HP T5700 Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi
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- HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 1
Troubleshooting Guide HP Compaq t5000 Series Thin Client Document Part Number: 335795-008 June 2006 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 2
such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable result in damage to equipment or loss of information. Troubleshooting Guide HP Compaq t5000 Series Thin Client Eighth Edition (June 2006) First Edition (May 2003) - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 3
Contents Product Description Network Firmware 1-1 HP Compaq Thin Client t5000 Series 1-2 Serial Number Location 1-6 Connecting USB Equipment 1-6 Locating Additional Information 1-7 Spare Parts Lists t5000 Series Spare Parts List 2-1 t5720 Model Spare Parts List 2-6 HP t5000 Series Setup (F10) - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 4
5-2 Creating an ISO Image 5-3 Formatting a USB Flash Drive 5-4 Unpacking the Image and Tools for Deployment 5-5 Deploying with PXE 5-7 Citrix MetaFrame Citrix MetaFrame Troubleshooting 6-1 Microsoft Remote Desktop Protocol Thin Client t5000 Specifications Adding an Image Restore Tool Using - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 5
Contents Replacing the CMOS Battery Removing and Replacing the Side Access Panel and Chassis Cover E-1 t5000 Series E-1 t5720 Model E-3 Replacing the Battery E-3 Support Information Index Troubleshooting Guide www.hp.com v - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 6
Contents vi www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 7
Firmware PXE (Pre-boot Execution Environment) is supported on all HP Compaq Thin Client t5000 Series products. PXE allows a client to boot from a server on a network prior to booting the embedded Operating System (OS) from the local Flash module. As long as the system is connected to AC power - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 8
t5000 Series Front view - t5000 Series Models (left) and t5720 Model (right) 1 Power Button 2 Power LED 3 Flash activity LED 4 USB ports (2) ✎ For information on differences between the t5300, t5500, and t5700 series models, refer to the Getting Started with the HP Compaq t5000 Series manual in the - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 9
model does not include a PCI expansion option connector on the system board. Ä CAUTION: The t5000 Series 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. Troubleshooting Guide www.hp.com 1-3 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 10
series models include a PCI expansion option connector on the system board. Ä CAUTION: The t5000 Series power cord connector is for use only with the supplied power adaptor. Replace with only the same or equivalent type as recommended by the manufacturer. 1-4 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 11
/2 Connectors (2) 9 Serial Connector 5 Parallel Connector : Power Connector *When the PCI Expansion module is installed, use the connector located at the bottom of the unit. ✎ The t5720 model includes a PCI expansion option connector on the system board. Troubleshooting Guide www.hp.com 1-5 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 12
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. 1-6 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 13
Reference Guide ■ Terminal Emulation Quick Reference Guide (Extended Emulation) ■ Terminal Emulation Quick Reference Guide ■ Customer and Service Notifications, Bulletins and Advisories ■ Quickspecs ✎ Documentation, white papers, and drivers are subject to change. For the latest HP thin client - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 14
Product Description 1-8 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 15
the Thin Client t5000 Series. t5000 Series Spare Parts Table Description t5300\CE .NET/IE 533MHz 32F/64R Unit t5300 Diskless, 533 MHz 0/64 Unit t5500\CE .NET/IE 733MHz 32F/128R Unit t5500 Diskless, 733 MHz 0/128 t5700\XP Embedded/IE 733MHz 192/256R Unit t5515 800MHz 32/64Unit t5515 800MHz 128/128 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 16
Mouse, USB, Carbon, 2 button scroll Foot Stand w/screws Foot, Rubber, t5000 Battery, Internal, CR 2032, 3V Speaker w/screws Screw Kit, Miscellaneous Power Cords Power Cord, AC-Europe Power Cord, AC-Danish Power Cord, International Power Cord, AC-Italian Power Cord, AC Power Cord, AC-PRC Power Cord - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 17
Spare Parts Lists t5000 Series Spare Parts Table Description Enhanced USB Keyboards (Continued) French, Carbonite/Silver German, Carbon/Silver German, Carbonite/Silver Greek, Carbon/Silver 231 326227-071 326228-101 326228-111 326227-AB1 326227-281 326227-141 Troubleshooting Guide www.hp.com 2-3 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 18
Kingdom, Carbon/Silver 326227-031 United States, Carbon/Silver 326227-001 Basic USB Keyboards, Carbonite/Silver Arabic 355631-171 Belgian 355631-181 Brazilian Portuguese 355631-201 Portuguese 355631-131 Russian 355631-251 Simplified Chinese 355631-AA1 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 19
