Compaq Evo T30 Troubleshooting Manual

b

Troubleshooting Guide

Compaq

Evo

Thin Clients T20 and T30

Part Number: 245305-004

June 2003

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

WARNING: Text set off in this manner indicates that failure to

follow directions could result in bodily harm or loss of life.

Ä

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

Evo

Thin Clients T20 and T30

Fourth Edition (June 2003)

Part Number: 245305-004

Troubleshooting Guide iii

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

iv Troubleshooting Guide

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

DRAFT - Revised: 09/17/02

Troubleshooting Guide 1–1

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.

1–2 Troubleshooting Guide

Product Description

Compaq

Evo

Thin Client T20

Compaq Evo Thin Client T20 - Front View

Compaq Evo Thin Client T20 - Rear View

Product Description

Troubleshooting Guide 1–3

DRAFT - Revised: 09/17/02

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.

1–4 Troubleshooting Guide

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.

Product Description

Troubleshooting Guide 1–5

DRAFT - Revised: 09/17/02

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

■ 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 .

DRAFT - Revised: 09/23/02

Troubleshooting Guide 2–1

2

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.

2–2 Troubleshooting Guide

Spare Parts

DRAFT - Revised: 09/23/02

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,

128F/128R Unit

306709-001

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

Spare Parts

Troubleshooting Guide 2–3

DRAFT - Revised: 09/23/02

Power Cords (

Continued

)

AC Power Cord - Swiss 292657-111

AC Power Cord - 6’ - India, S. African 252631-001

Switching Power Supply (All

countries)

231554-001

T20 Spare Parts Table

(Continued)

Description Spare Part Number

2–4 Troubleshooting Guide

Spare Parts

DRAFT - Revised: 09/23/02

.

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

292238-001

T30 NTe w/PXE 64F/64R Unit 272644-001

T30 NTe w/PXE w/IE 5.5 300Mhz,

128F/128R Unit

306710-001

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

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

246959-021

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

Spare Parts

Troubleshooting Guide 2–5

DRAFT - Revised: 09/23/02

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

Simplified Chinese

(not supported by NTe)

-AA1

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

2–6 Troubleshooting Guide

Spare Parts

DRAFT - Revised: 09/23/02

Enhanced USB Keyboard

(Continued)

242372-xxx

Spanish -071

Swedish -101

Swiss -111

Taiwan (not supported by NTe) -AB1

Turkis 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.

✎

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

Spare Parts Table Common to T20 and T30

(Continued)

Description Spare Part Number

DRAFT - Revised: 6/13/03

Troubleshooting Guide 3–1

3

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:

■ 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.

3–2 Troubleshooting Guide

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

✎

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 (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

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

Diagnostics and Troubleshooting

Troubleshooting Guide 3–3

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.

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.”

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.

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.”

This is considered a correctable

error by downloading and

reflashing the terminal’s software.

3–4 Troubleshooting Guide

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

a second time to confirm the first shutdown.

The following table lists the tests that are performed on the T20

and T30 units.

Power-On Diagnostic Test

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

keyboard controller

*The PS2 port and PC card port testing applies only to T30 units.

Diagnostics and Troubleshooting

Troubleshooting Guide 3–5

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.

Mouse interface Tests for the presence of the

mouse controller

RTC CMOS battery Tests integrity of RTC CMOS

battery

NAND Flash device Tests for proper NAND flash device

ID present

Power-On Diagnostic Test

(Continued)

Test Description

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