Compaq Evo T20, Evo T30 Troubleshooting Manual

Page 1
b
Troubleshooting Guide
Compaq
Part Number: 245305-004
June 2003
Evo
Thin Clients T20 and T30
Page 2
Compaq, the Compaq logo, and Evo are trademarks of Compaq Information Technologies Group, L.P. in the United States and other countries.
Microsoft, Windows, and Windows NT are trademarks of Microsoft Corporation in the United States and other countries.
All other product names mentioned herein may be trademarks of their respective companies.
Compaq Computer Corporation shall not be liable for technical or editorial errors or omissions contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material. The information in this document is provided “as is” without warranty of any kind, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose, and is subject to change without notice. The warranties for Compaq products are set forth in the express limited warranty statements accompanying such products. Nothing herein should be construed as constituting an additional warranty.
This document contains proprietary information that is protected by copyright. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Compaq Computer Corporation.
Å
Ä
WARNING: Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life.
CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information.
Troubleshooting Guide Compaq Fourth Edition (June 2003) Part Number: 245305-004
Evo
Thin Clients T20 and T30
Page 3
Contents
1 Product Description
Optional Firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1
Compaq Evo Thin Client T20 . . . . . . . . . . . . . . . . . . . . . 1–2
Compaq Evo Thin Client T30 . . . . . . . . . . . . . . . . . . . . . 1–3
Serial Number Location . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4
Connecting USB Equipment . . . . . . . . . . . . . . . . . . . . . . 1–4
Locating Additional Information . . . . . . . . . . . . . . . . . . . 1–5
2 Spare Parts
T20 and T30 Spare Parts Lists . . . . . . . . . . . . . . . . . . . . . 2–1
3 Diagnostics and Troubleshooting
LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–1
Power-On Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–3
Power-On Diagnostic Tests . . . . . . . . . . . . . . . . . . . . . . . 3–4
Resetting the Thin Client . . . . . . . . . . . . . . . . . . . . . . . . . 3–5
T20-T30 Troubleshooting Flow Chart . . . . . . . . . . . . . . . 3–6
T20-T30 Troubleshooting Flow Chart (Cont.). . . . . . . . . 3–7
T20-T30 Troubleshooting Flow Chart (Cont.). . . . . . . . . 3–8
T20-T30 Troubleshooting Flow Chart (Cont.). . . . . . . . . 3–9
T20-T30 Troubleshooting Flow Chart (Cont.). . . . . . . . 3–10
Basic Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . 3–11
4 Rapport Administrative Software
Troubleshooting Guide iii
Page 4
5 Citrix MetaFrame
Citrix MetaFrame Troubleshooting . . . . . . . . . . . . . . . . . 5–1
6 PXE Operation Flow
Current PXE Support Devices . . . . . . . . . . . . . . . . . . . . 6–2
List of Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6–2
PXE Firmware Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . 6–3
A
Evo
Thin Client T20 Specifications
B
Evo
Thin Client T30 Specifications
C NetXFer Download Utility
D Support Information
iv Troubleshooting Guide
Page 5
1
Product Description
The Compaq Evo Thin Clients T20 and T30are Windows-based terminals that connect over a network to a server where all processing and storage occurs. Because of the nature of the products, troubleshooting is significantly simpler than on a standard PC.
The Windows Graphical User Interface (GUI) is English on all Thin Clients. If you are using a foreign language keyboard, an ICA or RDP connection will perform the localization between a server-based application and the device, but all interaction with the unit itself is in English.
Optional Firmware
PXE (Pre-boot Execution Environment) is supported on both the Compaq Evo T20 and T30 NTe w/PXE and XPe products.
PXE allows a client to boot from a server on a network prior to booting the embedded Operating System (OS) or the OS from the local hard drive. A PXE-enabled client connects its Network Information Center (NIC) to the Local Area Network (LAN) via a jumper which keeps the workstation connected to the network even when the power is off.
Because a network administrator does not have to physically visit a specific client and manually boot it, the operating system and other software can be loaded onto the device from a server over the network.
PXE is a mandatory element of Intel’s Wired for Management (WfM) specification and must be supported by the client’s BIOS and its NIC.
Troubleshooting Guide 1–1
Page 6
Product Description
Compaq
Evo
Thin Client T20
Compaq Evo Thin Client T20 - Front View
Compaq Evo Thin Client T20 - Rear View
1–2 Troubleshooting Guide
Page 7
Product Description
Compaq
Compaq Evo Thin Client T30 - Front View
Evo
Thin Client T30
Compaq Evo Thin Client T30 - Rear View
CAUTION: The T30 power cord connector is for use only with the
Ä
Troubleshooting Guide 1–3
supplied power adaptor. Replace only with the same or equivalent type as recommended by the manufacturer.
Page 8
Product Description
Serial Number Location
The serial number is displayed on the bottom of the units.
Connecting USB Equipment
USB mouse devices and keyboards do not require special drivers and are considered to be plug and play peripherals. Certain USB devices such as printers and modems, however, may require special drivers. For information on requirements for special drivers, refer to the documentation that is included with the USB device.
If a USB device is not supported directly by Compaq, a script may be written to use the Rapport Administrative Software for Compaq Evo Thin Clients to download the device driver to the client. For information on script writing, refer to documentation included with Rapport Administrative Software.
1–4 Troubleshooting Guide
Page 9
Locating Additional Information
The following documentation is available to support these products:
Quick Setup
Hardware Reference Guide
Terminal Emulation Quick Reference Guide (Extended
Emulation)
Terminal Emulation Quick Reference Guide
Quick Reference Guide for Microsoft Windows NTe-based
Thin Clients
Quick Reference Guide for Microsoft Windows
CE 2.12-based Thin Clients
Product Description
Adminstrators Guide for Microsoft Windows CE 2.12-based
Thin Clients
Quick Reference and Administrator’s Guide for Microsoft
Windows CE.NET-based Thin Clients
Compaq Service Advisories and Bulletins
Compaq QuickFind
Documentation, white papers, and drivers are subject to change. For the latest Compaq Evo Thin Client documentation, visit the following Web site: www.compaq.com/support/thinclients .
