Compaq Evo Thin Client t20 User manual

b
Troubleshooting Guide
Compaq Evo Thin Client T20
Part Number: 245305-001
August 2001

© 2001 Compaq Computer Corporation
Compaq, the Compaq logo, and Evo are trademarks of Compaq
Information Technologies Group, L.P.
Microsoft, MS-DOS, Windows, 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 shall not be liable for technical or editorial errors or omissions
contained herein. The information in this document is provided “as is”
without warranty of any kind 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.
Troubleshooting Guide
First Edition (August 2001)
Part Number: 245305-001

Troubleshooting Guide i
Contents
1 Product Description
Serial Number Location. . . . . . . . . . . . . . . . . . . . . . . . . . 1–2
Connecting USB Equipment . . . . . . . . . . . . . . . . . . . . . . 1–3
Locating Additional Information. . . . . . . . . . . . . . . . . . . 1–3
2SpareParts
Spare Parts List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1
3 Diagnostics and Troubleshooting
LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–1
Power-On Sequence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2
Power-On Diagnostic Tests . . . . . . . . . . . . . . . . . . . . . . . 3–3
Basic Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–5
4 Rapport Administrative Software and Citrix
MetaFrame
Rapport Administrative Software . . . . . . . . . . . . . . . . . . 4–1
Initial Support Checklist . . . . . . . . . . . . . . . . . . . . . . 4–1
Citrix MetaFrame Troubleshooting . . . . . . . . . . . . . . . . . 4–3
A Specifications
Index

Troubleshooting Guide 1–1
1
Product Description
The Compaq Evo Thin Client T20 is a Windows-based terminal
that connects over a network to a server where all processing and
storage occurs. Because of the nature of the product,
troubleshooting is significantly simpler than on a standard PC.
Compaq Evo Thin Client T20 - Front View

1–2 Troubleshooting Guide
Product Description
Compaq Evo Thin Client T20 - Rear View
This guide provides diagnostic, troubleshooting, and maintenance
information for the Compaq Evo Thin Client T20.
Serial Number Location
The serial number is displayed on the bottom of the unit.

Product Description
Troubleshooting Guide 1–3
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.
Locating Additional Information
The following documentation is available to support this product:
■The Compaq Evo Thin Client T20 and Compaq T1010
Windows Based Terminals Users Guide, which contains
information about:
❏Evo Thin Client T20 features and management
❏The user interface
■The Compaq Evo Thin Client T20 and Compaq T1010
Windows Based Terminals Adminstrators Guide, which
contains information about:
❏Terminal specifications and installation
❏Physical and network connections, and protocols
supported
❏Firmware upgrades
❏Terminal Security
■Compaq Service Advisories and Bulletins
■Compaq QuickFind

Troubleshooting Guide 2–1
2
Spare Parts
Spare Parts List
The Spare Parts table below provides a listing of the spare parts
available for the Compaq Evo Thin Client T20.
Spare Parts List
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 NT3 96F/128R Unit 242305-001
Mouse, USB 242306-001
Enhanced Keyboard 242372-xxx
Arabic -171
APD (Asia-Pacific Division) -371
Austrian -011
Belgium -181
BHCSY (Bosnia-Herzegovina,
Croatia, Slovenia, and Yugoslavia) -B41
Brazilian -201
China -AA1
Czech -221

2–2 Troubleshooting Guide
Spare Parts
Enhanced Keyboard (Continued) 242372-xxx
Danish -081
French -051
French Canadian -121
German -041
Greek -151
Hebrew -BB1
Hungarian -211
International -B31
International-European -021
Italian -061
Japanese -191
Korean -AD1
Latin American Spanish -161
Netherlands -331
Norwegian -091
Polish -241
Portuguese -131
Russian -251
Spanish -071
Swedish -101
Swiss -111
Taiwan -AB1
Turkey, F -541
Spare Parts List (Continued)
Description Spare Part Number

