b
Troubleshooting Guide
Compaq
Evo
Thin Clients T20 and T30
Part Number: 245305-004
June 2003
© 2003 Compaq Information Technologies, L.P.
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Information Technologies Group, L.P. in the United States and other
countries.
Microsoft, Windows, and Windows NT are trademarks of Microsoft
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Å
WARNING: Text set off in this manner indicates that failure to
follow directions could result in bodily harm or loss of life.
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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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