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. Options Cradle, USB MultiBay - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 20
305283-001 USB Flash Drive (Drive Key), 128MB (USB 1.1) 331466-001 USB Flash Drive (Drive Key), 128MB (USB 2.0) 349988-001 USB Flash Drive (Drive Key), 256MB (USB 2.0) 344249-001 For a full list of supported and leveraged Hewlett-Packard and third party options, go to: http://h18004.www1.hp.com - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 21
Power Cords Power Cord, AC-Europe 198292-021 Power Cord, AC-Danish 198292-081 Power Cord, International 345751-002 Power Cord, AC-Italian 198292-061 Power Cord, AC 142766-001 Power Cord, AC-PRC 292657-AA1 Power 382925-061 Japanese 382925-291 Troubleshooting Guide www.hp.com 2-7 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 22
Options HP Nvidia Quadro 280 NVS 64 MB Dual Head PCI graphic card PCI Expansion Module w/50W power brick 50W power brick (for unit with PCI Expansion Module) HP Quick Release Kensington cable lock 40W power brick 001 409129-001 409578-001 294359-001 325709-001 2-8 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 23
-001 USB to serial converter 407185-001 512MB drive key 399131-001 512MB PC2700 DDR1 SODIMM 407680-001 For a full list of supported and leveraged Hewlett-Packard and third party options, go to: http://h18004.www1.hp.com/products/thinclients/software.html Troubleshooting Guide www.hp.com - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 24
Spare Parts Lists 2-10 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 25
Headings: System Information, Standard CMOS Features, Advanced BIOS Features, Integrated Peripherals, and Power Management Setup. Task Headings: Load Factory Defaults, Set Administrative Password, Set User Password, Save & Exit Setup, and Exit without Saving. Troubleshooting Guide www.hp.com 3-1 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 26
address for embedded, enabled NIC (if applies) - UUID (Universal Unique ID) - Chassis serial number - Asset tracking number - Asset Tag Number (Sets Asset tracking number) ✎ Support for specific Setup options may vary depending on your hardware configuration. 3-2 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 27
Setup. POST delay (secs) Set a delay that is added to POST to allow more time to press F10 to enter the Setup Utility. F12 Boot Enable/disable network service boot. ✎ Support for specific Setup options may vary depending on your hardware configuration. Troubleshooting Guide www.hp.com 3-3 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 28
on PME Enable/disable system wakeup capability for onboard LAN device and PCI Card BIOS Wake Up Enable wakeup on RTC alarm Load Factory Defaults Select Yes or No (Y/N) ✎ Support for specific Setup options may vary depending on your hardware configuration. 3-4 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 29
. User password provides read-only access to Setup options. Save & Exit Setup Saves data to CMOS Exit without Saving Exits the Setup Utility without saving any changes. ✎ Support for specific Setup options may vary depending on your hardware configuration. Troubleshooting Guide www.hp.com - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 30
HP t5000 Series Setup (F10) Utility 3-6 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 31
an error message. ✎ RJ-45 LEDs are located inside the RJ-45 connector on the top, rear panel of the thin client. The LEDs are visible when the connector is installed. Blinking green indicates network activity, and amber indicates a 100MB speed connection. Troubleshooting Guide www.hp.com 4-1 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 32
and configures all PCI devices. 4. Initializes the video to a known state. 5. Initializes USB devices to a known state. 6. Performs power-on diagnostics. (For more information, see "Power-On Diagnostic Tests".) 7. The unit boots the operating system. 4-2 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 33
test to determine if ports are present Timer Tests timer interrupt by using polling method RTC CMOS battery Tests integrity of RTC CMOS battery NAND Flash device Tests for proper NAND flash device ID present Troubleshooting Guide www.hp.com 4-3 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 34
system loads the default equipment configuration. A checksum error may indicate that CMOS has become corrupt. A weak battery may have caused this error. Replace the battery if necessary. For more information, refer to Appendix E, "Replacing the CMOS Battery." 4-4 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 35
the memory error. Override enabled - Defaults loaded If the system cannot boot using the current CMOS configuration, the BIOS can override the current configuration with a set of BIOS defaults designed for the most stable, minimal-performance system operations. Troubleshooting Guide www.hp.com - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 36