Spare Parts
Troubleshooting Guide 2–3
Enhanced Keyboard (Continued)
Turkish -141
UK -031
US -001
Spare Parts List (Continued)
Description Spare Part Number

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 inside the RJ45 junction connector on the bottom
rear of the Evo Thin Client T20. The indicator lights are visible
through the clear plastic RJ45 cable connector.
RJ45 LEDs
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 VSA 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. (Refer to the following
“Power-On Diagnostics” section.)
7. Checks for special connectors.
If any of the special connectors are installed, then the unit:
❏Downloads the MAC address
❏Downloads software or runs the manufacturing self-test
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

Diagnostics and Troubleshooting
Troubleshooting Guide 3–3
If no special connectors are present, then the unit boots the
operating system.
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.
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 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
Serial ports Tests serial port 1 and serial port 2
using simple port verification test to
determine if ports are present
Timer Test timer interrupt by using polling
method
Keyboard controller Tests for the presence of the
keyboard controller
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

Diagnostics and Troubleshooting
Troubleshooting Guide 3–5
Basic Troubleshooting
If the Thin Client T20 is experiencing operating problems or
won’t power on, review the following items.
Power-On Troubleshooting
Issue Procedures
The T20 unit is experiencing
operating problems. Ensure that the following connectors are securely plugged
into the Thin Client T20:
■Power connector
■USB Keyboard
■USB Mouse
■Network RJ45 connector
■Monitor
The T20 unit doesn’t power on. 1. Verify that the power supply is
good by installing it on a known
workingunit and testing it. If the
power supply doesn’t work on
the test unit, replace it.
2. If the unit doesn’t work
properly with the replaced
power supply, then replace the
T20 unit.

3–6 Troubleshooting Guide
Diagnostics and Troubleshooting
The T20 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 unit is communi-
cating with the server by having
the System Administrator ping
the unit from the server:
❖If the T20 pings back, then
the signal was accepted
and the unit is working.
This indicates a
configuration issue.
❖If the T20 does not ping
back and the T20 does not
connect to the server,
replace the unit.
No link or activity on the network
RJ45 LEDs or the LEDs do not
illuminate blinking yellow after
powering on the T20 unit. (The
network LEDs are located inside
the RJ45 junction connector on the
bottom rear of the T20. Indicator
lights are visible through the clear
plastic RJ45 cable connector.)
1. Verify that the network is not
down.
2. Make sure the RJ45 cable is
good by installing the RJ45
cable onto a known working
device—if a network signal is
detected then the cable is good.
3. Verify the power supply isgood
by replacing the power cable to
the unit with a known working
power supply cable and testing
it.
4. If network LED's still do not
light and you know the power
supply is good, then the T20
unit is defective and should be
replaced.
Power-On Troubleshooting (Continued)
Issue Procedures

Diagnostics and Troubleshooting
Troubleshooting Guide 3–7
Video does not display. 1. Verify that the monitor
brightness is set to a readable
level.
2. Verify the monitor is good by
connecting it to a known
working computer and ensure
its front LED turns green
(assuming the monitor is
Energy Star compliant). If the
monitor is defective, replace it
with a working monitor and
repeat testing.
3. Test the T20 unit on a known
working monitor. If the monitor
does not display video, replace
the T20 unit.
Power-On Troubleshooting (Continued)
Issue Procedures

Troubleshooting Guide 4–1
4
Rapport Administrative Software
and Citrix MetaFrame
Rapport Administrative Software
Rapport is an intuitive graphical management tool that enables
network administrators to control and upgrade networked client
devices with minimum time and effort.
Rapport uses SNMP to communicate with the Evo Thin Client
T20. The Rapport agent software on the thin clients manages the
translation to/from SNMP, and the agents use a Rapport specific
set of error definitions and codes. These are the codes that
Rapport displays in Update Manager, and in its log reports.
The codes are defined in a file named MGTErr.cpp, a C++ insert
file. The MGT errors are defined in groups. For example,
Command errors return codes between 1200 and 1216, terminal
connect errors return codes in the 3000s, and SNMP service
errors return codes in the 4000s. The SNMP errors are broken
down further, such that 4000-4099 are general errors, 4100-4199
are generated for SNMP Get functions, and so on.
Initial Support Checklist
After verifying that the hardware is functioning, review the
following checklist.
Verify that:
1. Rapport is installed on one of the following operating
systems:
❏Microsoft Windows NT 4.0 Server SP 5 or higher

