can be resolved?

Resolution:

This can occur if there are two instances of KioskViewerService.exe and/or DesktopMonitor.dll running, located in the C:\ProgramData\Acquire\Sentinel which causes the issue when a remote interactive connection is used to access the Windows Desktop.

Using File Transfer check to see if there are older versions of these files, e.g. if you have received updated versions from Acquire additional and subsequently renamed these on the Acquire Player, as shown below:

To ensure you can access the Windows Desktop, we recommend you remove the older versions from this location (but retain the original files) to stop the incorrect version being ran, when you try to access the Windows Desktop.  If the same occurs on a number of Acquire Players, it is likely an image was used to create the setup.

IMPORTANT: please use the information above with caution, as we do NOT take any responsibility if you cause damage to the Unit or lose connectivity and any following support may be chargeable.