HP Designjet T620 Series Troubleshooting Manual Download Page 1

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Troubleshooting Guide

HP t620 Flexible Series Thin Client

Summary of Contents for Designjet T620 Series

Page 1: ...Troubleshooting Guide HP t620 Flexible Series Thin Client ...

Page 2: ...in 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 consent of Hewlett Packard Company First Edition November ...

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: ...ling internal USB flash drives 11 Installing additional memory 13 SODIMMs 13 DDR3L SDRAM SODIMMs 13 Populating SODIMM sockets 14 Installing SODIMMs 15 Installing a PCI Express card 20 Installing a half height PCI Express 2 0 card 23 Security 26 Hood sensor 26 Cable lock 27 Removing and replacing the battery 28 Appendix A Computer Setup F10 Utility BIOS Settings 32 Computer Setup F10 Utilities 32 U...

Page 6: ...ic Troubleshooting 50 Diskless No Flash Unit Troubleshooting 52 Configuring a PXE Server 53 Appendix C Restoring the Flash Image 54 System Requirements 54 Getting Started 54 Formatting a USB Flash Drive 55 Unpacking the Image and Tools for Deployment 55 Deploying with PXE 56 Appendix D Device management 57 Appendix E Adding an Image Restore Tool 58 Appendix F System BIOS 59 Updating or restoring a...

Page 7: ...Index 67 vii ...

Page 8: ...viii ...

Page 9: ...formation go to http www hp com and search for your specific thin client model to find the model specific QuickSpecs 1 Power button 4 USB 3 0 ports 2 2 Flash drive activity LED 5 Microphone port 3 USB 2 0 ports 2 6 Headphone port Front panel components 1 ...

Page 10: ...ckSpecs at www hp com for details If the configurable port item 10 is VGA then the devices connected at boot up or subsequently disconnected determine which video ports are enabled and which is disabled ł If a VGA device is connected at boot up then only one DisplayPort port may be used If the VGA device is subsequently disconnected then both DisplayPort ports are enabled ł If a VGA device and one...

Page 11: ...not disable a DisplayPort port 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 Serial number location 3 ...

Page 12: ...e Safety Comfort Guide It describes proper workstation setup posture and health and work habits for computer users and provides important electrical and mechanical safety information The Safety Comfort Guide is located on the HP website at http www hp com ergo WARNING Energized and moving parts inside Disconnect power to the equipment before removing the enclosure Replace and secure the enclosure ...

Page 13: ... cord to the power supply connector on the rear of the computer 3 4 Use the slot 4 on the side of the retractable power cord retention hook to pull the hook out 5 Press the power cord into the retention hook 5 and bundle any excess power cord CAUTION Failure to secure the power cable with the retention hook may result in the power cord becoming disconnected causing loss of data Connecting the powe...

Page 14: ...properly through the operating system and then turn off any external devices 4 Disconnect the power cord from the power outlet and disconnect any external devices 5 Attach the stand to the computer ł Attach the stand to the bottom of the computer to use the computer in the tower orientation a Turn the computer upside down and locate the two screw holes in the grid on the bottom of the computer b P...

Page 15: ...the computer c Tighten the captive thumbscrews 2 securely 6 Reconnect the external equipment plug the power cord into a power outlet and then turn the computer on NOTE Be sure that at least 10 2 centimeters 4 inches of space on all sides of the computer remain clear and free of obstructions NOTE An optional Quick Release mounting bracket is available from HP for mounting the computer to a wall des...

Page 16: ...e access panel 1 Remove disengage any security devices that prohibit opening the computer 2 Remove all removable media such as USB flash drives from the computer 3 Turn off the computer properly through the operating system and then turn off any external devices 4 Disconnect the power cord from the power outlet and disconnect any external devices CAUTION Regardless of the power on state voltage is...