Troubleshooting Guide 1–5
Page 10
Spare Parts
T20 and T30 Spare Parts Lists
The Spare Parts tables that follow provide a listing of the spare parts available for the Compaq Evo Thin Clients T20 and T30.
2
Troubleshooting Guide 2–1
Page 11
Spare Parts
T20 Spare Parts Table
Description Spare Part Number
T20 CE 16F/32R Unit 242302-001
T20 NTe 48F/64R Unit 242303-001
T20 NTe 64F/96R Unit 242304-001
T20 NTe 96F/128R Unit 242305-001
T20 NTe w/PXE 300Mhz, 64F/64R Unit 292221-001
T20 NTe w/PXE w/IE 5.5 300Mhz,
306709-001
128F/128R Unit
T20 CE.NET 300Mhz, 16F/32R Unit 292220-001
T20 CE.NET w/IE 5.5 300Mhz, 32F/64R 292219-001
T20 XPe w/PXE 300Mhz, 192F/256R Unit 309247-001
T20 XPe w/PXE 300Mhz, 256F/256R Unit 311580-001
Mouse, USB, Carbon, 2 button scroll 242306-001
AC Adapter, 5V, 20W 231554-001
T20 Security Bracket 261688-B21
Power Cords
AC Power Cord - United States 142766-001
AC Power Cord - Austrian 198292-011
AC Power Cord - GR/FR/NL 285810-001
AC Power Cord - United Kingdom 121259-001
AC Power Cord - Italian 292657-061
AC Power Cord - Danish 292657-081
2–2 Troubleshooting Guide
Page 12
Spare Parts
T20 Spare Parts Table
Description Spare Part Number
Power Cords (
AC Power Cord - Swiss 292657-111
AC Power Cord - 6’ - India, S. African 252631-001
Switching Power Supply (All countries)
Continued
(Continued)
)
231554-001
Troubleshooting Guide 2–3
Page 13
Spare Parts
.
T30 Spare Parts Table
Description Spare Part Number
T30 CE.NET 300Mhz, 16F/32R Unit 272643-001
T30 CE.NET w/IE 5.5 300Mhz, 32F/64R Unit
T30 NTe w/PXE 64F/64R Unit 272644-001
T30 NTe w/PXE w/IE 5.5 300Mhz, 128F/128R Unit
T30 XPe w/PXE 300Mhz, 192F/256R Unit 309248-001
T30 XPe w/PXE 300Mhz, 256F/256R Unit 311581-001
Mouse, USB, Carbon, 2 button scroll 242306-001
AC Adapter, 12V, 40W 274618-001
Ferrite Bead, 120 OHM, SNAP 249363-001
Power Cords
AC Power Cord - United States 246959-001
AC Power Cord - Argentina 292765-D01
AC Power Cord - Austrian 246959-011
292238-001
306710-001
AC Power Cord - Danish 246959-081
AC Power Cord - Hebrew 292764-BB1
AC Power Cord - Italian 246959-061
AC Power Cord - Swiss 246959-AG1
AC Power Cord -International European
AC Power Cord - United Kingdom 246959-031
Power Cord - Republic of China 234961-AA1
AC Power Cord - Korean 246959-AD1
AC Power Cord - Japanese 246959-291
246959-021
2–4 Troubleshooting Guide
Page 14
Spare Parts Table Common to T20 and T30
Description Spare Part Number
Enhanced USB Keyboard 242372-xxx
Arabic (not supported by NTe) -171
Belgian -181
Brazilian -201
Spare Parts
Simplified Chinese
-AA1
(not supported by NTe)
Czech -221
Danish -081
Dutch -331
French -051
German -041
Greek -151
Hebrew (not supported by NTe) -BB1
Hungarian -211
International -B31
Italian -061
Japanese -191
Korean -AD1
Latin American Spanish -161
Norwegian -091
Polish -241
Portuguese -131
Russian -251
Troubleshooting Guide 2–5
Page 15
Spare Parts
Spare Parts Table Common to T20 and T30
Description Spare Part Number
Enhanced USB Keyboard
Spanish -071
Swedish -101
Swiss -111
Taiwan (not supported by NTe) -AB1
Turki s h -1 4 1
United Kingdom -031
United States -001
If you are using a foreign language keyboard, an ICA or RDP
connection will perform the localization between a server-based application and the device, but all interaction with the Thin Client itself is in English.
(Continued)
(Continued)
242372-xxx
All keyboards listed in this table may not be available at the
time this document is first published.
Memory
SDRAM 64 212681-001
SDRAM 128 212682-001
The T20 and T30 CE.NET units are not memory
upgradeable; therefore the memory modules listed above are not applicable to these units.
Premier•Sound speakers 173980-001
Compaq cable lock 294359-001
2–6 Troubleshooting Guide
Page 16
Diagnostics and Troubleshooting
LEDs
Power-On LED
LED Status
Off When the unit is plugged into the wall socket
and the LED is off, the unit is in suspend mode.
Amber Displays during boot sequence or standby
mode. During boot sequence, hardware initialization is processed and startup tests are performed on the following:
3
Memory size and data path
OHCI USB
NAND Flash
If one of the tests fails, the unit will
simply stop. No messages are sent to video.
Green Displays when the startup tests have been
completed and while the unit is on.
Troubleshooting Guide 3–1
Page 17
Diagnostics and Troubleshooting
RJ45 LEDs are located inside the RJ45 junction connector on the
bottom rear of the Evo Thin Client T20. When the RJ45 cable is installed, the LEDs are visible through the clear plastic cable connector.
RJ45 LEDs on the T20
Top LED Bottom LED Network Status
OFF OFF None No Link
OFF ON (Green) 10BT No Activity/Link
Blinking (Yellow) ON (Green) 10BT Activity/Link
OFF ON (Amber) 100BT No Activity/Link
Blinking (Yellow) ON (Amber) 100BT Activity/Link
RJ45 LEDs are located inside the RJ45 junction connector on the rear of the Evo Thin Client T30. When the RJ45 cable is installed, the LEDs are visible through the clear plastic cable connector.
