HP Compaq GT7720 Troubleshooting Manual Download Page 1

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Troubleshooting Guide

HP gt7720 and gt7725 Thin Clients

Summary of Contents for Compaq GT7720

Page 1: ...Troubleshooting Guide HP gt7720 and gt7725 Thin Clients ...

Page 2: ...accompanying such products and services Nothing herein should be construed as constituting an additional warranty HP shall not be liable for technical or editorial errors or omissions contained herein This document contains proprietary information that is protected by copyright No part of this document may be photocopied reproduced or translated to another language without the prior written consen...

Page 3: ...ollow 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 NOTE Text set off in this manner provides important supplemental information iii ...

Page 4: ...iv About This Book ...

Page 5: ... Secure USB Compartment Cover 13 Removing and Replacing the Side Access Panel Expansion Module and Metal Side Cover 14 Removing the Side Access Panel Expansion Module and Metal Side Cover 14 Replacing the Metal Side Cover Expansion Module and Side Access Panel 16 Installing Thin Client Options 18 Installing the USB Device 18 Removing and Replacing the Battery 18 Installing the PCI Express Card 19 ...

Page 6: ... Troubleshooting Flowcharts 33 Initial Troubleshooting 33 Initial Troubleshooting Part 2 34 No Power Part 1 35 No Power Part 2 36 No Power Part 3 37 No Video Part 1 38 No Video Part 2 39 No Video Part 3 39 No Video Part 4 41 NO OS Loading 42 OS Not Loading from Flash 43 Non Functioning Pointing Device or Keyboard 44 No Internal Network Connection 45 No Audio 46 No IP Address 47 Booting in Continuo...

Page 7: ...lation 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 D FTP Update Server Requirements 60 DCHP Server 60 FTP Server 60 Description 61 Host Settings 61 Select Image to Update 62 Appendix E System BIOS Restoring a Corrupt BIOS 64 Updating a BIOS 65 Appendix F Electrostatic Discharge Preve...

Page 8: ...viii ...

Page 9: ... Solution insert that shipped with the thin client and the Deployment Solution User Guide that is available at http www altiris com documentation HP thin clients have the following advantages no hard drives or diskette drives 5 minute hardware setup time central deployment and management using HP Management Solutions Operating systems The gt7720 thin client models use the Microsoft Windows Embedde...

Page 10: ...in 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 2 Chapter 1 Product Description ...

Page 11: ...utton 6 Line out headphone audio connector 3 Flash activity LED 7 Universal serial bus USB connectors 2 4 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 Product features 3 ...

Page 12: ...ompartment allows you to use two USB devices in a secured location Figure 1 3 Top components external view 1 Cable lock slot 2 Secure USB compartment Figure 1 4 Top components internal view 1 Cable lock slot 2 Secure USB compartment ports 2 The secure USB compartment allows you to use two USB devices in a secured location 4 Chapter 1 Product Description ...

Page 13: ...o find the model specific QuickSpecs Dual head Configuration Figure 1 5 Rear panel components 1 Line out headphone audio connector 5 DVI D connector 2 Ethernet RJ 45 connector 6 DVI I connector 3 Universal serial bus USB connectors 4 7 Serial connector 4 PS 2 connectors 2 8 Power connector Product features 5 ...

Page 14: ...tputs 2 splitter cable included 6 PS 2 connectors 2 2 S Video out not supported 7 DVI D connector 3 Line out headphone audio connector 8 DVI I connector 4 Ethernet RJ 45 connector 9 Serial connector 5 Universal serial bus USB connectors 4 10 Power connector 6 Chapter 1 Product Description ...

Page 15: ...the rubber feet 1 Locate the holes in the corners of the left side of the thin client 2 Remove the feet from their backing 3 Align the feet with their holes and press them in securely Figure 1 7 Installing the rubber feet Product features 7 ...

Page 16: ...d then slide the stand about 1 26 cm 1 2 inch toward the back of the unit until it locks into place 2 Figure 1 8 Installing the stand Removing the Stand To remove the stand 1 Turn unit upside down 2 Press the tab 1 and then slide the stand about 1 26 cm 1 2 inch toward the front of the unit and lift the stand off the unit 2 Figure 1 9 Removing the stand 8 Chapter 1 Product Description ...

Page 17: ... at http www hp com and search for Business Service Automation HP continues to partner with Altiris to manage HP thin clients Altiris Deployment Solution is a leading tool for quick deployment and ongoing management of thin clients in your organization With your thin client hardware purchase you are entitled to a complimentary current release of Altiris Deployment Solution For additional informati...