Page 17: ... panel off of the computer Replacing the access panel To replace the access panel 1 Set the access panel 1 onto the chassis approximately 6 cm 24 in inside the edge of the chassis and then slide the panel toward the front of the chassis until it locks in place 2 Move the access panel latch 2 to the right to secure the access panel Removing and replacing the access panel 9 ...

Page 18: ...3 Insert the hooks on the right side of the I O panel 1 into the right side of the back of the chassis and then press the left side 2 to the chassis until it locks in place 10 Chapter 2 Hardware changes ...

Page 19: ...tlet and disconnect any external devices 5 Remove the computer from the stand and lay the computer down with the right side up 6 Remove the computer access panel and back I O panel See Removing and replacing the access panel on page 8 WARNING To reduce risk of personal injury from hot surfaces allow the internal system components to cool before you touch them 7 If the computer is an HP t620 PLUS T...

Page 20: ...stalled does not exceed the maximum size for that USB port 9 Align the USB flash drive with the USB port and press the drive firmly into the port until it is securely seated 10 If the computer is an HP t620 PLUS Thin Client rotate the fan assembly down push the fan assembly latch 1 toward the front of the computer lower the assembly 2 until it stops and then release the latch 12 Chapter 2 Hardware...

Page 21: ... SODIMM To achieve the maximum memory support you can populate the system board with up to 16 GB of memory DDR3L SDRAM SODIMMs For proper system operation the SODIMMs must adhere to the following specifications ł industry standard 204 pin ł unbuffered non ECC PC3L 12800 DDR3L 1600 MHz compliant ł 1 35 volt DDR3L SDRAM SODIMMs ł support CAS latency 11 DDR3L 1600 MHz 11 11 11 timing ł contain the ma...

Page 22: ...d DIMM2 The system operates in single channel mode at 1600 MHz Item Description System Board Label Socket Color 1 SODIMM1 socket Channel A DIMM1 Black 2 SODIMM2 socket Channel A DIMM2 White NOTE If both SODIMM sockets are populated with dual sided SODIMMs the system memory speed is reduced to 1333 MHz 14 Chapter 2 Hardware changes ...

Page 23: ... not to touch any of the contacts Doing so may damage the module 1 Remove disengage any security devices that prohibit opening the computer 2 Remove all removable media such as USB flash drives from the computer 3 Turn off the computer properly through the operating system and then turn off any external devices 4 Disconnect the power cord from the power outlet and disconnect any external devices C...

Page 24: ...latch 1 toward the front of the computer and rotate the assembly 2 up and out of the way 8 Locate the memory compartment on the system board 9 If a fiber NIC is installed move the cable carefully out of the slot in the memory compartment cover 16 Chapter 2 Hardware changes ...

Page 25: ...ngs beneath them 11 Slide the memory compartment cover 2 slightly toward the front of the computer to free it and then lift it out of the chassis 12 To remove a SODIMM press outward on the two latches 1 on each side of the SODIMM rotate the SODIMM up 2 and then pull the SODIMM out of the socket 3 Installing additional memory 17 ...

Page 26: ...ocket 14 Hold the memory compartment cover with the fiber NIC slot toward the front of the computer and then set the memory compartment cover 1 over the SODIMMs 15 If a fiber NIC is installed move the cable carefully into the slot in the memory compartment cover 16 Line up the screw holes in the memory cover with the screw posts in the chassis and then fasten the two screws 2 with the springs to s...

Page 27: ...ease the latch 18 Replace and latch the access panel and then reinstall the I O panel 19 Replace the computer stand 20 Reconnect the power cord and turn on the computer 21 Lock any security devices that were disengaged when the computer cover or access panel was removed The computer automatically recognizes the additional memory when you turn on the computer Installing additional memory 19 ...

Page 28: ...mputer 3 Turn off the computer properly through the operating system and then turn off any external devices 4 Disconnect the power cord from the power outlet and disconnect any external devices CAUTION Regardless of the power on state voltage is always present on the system board as long as the system is plugged into an active AC outlet You must disconnect the power cord to avoid damage to the int...

