Compaq Evo T20, Evo T30 Troubleshooting Manual

b

Troubleshooting Guide

Compaq

Part Number: 245305-004

June 2003

Evo

Thin Clients T20 and T30

© 2003 Compaq Information Technologies, L.P.

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

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

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

✎

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 .

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

✎

✎

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

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

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

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

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

Support Information

■ http://www.microsoft.com/windows/embedded/xp/techinfo/

default.asp - XPE Technical Resources pointer

D–2 Troubleshooting Guide