Page 18: ...tions or telephone connectors into the network interface controller NIC receptacles CAUTION Static electricity can damage the electronic components of the thin client or optional equipment Before beginning these procedures ensure that you are discharged of static electricity by briefly touching a grounded metal object See Electrostatic Discharge on page 66 for more information 3 Remove the secure ...

Page 19: ...over on page 14 8 Replace the secure USB compartment cover See Removing and Replacing the Secure USB Compartment Cover on page 12 9 Reconnect any external devices and power cords 10 Turn on the monitor the thin client and any devices you want to test 11 Load any necessary drivers NOTE You can download select hardware drivers from HP Go to http www hp com and search for your specific thin client mo...

Page 20: ...the installation process review General Hardware Installation Sequence on page 10 for procedures you should follow before and after installing or replacing hardware Removing the Secure USB Compartment Cover Use the following procedure to remove the secure USB compartment cover WARNING Before removing the secure USB compartment cover ensure that the thin client is turned off and the power cord is d...

Page 21: ... the rear of the unit allowing the tabs on the cover to align and insert into the slots on the chassis 1 2 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 3 Replace the screw 3 Figure 2 2 Replacing the secure compartment cover Removing and Replacing the Secure USB Compartment Cover 13 ...

Page 22: ...ard do not remove the metal side cover You must remove the metal side cover to access internal components such as the battery or the memory To remove the access panel 1 Remove the secure compartment cover 1 For more information see Removing the Secure USB Compartment Cover on page 12 2 Lay the unit flat on a stable surface with the right side up and the left side down 3 Remove the access panel scr...

Page 23: ...To remove the metal side cover 1 Remove the four screws that secure the metal side cover to the chassis 1 2 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 15 ...

Page 24: ...OTE If your thin client does not have an HP gt7725 Expansion Module omit this step Replace the access panel To replace the metal side cover 1 Place the metal side cover on the chassis front side first making sure to align the screw holes in the cover with the holes in the chassis 1 2 Insert and tighten the four screws 2 Figure 2 6 Replacing the metal side cover 16 Chapter 2 Hardware Changes ...

Page 25: ...ening the four captive screws with the Phillips head screwdriver 2 To replace the access panel 1 Place the access panel on the side of the unit offset about 6 35 mm 1 4 inch toward the rear of the unit 1 2 Slide the panel toward the front of the unit until it locks into place 2 3 Replace the screw that secures the access panel to the chassis 3 or expansion module Figure 2 8 Replacing the side acce...

Page 26: ...ce into the USB port in the secure USB compartment See the following illustration for the location of the ports in the secure USB compartment Figure 2 9 USB ports in the secure USB compartment Removing and Replacing the Battery Before beginning the replacement process review General Hardware Installation Sequence on page 10 for procedures you should follow before and after installing or replacing ...

Page 27: ...HP an authorized HP partner or their agents The Taiwan EPA requires dry battery manufacturing or importing firms in accordance with Article 15 or the Waste Disposal Act to indicate the recovery marks on the batteries used in sales giveaways or promotions Contact a qualified Taiwanese recycler for proper battery disposal Installing the PCI Express Card This procedure applies to models with expansio...

Page 28: ...ly to prevent damage To install the PCI Express card Hold the expansion card next to the expansion socket in the expansion module Press the card straight into the expansion socket NOTE Press firmly on the card so that the whole connector seats properly in the expansion card slot Figure 2 11 Installing the PCI Express graphics card External Drives Various external USB drives are available as option...

Page 29: ...h USB Network Disabled 3rd Boot Device Network ATA Flash USB Disabled Boot Up NumLock Off On F12 Boot Enabled Disabled Integrated Audio Enabled Disabled Network Controller Enabled Disabled Serial Port 1 3F8 IRQ 2F8 IRQ3 3E8 IRQ4 2E8 IRQ3 Disabled PWRON After PWR Fail Former State On Off Wake on PME Enabled Disabled BIOS Wake Up Disabled Enabled days of the week time Asset Tag No 000000000000000000...

Page 30: ...ures Integrated Peripherals Power Management Setup The Task Actions are Load Factory Defaults Set Administrative Password Set User Password Save Exit Setup Exit without Saving Use the arrow keys up and down or left and right to select the appropriate heading and then press Enter To return to the Setup Utility menu press the Esc key 4 To apply and save changes select Save Exit Setup If you have mad...

