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HP t610 Series Troubleshooting Manual

Flexible thin clients
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Troubleshooting Guide

HP t610 Series Flexible Thin Clients

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  • Page 1: Troubleshooting Guide

    Troubleshooting Guide HP t610 Series Flexible Thin Clients...
  • Page 2 Microsoft and Windows are trademarks of Microsoft Corporation in the U.S. and other countries. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
  • Page 3: About This Book

    About This Book 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.
  • Page 4: Table Of Contents

    Removing an internal hard drive ............... 21 Installing an internal hard drive ................. 22 Installing a PCI-Express card .................... 24 Installing external drives ....................26 3 Mounting the thin client ..........................27 HP Quick Release ..........................27 Supported mounting options ......................30...
  • Page 5 4 Computer Setup (F10) Utility, BIOS Settings ..................... 32 Computer Setup (F10) Utilities ......................32 Using Computer Setup (F10) Utilities ................33 Computer Setup—File ....................... 33 Computer Setup—Storage ....................34 Computer Setup—Security ....................36 Computer Setup—Power ....................40 Computer Setup—Advanced ..................... 41 Recovering the Configuration Settings ....................
  • Page 6 RIS Menu ............................64 Creating Network Bootable Disk to Map Drives ................. 64 For More Information .......................... 64 Appendix D System BIOS ..........................65 Updating or restoring a BIOS ......................65 Appendix E Electrostatic discharge ....................... 68 Preventing electrostatic damage ......................68 Grounding methods ..........................
  • Page 7: Product Features

    Product features Standard features Thank you for purchasing an HP thin client. We hope you have years of use from our HP t610 Series Flexible Thin Clients. Our goal is to provide you with award-winning clients that are easy to deploy and manage with the power and reliability you expect.
  • Page 8: Front Panel Components

    Front panel components Figure 1-1 HP t610 Thin Client (left) and HP t610 PLUS Thin Client (right) front panel components Power button Line-out (headphone) audio connector Flash activity LED Universal serial bus (USB) connectors (2) Line-in (microphone) connector For more information, refer to the model-specific QuickSpecs at http://h18004.www1.hp.com/products/quickspecs/...
  • Page 9: Rear Panel Components

    For more information, http://www.hp.com and search for your specific thin client model to find the model-specific QuickSpecs. Figure 1-2 HP t610 Thin Client rear panel components DVI-I connector for DVI-D and VGA output Serial connector DisplayPort connector PS/2 connectors (2)
  • Page 10 Figure 1-3 HP t610 PLUS Thin Client rear panel components DVI-I connector for DVI-D and VGA output PS/2 connectors (2) DisplayPort connector Power cord retention slot Ethernet RJ-45 connector Cable lock slot Universal serial bus (USB) connectors (2) 2.0 (10) Parallel connector Universal serial bus (USB) connectors (2) 3.0...
  • Page 11: Installing The Rubber Feet

    Installing the rubber feet CAUTION: To prevent loss of performance or damage to the thin client, be sure to install the rubber feet before operating the thin client in a horizontal orientation. To install the rubber feet: As you face the front of the thin client, lay the thin client on its left side. Remove the feet from their backing.
  • Page 12: Installing The Stand

    Installing the stand If the thin client will be installed in an vertical orientation and it will not be mounted, the stand should be installed for stability. To install the stand: Turn unit upside down. Locate the slots on the bottom of the unit into which the tabs on the stand fit. Insert the tabs into the slots, and then slide the stand about 1.26 cm (1/2 inch) toward the front of the unit until it locks into place.
  • Page 13: Removing The Stand

    Removing the stand To remove the stand: Turn unit upside down. Press the tab (1), and then slide the stand about 1.26 cm (1/2 inch) toward the back of the unit and lift the stand off the unit (2). Figure 1-6 Removing the stand Removing the stand...
  • Page 14: Using The Power Cord Retention Slot

    To prevent accidental disconnection, press a loop of the power cord into the power cord retention slot. Figure 1-7 Power cord retention slot (HP t610 PLUS Thin Client pictured in horizontal orientation) Serial number location Every thin client includes a unique serial number located as shown in the following illustration. Have this number available when contacting HP customer service for assistance.
  • Page 15: Hardware Changes

    Hardware changes General hardware installation sequence To ensure the proper installation thin client hardware components: Back up any data, if necessary. If the thin client is powered on: Turn the unit and any other attached devices off. Disconnect the power cord from the wall outlet. Disconnect any external devices or cables, such as a cable lock.
  • Page 16 Reconnect any external devices and power cords. Turn on the monitor, the thin client, and any devices you want to test. Load any necessary drivers. NOTE: You can download select hardware drivers from HP at http://www.hp.com/country/us/ eng/support.html. Reconfigure the thin client, if necessary.
  • Page 17: Removing And Replacing The Side Access Panel And Metal Side Cover

