Compaq Evo T20 Troubleshooting Manual
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Compaq Evo T20 Troubleshooting Manual

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Troubleshooting Guide

Compaq Evo Thin Clients T20 and T30
Part Number: 245305-004
June 2003

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Summary of Contents for Compaq Evo T20

  • Page 1: Troubleshooting Guide

    Troubleshooting Guide Compaq Evo Thin Clients T20 and T30 Part Number: 245305-004 June 2003...
  • Page 2 © 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.

  • Page 3: Table Of Contents

    1 Product Description Optional Firmware ......1–1 Compaq Evo Thin Client T20 ..... 1–2 Compaq Evo Thin Client T30 .
  • Page 4 5 Citrix MetaFrame Citrix MetaFrame Troubleshooting ....5–1 6 PXE Operation Flow Current PXE Support Devices ....6–2 List of Terms .

  • Page 5: Product Description

    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.

  • Page 6: Compaq Evo Thin Client T20

    Product Description Compaq Evo Thin Client T20 Compaq Evo Thin Client T20 - Front View Compaq Evo Thin Client T20 - Rear View 1–2 Troubleshooting Guide...

  • Page 7: Compaq Evo Thin Client T30

    Compaq Evo Thin Client T30 Compaq Evo Thin Client T30 - Front View Compaq Evo Thin Client T30 - Rear View Ä CAUTION: The T30 power cord connector is for use only with the supplied power adaptor. Replace only with the same or equivalent type as recommended by the manufacturer.

  • Page 8: Serial Number Location

    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.

  • Page 9: Locating Additional Information

    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 ■...

  • 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. Troubleshooting Guide Spare Parts 2–1...
  • Page 11 Spare Parts T20 Spare Parts Table T20 CE 16F/32R Unit T20 NTe 48F/64R Unit T20 NTe 64F/96R Unit T20 NTe 96F/128R Unit T20 NTe w/PXE 300Mhz, 64F/64R Unit T20 NTe w/PXE w/IE 5.5 300Mhz, 128F/128R Unit T20 CE.NET 300Mhz, 16F/32R Unit T20 CE.NET w/IE 5.5 300Mhz, 32F/64R T20 XPe w/PXE 300Mhz, 192F/256R Unit T20 XPe w/PXE 300Mhz, 256F/256R Unit...
  • Page 12 T20 Spare Parts Table (Continued) Power Cords ( Continued ) AC Power Cord - Swiss AC Power Cord - 6’ - India, S. African Switching Power Supply (All countries) Troubleshooting Guide Description Spare Parts Spare Part Number 292657-111 252631-001 231554-001 2–3...

  • Page 13: Danish

    Spare Parts T30 Spare Parts Table T30 CE.NET 300Mhz, 16F/32R Unit T30 CE.NET w/IE 5.5 300Mhz, 32F/64R Unit T30 NTe w/PXE 64F/64R Unit T30 NTe w/PXE w/IE 5.5 300Mhz, 128F/128R Unit T30 XPe w/PXE 300Mhz, 192F/256R Unit T30 XPe w/PXE 300Mhz, 256F/256R Unit Mouse, USB, Carbon, 2 button scroll AC Adapter, 12V, 40W Ferrite Bead, 120 OHM, SNAP...
  • Page 14 Spare Parts Table Common to T20 and T30 Enhanced USB Keyboard Arabic (not supported by NTe) Belgian Brazilian Simplified Chinese (not supported by NTe) Czech Danish Dutch French German Greek Hebrew (not supported by NTe) Hungarian International Italian Japanese Korean Latin American Spanish Norwegian Polish...
  • Page 15 Spare Parts Spare Parts Table Common to T20 and T30 (Continued) Enhanced USB Keyboard (Continued) Spanish Swedish Swiss Taiwan (not supported by NTe) Turkish United Kingdom United States ✎ 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.

  • Page 16: Diagnostics And Troubleshooting

    Diagnostics and Troubleshooting LEDs Power-On LED Amber Green Troubleshooting Guide Status When the unit is plugged into the wall socket and the LED is off, the unit is in suspend mode. Displays during boot sequence or standby mode. During boot sequence, hardware initialization is processed and startup tests are performed on the following: ■...
  • Page 17 Diagnostics and Troubleshooting ✎ RJ45 LEDs are located inside the RJ45 junction connector on the bottom rear of the Evo Thin Client T20. When the RJ45 cable is installed, the LEDs are visible through the clear plastic cable connector. RJ45 LEDs on the T20 Top LED Blinking (Yellow) Blinking (Yellow)

  • Page 18: Power-On Sequence

    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.