RJ45 LEDs on the T30
Top LED Bottom LED Network Status
OFF OFF None No Link
OFF ON (Amber) 10BT No Activity/Link
Blinking (Yellow) ON (Amber) 10BT Activity/Link
OFF ON (Green) 100BT No Activity/Link
Blinking (Yellow) ON (Green) 100BT Activity/Link
3–2 Troubleshooting Guide
Page 18
Power-On Sequence
At power-on, the flash boot block code initializes the hardware to a known state, then performs basic power-on diagnostic tests to determine the integrity of the hardware. Initialization performs the following functions:
1. Initializes CPU and memory controller.
2. Initializes VGA software.
3. Initializes and configures all PCI devices.
4. Initializes the video to a known state.
5. Initializes the keyboard controller to a known state.
Diagnostics and Troubleshooting
6. Performs power-on diagnostics. (See the following “Power-On Diagnostics” section.)
7. The unit boots the operating system.
Boot Error Messages
Issue Procedures
Bad Block Test Error Message: “The internal diagnostics have detected a problem.”
Flash Memory Error Message: “The terminal’s flash file system has been corrupted. Normally, this problem can be corrected by reloading the terminal’s firmware.”
Too many bad flash memory blocks. This is a hardware problem. If the problem occurs every time the terminal is turned on, the terminal must be serviced to correct the problem.
This is considered a correctable error by downloading and reflashing the terminal’s software.
Troubleshooting Guide 3–3
Page 19
Diagnostics and Troubleshooting
Power-On Diagnostic Tests
The Power-on diagnostics performs basic integrity tests of the hardware to determine its functionality and configuration. If a diagnostic test fails during hardware intialization the unit simply stops. There are no messages sent to video.
You may try to restart the unit and run through the diagnostic tests
Power-On Diagnostic Test
a second time to confirm the first shutdown.
The following table lists the tests that are performed on the T20 and T30 units.
Test Description
Boot Block Checksum Tests boot block code for proper
checksum value
DRAM Simple write/read pattern test of the
first 640k of memory
Parallel port Initiates the port’s driver and
determines if the device is present
PS2 port* Tests the PS2 port to determine if
the device is present
PC card port* Tests the PC card port to determine
if the device is present
Serial ports Tests serial port 1 and serial port 2
using simple port verification test to determine if ports are present
Timer Tests timer interrupt by using
polling method
Keyboard controller Tests for the presence of the
*The PS2 port and PC card port testing applies only to T30 units.
3–4 Troubleshooting Guide
keyboard controller
Page 20
Diagnostics and Troubleshooting
Power-On Diagnostic Test
Test Description
Mouse interface Tests for the presence of the
RTC CMOS battery Tests integrity of RTC CMOS
NAND Flash device Tests for proper NAND flash device
(Continued)
mouse controller
battery
ID present
Resetting the Thin Client
The resetting process restores factory defaults to the operating system. Only thin clients with Microsoft Windows CE or CE .NET operating systems can be reset.
You must have administrative rights to the thin client to be able to
reset the unit.
To reset a thin client, complete the following:
Disconnect the thin client from the power outlet first, then
reconnect it while holding down the
“G” key on the keyboard
until it powers up.
For units with the CE operating system, press the F2 key, or
from Microsoft Windows Start Menu, click the Control Panel > General Tab > Reset to Factory Default.
For units with the CE .NET operating system, press the F2
key > System icon > General Tab > Reset to Factory Default.
Troubleshooting Guide 3–5
Page 21
Diagnostics and Troubleshooting
T20-T30 Troubleshooting Flow Chart
Start
Does Unit
Power LED
light?
Does Unit
Beep?
Brick works
on another same
Y
type unit?
Connect
Cables
N
N
N
Power Brick has an LED?
Replace
Y
Power
Cord
Turn
Power
On
Y
Reflash unit
using
NetXfer or
PXe image
Update
Does Power
Brick LED
light?
Turn
Power
On
Y
Y
N
Does Unit
Beep?
Replace
unit
Replace Power
Brick
Does unit
Power LED
light?
N
N
Y
Y
NOTE: To reflash the image, use
an RJ-45 cable and Softpaq
#SP22454
Go to next page T20/T30 Troubleshooting
Flow Chart
B
3–6 Troubleshooting Guide
Page 22
Diagnostics and Troubleshooting
T20-T30 Troubleshooting Flow Chart
Continued from
Page 3-6
B
Does the
Splash Screen
Appear?
Y
What
N
Operating System
is on the Unit?
If NTE or XPe, reflash unit using NetXfer or PXE image update
Y
If CE or CE.NET, reset the unit
Y
Reflash unit using
NetXfer or
PXE image
update
Does the
Splash Screen
Appear?
Does the
Splash Screen
Appear?
(Cont.)
N
N
Connection
Manager or
Desktop appear
Y
Go to next page, T20 T30 Troubleshooting Flow Chart
N
?
What O/S
is on the
unit?
If NTE or XPe, reflash unit using NetXfer or PXE image update
Y
If CE or CE.NET, reset the unit
Connection
Manager or
Desktop appear?
N
Replace
Connection Manager or
Desktop appear?
N
Y
Reflash unit
using
NetXfer or PXE image
update
Unit
C
Troubleshooting Guide 3–7
Page 23
Diagnostics and Troubleshooting
T20-T30 Troubleshooting Flow Chart
Continued from
Page 3-7
C
Verify DHCP
N
Does Client
have a valid
IP address?
Give unit a
valid static IP address
Replace RJ
45 cable or
Wireless
card
Does Client have a valid IP address
Can you
ping the server
by IP address?
?
Y
on server
N
configure unit for DHCP.
N
Verify server
status, network
connections,
LEDs
Reboot Unit
Y
Y
Can you
ping the server
by IP address?