    Removing and replacing the side access panel and metal side cover Removing the side access panel WARNING! Before removing the side access panel, ensure that the thin client is turned off and the power cord is disconnected from the electrical outlet. To remove the left or right access panel: Remove the stand, if it is installed.
  • Page 18: Removing The Left Metal Side Cover

    Slide the access panel about 6.35 mm (1/4 inch) toward the bottom of the unit, and then lift the access panel up and off the chassis. Figure 2-2 Removing the side access panel Removing the left metal side cover NOTE: Do not remove the metal side cover to install a SODIMM.
  • Page 19: Replacing The Side Access Panel

    Align the tabs on both sides of the cover and press the front edge down firmly until the latch closes. Figure 2-4 Replacing the metal side cover Replacing the side access panel To replace the access panel: Place the access panel on the side of the unit, offset about 6.35 mm (1/4 inch) toward the top of the unit (1), allowing the hooks on the underside of the panel to slip into notches in the side access panel.
  • Page 20 Turn the chassis upside down. Align the hooks on the underside of the bottom cover with the slots in the chassis and press the cover down and then forward until it locks in place. Figure 2-6 Replacing the bottom cover Replace the stand, if the thin client is to be used in the tower orientation.
  • Page 21: Removing And Replacing The Battery

    In order to forward them to recycling or proper disposal, please use the public collection system or return them to HP, an authorized HP partner, or their agents. The Taiwan EPA requires dry battery manufacturing or importing firms, in accordance with Article 15 or the Waste Disposal Act, to indicate the recovery marks on the batteries used in sales, giveaways, or promotions.
  • Page 22: Installing Thin Client Options

    Installing thin client options Various options can be installed on the thin client: ● Installing a SODIMM on page 16 ● Installing a flash memory module on page 19 ● Replacing an internal hard drive on page 21 ● Installing a PCI-Express card on page 24 ●...
  • Page 23 CAUTION: You must disconnect the power cord and wait approximately 30 seconds for the power to drain before adding or removing memory modules. Regardless of the power-on state, voltage is always supplied to the memory modules as long as the computer is plugged into an active AC outlet. Adding or removing memory modules while voltage is present may cause irreparable damage to the memory modules or system board.
  • Page 24 Figure 2-9 Installing a SODIMM Press the SODIMM down into the compartment (2). If you are installing the SODIMM in the HP t610 Thin Client, place a thermal pad on the SODIMM. CAUTION: The thermal pad is required to help cool the SODIMM in the HP t610 Thin Client.
  • Page 25: Installing A Flash Memory Module

    Insert the tab on the front edge of the access plate into its slot (1) and press the plate down lightly to engage the latch (2). Figure 2-11 Replacing the SODIMM access plate Slide the serial number tab back to its original position. Installing a flash memory module Before beginning the installation process, review General hardware installation sequence on page 9...
  • Page 26 Locate the correct flash memory module socket on the system board. The PATA socket (1) is populated by default. The SATA socket (2) can be populated with an optional SATA flash memory module. Figure 2-12 Identifying the Flash Memory Module sockets Align the connector on the flash memory module with the socket on the system board and press the flash memory module into the socket.
  • Page 27: Replacing An Internal Hard Drive

    Press the module connectors firmly into the flash memory module socket (1), making sure that the retention post on the system board is aligned with the hole in the module. Figure 2-14 Securing the flash memory module Insert the screw provided in the flash memory module option kit through the hole in the module into the retention post (2) and tighten to secure the module.
  • Page 28: Installing An Internal Hard Drive

    Lift the drive bracket latch (1) and slide the drive bracket out of the retention bracket (2). Figure 2-15 Removing the hard drive bracket from the retention assembly Remove the four screws that secure the hard drive in the drive bracket (1) and remove the hard drive from the bracket (2).
  • Page 29 Insert the hard drive into the drive bracket (1) and secure it by fastening the four screws provided in the kit (2). Figure 2-17 Inserting the hard drive into the drive bracket Locate the internal hard drive connector (1) and retention bracket (2) on the system board. Figure 2-18 Locating the hard drive connector and retention bracket on the system board Installing thin client options...
  • Page 30: Installing A Pci-Express Card

