HP t505 Administrator Guide 5 - Page 75

Reimaging client device firmware, Troubleshooting Citrix password expiration

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Reimaging client device firmware 1. Download the image from http://www.hp.com. 2. Unpack the image to the path C:\USBBoot. 3. Format a USB flash drive. 4. Copy all the files from C:\USBBoot to the root of the USB flash drive. 5. Power off the client. 6. Insert the USB flash drive into the client. 7. Power on the client. The client will boot to the USB flash drive. 8. Follow the on-screen instructions to reimage the client. 9. When the reimage process completes, remove the USB flash drive and press Enter. Troubleshooting Citrix password expiration If users are not being prompted to change expired Citrix passwords, then make sure the XenApp Services site (PNAgent site) has the Prompt authentication method set to allow users to change expired passwords. If you allow users to change their passwords by connecting directly to the domain controller, then make sure the time of the client is in sync with the domain controller and use the full domain name (for example, domain_name.com) when entering the Citrix login credentials. For more information, see Citrix documentation. Using system diagnostics to troubleshoot System diagnostics take a snapshot of the client that can be used to help solve issues without physical access to the client. This snapshot contains log files from the BIOS information and the processes active at the time the system diagnostics were run. TIP: Check the Enable Debug Mode box in the System Logs tab of the About this client screen to generate more information in the diagnostic report. This information may be requested by HP for troubleshooting. Because the system resets log files when it reboots, be sure to capture logs before a reboot. Saving system diagnostic data 1. Insert a USB flash drive into the client. 2. Click the System Information button on the taskbar, and then click the System Logs tab. 3. Click Diagnostic, and then save the compressed diagnostic file Diagnostic.tgz to the USB flash drive. Uncompressing the system diagnostic files The system diagnostic file Diagnostic.tgz is compressed and will need to be uncompressed before you can view the diagnostic files. Troubleshooting Citrix password expiration 63

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Reimaging client device firmware
1.
Download the image from
.
2.
Unpack the image to the path
C:\USBBoot
.
3.
Format a USB flash drive.
4.
Copy all the files from
C:\USBBoot
to the root of the USB flash drive.
5.
Power off the client.
6.
Insert the USB flash drive into the client.
7.
Power on the client. The client will boot to the USB flash drive.
8.
Follow the on-screen instructions to reimage the client.
9.
When the reimage process completes, remove the USB flash drive and press
Enter
.
Troubleshooting Citrix password expiration
If users are not being prompted to change expired Citrix passwords, then make sure the XenApp
Services site (PNAgent site) has the
Prompt
authentication method set to allow users to change
expired passwords. If you allow users to change their passwords by connecting directly to the domain
controller, then make sure the time of the client is in sync with the domain controller and use the full
domain name (for example,
domain_name.com
) when entering the Citrix login credentials. For more
information, see Citrix documentation.
Using system diagnostics to troubleshoot
System diagnostics take a snapshot of the client that can be used to help solve issues without
physical access to the client. This snapshot contains log files from the BIOS information and the
processes active at the time the system diagnostics were run.
TIP:
Check the
Enable Debug Mode
box in the
System Logs
tab of the
About this client
screen to
generate more information in the diagnostic report. This information may be requested by HP for
troubleshooting. Because the system resets log files when it reboots, be sure to capture logs before a
reboot.
Saving system diagnostic data
1.
Insert a USB flash drive into the client.
2.
Click the System Information button on the taskbar, and then click the
System Logs
tab.
3.
Click
Diagnostic
, and then save the compressed diagnostic file
Diagnostic.tgz
to the USB flash
drive.
Uncompressing the system diagnostic files
The system diagnostic file
Diagnostic.tgz
is compressed and will need to be uncompressed before
you can view the diagnostic files.
Troubleshooting Citrix password expiration
63