4–2 Troubleshooting Guide
Rapport Administrative Software and Citrix MetaFrame
❏Microsoft Windows NT 4.0 Terminal Server SP 5 or
higher
❏Microsoft Windows NT 4.0 Workstation SP 5 or higher
❏Microsoft Windows 2000 Advanced Server SP 1 or
higher
❏Microsoft Windows 2000 Server SP 1 or higher
❏Microsoft Windows 2000 Professional SP 1 or higher
2. The user or system administrator has set up a domain and is
logged on as Domain Administrator. For security reasons,
Rapport must be installed on a domain and the installer must
be logged on as a domain administrator for that domain. If the
user is not familiar with domains or setting up domains, they
can be referred to Compaq Enterprise technical support, or
they can call the Operating System (Microsoft or other OS
vendor) technical support for assistance in setting up a
domain.
3. The user had either Microsoft-SQL Server or Microsoft Data
Engine (MSDE) installed prior to installing Rapport. MSDE
is not installed as part of Rapport, but MSDE 2000 and
MSDE 7 are provided on the Rapport Installation CD-ROM
in the Applications folder. Please note that MSDE 2000 does
not work on Windows NT Terminal Server.
4. The Rapport Sales Key was installed as suggested. By
default, the Workgroup sales key is pre-populated in the
software; however, if you received a sales key, please use it
instead. The appropriate sales key is printed on a label on the
installation instructions provided with the CD.
5. An FTP server was installed, running, and accessible to the
computer on which Rapport was being installed. The
Microsoft FTP server is preferred. The user can also install
the War FTP Daemon that is provided in the Applications
folder on the Rapport Installation CD-ROM.

Rapport Administrative Software and Citrix MetaFrame
Troubleshooting Guide 4–3
6. The SNMP Service was installed and running prior to the
installation of Rapport.
✎Rapport should not be installed on a system that already has a
TFTP service or a PXE/Proxy service installed.
Citrix MetaFrame Troubleshooting
✎This Troubleshooting section is not intended to enable Compaq
Service to support Citrix software. All Citrix software is
supported by Citrix or Citrix authorized service providers on a
warranty or service contract basis. Customers that call the
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 server name but not having a DNS server configured on the
network or on the terminal. To correct the problem, do one of the
following:
■Configure a DNS server on the network, then add the
necessary DNS information at the terminal.
■Specify the server by its IP address rather than by its name.

4–4 Troubleshooting Guide
Rapport Administrative Software and Citrix MetaFrame
Citrix Error Messages
Error Message Meaning
The option option is not valid. Missing argument for option option.
The option option has an invalid
argument: argument.The configuration file has been edited directly or is corrupt. Reconfigure Citrix
MetaFrame.
Error in configuration file: file
cannot find section section.
Error in configuration file. section
must contain an entry entry.
The configuration file has been edited
directly or is corrupt. Reconfigure Citrix
MetaFrame.
Invalid ICA Protocol data received. This probably indicates a network error.
Cannot open visual: ID number. This visual (ID = ...) cannot support the
required number of colors.
Cannot allocate sufficient colors.
Continuing in 16-color mode. A suitable visual has been found but it can only support 16 colors.
Cannot find a suitable visual on
this display. Unable to allocate a private color map on this display.
An error occurred in the graphics
system. This message indicates a problem with the display. Try exiting other
applications, such as Netscape
Navigator, to release the colors on your
display.
Cannot find keyboard mapping file
file.The keyboard mapping file specified in the Preferences page of the Settings
dialog box is invalid or cannot be
located.
A server must be entered. A server name must be entered on the
Network page of the Properties dialog
box.