  • Page 19: Power-On Diagnostic Tests

    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. ✎...

  • Page 20: Resetting The Thin Client

    Power-On Diagnostic Test (Continued) Test Mouse interface RTC CMOS battery NAND Flash device 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. ✎...

  • Page 21: T20-T30 Troubleshooting Flow Chart

    Diagnostics and Troubleshooting T20-T30 Troubleshooting Flow Chart Connect Cables Start Does Unit Power LED light? Brick works on another same type unit? Does Unit Beep? Go to next page T20/T30 Troubleshooting Flow Chart 3–6 Turn Power Does Power Power Brick Brick LED has an LED? light?

  • Page 22: T20-T30 Troubleshooting Flow Chart (Cont.)

    Appear? If NTE or XPe, reflash unit using NetXfer or PXE image update Connection Manager or Desktop appear ? If NTE or XPe, reflash unit using NetXfer or PXE image update Go to next page T20 T30 Troubleshooting Flow Chart...

  • Page 23: T20-T30 Troubleshooting Flow Chart (Cont.)

    Diagnostics and Troubleshooting T20-T30 Troubleshooting Flow Chart Continued from Page 3-7 Verify DHCP on server Does Client configure unit have a valid IP address for DHCP. Can you status, network ping the server by IP address? Replace Unit Start DNS Can you service on ping the...

  • Page 24: T20-T30 Troubleshooting Flow Chart (Cont.)

    T20-T30 Troubleshooting Flow Chart Continued from Page 3-8 Verify Terminal Can you establish an ICA or RDP access licenses connection? Verify Telnet Can you Authentication establish a Telnet on Win2K connection? Go to next page T20 T30 Troubleshooting Flow Chart Troubleshooting Guide Diagnostics and Troubleshooting Can you...

  • Page 25: T20-T30 Troubleshooting Flow Chart (Cont.)

    Diagnostics and Troubleshooting T20-T30 Troubleshooting Flow Chart Continued from Page 3-9 Reflash unit using NetXfer or PXE image update Do the I/O ports work? Troubleshooting 3–10 Are both units using the same firmware? Does the device and cable work on another same model Thin Client? Configure...

  • Page 26: Basic Troubleshooting

    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 The Thin Client unit is experiencing operating problems. The Thin Client unit does not power Troubleshooting Guide Diagnostics and Troubleshooting Procedures...
  • Page 27 Diagnostics and Troubleshooting Power-On Troubleshooting (Continued) Issue The Thin Client unit powers on and displays a splash screen, but does not connect to the server. No link or activity on the network RJ45 LEDs or the LEDs do not illuminate blinking yellow after powering on the Thin Client unit.
  • Page 28 Power-On Troubleshooting (Continued) Issue 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. A newly installed PCMCIA/PC Card device does not respond or will not complete device actions.
  • Page 29 Diagnostics and Troubleshooting Power-On Troubleshooting (Continued) Issue Video does not display. 3–14 Procedures 1. Verify that the monitor 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).

  • Page 30: Rapport Administrative Software

    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.

  • 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.
  • Page 32 Citrix MetaFrame Citrix Error Messages Error Message The option option is not valid. The option option has an invalid argument: argument . Error in configuration file: file cannot find section section . Error in configuration file. section must contain an entry entry . Invalid ICA Protocol data received.
  • Page 33 Citrix Error Messages (Continued) Error Message Window size must be between 300 and 2048. Data has been changed. Are you sure you want to quit? Cannot write file: file . Invalid Error: Cannot start Wfica with this connection. Cannot find selected connection, or cannot find specified connection.

  • Page 34: 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.

  • Page 35: Current Pxe Support Devices

    PXE Operation Flow Current PXE Support Devices Description T20 NTe w/PXE 300Mhz, 64F/64R T20 NTe w/PXE w/IE 5.5 300Mhz, 128/128R T20 XPe w/PXE 300Mhz, 192F/256R T20 XPe w/PXE 300Mhz, 256F/256R T30 NTe w/PXE 64F/64R T30 NTe w/PXE w/IE 5.5 300Mhz, 128F/128R T30 XPe w/PXE 300Mhz, 192F/256R T30 XPe w/PXE 300Mhz, 256F/256R...