Page 29: ...8 Locate the slot in the riser card 9 Slide the expansion slot cover left and remove it Installing a PCI Express card 21 ...

Page 30: ...lot 11 Rotate the fan assembly down push the fan assembly latch 1 toward the front of the computer lower the assembly 2 until it stops and then release the latch 12 Replace and latch the access panel and then reinstall the I O panel 13 Replace the computer stand 14 Reconnect the power cord and turn on the computer 15 Lock any security devices that were disengaged when the computer cover or access ...

Page 31: ...uter 3 Turn off the computer properly through the operating system and then turn off any external devices 4 Disconnect the power cord from the power outlet and disconnect any external devices CAUTION Regardless of the power on state voltage is always present on the system board as long as the system is plugged into an active AC outlet You must disconnect the power cord to avoid damage to the inter...

Page 32: ...8 Locate the slot in the riser card 9 Slide the expansion slot cover left and remove it 24 Chapter 2 Hardware changes ...

Page 33: ...tate the fan assembly down push the fan assembly latch 1 toward the front of the computer lower the assembly 2 until it stops and then release the latch 12 Replace and latch the access panel and then reinstall the I O panel 13 Replace the computer stand 14 Reconnect the power cord and turn on the computer 15 Lock any security devices that were disengaged when the computer cover or access panel was...

Page 34: ...security you may purchase a port cover to prevent unauthorized access to the rear ports Hood sensor The hood sensor is a combination of hardware and software technology If the access panel is removed the hood sensor is released and the computer alerts local users to tampering or removal of the access panel 26 Chapter 2 Hardware changes ...

Page 35: ...emoval of the thin client as well as locking devices installed inside the case To order this option visit the HP website at http www hp com and search for your specific thin client model 1 Locate the cable lock slot on the back panel 2 Insert the cable lock into the slot and then use the key to lock it Security 27 ...

Page 36: ...nnect any external devices CAUTION Regardless of the power on state voltage is always present on the system board as long as the system is plugged into an active AC outlet You must disconnect the power cord to avoid damage to the internal components of the computer 5 Remove the computer from the stand and lay the computer down with the right side up 6 Remove the computer access panel and back I O ...

Page 37: ...board 10 Unplug the battery cable connector from the system board 11 Connect the cable connector from the new battery to the system board 12 Carefully press the new battery down to adhere the battery securely to the system board 13 If the computer is an HP t620 PLUS Thin Client perform the following steps a If the cables from the PCIe riser card were disconnected in step 7 c reconnect them Removin...

Page 38: ...the socket c If a PCIe card was installed reinstall it For instructions see Installing a PCI Express card on page 20 d Rotate the fan assembly down push the fan assembly latch 1 toward the front of the computer lower the assembly 2 until it stops and then release the latch 14 Replace and latch the access panel and then reinstall the I O panel 15 Replace the computer stand 30 Chapter 2 Hardware cha...

Page 39: ...battery packs and accumulators should not be disposed of together with the general household waste In order to forward them to recycling or proper disposal please use the public collection system or return them to 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 r...

Page 40: ...resses most POST messages such as memory count product name and other non error text messages If a POST error occurs the error is displayed regardless of the mode selected To manually switch to Post Messages Enabled during POST press any key except F1 through F12 ł Enter the Asset Tag or property identification number assigned by the company to this computer ł Enable the power on password prompt d...

Page 41: ...eadings appears in the Computer Setup Utilities menu File Storage Security Power and Advanced 5 Use the arrow left and right keys to select the appropriate heading Use the arrow up and down keys to select the option you want then press Enter To return to the Computer Setup Utilities menu press Esc 6 To apply and save changes select File Save Changes and Exit ł If you have made changes that you do ...

Page 42: ... Processor speed ł Installed memory size speed number of channels single or dual if applicable About Displays copyright notice Set Time and Date Allows you to set system time and date Apply Defaults and Exit Loads the original factory system configuration settings for use by a subsequent Apply Defaults and Exit action Ignore Changes and Exit Exits Computer Setup without applying or saving any chan...

