HP 4410T is a thin client that offers a powerful and versatile computing experience for various use cases. Its key features include:
-
Virtualization support: HP 4410T seamlessly connects to virtualized environments like VMware and Citrix, providing access to applications and data from a centralized server.
-
Remote desktop access: With HP 4410T, you can securely access your Windows or Linux desktops remotely, enabling you to work from anywhere with an internet connection.
-
Cloud computing: The thin client supports cloud-based applications and services, allowing you to access software and data from the cloud without installing them locally.
HP 4410T is a thin client that offers a powerful and versatile computing experience for various use cases. Its key features include:
-
Virtualization support: HP 4410T seamlessly connects to virtualized environments like VMware and Citrix, providing access to applications and data from a centralized server.
-
Remote desktop access: With HP 4410T, you can securely access your Windows or Linux desktops remotely, enabling you to work from anywhere with an internet connection.
-
Cloud computing: The thin client supports cloud-based applications and services, allowing you to access software and data from the cloud without installing them locally.
PSG to HP Software Delivery Guide
September 2, 2009
1
Overview
The purpose of this document is to capture the process of HP Client Automation related software calls from
a PSG team to an HP Software team.
The management agent for HP Client Automation Standard (CAS) (T3488 and T3489 available in English,
German, French, Japanese and Chinese) has been pre-loaded on Desktops, Workstations and Notebooks
into a directory on the image, with instructions on how to install it, if the customer wanted to use it. Any
calls regarding this software on these platforms are to be transferred directly to the HP Software team (use
GRC for routing information). Beginning in May 2009, HP thin-client images (ThinPro, WES, WinCE) have
an HPCA component installed in the image. This component is the “Registration and Agent Loading
Facility” also known as “RALF.” RALF is pre-installed on all managed HP thin-clients, including the Mobile
thin-client (starting with the 4410t. It is NOT installed on the ThinConnect images (such as the t5135 and
t5145). The process of identifying an HP Client Automation issue and how to transfer the call and case is
outlined in this document.
HP Client Automation Standard (CAS) is an easy-to-use solution that offers customers software and HP
hardware management features, including OS image deployment, patch management, remote control, HP
hardware driver and BIOS updates, software distribution and usage metering and free add-on support for
Intel Active Management Technology (iAMT). CAS is designed to provide investment protection and a
migration path to the broader, more scalable Client Automation Enterprise (CAE) product for managing
very large, heterogeneous IT environments. Product is licensed per managed desktop and includes all
required infrastructure components.
For the Thin Client model information, we support all the currently shipping HP managed thin-clients, and
the ones that have been shipping from HP for the last 3 years. While we officially support the t5135 and
the t5145, we understand they are problematic and probably won't be managed by customers so PSG is
trying to re-classify them as "non-managed". We also support the Mobile Thin Clients starting with the
4410t.
Training
Overview slides
HP Client Automation
Standard - May09.pptx
Demo link – 1 hr. https://h30406.www3.hp.com/campaigns/2008/events/sw-06-20-
08/index.php?mcc=DKMW
RALF steps the PSG 1LS support person will take, if a customer is using HP Client
Automation and cannot get it to work with PSG thin clients.
RALF stands for Registration and Agent Loading Facility. This component is part of the HP
Client Automation application. HP Client Automation is a server based application, with a
management console GUI, that is used to manage clients such as desktops, notebooks,
PSG to HP Software Delivery Guide
September 2, 2009
2
workstations, and thin clients. HP Client Automation is available in three editions: Starter,
Standard, and Enterprise editions.
Most of the HP Client Automation software resides on a server. The RALF component comes
preinstalled on HP Thin Clients, and it’s only purpose is to register with the HP Client
Automation console on the server so that a full management agent can then be remotely pushed
out to the client. Once the full agent is pushed out, the client can be fully managed remotely by
the HP Client Automation management console. The version of RALF that comes with the HP
thin clients is compatible with all three editions of HP Client Automation. RALF does not have
a GUI.
Once the HP Thin Client is connected to a network, powered on, and the OS finished loading,
RALF will automatically communicate out from the thin client using port 3465 and attempt to
find a HP Client Automation server that has a name of “hpcaserver”. This can be the actual
servername, or it can be a DNS alias that has been created. At boot-up, RALF will attempt to
contact the server once per hour until it locates the server, or until 24 hours has elapsed. When
RALF locates the server, it will register itself, and will stop any further attempts to contact the
server. After 24 hours, if RALF has not located the HPCA server, it will stop trying, until the
thin-client is re-booted. Then, the cycle will repeat.
1. Does the thin client boot up to the desktop properly? If not, PSG 1LS needs to resolve this by
whatever means usual.
2. Is the thin client connected to a live network jack? If not, instruct the customer to plug the network
cable into a live network jack.
3. Was the thin client initially powered up and connected to the network before the HP Client
Automation server was created? If so, reboot the thin client. RALF will only attempt to find the Client
Automation server once an hour for 24 hours before giving up until the thin client is rebooted. This
limits the amount of network traffic for customers that will not use Client Automation.
4. Does the thin client have a valid IP address? If not, investigate why up to the normal limits of what
PSG 1LS would do for this issue.