is a hardware problem. If the problem occurs every time the terminal is turned on, call your local HP Call Center for a diagnosis. For the phone numbers of an HP Call Center near you, visit the following Web site: http://www.hp.com/cgi-bin/hp support/index.pl 4-6 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 37
Diagnostics and Troubleshooting Boot Error Messages (Continued) Screen Messages Corrective Action 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." • Reflash the software image if you - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 38
Y Is there N video? Y Beeps, LEDs, or error N messages? Y Is the OS N Loading? Y Go to next page t5000 Troubleshooting B Flow Chart Go to Page 4-10 No Power Go to Page 4-13 No Video Go to Page 4-17 Error Messages Go to Page 4-18 No O/S Loading 4-8 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 39
Device or Keyboard Go to Page 4-21 No Internal Network Connector Y Audio N working? Y Go to Page 4-22 No Audio Windows Desktop displayed but N can't connect? Go to Page 4-23 No IP address Booting Y in continuous loop. Go to Page 4-24 Booting in Continuous Loop Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 40
No Power, Part 2 Plug power cord into brick and power source, then from brick to system. Ensure power strip or UPS is turned on. Turn computer off. Plug power cord into different active wall outlet. Restart thin client and return to start of this chart. 4-10 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 41
Diagnostics and Troubleshooting Power Y LED on? N Reseat AC adapter in thin client and at power source Done Power on? Y N Power outlet N active? Y Go to next page t5000 Troubleshooting Flow Chart No Power, Part 3 Done Try different outlet Troubleshooting Guide www.hp.com 4-11 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 42
Power on? Y N Is the power brick Y light on? N Replace the power brick. Done Power on? N Y Done Call your local HP Call Center for a diagnosis. To locate a local phone number, visit the HP Web site at: http://www.hp.com/cgibin/hpsupport/index.pl 4-12 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 43
Video, Part 2 Plug in, turn on, and return to page 4- 8 Initial Troubleshooting. Notes: 1. Older monitors and some third party monitors do not support the amber LED. 2. If more than one adapter is installed, monitor must be connected to primary controller. Troubleshooting Guide www.hp.com 4-13 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 44
Turn off and unplug thin client before reconnecting cables. Done Replace Monitor Y Video OK? Done N Does unit have added PCI expansion or N memory upgrades? Y Have the unit serviced. NOTE: Refer to the Warranty for coverage information. Go to next page t5000 Troubleshooting Flow Chart No - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 45
and Troubleshooting Turn off power, disconnect power cord, and open the computer. Reseat flash, riser board, and PCI memory, then clear CMOS by removing and replacing the battery. Replace cover and power cord, then restart computer. CAUTION: Power is continuous to the system board and power supply - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 46
disconnect power. Replace components in system one Have the unit serviced. N at a time starting with Flash. NOTE: Refer to the Warranty for Test system after each coverage information. replacement for video or beeps. (see page 4-17) Video OK? Y Done 4-16 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 47
ROMPaq diskette and reload ROM. Download the ROMPaq from the HP Web site at http://www.hp.com/products/thinclientsoftware. NOTES: Short (S) and long (L) beeps will only be heard if the system has a speaker. LEDs will only function on PS/2 keyboards, not USB. Troubleshooting Guide www.hp.com 4-17 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 48
priority: 1. USB Device 2. Flash 3. Network Note: For diskless models see page 4-29. O/S not loading from: Flash Go to Page 4-19 Network Go to Page 4-21 NOTE: If USB diskette drive present and diskette installed, system will not boot from other USB device. 4-18 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 49
any USB diskette drive or USB CD-ROM drive. Press Ctrl-Alt-Del to reboot. Boot from Flash? Y N Restore image using the Recovery process (See Chapter 5) Done Boot from Flash? Y Done N Service the unit. NOTE: Refer to the Warranty for coverage information. Troubleshooting Guide www.hp.com - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 50
working keyboard/mouse to the system. Press Ctrl-Alt-Del to reboot. Press Ctrl-Alt-Del to reboot. Reimage device using the recovery process. Working? Y N Working? Y Done Done N Have the unit serviced. NOTE: Refer to the Warranty for coverage information. 4-20 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 51
cable or have jack activated. NIC configured Y in OS? Reimage using recovery process N OK? Y Done N Call your local HP Call Center for a diagnosis. To locate a local phone number, visit the HP Web site at: http://www.hp.com/cgibin/hpsupport/index.pl Troubleshooting Guide www.hp.com 4-21 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 52