    Installing a PCI-Express card on page 24 instructions. Installing a PCI-Express card You may install an optional PCI-Express (PCIe) card in the HP t610 PLUS Thin Client, which has a PCIe riser card installed. Before beginning the replacement process, review General hardware installation sequence on page 9 for procedures you should follow before and after installing or replacing hardware.
  • Page 31 To install a PCIe card: Press down on the plastic blank tab and pull it out of the chassis. Figure 2-20 Removing the expansion slot blank Open the metal latch securing the expansion slot cover on the inside of the thin client (1) and remove the expansion slot cover (2).
  • Page 32: Installing External Drives

    Installing the PCIe card Close the metal latch to secure the PCIe card (2). Installing external drives Various external USB drives are available as options for the t610 Series Thin Clients. For more information about these drives, visit http://h10010.www1.hp.com/wwpc/us/en/sm/WF12a/ 12454-12454-321959.html, or refer to the instructions that accompany the option.
  • Page 33: Mounting The Thin Client

    Mounting the thin client HP Quick Release The HP t610 Series Flexible Thin Clients incorporate four mounting points on one side of the unit. These mounting points follow the VESA (Video Electronics Standards Association) standard, which provides industry-standard mounting interfaces for Flat Displays (FDs), such as flat panel monitors, flat displays, and flat TVs.
  • Page 34 To use the HP Quick Release with a VESA-configured thin client: Using four 15 mm screws included in the mounting device kit, attach one side of the HP Quick Release to the thin client as shown in the following illustration.
  • Page 35 CAUTION: To ensure proper function of the HP Quick Release and a secure connection of all components, make sure both the release lever on one side of the mounting device and the rounded opening on the other side face upward.
  • Page 36: Supported Mounting Options

    Supported mounting options The following illustrations demonstrate some of the supported mounting options for the mounting bracket. ● You can mount the thin client on the back of a flat panel monitor stand. Figure 3-5 Thin client mounted on back of monitor stand ●...
  • Page 37 Figure 3-7 Thin client mounted under desk Supported mounting options...
  • Page 38: Computer Setup (F10) Utility, Bios Settings

    Computer Setup (F10) Utility, BIOS Settings Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: ● Change factory default settings. ● Set the system date and time. ● Set, view, change, or verify the system configuration, including settings for processor, graphics, memory, audio, storage, communications, and input devices.
  • Page 39: Using Computer Setup (F10) Utilities

    Using Computer Setup (F10) Utilities Computer Setup can be accessed only by turning the computer on or restarting the system. To access the Computer Setup Utilities menu, complete the following steps: Turn on or restart the computer. Press either while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen.
  • Page 40: Computer Setup-Storage

    Table 4-2 Computer Setup—File Option Description System Information Lists: ● Product name ● SKU number (some models) ● Processor type/speed/stepping ● Cache size (L1/L2) ● Installed memory size/speed, number of channels (single or dual) (if applicable) ● Integrated MAC address for embedded, enabled NIC (if applicable) ●...
  • Page 41 Table 4-3 Computer Setup—Storage (continued) Device Configuration Lists all installed BIOS-controlled storage devices. When a device is selected, detailed information and options are displayed. The following options may be presented: Hard Disk: Size, model, firmware version, serial number, connector color. ●...
  • Page 42: Computer Setup-Security

    Table 4-3 Computer Setup—Storage (continued) Storage Options SATA Emulation CAUTION: SATA emulation changes may prevent access to existing hard drive data and degrade or corrupt established volumes. Allows you to choose how the SATA controller and devices are accessed by the operating system.
  • Page 43 Table 4-4 Computer Setup—Security (continued) Power-On Password Allows you to set and enable a power-on password. The power-on password prompt appears after a power cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot. Password Options Allows you to enable/disable: ●...
  • Page 44 Table 4-4 Computer Setup—Security (continued) System IDs Allows you to set: ● Asset tag (18-byte identifier), a property identification number assigned by the company to the computer. ● Ownership tag (80-byte identifier) displayed during POST. ● Universal Unique Identifier (UUID) number. The UUID can only be updated if the current chassis serial number is invalid.
  • Page 45 Table 4-4 Computer Setup—Security (continued) System Security Data Execution Prevention (enable/disable) - Helps prevent operating system security breaches. (some models: these Default is enabled. options are hardware SVM CPU Virtualization (enable/disable). Controls the virtualization features of the processor. dependent) Changing this setting requires turning the computer off and then back on. Default is disabled. Embedded Security Device Support (some models) (enable/disable) - Permits activation and deactivation of the Embedded Security Device.
  • Page 46: Computer Setup-Power

    Computer Setup—Power NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 4-5 Computer Setup—Power Option Description ● OS Power Idle Power Savings—Extended/Auto/Normal. Allows certain operating systems to decrease Management the processors power consumption when the processor is idle. Default is extended. ●...
  • Page 47: Computer Setup-Advanced