Page 43: ...al drive are checked for a bootable operating system image Each device on the list may be individually excluded from or included for consideration as a bootable operating system source EFI boot sources always have precedence over legacy boot sources ł Specify the order in which legacy boot sources such as a network interface card internal drive or USB optical drive are checked for a bootable opera...

Page 44: ... Password Options This selection appears only if a power on password or setup password is set Allows you to enable disable Stringent Password This item only selectable while Setup Password is set NOTE Disable the on board password jumper s E49 ability to reset the setup passwords When enabling Stringent Password losing the passwords may render the system permanently unusable Device Security Allows...

Page 45: ...sabled Enable or Disable BIOS Support for security devices When Disabled OS will not show Security Device the TCG EFI protocol and INIT 1A interface will not be available ł TPM State Enabled Disabled Enable or Disable Security Device NOTE Your computer will reboot during restart in order to change state of the device ł Pending operation None TPM Clear Schedule an operation for the security device ...

Page 46: ...le disable Default is disabled ł After Power Loss off on previous state Default is Power off Setting this option to Ń Power off causes the computer to remain powered off when power is restored Ń Power on causes the computer to power on automatically as soon as power is restored Ń Previous state causes the computer to power on automatically as soon as power is restored if it was on when power was l...

Page 47: ...use by the BIOS and operating system Default is Auto which sets memory allocation to 512 MB If you select Force the UMA Frame Buffer Size option displays which lets you set the UMA memory size allocation between 32 MB and 1 GB ł Internal Speaker some models does not affect external speakers Default is enabled ł Multi Processor Enable Disable Default Enabled Use this option to disable multiprocesso...

Page 48: ...ailable Device hidden SATA1 Device available Device hidden Front USB Ports Enable Disable Rear USB Ports Enable Disable Internal USB Ports Enable Disable Front USB Port 3 4 8 9 Enable Disable Rear USB Port 0 1 Enable Disable Internal USB Port 2 7 Enable Disable PCI Express x4 Slot Enable Disable Mini Card Slot Enable Disable Network Boot Enable Disable Data Execution Prevention Enable Disable Virt...

Page 49: ...B IO 2F8h IRQ 3 Disable IO 3F8h IRQ 4 IO 3F8h IRQ 3 IO 2F8h IRQ 4 IO 3E8h IRQ 4 IO 3E8h IRQ 3 IO 2E8h IRQ 4 IO 2E8h IRQ 3 Parallel Port IO 378h IRQ 7 DMA 3 Disable IO 378h IRQ 7 DMA 1 IO 278h IRQ 7 DMA 1 IO 278h IRQ 7 DMA 3 IO 3BCh IRQ 7 DMA 1 IO 3BCh IRQ 7 DMA 3 PCI SERR Generation Enable Disable PCI VGA Palette Snooping Disable Enable Printer Mode EPP ECP Bi Directional Output Only Num Lock Stat...

Page 50: ...ialization 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 wh...

Page 51: ... F10 to enter Computer Setup 4 Navigate to Power Hardware Power Management 5 Set S5 Maximum Power Savings as follows ł Disable WOL Enabled ł Enable WOL Disabled 6 Press F10 to accept any changes 7 Select File Save Changes and Exit 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 integrit...

Page 52: ...rdware to determine its functionality 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 the unit Table B 2 Power On Diagnostic Test Test Des...

Page 53: ...agnostic Front Panel LEDs and Audible Codes Activity Beeps Possible Cause Recommended Action White Power LED On None Computer on None White Power LED flashes every two seconds None Computer in Suspend to RAM mode some models only or normal Suspend mode None required Press any key or move the mouse to wake the computer Red Power LED flashes two times once every second followed by a two second pause...