Page 31: ... On Allows you to select system response of All Errors No Errors or All But Keyboard when POST Error has been detected Default is All But Keyboard Setup Utility Advanced BIOS Features Table 3 4 Setup Utility Advanced BIOS Features Option Description Quick Power on Self Test Allows the system to skip certain tests while booting This will decrease the time needed to boot the system Enabled Disabled ...

Page 32: ...ed Network Controller Enable or Disable Onboard LAN device Default is enabled USB Controller Enable or Disable USB controller Default is enabled Advanced USB Options Enable or Disable USB external ports Default is enabled USB Keyboard Support Allows use of USB keyboard under DOS Default is enabled USB Mouse Support Allows use of USB Mouse under DOS Default is disabled Serial Port 1 Select serial p...

Page 33: ... of Sunday through Saturday Time of Day Select the alarm RTC wakeup time of day hh mm Setup Utility Utility Task Actions Table 3 7 Setup F10 Utility Task Actions Heading Table Load Factory Defaults Select OK or Cancel Set Administrator Password Allows you to set change and disable the administrator password Set User Password Allows you to set change and disable the user password NOTE When the user...

Page 34: ...lization NOTE If one of the tests fails the unit will simply stop but the LED will stay on If the video test fails the unit beeps There are no messages sent to video for any of these failed tests NOTE After the video is initialized anything that fails will have an error message NOTE RJ 45 LEDs are located inside the RJ 45 connector on the top rear panel of the thin client The LEDs are visible when...

Page 35: ...ality and configuration If a diagnostic test fails during hardware initialization the unit simply stops There are no messages sent to video NOTE 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 on t5000 units Table 4 2 Power On Diagnostic Test Test Description Boot Block Checksum ...

Page 36: ...T BIOS Beep Codes Table 4 4 POST BIOS Beep Codes Number of Beeps Description 1 CMOS Checksum Error 2 Need to enter current password 6 Keyboard controller BAT command failed 7 General exception error processor exception interrupt error 8 Display memory error system video adapter POST Error Messages Table 4 5 POST Error Messages POST Error Message Description CMOS Date Time Not Set The CMOS date and...

Page 37: ...wer cycle is required to reboot the machine This message appears after a fatal error has been detected INS Pressed Indicates that the INS key was pressed during BIOS POST The POST will load and use default CMOS settings Password check failed The password entered does not match the password set in the setup This condition may occur for both Supervisor and User password verification Boot Failure Thi...

Page 38: ...Administrator ping the unit from the server If the thin client pings back then the signal was accepted and the unit is working This indicates a configuration issue If the thin client does not ping back and the thin client does not connect to the server re image the unit No link or activity on the network RJ 45 LEDs or the LEDs do not illuminate blinking green after powering on the thin client unit...

Page 39: ...Flash capability Because there is no ATA Flash in this model the boot priority sequence is USB device PXE To troubleshoot the unit 1 When the unit boots the monitor should display the following information Table 4 7 Diskless Unit Troubleshooting Item Information Action MAC Address NIC portion of the system board is OK If no MAC Address the system board is at fault Contact the Call Center for servi...

Page 40: ...red to PXE If you missed the F12 cue the system will try to boot to the ATA flash that is not present The message on the screen will read ERROR Non system disk or disk error Replace and press 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 er...

Page 41: ...there power Go to No Power Is the OS loading Go to next page t5000 Troubleshooting Flow Chart B Yes No Beeps LEDs or error Yes No Go to No Video Go to Error Messages Go to No OS Loading Yes Is there video Yes No Start Intial Troubleshooting Troubleshooting 33 ...

Page 42: ... functioning pointing device or keyboard Windows desktop displayed but can t connect Yes No Audio working Yes No Go to No internal network connector Go to No audio Go to No IP address Yes NIC working Yes No Boot in continuous loop Go to Booting in continuous loop 34 Chapter 4 Diagnostics and Troubleshooting ...

Page 43: ...from brick to system No Restart thin client and return to start of this chart No Using power strip or UPS Yes Turn off power and disconnect power cord Go to next page t5000 Troubleshooting Flow Chart No Power Part 2 No Power Power LED is off Ensure power strip or UPS is turned on Yes Turn computer off Plug power cord into different active wall outlet No Troubleshooting 35 ...