    Computer Setup—Advanced NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 4-6 Computer Setup—Advanced (for advanced users) Option Heading Power-On Options Allows you to set: ● POST mode (QuickBoot, Clear Memory, FullBoot, or FullBoot Every x Days). ●...
  • Page 48: Recovering The Configuration Settings

    Table 4-6 Computer Setup—Advanced (for advanced users) (continued) Bus Options On some models, allows you to enable or disable: ● PCI SERR# Generation. Default is enabled. ● PCI VGA Palette Snooping, which sets the VGA palette snooping bit in PCI configuration space;...
  • Page 49: Changing Bios Settings From The Repsetup Utility

    Changing BIOS Settings from the REPSETUP utility Some BIOS settings may be changed locally within the operating system without having to go through the F10 utility . This table identifies the items that can be controlled with this method. BIOS Setting Default Value Other Values Setup Language...
  • Page 50 SATA1 Device available Device hidden SATA2 Device available Device hidden Network Service Disable Enable Boot Enter Ownership Enter UUID Data Execution Disable Enable Prevention SVM CPU Disable Enable Virtualization Activate Embedded Disable Enable Security On Next Boot Embedded Security F1 to Boot Allow user to reject, No Prompts Activation Policy OS management of...
  • Page 51 POST Delay (in None 5, 10, 15, 20 seconds) Bypass F1 Prompt Disable Enable on Configuration Changes Sunday – Saturday Disable Enable BIOS Power-On 00:00 Time (hh:mm) PCI SERR# Enable Disable Generation PCI VGA Palette Disable Enable Snooping Printer Mode EPP+ECP Bi-Directional, Output-Only Num Lock State at...
  • Page 52: Diagnostics And Troubleshooting

    Diagnostics and Troubleshooting LEDs Table 5-1 Power and IDE Flash Activity LEDs Status Power LED Off When the unit is plugged into the wall socket and the Power LED is off, the unit is powered off. However, the network can trigger a Wake On LAN event in order to perform management functions.
  • Page 53: Wake-On Lan

    Wake-on LAN Wake-on LAN (WOL) allows a computer to be turned on or resumed from sleep or hibernation state by a network message. You can enable or disable WOL in Computer Setup using the S5 Maximum Power Savings setting. To enable or disable WOL: Turn on or restart the computer.
  • Page 54: Resetting The Administrator And Power-On Passwords

    Resetting the Administrator and power-on passwords You can reset the Administrator and power-on passwords as follows: Turn off the computer and disconnect the power cord from the power outlet. Remove the side access panel and the metal side cover. Remove the password jumper from the system board header labeled PSWD. Replace the metal side cover and the side access panel.
  • Page 55: Interpreting Post Diagnostic Front Panel Leds And Audible Codes

    Interpreting POST Diagnostic Front Panel LEDs and Audible Codes This section covers the front panel LED codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
  • Page 56 LEDs continue Reseat memory modules. until problem is solved. Replace memory modules one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Red Power LED flashes six Pre-video graphics error.
  • Page 57: Post Numeric Codes And Text Messages

    POST Numeric Codes and Text Messages This section covers those POST errors that have numeric codes associated with them. The section also includes some text messages that may be encountered during POST. NOTE: The computer will beep once after a POST text message is displayed on the screen. Table 5-4 Numeric Codes and Text Messages Control panel message...
  • Page 58 Drive Protection System test under Storage > DPS Self-test. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) Back up contents and replace hard drive. Invalid Electronic Serial Number Electronic serial number is missing.
  • Page 59: Troubleshooting

    Troubleshooting Basic Troubleshooting If the thin client is experiencing operating problems or will not power on, review the following items. Table 5-5 Power-On Troubleshooting Issue Procedures The thin client unit is experiencing Ensure that the following connectors are securely plugged into the thin client operating problems.
  • Page 60: Diskless (No-Flash) Unit Troubleshooting

    Table 5-5 Power-On Troubleshooting (continued) A newly connected unknown USB An unknown USB peripheral may be connected and disconnected to a running peripheral does not respond or USB platform as long as you do not reboot the system. If problems occur, disconnect peripherals connected prior to the newly the unknown USB peripheral and reboot the platform.
  • Page 61 If you are running in a Linux environment go to step 3. If you are running in a Microsoft RIS PXE environment press the key to activate the network service boot as soon as the DHCP IP information appears on the screen. If the unit does not boot to the network the server is not configured to PXE.
  • Page 62: Restoring The Flash Image