  • Page 36: Pxe Firmware Scenarios

    Troubleshooting Guide PXE Operation Flow Server 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...
  • Page 37 PXE Operation Flow PXE Corrupt Firmware Scenario (Continued) Step Thin Client The Thin Client boots up and issues DHCP discover on port 67 which contains PXE Client BIOS extension information. The Thin Client responds confirming IP on port 67. 6–4 Server The administrator distributes the ‘Push-ITFPXE_Image’...
  • Page 38 PXE Corrupt Firmware Scenario (Continued) Step Thin Client The Thin Client issues a boot service discover packet containing its IP and PXE Client BIOS extension information on port 4011. The Thin Client issues Network Bootstrap Program Download request to TFTP port 69.
  • Page 39 6–6 Server Server 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...
  • Page 40 PXE Good Firmware Scenario (Continued) Step Thin Client The Thin Client boots up, issues DHCP discover on port 67 which contains PXE Client BIOS extension information. The Thin Client responds confirming IP on port 67. The Thin Client issues a boot service discover packet containing its IP and PXE Client BIOS extension...
  • Page 41 PXE Operation Flow PXE Good Firmware Scenario (Continued) Step Thin Client RapportITF requests the specified archive file (contained in Push_ITFPXE_Image within the Rapport Software Repository). RapportITF confirms the correct flash size, negotiates flash type, and executes Img2Dev to write OS Image to flash. The Thin Client device reboots, performs POST and boots to OS;...

  • Page 42: A Evo Thin Client T20 Specifications

    Evo Thin Client T20 Specifications Specifications Item Processor Memory Protocol Display Support Audio Troubleshooting Guide Description 300 MHz low-power CPU (National Semiconductor Geode GX1) with on-board SDRAM controller and PCI bridge ■ 16MB to 256MB flash memory, expandable to 256MB (expandable memory is not applicable to CE or CE.NET units) ■...
  • Page 43 Specifications Item Input Output Peripheral support Networking Communications Communication Protocols A–2 Description 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) ■...
  • Page 44 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;...
  • Page 45 Specifications Item Resident Operating Systems Server Compatibility Environmental A–4 Description 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 ■...

  • Page 46: B Evo Thin Client T30 Specifications

    Evo Thin Client T30 Specifications Specifications Item Processor Memory Protocol Display Support Audio Input Output Peripheral support Troubleshooting Guide Description 300 MHz CPU (National Semiconductor Geode GX1) with on-board SDRAM controller and PCI bridge ■ 16MB to 256MB flash memory ■...
  • Page 47 Specifications Item Networking Communications Communication Protocols B–2 Description ■ 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...
  • Page 48 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;...
  • Page 49 Specifications Item Resident Operating System Server Compatibility Environmental B–4 Description 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 ■...

  • Page 50: C Netxfer Download Utility

    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 ❏ Install a second Network card in your server (W2K or NT4) and complete the following steps: Troubleshooting Guide C–1...
  • Page 51 NetXFer Download Utility 2. Configuring the Host Computer: Use the following settings to configure the Network Adapter card: ❏ IP Address:10.0.0.1 ❏ Subnet Mask:255.255.255.0 ❏ Gateway:N/A 3. Installing Software on the Host Computer: Download Softpaq SP#22499 (or the latest version) from the www.compaq.com/support/thinclients computer.
  • Page 52 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.
  • Page 53 NetXFer Download Utility Å WARNING: Do not power off or disconnect the thin client until the 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.

  • Page 54: Support Information

    The following URLs point to Thin Client support information listed on the Compaq Web site. ■ http://www.compaq.com/support the Support Home index, product documentation, Operating System upgrades and SoftPaqs, customer announcements and notifications, and self-help ■ http://www.compaq.com/support/thinclients/ Client SoftPaqs list ■ http://cybrary.inet.cpqcorp.net related announcements, documentation, and technical assistance.
  • Page 55 Support Information ■ http://www.microsoft.com/windows/embedded/xp/techinfo/ default.asp D–2 - XPE Technical Resources pointer Troubleshooting Guide...

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