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
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 Guide1–1
Page 6
Product Description
Compaq
Evo
Thin Client T20
Compaq Evo Thin Client T20 - Front View
Compaq Evo Thin Client T20 - Rear View
1–2Troubleshooting 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 Guide1–3
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.
1–4Troubleshooting Guide
Page 9
Locating Additional Information
The following documentation is available to support these
products:
■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 Guidefor 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 Guide1–5
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 Guide2–1
Page 11
Spare Parts
T20 Spare Parts Table
DescriptionSpare Part Number
T20 CE 16F/32R Unit242302-001
T20 NTe 48F/64R Unit242303-001
T20 NTe 64F/96R Unit242304-001
T20 NTe 96F/128R Unit242305-001
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 Unit292220-001
T20 CE.NET w/IE 5.5 300Mhz, 32F/64R 292219-001
T20 XPe w/PXE 300Mhz, 192F/256R Unit309247-001
T20 XPe w/PXE 300Mhz, 256F/256R Unit311580-001
Mouse, USB, Carbon, 2 button scroll242306-001
AC Adapter, 5V, 20W231554-001
T20 Security Bracket261688-B21
Power Cords
AC Power Cord - United States142766-001
AC Power Cord - Austrian198292-011
AC Power Cord - GR/FR/NL285810-001
AC Power Cord - United Kingdom121259-001
AC Power Cord - Italian292657-061
AC Power Cord - Danish292657-081
2–2Troubleshooting Guide
Page 12
Spare Parts
T20 Spare Parts Table
DescriptionSpare Part Number
Power Cords (
AC Power Cord - Swiss292657-111
AC Power Cord - 6’ - India, S. African252631-001
Switching Power Supply (All
countries)
Continued
(Continued)
)
231554-001
Troubleshooting Guide2–3
Page 13
Spare Parts
.
T30 Spare Parts Table
DescriptionSpare Part Number
T30 CE.NET 300Mhz, 16F/32R Unit272643-001
T30 CE.NET w/IE 5.5300Mhz, 32F/64R
Unit
T30 NTe w/PXE 64F/64R Unit272644-001
T30 NTe w/PXE w/IE 5.5 300Mhz,
128F/128R Unit
T30 XPe w/PXE 300Mhz, 192F/256R Unit309248-001
T30 XPe w/PXE 300Mhz, 256F/256R Unit311581-001
Mouse, USB, Carbon, 2 button scroll242306-001
AC Adapter, 12V, 40W274618-001
Ferrite Bead, 120 OHM, SNAP249363-001
Power Cords
AC Power Cord - United States246959-001
AC Power Cord - Argentina292765-D01
AC Power Cord - Austrian246959-011
292238-001
306710-001
AC Power Cord - Danish246959-081
AC Power Cord - Hebrew292764-BB1
AC Power Cord - Italian246959-061
AC Power Cord - Swiss246959-AG1
AC Power Cord -International
European
AC Power Cord - United Kingdom246959-031
Power Cord - Republic of China234961-AA1
AC Power Cord - Korean246959-AD1
AC Power Cord - Japanese246959-291
246959-021
2–4Troubleshooting Guide
Page 14
Spare Parts Table Common to T20 and T30
DescriptionSpare Part Number
Enhanced USB Keyboard242372-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 Guide2–5
Page 15
Spare Parts
Spare Parts Table Common to T20 and T30
DescriptionSpare 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 64212681-001
SDRAM 128212682-001
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 speakers173980-001
Compaq cable lock294359-001
2–6Troubleshooting Guide
Page 16
Diagnostics and Troubleshooting
LEDs
Power-On LED
LEDStatus
OffWhen the unit is plugged into the wall socket
and the LED is off, the unit is in suspend mode.
AmberDisplays 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.
GreenDisplays when the startup tests have been
completed and while the unit is on.
Troubleshooting Guide3–1
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 LEDBottom LEDNetworkStatus
OFFOFFNoneNo Link
OFFON (Green)10BTNo Activity/Link
Blinking (Yellow)ON (Green)10BTActivity/Link
OFFON (Amber)100BTNo Activity/Link
Blinking (Yellow)ON (Amber)100BTActivity/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 LEDBottom LEDNetworkStatus
OFFOFFNoneNo Link
OFFON (Amber)10BTNo Activity/Link
Blinking (Yellow)ON (Amber)10BTActivity/Link
OFFON (Green)100BTNo Activity/Link
Blinking (Yellow)ON (Green)100BTActivity/Link
3–2Troubleshooting 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
IssueProcedures
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 Guide3–3
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.
TestDescription
Boot Block ChecksumTests boot block code for proper
checksum value
DRAMSimple write/read pattern test of the
first 640k of memory
Parallel portInitiates 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 portsTests serial port 1 and serial port 2
using simple port verification test to
determine if ports are present
TimerTests timer interrupt by using
polling method
Keyboard controllerTests for the presence of the
*The PS2 port and PC card port testing applies only to T30 units.
3–4Troubleshooting Guide
keyboard controller
Page 20
Diagnostics and Troubleshooting
Power-On Diagnostic Test
TestDescription
Mouse interfaceTests for the presence of the
RTC CMOS batteryTests integrity of RTC CMOS
NAND Flash deviceTests 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 Guide3–5
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
3–6Troubleshooting 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 Guide3–7
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
3–8Troubleshooting 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 Guide3–9
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?
3–10Troubleshooting 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
IssueProcedures
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 Guide3–11
Page 27
Diagnostics and Troubleshooting
Power-On Troubleshooting
(Continued)
IssueProcedures
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.