(Cont.)
N
Y
Can you
ping the
server by
name?
Y
Go to next page,
T20 T30 Troubleshooting
Flow Chart
N
D
Replace
Unit
Start DNS service on the server
Y
Can you
Y
Y
ping the server
by IP address?
N
Can you
ping the
server by
name?
Y
N
Reboot
server and
client.
Configure
client to
use IP
addresses
3–8 Troubleshooting Guide
Page 24
Diagnostics and Troubleshooting
T20-T30 Troubleshooting Flow Chart
Continued from
Page 3-8
D
Can you
establish an ICA or RDP
connection?
Y
Verify Terminal
services/
N
MetaFrame,
access licenses
on server.
Can you
establish an
ICA or RDP
connection?
Y
Y
N
Y
Reflash unit
using
NetXfer or
PXE image
update
Can you
establish an ICA or RDP
connection?
(Cont.)
N
Can you
establish a Telnet
connection?
Y
Go to next page,
T20 T30 Troubleshooting
Flow Chart
N
E
Verify Telnet
Authentication
on Win2K
servers
Y
Can you
establish a Telnet
connection?
Y
Reflash unit
N
NetXfer or PXE image
update
Can you
establish a Telnet
Y
connection?
Replace
using
N
Unit
Troubleshooting Guide 3–9
Page 25
Diagnostics and Troubleshooting
T20-T30 Troubleshooting Flow Chart
Continued from Page 3-9
E
Reflash unit
using
NetXfer or
PXE image
update
Y
N
Are both
units using the
same firmware?
Y
Does the device and cable work on another
same model
Thin Client?
N
Replace Unit
Determine if
device is
supported
in OS
Y
(Cont.)
Do the
I/O ports
work?
Y
End
Troubleshooting
N
Configure
N
Y
any I/O
specific
properties.
Do the
I/O ports
work?
3–10 Troubleshooting Guide
Page 26
Basic Troubleshooting
If either the Thin Client T20 or T30 is experiencing operating problems or will not power on, review the following items.
Power-On Troubleshooting
Issue Procedures
Diagnostics and Troubleshooting
The Thin Client unit is experiencing operating problems.
The Thin Client unit does not power on.
Ensure that the following connectors are securely plugged into the Thin Client unit:
Power connector
Keyboard (USB)
Mouse(USB)
Network RJ45 connector
Monitor
1. Verify that the power supply is good by installing it on a known working unit and testing it. If the power supply does not work on the test unit, replace it.
2. If the unit does not work properly with the replaced power supply, then replace the unit.
Troubleshooting Guide 3–11
Page 27
Diagnostics and Troubleshooting
Power-On Troubleshooting
(Continued)
Issue Procedures
The Thin Client unit powers on and displays a splash screen, but does not connect to the server.
1. Verify that the network is operating and the network cable is working properly.
2. Verify that the unit is communi­cating with the server by having the System Administrator ping the unit from the server:
If the Thin Client pings
back, then the signal was accepted and the unit is working. This indicates a configuration issue.
If the Thin Client does not
ping back and the Thin Client does not connect to the server, replace the unit.
No link or activity on the network RJ45 LEDs or the LEDs do not illuminate blinking yellow after powering on the Thin Client unit. (The network LEDs are located inside the RJ45 junction connector on the rear of the Thin Client. Indicator lights are visible through the clear plastic RJ45 cable connector.)
1. Verify that the network is not down.
2. Make sure the RJ45 cable is good by installing the RJ45 cable onto a known working device—if a network signal is detected then the cable is good.
3. Verify the power supply is good by replacing the power cable to the unit with a known working power supply cable and testing it.
4. If network LED's still do not light and you know the power supply is good, then the Thin Client unit is defective and should be replaced.
3–12 Troubleshooting Guide
Page 28
Diagnostics and Troubleshooting
Power-On Troubleshooting
Issue Procedures
A newly connected unknown USB peripheral does not respond or USB peripherals connected prior to the newly connected USB peripheral will not complete their device actions.
(Continued)
An unknown USB peripheral may be connected and disconnected to a running platform as long as you do not reboot the system. If problems occur, disconnect the unknown USB peripheral and reboot the platform.
Under some circumstances,
connecting an unknown USB peripheral to a Windows CE operating system that uses completely legacy-free ports and has an OHCI-based host controller can cause the USB subsystem to stop responding.
A newly installed PCMCIA/PC Card device does not respond or will not complete device actions.
This issue applies to Thin
Client T30 units only.
Remove the PCMCIA/PC Card device and reboot the system, then reinstall the card device.
Troubleshooting Guide 3–13
Page 29
Diagnostics and Troubleshooting
Power-On Troubleshooting
Issue Procedures
Video does not display. 1. Verify that the monitor
(Continued)
brightness is set to a readable level.
2. Verify the monitor is good by connecting it to a known working computer and ensure its front LED turns green (assuming the monitor is Energy Star compliant). If the monitor is defective, replace it with a working monitor and repeat testing.
3. Test the Thin Client unit on a known working monitor. If the monitor does not display video, replace the Thin Client unit.
3–14 Troubleshooting Guide
Page 30
4
Rapport Administrative Software
Rapport is an intuitive graphical management tool that enables network administrators to control and upgrade networked client devicesfrom one management server using the Microsoft Windows Explorer interface. Two versions of Rapport are offered:
Workgroup—Allows customers access to basic management
features on up to 1500 Thin Clients and is available on the Thin Client Solutions CD that ships with every Thin Client effective May 22, 2002 or later.
Enterprise—Provides advanced features that extend the
benefits of Thin Client solutions to large enterprise-class environments. Enterprise Edition can be purchased on either a per Seat or on a Site license basis through your local Compaq representative.