Page 54: ...ower supply 3 Replace the system board Red Power LED flashes five times once every second followed by a two second pause Beeps stop after fifth iteration but LEDs continue until problem is solved 5 Pre video memory error CAUTION To avoid damage to the memory modules or the system board you must unplug the computer power cord before attempting to reseat install or remove a memory module 1 Reseat me...

Page 55: ... board System does not power on and LEDs are not flashing None System unable to power on Press and hold the power button for less than 4 seconds If the hard drive LED turns white the power button is working correctly Try the following 1 Remove the power cord from the computer 2 Open the computer and press the yellow CMOS button on the system board for 4 seconds located near the front USB ports 3 V...

Page 56: ...r an expansion card s option ROM Internal PXE option ROM is used for booting from the NIC to a PXE server 161 Real Time Clock Power Loss Invalid time or date in configuration memory RTC real time clock battery may need to be replaced Reset the date and time under Control Panel Computer Setup can also be used If the problem persists replace the RTC battery See the Removal and Replacement section fo...

Page 57: ...eat fan cable 3 Replace front chassis fan 912 Computer Cover Has Been Removed Since Last System Startup Computer cover was removed since last system startup No action required 921 Device in PCI Express slot failed to initialize There is an incompatibility problem with this device and the system or PCI Express Link could not be retrained to an x1 Try rebooting the system If the error reoccurs the d...

Page 58: ... client unit ł Power connector ł Keyboard ł Mouse ł Network RJ 45 connector ł Monitor The thin client unit does not power on 1 Verify that the power supply is good by installing it on a known working unit and testing it If the power supply does not work on the test unit replace the power supply 2 If the unit does not work properly with the replaced power supply have the unit serviced The thin clie...

Page 59: ...the IP configuration procedure 6 If network LED s still do not light have the unit serviced A newly connected unknown USB peripheral does not respond or USB peripherals connected prior to the newly connected USB peripheral will not complete their device actions An unknown USB peripheral may be connected and disconnected to a running platform as long as you do not reboot the system If problems occu...

Page 60: ...own or a bad system board Contact the Call Center for service for the bad system board DHCP IP Information from server If no DHCP IP information there is no network connection This may be caused by a bad cable the server is down or a bad system board Contact the Call Center for service for the bad system board If you are running in an Microsoft RIS PXE environment go to step 2 If you are running i...

Page 61: ...ir PXE provider for assistance Additionally refer to the following For Windows 2008 R2 http support microsoft com kb 891275 For Windows 2012 http technet microsoft com en us library cc766320 WS 10 aspx The services listed below must be running and they may be running on different servers 1 Domain Name Service DNS 2 Remote Installation Services RIS NOTE Active Directory DHCP is not required but is ...

Page 62: ...ownload the appropriate image from http www hp com Getting Started There are two deployment options supported by this utility You can choose to do one or more of the following using your personal computer ł Create a bootable flash image on a USB flash device ł 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...

Page 63: ...it will be erased before the bootable image is copied to it To prevent loss of data be sure that you have saved any data from the USB drive to another drive 4 Click Format Connect the bootable USB flash device to the thin client Only one bootable USB device may be attached to the thin client during this process NOTE Do not use USB 3 0 devices 5 Restart the thin client 6 When prompted Do you want t...

Page 64: ...o execute IBRPE in WinPE environment full path IBRPE EXE full path FLASH IBR HD0 To view the IBR command line options At the command prompt type IBR EXE and press Enter See your documentation if using a different PXE server such as Altiris Deployment Solution 56 Appendix C Restoring the Flash Image ...

Page 65: ...anagement tool used to manage the full life cycle of HP thin clients to include Discover Asset Management Deployment and Configuration For more information on HP Device Manager please visit www hp com go hpdm If you wish to manage the t620 with other management tools such as Microsoft SCCM or LANDesk go to www hp com go clientmanagement for more information 57 ...