Page 44: ...wer outlet active Done Yes Go to next page t5000 Troubleshooting Flow Chart No Power Part 3 Plug directly into AC outlet Try different outlet No Reseat AC adapter in thin client and at power source Power on Done Yes No No Yes 36 Chapter 4 Diagnostics and Troubleshooting ...

Page 45: ...on Power on Done Yes Done Replace power cord No Replace the power brick Is the power brick light No Yes 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 cgi bin hpsupport index pl Troubleshooting 37 ...

Page 46: ...No Video Part 1 38 Chapter 4 Diagnostics and Troubleshooting ...

Page 47: ...age t5000 Troubleshooting Flow Chart No Video Part 2 Note 3 Turn off and unplug thin client before reconnecting cables Video OK Replace monitor Done Plug in and turn on monitor Video OK Done Does unit have added memory upgrades Have the unit serviced NOTE Refer to the Warranty for coverage information Yes No Yes No No No Yes Troubleshooting 39 ...

Page 48: ...ssembly procedures Turn off power disconnect power cord and open the computer Video OK computer starts Done Replace cover and power cord then restart computer Turn off the computer and disconnect power Replace components in system one at a time starting with Flash Test system after each replacement for video or beeps Yes No Yes Reseat flash then clear CMOS by removing and replacing the battery Sam...

Page 49: ...the power cord from the power source or the unit before beginning disassembly procedures Restart computer See codes or beeps Turn off the computer and disconnect power Replace components in system one at a time starting with Flash Test system after each replacement for video or beeps No Integrated video Yes Have the unit serviced Note Refer to the Warranty for coverage information Yes Troubleshoot...

Page 50: ...riority 1 USB device 2 Flash 3 Network OS not loading from Note If USB diskette drive present and diskette installed system will not boot from other USB device Flash Go to OS Not Loading from Flash Network Go to No Internal Network Connection 42 Chapter 4 Diagnostics and Troubleshooting ...

Page 51: ...ormation Restore image using the Recovery process Done Done Boot from Flash Boot from Flash 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 Disconnect any USB diskette drive or USB CD ROM drive Press Ctrl Alt Del to reboot Yes No Yes No Troubleshooting 43 ...

Page 52: ...a known working keyboard mouse to the system Keyboard or mouse working Working Pointing device or keyboard not operating properly F10 Setup to enable USB controller Press Ctrl Alt Del to reboot Done Yes No Done Yes No Reseat keyboard or mouse and disconnect other devices Reimage device using the recovery process Working Done Yes Press Ctrl Alt Del to reboot No 44 Chapter 4 Diagnostics and Troubles...

Page 53: ... active jack Replace cable or have jack activated Keyboard or mouse working Done Yes No 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 cgi bin hpsupport index pl OK Reimage using recovery process NIC configured in OS No Yes No Troubleshooting 45 ...

Page 54: ...estore image using the Recovery process Done N Is Volume Control or Media Player muted If so change the setting Are speaker connectors in correct jacks Try both audio jacks In Control Panel s Sound and Audio does the Audio tab indicate whether the unit sees its audio hardware Yes Audio Disconnect any external speakers Audio Audio Yes Done N Yes N N Yes N 46 Chapter 4 Diagnostics and Troubleshootin...

Page 55: ...d Reimage device using restore Done Service the unit Note Refer to the Warranty for coverage information Ping Loopback OK Reboot unit and server N Yes N Yes N Thin client have a valid IP address Done Ping Gateway OK Ping Server by name OK Thin client have a valid IP address N N Yes Done Yes Yes Troubleshooting 47 ...

Page 56: ...Booting in Continuous Loop 48 Chapter 4 Diagnostics and Troubleshooting ...

Page 57: ...ttp www hp com sbso bussupport html Getting Started There are three deployment options supported by this utility You can choose to do one or more of the following using your personal computer Create a bootable flash image on a USB flash device 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...

Page 58: ...art 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 Unpacking the Image and Tools for Deployment 1 Click Deployment 2 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 im...

Page 59: ...are at sea level with altitude derating of 1 C 300m 1 8 F 1000ft to a maximum of 3Km 10 000ft with no direct sustained sunlight Upper limit may be limited by the type and number of options installed Relative Humidity non condensing Operating max wet bulb temperature is 28 C or 84 2 F Nonoperating max wet bulb temperature is 38 7 C or 101 6 F 10 90 5 95 10 90 5 95 Maximum Altitude unpressurized Ope...