for internal and external speakers. Restore image using the Recovery process. (See Chapter 5.) Audio? Y Done N Take the following actions: 1. Reseat speaker cable 2. Replace speaker NOTE: Refer to Warranty for coverage information. N Audio? Y Done 4-22 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 53
Y Ping N Gateway OK? Y Thin client N have a valid IP address? Reimage device using restore process Reboot unit and server Ping Server by Contact Server Administrator N to verify DCHP, DNS services name OK? started. Y Done Replace network cable Troubleshooting Guide www.hp.com 4-23 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 54
t5000 Troubleshooting Flow Chart (cont'd) Booting in Continuous Loop Using t5000 F10 Setup, change boot priority to factory defaults. 1. USB Device 2. Flash* 3. Network *Check "Amount of Flash memory" in system information table. Reboot the thin client. Boot OK? Y N If you are using XPe OS - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 55
Diagnostics and Troubleshooting Basic Troubleshooting If the Thin Client t5000 Series 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 on. - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 56
Diagnostics and Troubleshooting Power-On Troubleshooting (Continued) Issue Procedures The thin client unit powers on and displays a splash screen, but does not connect to the server. 1. Verify that the network is operating and the network cable is working properly. 2. Verify that the - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 57
USB peripheral will not complete their device actions. An unknown USB peripheral may be connected and disconnected to a running platform as long as you do not reboot the system. If problems occur, disconnect the unknown USB peripheral and reboot the platform. Troubleshooting Guide www.hp - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 58
is defective, replace it with a working monitor and repeat testing. 3. Reimage the thin client unit and power on the monitor again. 4. Test the thin client unit on a known working monitor. If the monitor does not display video, replace the thin client unit. 4-28 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 59
there is no ATA Flash in this model the boot priority sequence is: ■ USB device ■ PXE 1. When the unit boots, the monitor should display the following information: ❏ MAC Address - NIC portion of the system board is OK ❏ GUID-General system board information ❏ Client ID-Information from server - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 60
any key when ready. ❏ Pressing any key will restart the boot cycle. 3. If you are running in a Linux environment an error message will appear on the screen if there is no Client IP. ERROR: Non-system disk or disk error. Replace and press any key when ready. 4-30 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 61
USB flash devices (drive keys) have been tested with the HP Compaq Thin Client Imaging Tool. ■ USB CD-ROM drive for thin client (if using the ISO Image option) Before using the utility, you must download the appropriate image from http://www.hp.com/products/thinclientsoftware. Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 62
a USB flash device (such as a drive key) ■ Unbundle the image to a directory for use in a custom deployment scenario or PXE 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 Compaq Thin Client Imaging Tool - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 63
Restoring the Flash Image Creating an ISO Image 1. Click ISO Image. 2. When prompted, enter a file name for the generated ISO file. Once this process is complete, use the generated ISO file to create a bootable restore CD with your CD creation software. Troubleshooting Guide www.hp.com 5-3 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 64
[Y/N] click Y to begin the image restore process on the thin client. Formatting a USB Flash Drive Ä CAUTION: To prevent loss of data, be sure that you have saved any user-created data from the USB drive to another drive. 1. Connect your USB flash device (drive key) to your personal computer. Ensure - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 65
the Flash Image Connect the bootable USB flash device to the thin client. Only one bootable USB device may be attached to the thin client during this process. 5. Restart the thin client. 6. When prompted Do you want to continue? [Y/N] click Y to begin the image restore process on the thin client - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 66
Restoring the Flash Image 5-6 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 67
, type IBR.EXE /? and press Enter. Refer to Appendix C, "Configuring a PXE Server under Microsoft RIS" for instructions on setting up a PXE Server using Microsoft RIS. See your documentation if using a different PXE server, such as Altiris Deployment Solution. Troubleshooting Guide www.hp.com 5-7 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 68