On CE-based Thin Clients, Rapport uses SNMP to communicate with the Evo Thin Client. Rapport manages the translation to/from SNMP to communicate with the Thin Client. For NTe and XPe-based Thin Clients, Rapport uses a Rapport agent on the Thin Client to communicate with the Evo Thin Client. The Rapport agent is a special service that must run on each NTe and XPe client that Rapport manages. Rapport utilizes this service to communicate with the client to perform specific functions such as distributing software packages, retrieving client information, rebooting the client, or waking the client.
For additional information about Rapport Administrative Software, visit www.compaq.com/support Library and select your product, then look for specific white papers on Rapport.
Troubleshooting Guide 4–1
, click on Reference
Page 31
Citrix MetaFrame
Citrix MetaFrame Troubleshooting
This Troubleshooting section is not intended to enable Compaq
Service to support Citrix software. All Citrix software is supported by Citrix or Citrix authorized service providers on a warranty or service contract basis. Customers that call the Compaq Customer Service Center with Citrix issues and questions should be referred to Citrix for assistance.
A frequently encountered issue is the inability of the Thin Client to connect to the Citrix server. The problem is often caused by using the server name but not having a DNS server configured on the network or on the terminal. To correct the problem, do one of the following:
5
Configure a DNS server on the network, then add the
necessary DNS information at the terminal.
Specify the server by its IP address rather than by its name.
Troubleshooting Guide 5–1
Page 32
Citrix MetaFrame
Citrix Error Messages
Error Message Meaning
The option
The option argument:
Error in configuration file: cannot find section
Error in configuration file. must contain an entry
Invalid ICA Protocol data received. This probably indicates a network error.
Cannot open visual:
Cannot allocate sufficient colors. Continuing in 16-color mode.
Cannot find a suitable visual on this display.
option
option
is not valid. Missing argument for option
has an invalid
argument
.
file
section
.
section
entry
.
ID number.
option
The configuration file has been edited directly or is corrupt. Reconfigure Citrix MetaFrame.
The configuration file has been edited directly or is corrupt. Reconfigure Citrix MetaFrame.
This visual (ID = ...) cannot support the required number of colors.
A suitable visual has been found but it can only support 16 colors.
Unable to allocate a private color map on this display.
.
An error occurred in the graphics system.
Cannot find keyboard mapping file
file
.
A server must be entered. A server name must be entered on the
This message indicates a problem with the display. Try exiting other applications, such as Microsoft Internet Explorer, to release the colors on your display.
The keyboard mapping file specified in the Preferences page of the Settings dialog box is invalid or cannot be located.
Network page of the Properties dialog box.
5–2 Troubleshooting Guide
Page 33
Citrix MetaFrame
Citrix Error Messages
Error Message Meaning
Window size must be between 300 and 2048.
Data has been changed. Are you sure you want to quit?
Cannot write file:
Invalid Error: Cannot start Wfica with this connection.
Cannot find selected connection, or cannot find specified connection.
file
. This message indicates a problem with
(Continued)
The Custom Width and Height fields on the Window page of the Properties dialog box can take values between 300 and 2048 only.
You are quitting from the ICA client without saving changes to the current connection entry.
saving or creating a connection database (for example, no disk space).
The connection entry is invalid.
The configuration file is corrupt. Create a new configuration file.
Error in configuration file: Missing section:
Inconsistency in configuration file:
file
Missing section:
This description is already in use. The Description must be unique.
Cannot get address for server
server
Unable to perform update: client is not on local file system.
Unable to perform update: Not running $ICAROOT/wfica.
.
section
section
file
The configuration file is corrupt. Create a new configuration file.
The configuration file is corrupt. Create a new configuration file.
The Description field on the Network page of the Properties dialog box must be unique.
The server name cannot be resolved.
The client cannot update an installation on a non-local (for example, NFS-mounted) file system.
The client cannot update an installation other than its own.
Troubleshooting Guide 5–3
Page 34
6
PXE Operation Flow
PXE (Pre-boot eXecution Environment) is supported on both the Compaq Evo T20 and T30 NTe w/PXE and XPe Thin Client products.
PXE is not supported on CE 2.12 or CE.NET products nor on previous NTe products.
Intel’s PXE is a protocol that defines interaction between TCP/IP, DHCP, and TFTP to enable a client to download a pre-boot environment from a server. Before the operating system is started, a PXE-enabled client broadcasts a DHCPDISCOVER request with an extension tag that identifies it as a PXE request. A DHCP server or DHCP proxy listening for PXE requests then sends the client a list of boot servers. The client uses TFTP to download an ITF Agent, which in turn downloads a complete binary image to the terminal.
This information on PXE Firmware Scenarios is subject to
Troubleshooting Guide 6–1
change. For the latest Compaq Evo Thin Client information on this subject, visit the following Web site:
http://www.compaq.com/support/thinclients .
Page 35
PXE Operation Flow
Current PXE Support Devices
Description Spare Part Number
T20 NTe w/PXE 300Mhz, 64F/64R 292221-001
T20 NTe w/PXE w/IE 5.5 300Mhz, 128/128R
T20 XPe w/PXE 300Mhz, 192F/256R 309247-001
T20 XPe w/PXE 300Mhz, 256F/256R 311580-001
T30 NTe w/PXE 64F/64R 272644-001
T30 NTe w/PXE w/IE 5.5 300Mhz, 128F/128R
T30 XPe w/PXE 300Mhz, 192F/256R 309248-001
T30 XPe w/PXE 300Mhz, 256F/256R 311581-001
List of Terms
The following is a list of acronyms/abbreviations used in this chapter:
306709-001
306710-001
Acronym Definition
BIOS Basic Input/Output System
BOOTP Bootstrap Protocol
DHCP Dynamic Host Configuration Protocol
Img2Dev Image to Device (Agent)
IP Internet Protocol
ITF Internal Transport Function (Agent)
OS Operating System
POST Power On Self Test
TCP Transmission Control Protocol
TFTP Trivial File Transfer Protocol
6–2 Troubleshooting Guide
Page 36
PXE Operation Flow
PXE Firmware Scenarios
The following table provides an explanation of how the Thin Client device communicates with the server during a corrupt firmware scenario.