Page 60: ...ltage Range Rated Line Frequency 100 240 VAC 50 60 Hz 100 240 VAC 50 60 Hz 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 Table A 1 HP gt7725 Thin Client continued 52 ...

Page 61: ...ick the name of the new job 6 Near the upper right side of the screen click Add 7 Select Run Script from the menu 8 Type full path images ibr exe y images flash xx hd0 NOTE Linux uses the file name FLASH DD while other operating system images use FLASH IMG 9 Under In which OS would you like to run this script click DOS 10 Click Finish 11 You can now drag and drop the job onto the appropriate machi...

Page 62: ...1 From the Windows 2000 Server log on to the domain using an account that has Administrator privileges on the server 2 From the Windows Control Panel double click on Add Remove Programs 3 Double click Add Remove Windows Components 4 Select Remote Installation Services and then click Next Insert Windows 2000 Server CD into the CD ROM drive if prompted 5 Restart the computer after the wizard has fin...

Page 63: ...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 the installation is complete click Finish Set User Permissions on the Active Directory Server On the active directory server 1 Click Start Programs Administrative Tools 2 Click Active Directory Users and Computers 3 Right click on the appropriate domain name 4 Click Delegate Control...

Page 64: ...k boot disk to map drives Refer to the Microsoft Web site for instructions about creating a network bootable diskette For More Information HP Compaq t5000 Series Documentation including white papers discussing software deployment methods http welcome hp com country us en support html Type your model number into the for product box and navigate to the Manuals link Altiris Deployment Solution Docume...

Page 65: ...age of all the features provided in the latest image HP recommends at least 1 GB of flash 1 GB of RAM Server Requirements DCHP Server Option 137 should contain a string value specifying an FTP share where the WES images and WinPE image are stored For example if the WES images and WinPE image are stored in ftp ftpserver ftpfolder then the option DHCP option 137 should contain the following string f...

Page 66: ...ID and Password boxes If the FTP share allows anonymous read access then you can leave the User ID and Password boxes empty If the WES images and WinPE image are stored in the default root folder on the FTP server then you can leave the Path box empty or fill the box with 2 Automatically through a DHCP option by selecting the Get Host Settings from DHCP server check box These host settings can be ...

Page 67: ...mation dialog similar to the following is displayed Click No to abort the operation If you click Yes the HP FTP Image Update Client confirms that the flash drive has at least 200MB free to host the WinPE image If the flash drive does not the following error message is displayed If the flash device has enough memory the update client starts the download of the WinPE image modifies the boot loader t...

Page 68: ...Select Image to Update 60 ...

Page 69: ... it and then the Autoexec bat will run Flash bat 2 Select Software Driver Downloads 3 In the For Product box type the thin client model number and then click the arrow 4 Under Select Operating System select the operating system for your thin client 5 Under BIOS click the Download button next to the BIOS you want to download 6 Download to your hard drive The downloaded file is an executable 7 From ...

Page 70: ...updating the BIOS version on your computer The tools and appropriate BIOS images are contained in the following Softpaq directories DOS Flash DOS utility that can be used locally or with a Preboot eXecution Environment PXE management application to update the system BIOS WFlash Windows based utility used to locally update the system BIOS on individual PCs through the Windows environment LFlash Lin...

Page 71: ...There are several methods for grounding Use one or more of the following methods when handling or installing electrostatic sensitive parts Use a wrist strap connected by a ground cord to a grounded Thin Client chassis Wrist straps are flexible straps of 1 megohm 10 percent resistance in the ground cords To provide proper grounding wear the strap snug against the skin Use heelstraps toestraps or bo...

Page 72: ...nector location 5 F F10 setup 21 features 1 feet installing 7 Flash activity LED location 3 formatting a flash drive 50 front panel components 3 G grounding methods 63 gt7725 expansion module installing 19 H hard drive 20 hardware drivers 11 hardware specifications 51 hardware upgrades 10 headphone connector location 3 horizontal orientation 7 HP quad configuration expansion module installing 19 h...

Page 73: ...cover 12 replacing cover 13 security cable routing slot 18 USB devices 18 serial connector location 5 serial number location 2 setting user permissions on the Active Directory Server 55 Setup Utility Advanced BIOS Features 23 Integrated Peripherals 24 Main Menu 22 Power Management Setup 25 Standard CMOS features 23 System Information 23 Utility Task Actions 25 shutting down 10 side access panel re...

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