Restoring the Flash Image 5-8 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 69
contract basis. Customers that call the HP or Compaq Customer Service Center with Citrix issues and questions should be referred to Citrix for assistance. A frequently encountered issue is the inability of the Thin Client to connect to the Citrix server. The problem is often caused by using the - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 70
a problem with the display. Try exiting other applications, such as Microsoft Internet Explorer, to release the colors on your display. The keyboard mapping file specified in the Preferences page of the Settings dialog box is invalid or cannot be located. 6-2 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 71
on the Window page of the Properties dialog box can take values between 300 and 2048 only. Data has been changed. Are you sure you want to quit? You are quitting from the ICA client without saving the Network page of the Properties dialog box must be unique. Troubleshooting Guide www.hp.com 6-3 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 72
update: client is not on local file system. The client cannot update an installation on a non-local (for example, NFS-mounted) file system. Unable to perform update: Not The client cannot update an running $ICAROOT/wfica. installation other than its own. 6-4 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 73
Microsoft Remote Desktop Protocol (RDP) is designed to provide remote display and input capabilities over network connections for Windows-based applications running on a server. RDP services are accessed by the Terminal Services client application on the thin client. RDP can be made available on - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 74
Microsoft Remote Desktop Protocol 7-2 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 75
Input Output Peripheral support Keyboard: HP Enhanced USB with Microsoft Windows keys (104 keys) included Mouse: HP USB scroll mouse included Printer: Local and/or network printers on ICA (virtual port redirection ready) Video: VGA-type video output (DB-15) Troubleshooting Guide www.hp.com A-1 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 76
systems: Microsoft Windows CE .NET/IE or XP Embedded/IE for Thin Clients Server Compatibility • Microsoft Windows NT Server 4.0 • Terminal Server Edition • Microsoft Windows 2000 Server with Terminal Services installed • Citrix WinFrame • Citrix MetaFrame A-2 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 77
Thin Client t5000 Specifications Specifications - t5720 Model Item Processor Memory Protocol Display Support Audio Input Output Peripheral support Description AMD Geode NX1500 high-speed CPU Memory may be expandable. Refer to http://h18000.www1.hp.com/products/q uickspecs/productbulletin.html - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 78
Thin Client t5000 Specifications Specifications - t5720 Model Item Networking Administrative Software Communications Terminal Personalities Supported Description • TCP/IP with DNS and DHCP; Point-to-Point Protocol (PPP) • Multiple master browser support and Citrix load balancing on ICA • SNMP - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 79
families • Windows 2000/2003 Server Terminal Services • Windows 2000 Advance Server • Windows 2000 Advance Server Terminal Services • Citrix MetaFrame and Presentation Server for Microsoft Windows NT 4.0, Windows 2000 Server family, and Windows 2003 Server family Troubleshooting Guide www.hp.com - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 80
Thin Client t5000 Specifications A-6 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 81
you will use to deploy the original thin client image. 4. Click the name of the new job. 5. Near the upper right side of the screen, click Add. 6. Select Run Script from the pop-up menu. 7. Type [full path]\IBR.exe -y [full path]\Flash.img hd0 8. Under In which OS would you like to run this - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 82
Adding an Image Restore Tool Using Altiris Deployment Solution B-2 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 83
Programs. 3. Double-click Add/Remove Windows Components. 4. Select Remote Installation Services, then click Next. (Insert Windows 2000 Server CD into the CD-ROM drive, if prompted.) 5. Restart the computer after the wizard has finished installing the service. Troubleshooting Guide www.hp.com C-1 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 84
requesting service. 5. Click Next. 6. Insert the Windows 2000 Professional CD into the CD-ROM drive and enter the path to the CD-ROM drive (usually drive D:\ or E:\). 7. Click Next. 8. Click Next. 9. Click Next. 10. When installation is complete, click Finish. C-2 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 85
for instructions on creating a network bootable diskette and RIS menu for PXE. Creating Network Bootable Disk to Map Drives Create a network boot disk to map drives. (Refer to the Microsoft Web site for instructions about creating a network bootable diskette.) Troubleshooting Guide www.hp.com - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 86