PXE Corrupt Firmware Scenario
Step Thin Client Server
1 The Thin Client has
suspected corrupt firmware and will not boot to the OS. User powers down the unit.
2 The network administrator places the
OS image pulled via ‘Pull_ITFPXE_Image’ or obtained from HP in ‘Push_ITFPXE_Image’ folder in the Rapport Software Repository.
If the ‘Pull_ITFPXE_Image’ is used, only the OS will be overwritten. Images can be created which contain any combination of boot code, BIOS, OEM File System (OEMFS) drivers, and/or OS image.
Troubleshooting Guide 6–3
Page 37
PXE Operation Flow
PXE Corrupt Firmware Scenario
Step Thin Client Server
3 The administrator distributes the
(Continued)
‘Push-ITFPXE_Image’ package to the powered-off Thin Client.
The Thin Client must have been previously discovered by Rapport (resident in Rapport database). If this is not the case, see the topic “Manually Adding a new Client” in the Rapport Help File.
The administrator must modify Push_ITFPXE_Image.rsp (located in the Rapport Software Repository) to comment out the ‘RB’ command in the script by placing a semicolon before the command (e.g., ;RB).
4 Rapport issues Wake On Lan (WOL)
packet to client MAC address.
5 The Thin Client boots up
and issues DHCP discover on port 67 which contains PXE Client BIOS extension information.
6 The DHCP or DHCP Proxy server
responds to the client with the IP address and location of PXE server (Rapport) on port 68.
7 The Thin Client responds
confirming IP on port 67.
6–4 Troubleshooting Guide
Page 38
PXE Operation Flow
PXE Corrupt Firmware Scenario
Step Thin Client Server
8 The DHCP or DHCP Proxy server
9 The Thin Client issues a
boot service discover packet containing its IP and PXE Client BIOS extension information on port 4011.
10 Boot Service (Rapport) replies with
11 The Thin Client issues
Network Bootstrap Program Download request to TFTP port 69.
(Continued)
acknowledges on port 68.
an acknowledgement containing PXE server information and the name of the boot file (RapportITF).
12 The PXE server downloads Network
Bootstrap Program Download (RapportITF) to the Thin Client’s port.
13 RapportITF is mounted by
the Thin Client.
14 RapportITF requests the
specified archive file (contained in Push_ITFPXE_Image within the Rapport Software Repository).
15 Rapport downloads specified archive
file to RapportITF on the Thin Client (archive contains OS image and Img2Dev).
16 RapportITF confirms correct
flash size, negotiates flash type and executes Img2Dev to write OS image to flash.
Troubleshooting Guide 6–5
Page 39
PXE Operation Flow
PXE Corrupt Firmware Scenario
Step Thin Client Server
17 The Thin Client device
reboots, performs POST and boots to OS; and writes computer name stored in OEM File System to new OS image.
(Continued)
The following table provides an explanation of how the Thin Client device communicates with the server during a good firmware scenario.
PXE Good Firmware Scenario
Step Thin Client Server
1 The Thin Client is in a
functional state and boots to OS.
2 The network administrator places the
OS image pulled via ‘Pull_ITFPXE_Image’ or attained from HP in ‘Push_ITFPXE_Image’ folder in the Rapport Software Repository.
If the image is pulled using ‘Pull_ITFPXE_Image’, only the OS will be overwritten. Images can be created containing any combination of boot code, BIOS, OEM File System (OEMFS) drivers, and/or OS image.
3 The network administrator distributes
the ‘Push_ITFPXE_Image’ package to the powered-off Thin Client.
6–6 Troubleshooting Guide
Page 40
PXE Operation Flow
PXE Good Firmware Scenario
Step Thin Client Server
4 Rapport processes
5 The Thin Client boots up,
issues DHCP discover on port 67 which contains PXE Client BIOS extension information.
6 The DHCP or DHCP Proxy server
7 The Thin Client responds
confirming IP on port 67.
(Continued)
‘Push_ITFPXE_Image’ script and reboots the Thin Client.
responds to the Thin Client with IP address and location of the PXE server (Rapport) on port 68.
8 The DHCP or DHCP Proxy server
acknowledges on port 68.
9 The Thin Client issues a
boot service discover packet containing its IP and PXE Client BIOS extension information on port 4011.
10 Boot Service (Rapport) replies with an
acknowledgement containing PXE server information and the name of the boot file (RapportITF).
11 The Thin Client issues
Network Bootstrap Program Download request to TFTP port 69.
12 The PXE server downloads Network
Bootstrap Program Download (RapportITF) to the Thin Client’s port.
13 RapportITF is mounted by
the Thin Client.
Troubleshooting Guide 6–7
Page 41
PXE Operation Flow
PXE Good Firmware Scenario
Step Thin Client Server
14 RapportITF requests the
specified archive file (contained in Push_ITFPXE_Image within the Rapport Software Repository).
15 Rapport downloads the specified
16 RapportITF confirms the
correct flash size, negotiates flash type, and executes Img2Dev to write OS Image to flash.
(Continued)
archive file to RapportITF on the Thin Client (archive contains OS image and Img2Dev).
17 The Thin Client device
reboots, performs POST and boots to OS; and writes the computer name stored in the OEM File System to the new OS image.
6–8 Troubleshooting Guide
Page 42
A
Evo
Thin Client T20 Specifications
Specifications
Item Description
Processor 300 MHz low-power CPU (National
Semiconductor Geode GX1) with on-board SDRAM controller and PCI bridge
Memory
16MB to 256MB flash memory, expandable
to 256MB applicable to CE or CE.NET units)
32MB to 256MB DRAM, expandable to
256MB (expandable memory is not applicable to CE or CE.NET units)
(expandable memory is not
Protocol Integrated Microsoft RDP 5.0 or 5.1, and Citrix
ICA 6.0 protocols and terminal personalities standard
Display Support VESA Monitor support; scalable video up to
1280 x 1024, 16-bit color, up to 85-Hz refresh rate.
