HP vc4820T - Thin Client Troubleshooting Manual
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HP vc4820T - Thin Client Troubleshooting Manual

HP vc4820T - Thin Client Troubleshooting Manual

Troubleshooting guide: hp vc4820t and vc4825t thin clients
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Troubleshooting Guide

HP vc4820T and vc4825T Thin Clients

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Summary of Contents for HP vc4820T - Thin Client

  • Page 1: Troubleshooting Guide

    Troubleshooting Guide HP vc4820T and vc4825T Thin Clients...
  • Page 2 © Copyright 2009 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Microsoft and Windows are trademarks of Microsoft Corporation in the U.S. and other countries. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services.

  • Page 3: About This Book

    About This Book WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life. CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information.
  • Page 4 About This Book...

  • Page 5: Table Of Contents

    Table of contents 1 Product Description Product features ........................... 1 Serial Number Location ....................... 1 Front Panel Components ..................... 2 Top Components ......................... 3 Rear Panel Components ..................... 4 Installing the Rubber Feet ....................4 Installing the Stand ......................5 Removing the Stand ......................
  • Page 6 Setup Utility—Utility Task Actions ..................29 4 Diagnostics and Troubleshooting LEDs ..............................30 Power-On Sequence .......................... 31 Power-On Diagnostic Tests ........................ 31 Beep Codes ............................32 POST Error Messages ........................32 Troubleshooting ..........................33 Basic Troubleshooting ....................... 33 Diskless (No-Flash) Unit Troubleshooting ................. 34 Troubleshooting Flowcharts ....................
  • Page 7 Authorizing Remote Installation Services (RIS PXE Server) .............. 57 Configuring Remote Installation Services ..................58 Set User Permissions on the Active Directory Server ................ 58 RIS Menu ............................59 Creating Network Bootable Disk to Map Drives ................. 59 For More Information .......................... 59 Appendix C FTP Update Server Requirements .........................
  • Page 8 viii...

  • Page 9: Product Description

    Product Description The following features are common to all HP thin clients: ● no hard drives or diskette drives ● 5-minute hardware setup time ● central deployment and management using HP Management Solutions Operating systems The vt4820T thin client models use the Windows Embedded Standard (WES) operating system. The vt4825T Linux thin clients offer an extensible Linux image built upon Debian.

  • Page 10: Front Panel Components

    Front Panel Components For more information, http://www.hp.com and search for your specific thin client model to find the model- specific QuickSpecs. Figure 1-2 Front panel components Secure USB compartment Power LED Power button Line-out (headphone) audio connector Flash activity LED Universal serial bus (USB) connectors (2) Line-in (microphone) connector Chapter 1 Product Description...

  • Page 11: Top Components

    Top Components For more information, http://www.hp.com and search for your specific thin client model to find the model- specific QuickSpecs. The secure USB compartment allows you to use two USB devices in a secured location. Figure 1-3 Top components, external view Secure USB compartment Cable lock slot Figure 1-4...

  • Page 12: Rear Panel Components

    Rear Panel Components For more information, http://www.hp.com and search for your specific thin client model to find the model- specific QuickSpecs. Figure 1-5 Rear panel components Ethernet RJ-45 connector Secure cable routing slot Serial connectors (4) Universal serial bus (USB) connectors (2) PS/2 connectors (2) VGA connector Parallel connector...

  • Page 13: Installing The Stand

    Align the feet with their holes and press them in securely. Figure 1-6 Installing the rubber feet Installing the Stand If you wish to use the thin client in a vertical orientation, you should install the stand for stability. To install the stand: Turn unit upside down.

  • Page 14: Removing The Stand

    Removing the Stand To remove the stand: Turn unit upside down. Lift the tab (1), and then pull the stand up to remove it from the unit (2). Figure 1-8 Removing the stand Chapter 1 Product Description...

  • Page 15: Thin Client Management Solutions

    Thin Client Management Solutions HP has a comprehensive suite of management solutions to fit your needs. This allows you to choose solutions that will work best in your environment. HP ThinState Tools are a set of handy utilities that allow you to copy settings and software images from one thin client to another using a USB drive key.

  • Page 16: Hardware Changes

    Hardware Changes General Hardware Installation Sequence To ensure the proper installation thin client hardware components: Back up any data, if necessary. If the thin client is powered on: Turn off the computer properly through the operating system, then turn off any external devices.

  • Page 17: Removing And Replacing The Secure Usb Compartment Cover

    Replace the side access panel and metal side cover. See Removing and Replacing the Side Access Panel and Metal Side Cover on page Replace the secure USB compartment cover. See Removing and Replacing the Secure USB Compartment Cover on page Reconnect any external devices and power cords.

  • Page 18: Replacing The Secure Usb Compartment Cover

    Push the compartment cover about .6 cm (1/4 inch) toward the front of the unit (2) and lift it off the unit (3). Figure 2-1 Removing the secure USB compartment cover Replacing the Secure USB Compartment Cover To replace the secure compartment cover: Place the cover on top of the unit so it is offset about 0.6 cm (1/4 inch) toward the front of the unit, allowing the tabs on the cover to align with the slots on the chassis (1).

  • Page 19: Removing And Replacing The Side Access Panel And Metal Side Cover

    Removing and Replacing the Side Access Panel and Metal Side Cover Removing the Side Access Panel and Metal Side Cover WARNING! Before removing the side access panel, ensure that the thin client is turned off and the power cord is disconnected from the electrical outlet. To remove the access panel: Remove the secure compartment cover (1).

  • Page 20: Replacing The Metal Side Cover And Side Access Panel

    Lift the metal side cover, rear side first, off the unit (2). Figure 2-4 Removing the metal side cover Replacing the Metal Side Cover and Side Access Panel To replace the metal side cover: Slip the front edge of the metal side cover under the lip on the chassis and lower the cover until it snaps into place (1).

  • Page 21: Installing Thin Client Options

    Slide the panel toward the bottom of the unit until the cover is flush with the bottom panel of the chassis (2). Installing Thin Client Options Various options can be installed on the thin client: ● Installing the USB Device on page 13 ●...

  • Page 22: Removing And Replacing The Battery

    If you install a USB mouse and a USB keyboard in the secure USB compartment, route the cables around and through the clips, then out the secure cable routing slot, as shown in the following illustration. Figure 2-7 Using the secure cable routing slot Removing and Replacing the Battery Before beginning the replacement process, review General Hardware Installation Sequence...

  • Page 23: External Drives

    To release the battery from its holder, gently push the metal guard that extends above one edge of the battery very slightly toward the rear of the unit, then lift the battery out (1). NOTE: Be careful not to bend the metal guard. Figure 2-8 Removing and replacing the internal battery To insert the new battery, align the replacement battery with the positive side toward the + symbol...

  • Page 24: Configuring Powered Serial Ports

    Configuring Powered Serial Ports Three configurable, powered serial ports, COM 2, COM 3, and COM 4, are standard on the thin client. COM 1 is a standard, non-powered serial port that cannot be configured. Some devices use a powered serial port. If the serial port is configured as a powered port, devices that support a powered serial interface do not require an external power source.
  • Page 25 Item Jumper COM2 JP3 COM2 JP2 COM3 JP1 COM3 JP2 COM3 JP3 COM4 JP1 COM4 JP2 COM4 JP3 Before beginning the configuration process, review General Hardware Installation Sequence on page 8 for procedures you should follow before and after installing or replacing hardware. WARNING! Before removing the side access panel, ensure that the thin client is turned off and the power cord is disconnected from the electrical outlet.
  • Page 26 Table 2-2 COM Port Functionality pin # COM1 COM2–Cable COM3 COM4 Connection (Standard) (Customized) (Customized) (Customized) pin 1 +5V/DCD +5V/+12V/DCD +5V/+12V/DCD pin 2 RXD/TXD/RXD (TTL)/ RXD/TXD RXD/TXD TXD (TTL) pin 3 TXD/RXD/TXD (TTL)/ TXD/RXD TXD/RXD RXD (TTL) pin 4 DTR/+5V DTR/+5V/+12v DTR/+5V/+12v pin 5...
  • Page 27 Table 2-3 Configuring Serial Port Power (continued) Configuring Powered Serial Ports...
  • Page 28 Table 2-3 Configuring Serial Port Power (continued) Chapter 2 Hardware Changes...
  • Page 29 Table 2-3 Configuring Serial Port Power (continued) Configuring Powered Serial Ports...
  • Page 30 Table 2-3 Configuring Serial Port Power (continued) Chapter 2 Hardware Changes...
  • Page 31 Table 2-3 Configuring Serial Port Power (continued) Configuring Powered Serial Ports...
  • Page 32 Table 2-3 Configuring Serial Port Power (continued) Chapter 2 Hardware Changes...

  • Page 33: Bios Settings, (F10) Utility

    BIOS Settings, (F10) Utility Using the BIOS Settings VIA Eden processors and the VIA VX800 chipset are used in the vt4820T and vt4825T products. Changing BIOS Settings from the repset utility Some BIOS settings may be changed locally within the operating system without having to go through the F10 utility .

  • Page 34: Changing Bios Settings Using The F10 Utility

    Parallel Mode ECP/EPP Standard, EPP, ECP ECP Mode Use DMA DMA3 DMA1 USB Controller Enabled Disabled External USB Ports Enabled Disabled Halt On All, but Keyboard No Errors Security Option Setup Always USB Keyboard Support Enabled Disabled USB Mouse Support Disabled Enabled NOTE:...

  • Page 35: Setup Utility-System Information

    Table 3-1 Setup (F10) Utility Main Menu (continued) Advanced BIOS Features Setup Utility—Advanced BIOS Features on page 27 Integrated Peripherals Setup Utility—Integrated Peripherals on page 28 Power Management Setup Setup Utility—Power Management Setup on page 29 Setup Utility—System Information NOTE: Support for specific Setup options may vary depending on the hardware configuration.

  • Page 36: Setup Utility-Integrated Peripherals

    Table 3-4 Setup Utility—Advanced BIOS Features (continued) 2nd Boot Device Select Boot Device Priority. Default is ATA Flash. 3rd Boot Device Select Boot Device Priority. Default is Network. Boot Up Numlock Select power on state for Numlock. Default is OFF. Status Security Option Select whether the Password is required every time the system boots or only when you enter Setup.

  • Page 37: Setup Utility-Power Management Setup

    Setup Utility—Power Management Setup Table 3-6 Setup Utility—Power Management Setup Option Description PWRON After PWR- When power is lost and comes back, the option determines what power state the system should go Fail to. Options are Off, On, and Former-Sts. Default is Former-Sts. Wake on PME Enable/disable system wakeup capability for OnBoard LAN device and PCI card.

  • Page 38: Diagnostics And Troubleshooting

    Diagnostics and Troubleshooting LEDs Table 4-1 Power and IDE Flash Activity LEDs Status Power LED Off When the unit is plugged into the wall socket and the Power LED is off, the unit is powered off. However, the network can trigger a Wake On LAN event in order to perform management functions.

  • Page 39: Power-On Sequence

    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: Initializes CPU and memory controller. Initializes VGA software. Initializes and configures all PCI devices.

  • Page 40: Beep Codes

    Beep Codes If there are no video errors, the system goes directly to POST messages. Beep Code Description 1 long, 2 short A video error has occurred and the BIOS cannot initialize the video screen to display any additional information. 1 long, 3 short System running in boot block recovery mode.

  • Page 41: Troubleshooting

    Troubleshooting Basic Troubleshooting If the thin client is experiencing operating problems or will not power on, review the following items. Table 4-4 Power-On Troubleshooting Issue Procedures The thin client unit is experiencing operating Ensure that the following connectors are securely plugged into the thin client unit: problems.

  • Page 42: Diskless (No-Flash) Unit Troubleshooting

    Table 4-4 Power-On Troubleshooting (continued) A newly connected unknown USB An unknown USB peripheral may be connected and disconnected to a running peripheral does not respond or USB platform as long as you do not reboot the system. If problems occur, disconnect peripherals connected prior to the newly the unknown USB peripheral and reboot the platform.
  • Page 43 If you are running in a Linux environment go to step 3. If you are running in an MS RIS PXE environment press the key to activate the network service boot as soon as the DHCP IP information appears on the screen. If the unit does not boot to the network the server is not configured to PXE.

  • Page 44: Troubleshooting Flowcharts

    Troubleshooting Flowcharts Initial Troubleshooting Start Intial Troubleshooting Go to Is there No Power power? Go to Is there No Video video? Go to Beeps, Error Messages LEDs, or error Go to Is the OS No OS Loading loading? Go to next page t5000 Troubleshooting Flow Chart Chapter 4 Diagnostics and Troubleshooting...

  • Page 45: Initial Troubleshooting Part 2

    Initial Troubleshooting Part 2 Continued from Initial Troubleshooting Go to Keyboard/ Non-functioning mouse pointing device or working? keyboard Go to No internal working? network connector Audio Go to No audio working? Windows desktop Go to displayed but No IP address can't connect? Boot in Go to...

  • Page 46: No Power, Part 1

    No Power, Part 1 No Power, Part 1 No Power (Power LED is off) Is power cord Plug power cord into connected from power brick and power source, source to brick and then from brick to brick to system? system. Ensure power strip or Using power UPS is turned on.

  • Page 47: No Power, Part 2

    No Power, Part 2 No Power, continued No Power, Part 2 Plug directly into AC outlet Power Done LED on? Reseat AC adapter in thin client and at power source Done Power Try different Power outlet outlet active? Go to next page t5000 Troubleshooting Flow Chart No Power, Part 3...

  • Page 48: No Power, Part 3

    No Power, Part 3 No Power, Part 2 continued No Power, Part 3 Replace power cord Power Done Is the power brick light Replace the power brick Call your local HP Call Center for a diagnosis. To locate a local phone Power number, visit the HP Web site at: http://www.hp.com/cgi-...

  • Page 49: No Video, Part 1

    No Video, Part 1 No Video Part 1 Go to Beeps Error Messages Contrast and Green LED color? Monitor brightness LED on? (note 1) turned up. Amber Turn contrast and brightness up Video adapter connected? Go to (note 2) No Video, Part 2 Plug in, turn on, and return Initial Troubleshooting Note:...

  • Page 50: No Video, Part 2

    No Video, Part 2 No Video continued No Video Part 2 Reconnect Monitor monitor to Video plugged in Done thin client and turned (note 3) Replace monitor Note: Plug in and turn 3. Turn off and unplug thin client on monitor before reconnecting cables.

  • Page 51: No Video, Part 3

    No Video, Part 3 No Video Part 2 continued No Video Part 3 Caution: Power is continuous to the system Turn off power, board and power supply even when the power disconnect power switch is turned off. To prevent damage to the cord, and open unit, disconnect the power cord from the power the computer.

  • Page 52: No Video, Part 4

    No Video, Part 4 Caution: Power is continuous to the system No Video Part 3 continued board and power supply even when the power No Video Part 4 switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning Restart computer disassembly procedures.

  • Page 53: Error Messages

    Error Messages Caution: Power is continuous to the system Error Messages board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power Beeps, CPU or source or the unit before beginning Keyboard Lights, or disassembly procedures.

  • Page 54: No Os Loading

    NO OS Loading NO OS Loading Factory recommended booting priority: (IDE Flash LED 1. USB device Blinking Green) 2. Flash 3. Network OS not loading from: Flash. Go to OS Not Loading from Flash Network. Go to No Internal Network Connection Note: If USB diskette drive present and diskette installed, system will not...

  • Page 55: Os Not Loading From Flash

    OS Not Loading from Flash * Not for diskless models OS not loading from flash* (IDE LED not blinking) Boot Done from Using t5000 F10 Setup, Flash? change boot priority to factory defaults. 1. USB Device Restore image using 2. Flash* the Recovery process.

  • Page 56: Non-Functioning Pointing Device Or Keyboard

    Non-Functioning Pointing Device or Keyboard Non-functioning Pointing Device or Keyboard Keyboard Pointing device or Done or mouse keyboard not operating working? properly. Reseat keyboard or Disconnect the non- mouse and disconnect functioning device other devices. and attach a known working keyboard/ mouse to the system.

  • Page 57: No Internal Network Connection

    No Internal Network Connection No Internal Network Note: Yellow or green LED on Connection NIC connector indicates an active jack. Keyboard Replace cable or or mouse have jack activated. working? Reimage using configured recovery process. in OS? Done Call your local HP Call Center for a diagnosis.

  • Page 58: No Audio

    No Audio No Audio Is Volume Control or Media Player muted? If so, change the setting. Audio? Done Are speaker connectors in correct jacks? Try both audio jacks. Restore image using the Recovery process. Audio? Audio? Done In Control Panel's Sound and Audio, does the Audio tab Take the following actions: indicate whether the unit sees...

  • Page 59: No Ip Address

    No IP Address No IP Address Done Thin client have a valid IP address? Service the unit. Note: Refer to the Warranty for coverage information. Ping Done Loopback Thin client Reimage device have a valid using restore IP address? Ping Gateway Reboot unit and server.

  • Page 60: Booting In Continuous Loop

    Booting in Continuous Loop 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 If you are using XPe OS, disable the Service the unit.

  • Page 61: Restoring The Flash Image

    Restoring the Flash Image System Requirements To create a recovery device for the purpose of reflashing or restoring the software image on the DOM (Disk On Module of ATA Flash), you will need the following: ● A computer running Microsoft Windows 2000 Professional or Microsoft Windows XP Professional ●...

  • Page 62: Creating An Iso Image

    During the restore process, the thin client flash drive will be reformatted and all data on it will be erased before the system image is copied to it. To prevent loss of data, be sure that you have saved any user-created data from the flash drive. During the first restart of the thin client following the restore process, it may take approximately 15 minutes to unbundle the software before the Windows Desktop is displayed.

  • Page 63: Unpacking The Image And Tools For Deployment

    Unpacking the Image and Tools for Deployment Click Deployment. When prompted, select the destination directory for the imaging tools and image. The components that comprise DSKIMG.BIN are then unbundled. When this process is complete, there are three new files: IBR.EXE (the image restoration utility), FLASH.xx (the OS image), and README.TXT NOTE: Linux uses the file name FLASH.DD while other operating system images use FLASH.IMG...

  • Page 64: Appendix A Adding An Image Restore Tool

    Adding an Image Restore Tool Ensure that the boot order is set to use the Network as the first boot device. Ensure that IBR.exe (Image Restore) and Flash.dd are stored in the same directory on the server. (e.g., c:\program files\altiris\express\deployment server\images) From the Altiris Deployment Server Console, click File >...

  • Page 65: Appendix B Configuring A Pxe Server

    Configuring a PXE Server Prerequisites The services listed below must be running, and they may be running on different servers: ● Domain Name Service (DNS) ● Active Directory DHCP ● Remote Installation Services (RIS) on Microsoft Windows 2000 Server This documentation covers RIS setup, and assumes that servers 1, 2, and 3 (above) are already set up.

  • Page 66: Configuring Remote Installation Services

    Type the IP address of your RIS PXE server, and then click OK. Click OK. Log off from the DHCP Server. Configuring Remote Installation Services Use the default option to have RIS install on second hard drive (D:\ or E:\). Click Start >...

  • Page 67: Ris Menu

    RIS Menu Install the RIS menu of your choice. Configure the RIS menu. Refer to the help file provided by the RIS menu 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.

  • Page 68: Appendix C Ftp Update

    FTP Update HP FTP Image Update Client is a utility that allows image update from an FTP share to an HP thin client system running the WES operating system. FTP Image Update is only provided on the vt4820T with the latest WES image. For FTP Image Update to function properly, it requires the following available free space on the client: ●...

  • Page 69: Description

    Description The HP FTP Image Update Client can only be run by an administrator on an HP thin client system which has license to run XP Embedded operating system. Host Settings There are two ways to specify host settings: You can manually enter settings by clearing the Get Host Settings from DHCP server check box and filling in appropriate information to the Host ID, Path, User ID, and Password boxes.

  • Page 70: Select Image To Update

    Select Image to Update Once the host settings are entered, either manually or automatically through DHCP, then click the Refresh Image List button to make the applet query the FTP share for all WES images whose targeted BIOS families match the one of the current thin client system, and fill in the drop-list combo box to the left of the button.
  • Page 71 Select Image to Update...

  • Page 72: Appendix D System Bios

    System BIOS Restoring a Corrupt BIOS If the BIOS on the thin client is corrupt, the BIOS must be restored before the thin client will boot to the operating system. To restore the BIOS, you will need the following: ● An external USB diskette drive or USB flash drive connected to the thin client ●...

  • Page 73: Updating A Bios

    Power on the thin client. At power on, the BIOS is automatically restored from the diskette or USB flash drive. WARNING! Do not turn off power or attempt to reboot the thin client during the recovery process. While this procedure is primarily used to recover systems with corrupt BIOS, it can also be used to locally update a system BIOS.

  • Page 74: Appendix E Electrostatic Discharge

    Electrostatic Discharge A discharge of static electricity from a finger or other conductor may damage system boards or other static-sensitive devices. This type of damage may reduce the life expectancy of the device. Preventing Electrostatic Damage To prevent electrostatic damage, observe the following precautions: ●...

  • Page 75: Appendix F Specifications

    Specifications Table F-1 HP vc4820T/vc4825T Thin Clients Dimensions 52.07 mm 2.05 in. Width 209.55 mm 8.25 in Height (without stand) 219.70 mm 8.65 in Height (with stand) 215.90 mm 8.50 in. Depth Approximate Weight 1.54 kg 3.40 lb Temperature Range (fanless design)* Operating** 10°...
  • Page 76 Table F-1 HP vc4820T/vc4825T Thin Clients (continued) Power Supply 100–240 VAC 100–240 VAC Operating Voltage Range 50–60 Hz 50–60 Hz Rated Line Frequency Power Output (maximum) 50 W 50 W Rated Output Current (maximum) 4.16 A 4.16 A Output Voltage +12 V DC +12 V DC Appendix F Specifications...

  • Page 77: Index

    Index diagnostics and MultiBay diskette drive 15 access panel troubleshooting 30 rubber feet 4 removing 11 dimensions 67 stand 5 replacing 12 diskette drive 15 USB devices 9, 13 adding an image restore tool 56 diskless troubleshooting 34 installing Remote Installation altitude specifications 67 download hardware drivers 9 Services 57...
  • Page 78 power supply specifications 68 serial number location 1 VESA mounting holes 4 power-on diagnostic tests 31 setting user permissions on the VGA connector location 4 power-on sequence 31 Active Directory Server 58 powered serial ports Setup Utility warnings locations 16 Advanced BIOS Features 27 electric shock 8, 9, 11, 14, system board jumpers 16...

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