Page 66: ...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 67: ...lowed by system reboot Linux BIOS Flashing You can use the hp flash utility and its associated driver to update the BIOS on systems running Linux After the driver loads execute the utility from a command prompt with administrator privileges The HP ThinPro or HP Smart Client Linux OS images include the utility for updating the BIOS but the binary file to flash must be copied from the DOS Flash fold...

Page 68: ...ondition and automatically searches the root directory of the hard drive and any USB media sources for a compatible binary image Copy the binary bin file in the DOS Flash folder to the root of the desired storage device and then power on the system Once the recovery process locates the binary image it attempts the recovery process The automatic recovery continues until it successfully restores or ...

Page 69: ...dited agency responsible for evaluation in the country where the power cord set will be installed 2 The power cord set must have a minimum current capacity of 10A 7A Japan only and a nominal voltage rating of 125 or 250 volts AC as required by each country s power system 3 The diameter of the wire must be a minimum of 0 75 mm2 or 18AWG and the length of the cord must be between 1 8 m 6 feet and 3 ...

Page 70: ... fittings appliance coupler and wall plug must bear the certification mark of the agency responsible for evaluation in the country where it will be used 2 The flexible cord must be Type SVT or equivalent No 18 AWG 3 conductor The wall plug must be a two pole grounding type with a NEMA 5 15P 15A 125V or NEMA 6 15P 15A 250V configuration 3 Appliance coupler flexible cord and wall plug must bear a T ...

Page 71: ...e Thin Client systems The table below lists the available memory devices and their types per the models Please note that the Thin Client systems do not use traditional hard drives with moving parts Instead they use flash memory devices with an IDE front end interface Hence the operating systems interface with these flash devices similar to a regular IDE hard drive This IDE flash device contains th...

Page 72: ...e RAM 256 bytes embedded in the super I O controller SIO12 Main If main power is removed LOM EEPROM LOM EEPROM 256 bytes embedded in LAN Chip SUS One Time programmable memory OTP TPM 6 kBytes embedded in TPM Chip It s ROM for TCG Firmware Main The information contained herein is subject to change without notice The only warranties for HP products and services are set forth in the express warranty ...

Page 73: ... 10 C to 40 C 10 C to 35 C 30 C to 60 C 50 F to 104 F 50 F to 95 F 22 F to 140 F Specifications are at sea level with altitude derating of 1 C 300 m 1 8 F 1000 ft to a maximum of 3 Km 10 000 ft with no direct sustained sunlight Upper limit may be limited by the type and number of options installed The operating temperature range when the thin client is attached to a flat panel using the HP Quick R...

Page 74: ...te or 1500 ft per minute 3048 m 9144 m 10 000 ft 30 000 ft Power Supply Operating Voltage Range Rated Line Frequency HP t620 Thin Client 100 VAC to 240 VAC 50 Hz to 60 Hz HP t620 PLUS Thin Client 100 VAC to 240 VAC 50 Hz to 60 Hz Power Output maximum 65 W 85 W Rated Output Current maximum 3 33 A 4 36 A Output Voltage 19 5 V dc 19 5 V dc 66 Appendix I Specifications ...

Page 75: ...sh drive 55 front panel components 1 H half height PCIe 2 0 card installing 23 headphone connector location 1 hood sensor 26 humidity specifications 65 I image restore tool 58 installation guidelines 4 installing half heightPCIe 2 0 card 23 memory 13 PCIe card 20 USB devices 11 L LEDs 42 blinking power 45 line out audio location 2 M memory installation 13 socket population 14 specifications 13 mic...

Page 76: ...ecifications altitude 66 computer 65 dimensions 65 humidity 65 power output 66 power supply 66 rated output current 66 relative humidity 65 temperature 65 specifications memory 13 stand attaching 6 T temperature specifications 65 tower stand 6 troubleshooting 50 U updating a BIOS 59 USB devices installing 11 USB ports 2 0 11 location 1 2 11 maximum size 11 V VGA connector location 2 W Wake on LAN ...

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