Audio Output: 1/8-inch mini-plug, full 16-bit stereo,
44-KHz sample rate Input: 1/8-inch mini-plug for microphone
Troubleshooting Guide A–1
Page 43
Specifications
Item Description
Input Output Peripheral
support
Networking
Keyboard: Compaq Enhanced USB with Windows keys (104 keys) included
Mouse: Compaq USB scroll mouse included Printer: Local and/or network printers on ICA
(virtual port redirection ready) Video: VGA-type video output (DB-15)
TCP/IP with DNS and DHCP; Point-to-Point
Protocol (PPP)
Multiple master browser support and Citrix
load balancing on ICA
SNMP support allows configuration of
terminal settings, reporting of terminal configuration and attached devices, and traps
DHCP support for automatic firmware
upgrades and unit configuration
Rapport Administrative Software for
Compaq Thin Clients
Communications Four USB ports
10/100BaseT Fast Ethernet, twisted pair
(RJ45)
ICA Remote dial-up via external modem
Communication
RDP 5.0 or 5.1 and ICA 6.0
Protocols
A–2 Troubleshooting Guide
Page 44
Specifications
Item Description
Terminal Personalities Supported
Emulations for ADDS A2; AIXTerm; ANSI BBS; AT 386; IBM3151 Mod11 and Mod13; IBM3270 (3278-2, 3278-3, 3278-4, 3278-5, 3278-2-E, 3278-3-E, 3278-4-E, 3278-5-E, 3279-2, 3279-3, 3279-4, 3279-5, 3278-1; IBM TN5250 (5291-1, 5292-2, 5251-11, 3179-2, 3196-A1, 3180-2, 3477-FC, 3477-FG, 3486-BA, 3487-HA, 3487-HC, 3812-1); DG 410/412; HP 700-92/96; HZ1500; SCO Console; TA6530; TVI910; TVI920; TVI925; TVI950; TVI955; VT100; VT220; VT240; VT320; VT340; VT420; VT510; VT520; VT525; VT52; Wyse WY50, WY50+, WY60
Troubleshooting Guide A–3
Page 45
Specifications
Item Description
Resident Operating Systems
Server Compatibility
Microsoft Windows CE, Windows CE.NET, Windows NTe, Windows NTe-PXE, or Windows XPe for Thin Clients
Microsoft Windows NT Server 4.0
Terminal Server Edition
Microsoft Windows 2000 Server with
Terminal Services installed
Citrix WinFrame
Citrix MetaFrame
Environmental Temperature range:
Operating: 0 to +40 Storage: -40 to +60
Humidity:
Operating: 10 to 90% Non-condensing Storage: 10 to 95% Non-condensing
Power:
o
C (32 - 104° F)
o
C (-40 - 140° F)
Worldwide auto-sensing 90-265 VAC, 47-63 Hz; Energy-saving automatic power-down
Altitude:
Operating: 0 to 10,000 feet ASL Storage: 0 to 40,000 feet ASL
A–4 Troubleshooting Guide
Page 46
B
Evo
Thin Client T30 Specifications
Specifications
Item Description
Processor 300 MHz CPU (National Semiconductor Geode
GX1) with on-board SDRAM controller and PCI bridge
Memory
Protocol Integrated Microsoft RDP 5.0 or 5.1 and Citrix
16MB to 256MB flash memory
32MB to 256MB DRAM
ICA 6.0 protocols and terminal personalities standard
Display Support VESA Monitor support; scalable video up to
1280 x 1024, 16-bit color, up to 85-Hz refresh rate.
Audio Output: 1/8-inch mini-plug, full 16-bit stereo,
44-KHz sample rate Input: 1/8-inch mini-plug for microphone
Input Output Peripheral
support
Keyboard: Compaq Enhanced USB with Windows keys (104 keys) included
Mouse: Compaq USB scroll mouse included Printer: Local and/or network printers on ICA
(virtual port redirection ready) Video: VGA-type video output (DB-15)
Troubleshooting Guide B–1
Page 47
Specifications
Item Description
Networking TCP/IP with DNS and DHCP; 10/100Base
T Fast Ethernet, twisted pair (RJ-45); Point-to-Point Protocol (PPP)
Multiple master browser support and Citrix
load balancing on ICA
SNMP support allows configuration of
terminal settings, reporting of terminal configuration and attached devices, and traps
DHCP support for automatic firmware
upgrades and unit configuration
Rapport Administrative Software for
Compaq Thin Clients
Communications
Communication Protocols
Serial port
Parallel port
PS/2 port
PCMCIA
Four USB ports
10/100BaseT Fast Ethernet, twisted pair
(RJ45)
ICA Remote dial-up via external modem
RDP 5.0 or 5.1 and ICA 6.0
B–2 Troubleshooting Guide
Page 48
Specifications
Item Description
Terminal Personalities Supported
Emulations for ADDS A2; AIXTerm; ANSI BBS; AT 386; IBM3151 Mod11 and Mod13; IBM3270 (3278-2, 3278-3, 3278-4, 3278-5, 3278-2-E, 3278-3-E, 3278-4-E, 3278-5-E, 3279-2, 3279-3, 3279-4, 3279-5, 3278-1; IBM TN5250 (5291-1, 5292-2, 5251-11, 3179-2, 3196-A1, 3180-2, 3477-FC, 3477-FG, 3486-BA, 3487-HA, 3487-HC, 3812-1); DG 410/412; HP 700-92/96; HZ1500; SCO Console; TA6530; TVI910; TVI920; TVI925; TVI950; TVI955; VT100; VT220; VT240; VT320; VT340; VT420; VT510; VT520; VT525; VT52; Wyse WY50, WY50+, WY60
Troubleshooting Guide B–3
Page 49
Specifications
Item Description
Resident Operating System
Server Compatibility
Microsoft Windows CE.NET, Windows NTe, Windows NTe-PXE, or Windows XPe for Thin Clients
Microsoft Windows NT Server 4.0
Terminal Server Edition
Microsoft Windows 2000 Server with
Terminal Services installed
Citrix MetaFrame
Environmental Temperature range:
Operating: -0 to +40 Storage: -40 to +60
Humidity:
Operating: 10 to 90% Non-condensing Storage: 10 to 95% Non-condensing
Power:
Worldwide auto-sensing 100 - 240 VAC,
o
C (32 - 104° F)
o
C (-40 - 140° F)
47-63 Hz; Energy-saving automatic power-down
Altitude:
Operating: 0 to 10,000 feet ASL (3048 m) Storage: 0 to 40,000 feet ASL (12192 m)
B–4 Troubleshooting Guide
Page 50
C
NetXFer Download Utility
This Utility program is intended for use only by qualified service personnel familiar with the Compaq Evo Thin Clients T20 and T30. You must have Administrative rights to use NetXFer to reflash the thin client.