5. Can the thin client ping any other system on the network? If not, investigate why up to the normal
limits of what PSG 1LS would do for this issue.
6. Can thin client ping the name or IP of the HP Client Automation server? If not, investigate why up
to the normal limits of what PSG 1LS would do for this issue.
a. RALF uses a default name of HPCAServer for the Client Automation server. If the customer
did not use this name when creating the Client Automation server, they must create a DNS
alias name of HPCAServer that points to the HPCA server name they choose. Additional
help on how to create a DNS alias should be routed to HP Software support.
7. Has the customer uninstalled RALF? If so, instruct the customer to reimage their system. The latest
images on www.hp.com under the Drivers and Support section for their thin client model.
8. Has the customer created their own custom image? If so, proceed with whatever the normal PSG
TC support policy is on this. If we still support this, insure the rest of these steps are checked.
a. PSG does not provide RALF as a standalone application. If the customer is using their own
custom image and needs RALF, instruct them to get RALF from the full HP Client Automation
installation they must already have in order to use RALF, and install RALF per the HP Client
Automation instructions. Client Automation can be downloaded from
PSG to HP Software Delivery Guide
September 2, 2009
3
www.hp.com/go/client. Additional help on how to get or install HP Client Automation or
RALF should be routed to HP Software support.
9. Has the customer removed any of the default firewall settings in the HP image or used their own
custom image with a firewall? RALF and HP Client Automation need the following need files to not
be blocked by a firewall.
Executable
File Extension
Using port(s)
Application
Nvdkit
.exe
3463 (TCP)
HP CAE,CAS
Radconct
.exe
none
HP CAE
Radpinit
.exe
none
HP CAE
Radexecd
.exe
3465 (TCP)
HP CAE
Radstgrq
.exe
none
HP CAE
Radsched
.exe
none
HP CAE
Radgetproxy
.exe
none
HP CAE
Radntfyc
.exe
none
HP CAE
Radidgrp
.exe
None
HP CAE
Ralf
.exe
3465 (TCP)
HP CAE
radreqst
.exe
none
HP CAE
radcrecv
.exe
9100 (UDP)
HP CAE
10. Turn the call over to HP Software support after hardware issues with the thin client, 3
rd
party issues
and infrastructure issues (i.e. network down) are ruled out
Process Overview
Support instructions
WFM to Sparks case routing
Flow Chart
Support instructions
Customers will receive a Welcome Letter that contains how to obtain a contract it. The Website/Software
Support online (SSO) is located at http://managementsoftware.hp.com/support and the following are also
available: knowledge base, manuals and patches.
The phone numbers contact list is located at http://support.openview.hp.com/contact_list.jsp. Please note
that direct connect is available in AMX only.
PSG to HP Software Delivery Guide
September 2, 2009
4
WFM to Sparks
To transfer a case to the HP Software team, please do the following:
1. Leave the case open.
2. The PSG agent will explain to the customer resources are exhausted and the case will be
transferred to the HP software team.
3. State to the customer that turnaround time for contact is 1 business day.
4. Provide the case number to the customer and end the call.
5. Dispatch the case to the WFM: USO_CR SPARKS Dispatch queue
6. Email the contacts listed on the next page to alert them of an incoming case from PSG for a Client
Automation issue.
<End of PSG Process>
<Beginning of HP Software Process>
7. The HP Software agent will yank the case and ensure set to „update visible to customer‟
8. Re-entitle case (PSG will have it entitled under hardware s/n) ………is a trust incident since the
PSG uses serial # instead of contract id
9. Case is resolved and closed as „Misroute‟ and the SDAs reroute to WFM
If HPSW determines the issue to not be software related, the case would be sent back to PSG for
hardware related troubleshooting.
For example, if a SMART or CMI alert detection is not coming up in the HPCA Console and HPSW has
verified the configuration and determined the issue to be HW related instead, the case would go back
for PSG to address
PSG to HP Software Delivery Guide
September 2, 2009
5
Flow Chart
PSG to HP Software Delivery Guide
September 2, 2009
6
SSO Website
The customer will require passport access with a contract id for case submittal.
Contacts:
HPSW – Jared Kennedy (AMX), Karl Skelton (EMEA), Aseem Rawat (APJ)
PSG
PSG to HP Software Delivery Guide
September 2, 2009
7
Definitions
Name
Description
CAE
Client Automation Enterprise
CAS
Client Automation Standard
DSO
Desktop Solutions
HPSW
Hewlett Packard Software
PSG
Personal Systems Group
RALF
Registration and Agent Loading Facility
Sparks
Support Process and Resolution Knowledge System
SSO
Software Support Online
WFM
Workflow Manager
-
1
-
2
-
3
-
4
-
5
-
6
-
7
HP 4410T is a thin client that offers a powerful and versatile computing experience for various use cases. Its key features include:
-
Virtualization support: HP 4410T seamlessly connects to virtualized environments like VMware and Citrix, providing access to applications and data from a centralized server.
-
Remote desktop access: With HP 4410T, you can securely access your Windows or Linux desktops remotely, enabling you to work from anywhere with an internet connection.
-
Cloud computing: The thin client supports cloud-based applications and services, allowing you to access software and data from the cloud without installing them locally.
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