HP Compaq t5000 Series Documentation (including white papers discussing software deployment methods): http://h18004.www1.hp.com/products/thinclients/software.html Altiris Deployment Solution Documentation: http://www.altiris.com/support/documentation/ C-4 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 87
"Diagnostics and Troubleshooting"), the BIOS must be restored before the thin client will boot to the operating system. To restore the BIOS on a thin client t5000 Series, you will need the following: ■ An external USB diskette drive connected to the thin client ■ HP Compaq Thin Client t5000 Series - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 88
off the thin client with the corrupt BIOS. 8. Connect the external USB diskette drive to the thin client and insert the newly created Flash diskette into the diskette drive. ✎ Before powering on the thin client, check to make sure there are no other USB devices connected to the thin client. If there - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 89
that drive and directory, execute the downloaded file and follow the on-screen instructions. 3. Copy the appropriate utility to a diskette to transfer to the thin client. Å WARNING: Do not turn off power pr attempt to reboot the computer during the upgrade process. Troubleshooting Guide www.hp.com - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 90
System BIOS D-4 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 91
panel and chassis cover as shown in the following sections. Å WARNING: Before removing the side access panel, ensure that the thin client is turned off and that the power cord is disconnected from the electrical outlet. 1. Remove the two back panel screws 1. Troubleshooting Guide www.hp.com E-1 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 92
two screws 1 and pulling the chassis cover 2 off. 4. Disconnect the speaker cable 3 from the system board. Removing the Chassis Cover and Disconnecting the Speaker E-2 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 93
the Battery 1. Locate the battery on the system board. 2. Pull back on the clip 1 that is holding the battery in place, and remove the battery 2. Troubleshooting Guide www.hp.com E-3 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 94
Replacing the CMOS Battery 3. Insert the new battery and position the clip back into place. Removing and Replacing the CMOS Battery After replacing the battery, replace the side panel and chassis cover by reversing the previous steps. E-4 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 95
support: ■ http://www.altiris.com/ Lifecycle Management Software ■ http://www.altiris.com/support/complimentary/ Altiris Complimentary Support The following URL points to Citrix support and services: ■ http://www.citrix.com/site/SS/index.asp Citrix Knowledge Center Troubleshooting Guide www.hp - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 96
Support Information F-2 www.hp.com Troubleshooting Guide - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 97
Installation Services C-2 connecting USB equipment 1-6 connectors t5300 series 1-3 t5500 series 1-4 t5700 series 1-4 t5720 model 1-5 continuous loop troubleshooting 4-24 creating ISO image 5-3 network bootable disk to map drives C-3 D date 3-3 definition PXE 1-1 Troubleshooting Guide www.hp.com - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 98
5-1 flash memory 3-2 flash memory error 4-7 flash test 4-3 foreign language 1-1 formatting USB flash drive 5-4 front view t5000 series 1-2 t5720 model 1-2 H headphone connector t5300 1-3 t5500/t5700 1-4 t5720 1-5 HP Support Web site F-1 I image restore tool B-1 initialization 4-2 input specs - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 99
4-21 network firmware 1-1 network support 3-4 networking specs A-2, A-4 no audio troubleshooting 4-22 no IP address troubleshooting 4-23 no operating system loading troubleshooting 4-18 no power troubleshooting 4-10 no video troubleshooting 4-13 no-flash unit troubleshooting 4-29 non-flash boot - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 100
4-3 server compatibility specs A-2, A-5 setting user permissions C-3 Setup Advanced BIOS Features 3-3 Exit without Saving 3-5 Integrated Peripherals 3-4 Load Factory Defaults 3-4 menus 3-1 Power Management Setup 3-4 Save & Exit Setup 3-5 Set Administrative Password 3-5 Set User Password 3-5 Standard - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 101
4-19 power-on 4-25 U Universal Unique ID (UUID) 3-2 unpacking the image 5-4, 5-5 updating BIOS D-2 USB equipment, connecting 1-6 USB flash drive formatting 5-4 USB port location t5300 1-3 t5500/t5700 1-4 t5720 1-5 USB ports 1-2 USB support 3-4 user permissions C-3 V video troubleshooting 4-13 - HP T5700 | Troubleshooting Guide - HP Compaq t5000 Series Thin Client, 8th Editi - Page 102
Index Index-6 www.hp.com Troubleshooting Guide
Troubleshooting Guide
HP Compaq t5000 Series Thin Client
Document Part Number:
335795-008
June 2006