The NetXfer utility program allows replacement of the entire binary image stored on Flash with a new image, and also allows recovery of a unit when the Flash image has become corrupt.
In rare cases, the boot code itself may become corrupt. In this instance, this download program will not work and the failed computer will have to be returned to a service depot for repair.
1. Host Computer Requirements
A “Pentium” class computer
Microsoft Windows 98 or later, or NT4.0 with IE 5.5,
plus Microsoft or Sun Java Virtual Machine installed
NetXFer will not work without Microsoft or Sun Java Virtual Machine software installed.
A 10/100 Ethernet network adapter card
An RJ-45 cable to connect the host computer to the
Compaq Evo T20 or T30 Thin Client
or
Install a second Network card in your server (W2K or
NT4) and complete the following steps:
Troubleshooting Guide C–1
Page 51
NetXFer Download Utility
2. Configuring the Host Computer:
Use the following settings to configure the Network Adapter card:
IP Address:10.0.0.1
Subnet Mask:255.255.255.0
Gateway:N/A
3. Installing Software on the Host Computer:
Download Softpaq SP#22499 (or the latest version) from the
www.compaq.com/support/thinclients
computer. Create a directory on the hard drive with the name “NETXFER” and copy the following files (from the Softpaq) into this directory.
Web site to the host
Bootpmap
Btptab
Img2utc
Mkutc
Netxfer18
TFTP
ulc_code.pk
4. Loading the T20 or T30 Firmware Image on the host computer:
Copy the new firmware image (*.BIN) into the NetXFer directory. In order to work properly, the binary image that is to be downloaded to the Compaq T20 or T30 must be named “bootp.bin.” Use Microsoft Windows Explorer or a DOS command to change the name of the firmware image file in the NetXFer directory to “bootp.bin.”
C–2 Troubleshooting Guide
Page 52
NetXFer Download Utility
5. Running NetXFer Utility software on the host computer:
The NetXFer utility program runs in DOS. Double-click on the program “netxfer18.exe” or implement the program from the DOS prompt. The application will start and display on the screen. If you plan to download images to multiple units with the same firmware image, be sure to run it within the directory where the firmware image is stored that you wish to download.
6. Setting Up the Compaq Evo T20 or T30
Prepare the T20 or T30 Thin Client as follows:
a. Connect one end of the RJ-45 cable to the host computer
network adapter card
b. Connect the other end of the RJ-45 cable to the T20 or
T30 Thin Client connector.
c. Be sure the power, monitor, keyboard, and mouse cables
are attached to the T20 or T30 Thin Client.
This utility program is designed to run on a host computer directly connected to the T20 or T30 Thin Client and not through a networked environment.
7. Start Downloading
a. Press and hold down the power button on the thin client
for 10 seconds, this restarts the thin client.
b. Press and hold the
until you see the NetXFer prompt on the terminal monitor, then release the key.
“P” key on the T20 or T30 keyboard
As the download progresses, you will see updates on this monitor. The firmware will automatically be installed on the T20 or T30 Thin Client.
Troubleshooting Guide C–3
Page 53
NetXFer Download Utility
WARNING: Do not power off or disconnect the thin client until the
Å
downloading is complete or you may corrupt the boot flash.
When the download is complete, the terminal automatically restarts with the new firmware and the download computer indicates that the download is finished.
At the end of the download process, the T20 Thin Client should reboot normally and start up with the new firmware. The T30 Thin Client displays a message that states it is OK to power off the unit. Disconnect the RJ-45 cable and reconnect the local area network cable. If there is a problem, recheck the previously listed steps.
To download files to additional units with the same firmware image, you do not need to restart this program, just repeat steps 6 and 7 until you are finished.
If there are other images that you want to download, you will need to stop the program, and repeat steps 4 through 7.
When all downloads are complete, exit the DOS session.
C–4 Troubleshooting Guide
Page 54
D
Support Information
The following URLs point to Thin Client support information listed on the Compaq Web site.
http://www.compaq.com/support - Links to information on
the Support Home index, product documentation, Operating System upgrades and SoftPaqs, customer announcements and notifications, and self-help
http://www.compaq.com/support/thinclients/ - Links to Thin
Client SoftPaqs list
http://cybrary.inet.cpqcorp.net - Links to Compaq Service
related announcements, documentation, and technical assistance.
The following URLs point to embedded operating system information listed on the Microsoft Web site:
http://www.microsoft.com/windows/embedded/default.asp -
embedded home pointer
http://www.microsoft.com/windows/embedded/ce.net/ -
CE.NET pointer
http://www.microsoft.com/windows/embedded/ce.net/techinfo/
default.asp - CE.NET Technical Resources pointer
http://www.microsoft.com/windows/embedded/xp/previous/
default.asp - NTe pointer
http://www.microsoft.com/windows/embedded/xp/previous/
support/default.asp - NTE Support
http://www.microsoft.com/windows/embedded/xp/default.asp -
XPE pointer
Troubleshooting Guide D–1
Page 55
Support Information
http://www.microsoft.com/windows/embedded/xp/techinfo/
default.asp - XPE Technical Resources pointer
D–2 Troubleshooting Guide
Loading...