    Download and run the Package-for-the-Web deliverable (an .exe file) that contains the original factory image for the thin client. The HP Thin Client Imaging Tool (CRStart.exe) runs automatically. Choose one of the deployment options: Each option is described in the following paragraphs.
  • Page 63: Formatting A Usb Flash Drive

    Formatting a USB Flash Drive CAUTION: To prevent loss of data, be sure that you have saved any user-created data from the USB drive to another drive. Connect your USB flash device (drive key) to your personal computer. Ensure that only one USB flash device is connected to the system.
  • Page 64: Appendix A Specifications

    ** The operating temperature range when the thin 1° C/300m (1.8° F/1000ft) to a maximum of 3km client is attached to a flat panel using the HP Quick (10,000ft), with no direct, sustained sunlight. Upper limit Release is 50° to 95° F (10° to 35° C).
  • Page 65 ** The operating temperature range when the thin 1° C/300m (1.8° F/1000ft) to a maximum of 3km client is attached to a flat panel using the HP Quick (10,000ft), with no direct, sustained sunlight. Upper limit Release is 50° to 95° F (10° to 35° C).
  • Page 66 Table A-2 HP t610 PLUS Thin Client (continued) Power Supply 100–240 VAC 100–240 VAC Operating Input Voltage Range 50–60 Hz 50–60 Hz Rated Line Frequency Power Output (maximum) 85 W 85 W Appendix A Specifications...
  • Page 67: Appendix B Adding An Image Restore Tool

    Adding an Image Restore Tool Ensure that the boot order is set to use the Network as the first boot device. Ensure that IBR.exe (Image Restore) and Flash.dd are stored in the same directory on the server. (e.g., c:\program files\altiris\express\deployment server\images) From the Altiris Deployment Server Console, click File >...
  • Page 68: Appendix C Configuring A Pxe Server

    This Troubleshooting section is not intended to enable HP Service to support PXE software. All PXE software is supported by authorized service providers on a warranty or service contract basis. Customers that call the HP Customer Service Center with PXE issues and questions should be referred to their PXE provider for assistance.
  • Page 69: Authorizing Remote Installation Services (Ris Pxe Server)

    Authorizing Remote Installation Services (RIS PXE Server) If you have installed RIS on a server other than the server running DHCP, authorize PXE with DHCP as follows: Record the IP address of the RIS PXE Server. Log on to the DHCP Server as administrator. From the Control Panel, double-click Administrative Tools.
  • Page 70: Ris Menu

    Create a network boot disk to map drives. (Refer to the Microsoft Web site for instructions about creating a network bootable diskette.) For More Information HP thin client documentation (including white papers discussing software deployment methods): http://welcome.hp.com/country/us/en/support.html?pageDisplay=support. Type your model number into the for product box and navigate to the Manuals link.
  • Page 71: Appendix D System Bios

    System BIOS Updating or restoring a BIOS Windows BIOS Flashing You can use the BIOS Flash Update SoftPaq to restore or upgrade the system BIOS. Several methods for changing the BIOS firmware stored on your computer are available . HPQFlash.exe is a utility designed to flash the System BIOS within a Microsoft Windows environment.
  • Page 72 Linux. After the driver loads, execute the utility from a command prompt with administrator privileges. The HP ThinPro or HP Smart Client Linux OS images include the utility for updating the BIOS, but the binary file to flash must be copied from the DOS Flash folder to the unit. Review the README.txt file for more specific instructions in the SoftPaq.
  • Page 73 BootBlock Emergency Recovery Mode In the event of a failed BIOS update (for example if power is lost while updating), the System BIOS may become corrupted. BootBlock Emergency Recovery Mode detects this condition and automatically searches the root directory of the hard drive and any USB media sources for a compatible binary image.
  • Page 74: Appendix E Electrostatic Discharge

    Use conductive field service tools. ● Use a portable field service kit with a folding static-dissipating work mat. If you do not have any of the suggested equipment for proper grounding, contact an HP authorized dealer, reseller, or service provider. NOTE: For more information about static electricity, contact an HP authorized dealer, reseller, or service provider.
  • Page 75: Index

    Remote Installation formatting a flash drive 57 Services 62 cautions front panel components HP Quick Release 29 HP t610 PLUS Thin Client 2 static electricity 9 HP t610 Thin Client 2 LEDs 46 changing BIOS settings blinking power 49...
  • Page 76 QuickSpecs 2 serial connector location 3 thin client hardware and serial number location 8 software 1 PCIe card, HP t610 PLUS Thin setting user permissions on the thin client options 1 Client 24 Active Directory Server 63 USB drive options 26...