3–12Troubleshooting Guide
Page 28
Diagnostics and Troubleshooting
Power-On Troubleshooting
IssueProcedures
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 Guide3–13
Page 29
Diagnostics and Troubleshooting
Power-On Troubleshooting
IssueProcedures
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.
3–14Troubleshooting 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
XPeclient 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 Guide4–1
, 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 Guide5–1
Page 32
Citrix MetaFrame
Citrix Error Messages
Error MessageMeaning
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.
5–2Troubleshooting Guide
Page 33
Citrix MetaFrame
Citrix Error Messages
Error MessageMeaning
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 Guide5–3
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 Guide6–1
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
DescriptionSpare 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/64R272644-001
T30 NTe w/PXE w/IE 5.5 300Mhz,
128F/128R
T30 XPe w/PXE 300Mhz, 192F/256R309248-001
T30 XPe w/PXE 300Mhz, 256F/256R311581-001
List of Terms
The following is a list of acronyms/abbreviations used in this
chapter:
306709-001
306710-001
AcronymDefinition
BIOSBasic Input/Output System
BOOTPBootstrap Protocol
DHCPDynamic Host Configuration Protocol
Img2DevImage to Device (Agent)
IPInternet Protocol
ITFInternal Transport Function (Agent)
OSOperating System
POSTPower On Self Test
TCPTransmission Control Protocol
TFTPTrivial File Transfer Protocol
6–2Troubleshooting 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
StepThin Client Server
1The Thin Client has
suspected corrupt firmware
and will not boot to the OS.
User powers down the unit.
2The 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 Guide6–3
Page 37
PXE Operation Flow
PXE Corrupt Firmware Scenario
StepThin Client Server
3The 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).
4Rapport issues Wake On Lan (WOL)
packet to client MAC address.
5The Thin Client boots up
and issues DHCP discover
on port 67 which contains
PXE Client BIOS extension
information.
6The DHCP or DHCP Proxy server
responds to the client with the IP
address and location of PXE server
(Rapport) on port 68.
7The Thin Client responds
confirming IP on port 67.
6–4Troubleshooting Guide
Page 38
PXE Operation Flow
PXE Corrupt Firmware Scenario
StepThin Client Server
8The DHCP or DHCP Proxy server
9The Thin Client issues a
boot service discover packet
containing its IP and PXE
Client BIOS extension
information on port 4011.
10Boot Service (Rapport) replies with
11The 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).
12The PXE server downloads Network
Bootstrap Program Download
(RapportITF) to the Thin Client’s port.
13RapportITF is mounted by
the Thin Client.
14RapportITF requests the
specified archive file
(contained in
Push_ITFPXE_Image within
the Rapport Software
Repository).
15Rapport downloads specified archive
file to RapportITF on the Thin Client
(archive contains OS image and
Img2Dev).
16RapportITF confirms correct
flash size, negotiates flash
type and executes Img2Dev
to write OS image to flash.
Troubleshooting Guide6–5
Page 39
PXE Operation Flow
PXE Corrupt Firmware Scenario
StepThin Client Server
17The 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
StepThin Client Server
1The Thin Client is in a
functional state and boots
to OS.
2The 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.
3The network administrator distributes
the ‘Push_ITFPXE_Image’ package to
the powered-off Thin Client.
6–6Troubleshooting Guide
Page 40
PXE Operation Flow
PXE Good Firmware Scenario
StepThin Client Server
4Rapport processes
5The Thin Client boots up,
issues DHCP discover on
port 67 which contains PXE
Client BIOS extension
information.
6The DHCP or DHCP Proxy server
7The 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.
8The DHCP or DHCP Proxy server
acknowledges on port 68.
9The Thin Client issues a
boot service discover
packet containing its IP and
PXE Client BIOS extension
information on port 4011.
10Boot Service (Rapport) replies with an
acknowledgement containing PXE
server information and the name of the
boot file (RapportITF).
11The Thin Client issues
Network Bootstrap Program
Download request to TFTP
port 69.
12The PXE server downloads Network
Bootstrap Program Download
(RapportITF) to the Thin Client’s port.
13RapportITF is mounted by
the Thin Client.
Troubleshooting Guide6–7
Page 41
PXE Operation Flow
PXE Good Firmware Scenario
StepThin Client Server
14RapportITF requests the
specified archive file
(contained in
Push_ITFPXE_Image
within the Rapport Software
Repository).
15Rapport downloads the specified
16RapportITF 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).
17The 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.
6–8Troubleshooting Guide
Page 42
A
Evo
Thin Client T20 Specifications
Specifications
ItemDescription
Processor300 MHz low-power CPU (National
Semiconductor Geode GX1) with on-board
SDRAM controller and PCI bridge
Memory
■16MB to 256MBflash 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
ProtocolIntegrated Microsoft RDP 5.0 or 5.1, and Citrix
ICA 6.0 protocols and terminal personalities
standard
Display SupportVESA Monitor support; scalable video up to
1280 x 1024, 16-bit color, up to 85-Hz refresh
rate.
AudioOutput: 1/8-inch mini-plug, full 16-bit stereo,
44-KHz sample rate
Input: 1/8-inch mini-plug for microphone
Troubleshooting GuideA–1
Page 43
Specifications
ItemDescription
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
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
EnvironmentalTemperature 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–4Troubleshooting 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 GuideC–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–2Troubleshooting 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 GuideC–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–4Troubleshooting 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: