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HP Gt7725 - Compaq Thin Client Troubleshooting Manual

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Troubleshooting Guide

HP gt7720 and gt7725 Thin Clients

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Summary of Contents for HP Gt7725 - Compaq Thin Client

  • Page 1: Troubleshooting Guide

    Troubleshooting Guide HP gt7720 and gt7725 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 ....................... 2 Front Panel Components ..................... 3 Top Components ......................... 4 Rear Panel Components ..................... 5 Dual-head Configuration ..................5 Quad-head Configuration ..................6 Installing the Rubber Feet ....................7 Installing the Stand ......................
  • Page 6 Setup Utility—Integrated Peripherals ................. 24 Setup Utility—Power Management Setup ................. 25 Setup Utility—Utility Task Actions ..................25 4 Diagnostics and Troubleshooting LEDs ..............................26 Power-On Sequence .......................... 27 Power-On Diagnostic Tests ........................ 27 Beep Codes ............................28 Boot Block Beep Codes ..................... 28 POST BIOS Beep Codes ....................
  • Page 7 Appendix A Specifications Appendix B Adding an Image Restore Tool Appendix C Configuring a PXE Server Prerequisites ............................57 Installing Remote Installation Services (RIS PXE Server) ..............57 Authorizing Remote Installation Services (RIS PXE Server) .............. 57 Configuring Remote Installation Services ..................58 Set User Permissions on the Active Directory Server ................
  • Page 8 viii...

  • Page 9: Product Description

    Product Description HP has partnered with Altiris to manage HP Compaq thin clients. Altiris Deployment Solution is a leading edge tool to help with quick deployment and for ongoing management of the thin clients in your organization. Each HP Compaq thin client is recognized by the Altiris Deployment Solution as a supported device.

  • Page 10: Serial Number Location

    Serial Number Location Every thin client includes a unique serial number located as shown in the following illustration. Have this number available when contacting HP customer service for assistance. Figure 1-1 Serial number location Chapter 1 Product Description...

  • Page 11: Front Panel Components

    Front Panel Components 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 * For more information, refer to the model-specific QuickSpecs at http://h18004.www1.hp.com/products/quickspecs/ QuickSpecs_Archives/QuickSpecs_Archives.html.

  • Page 12: 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 Cable lock slot Secure USB compartment Figure 1-4...

  • Page 13: 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. Dual-head Configuration Figure 1-5 Rear panel components Line-out (headphone) audio connector DVI-D connector Ethernet RJ-45 connector DVI-I connector Universal serial bus (USB) connectors (4) Serial connector PS/2 connectors (2) Power connector...

  • Page 14: Quad-Head Configuration

    Quad-head Configuration Figure 1-6 Rear panel components DMS-59 connector for DVI-I outputs (2) (splitter cable PS/2 connectors (2) included) S-Video out (not supported) DVI-D connector Line-out (headphone) audio connector DVI-I connector Ethernet RJ-45 connector Serial connector Universal serial bus (USB) connectors (4) (10) Power connector Chapter 1 Product Description...

  • Page 15: Installing The Rubber Feet

    Installing the Rubber Feet To install the rubber feet: Locate the holes in the corners of the left side of the thin client. Remove the feet from their backing. Align the feet with their holes and press them in securely. Figure 1-7 Installing the rubber feet Product features...

  • Page 16: Installing The Stand

    Installing the Stand To install the stand: Turn unit upside down. Locate the slots on the bottom of the unit into which the tabs on the stand fit. Insert the tabs into the slots (1), and then slide the stand about 1.26 cm (1/2 inch) toward the back of the unit until it locks into place (2).

  • Page 17: 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 18: 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 19 ● Installing the PCI-Express Card on page 19 ● External Drives on page 20 NOTE: Option kits include more detailed installation instructions. Replace the metal side cover, expansion module, and side access panel. See Removing and Replacing the Side Access Panel, Expansion Module, and Metal Side Cover on page Replace the secure USB compartment cover.

  • Page 20: Removing And Replacing The Secure Usb Compartment Cover

    Removing and Replacing the Secure USB Compartment Cover The secure USB compartment allows you to install two USB devices in a secure location inside the thin client. Along with providing a hidden location, the secure USB compartment can be locked by the optional security cable lock.

  • Page 21: Replacing 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 1.27 cm (1/2 inch) toward the rear of the unit, allowing the tabs on the cover to align and insert into the slots on the chassis (1). Slide the cover toward the front of the unit until it locks in place and the cover is flush with the front panel of the chassis (2).

  • Page 22: Removing And Replacing The Side Access Panel, Expansion Module, And Metal Side Cover

    Removing and Replacing the Side Access Panel, Expansion Module, and Metal Side Cover Removing the Side Access Panel, Expansion Module, 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.
  • Page 23 Lift the module up and away from the chassis (2). Figure 2-4 Removing the expansion module To remove the metal side cover: Remove the four screws that secure the metal side cover to the chassis (1). Lift the metal side cover, front side first, off the unit (2). Figure 2-5 Removing the metal side cover Removing and Replacing the Side Access Panel, Expansion Module, and Metal Side Cover...

  • Page 24: Replacing The Metal Side Cover, Expansion Module, And Side Access Panel

    Replacing the Metal Side Cover, Expansion Module, and Side Access Panel This section has three main steps: ● Replace the metal side cover. ● Replace the expansion module holding the PCI-Express card. NOTE: If your thin client does not have an HP gt7725 Expansion Module, omit this step. ●...
  • Page 25 To replace the HP gt7725 Expansion Module: Line up the expansion module so that the riser card is aligned with the slot in the metal side cover of the thin client and press the assembly firmly down into place (1). Figure 2-7 Installing the Expansion Module Secure the expansion module by tightening the four captive screws with the Phillips head...

  • Page 26: Installing Thin Client Options

    Installing Thin Client Options Various options can be installed on the thin client: ● Installing the USB Device on page 18 ● Removing and Replacing the Battery on page 18 ● Installing the PCI-Express Card on page 19 ● External Drives on page 20 Installing the USB Device Before beginning the replacement process, review General Hardware Installation Sequence...

  • Page 27: Installing The Pci-Express Card

    To release the battery from its holder, squeeze the metal clamp that extends above one edge of the battery. When the battery pops up, lift it out (1). Figure 2-10 Removing and replacing the internal battery To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the positive side up.

  • Page 28: External Drives

    You need the following to complete this procedure: ● PCI-Express card ● Phillips head screwdriver 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. CAUTION: Do not remove the inner metal side cover when performing this procedure.

  • Page 29: Bios Settings, (F10) Utility

    BIOS Settings, (F10) Utility Using the BIOS Settings AMD Turion Griffin ZM84 processor and the RS780/SB700 chipset are used in the gt7720 and gt7725 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 30: Changing Bios Settings Using The F10 Utility

    USB Keyboard Support Enabled Disabled USB Mouse Support Disabled Enabled NOTE: Settings that can be controlled from the operating system with repset can also be controlled remotely by sending the client an Altiris job that uses the repset tool to apply the setting changes. Changing BIOS Settings Using the F10 Utility Turn on or restart the thin client.

  • Page 31: Setup Utility-System Information

    Setup Utility—System Information NOTE: Support for specific Setup options may vary depending on the hardware configuration. Table 3-2 Setup Utility—System Information Option Description Product Name (view only) Processor Type (view only) Processor Speed (view only) Memory size (view only) System ROM (view only) Integrated MAC (view only)

  • Page 32: Setup Utility-Integrated Peripherals

    Table 3-4 Setup Utility—Advanced BIOS Features (continued) POST Delay (secs) Set a delay that is added to POST to allow more time to press to enter the Setup Utility. Default is None. F12 Boot Enable/Disable F12 network boot. Default is Enabled. Fan Control Control speed of internal fan.

  • Page 33: 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 34: 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 35: 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 36: Beep Codes

    Beep Codes Boot Block Beep Codes Table 4-3 Boot Block Beep Codes Number of Beeps Description No media present. ‘786R6.ROM’ file not found in root directory of diskette in A: (C:) Insert next diskette if multiple diskettes are used for recovery Flash Programming successful File read error No Flash EPROM detected...
  • Page 37 Table 4-5 POST Error Messages (continued) CMOS Checksum Bad CMOS contents failed the Checksum check. This error indicates that the CMOS data has been changed by a program other than the BIOS or that the CMOS is not retaining its date due to malfunction. This error can typically be resolved by using AMIBIOS Setup.

  • Page 38: Troubleshooting

    Troubleshooting Basic Troubleshooting If the thin client is experiencing operating problems or will not power on, review the following items. Table 4-6 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 39: Diskless (No-Flash) Unit Troubleshooting

    Table 4-6 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 40 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 41: 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 Troubleshooting...

  • Page 42: 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 43: 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 44: 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 45: 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 46: No Video, Part 1

    No Video, Part 1 Chapter 4 Diagnostics and Troubleshooting...

  • Page 47: 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 48: 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 49: 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 50: 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 51: 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 52: 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 53: 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 54: 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 55: 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 56: Booting In Continuous Loop

    Booting in Continuous Loop Chapter 4 Diagnostics and Troubleshooting...

  • Page 57: 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 58: Formatting A Usb Flash Drive

    Formatting a USB Flash Drive CAUTION: To prevent loss of data, be sure that you have saved any user-created data from the USB drive to another drive. Connect your USB flash drive to your computer. Ensure that only one USB flash drive is connected to the system.

  • Page 59: Specifications

    Specifications Table A-1 HP gt7725 Thin Client Dimensions 46 mm 1.811 in. Width (front to back) 254.5 mm 10.02 in Height (without stand) Height (with stand) 215.18 mm 8.47 in. Depth Approximate Weight 1.3 kg 2.9 lb Temperature Range Operating** 10°...
  • Page 60 Table A-1 HP gt7725 Thin Client (continued) Power Supply 100–240 VAC 100–240 VAC Operating Voltage Range 50–60 Hz 50–60 Hz Rated Line Frequency Power Output (maximum) 120 W 120 W Rated Output Current (maximum) 6.15 A 6.15 A Output Voltage +19 V DC +19 V DC...
  • Page 61 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 62: Appendix C 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 63: 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 64: 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 65: Appendix D 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 Windows Embedded Standard operating system. FTP image update is provided on the gt7720 and gt7725. For FTP Image Update to function properly, it requires the following available free space on the client: ●...

  • Page 66: 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 the Windows Embedded Standard 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 67: 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 68 Select Image to Update...

  • Page 69: Appendix E 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 70: Updating A Bios

    NOTE: Even if the device activity light stops flashing, continue waiting until you hear the final four system beeps. The process takes about 45 seconds using a flash drive or about 1.5 minutes using a floppy drive. When the process is complete, press and hold the power button for 4 seconds to turn off the thin client.

  • Page 71: Appendix F 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 72: Index

    Index diagnostics and installing troubleshooting 26 external drives 20 access panel gt7725 expansion module 19 removing 14 dimensions 51 replacing 16 diskette drive 20 hardware 10 adding an image restore tool 53 diskless troubleshooting 31 MultiBay diskette drive 20 altitude specifications 51 download hardware drivers 11 PCI-Express graphics card 19 authorizing Remote Installation...
  • Page 73 security cable routing slot 18 vertical orientation 8 VESA mounting holes 7 USB devices 18 power and IDE flash activity serial connector location 5 VGA connector location 5 LEDs 26 serial number location 2 power button location 3 setting user permissions on the warnings power connector location 5 Active Directory Server 55...

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