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Non-Functioning Pointing Device or Keyboard

Non-functioning Pointing 

Device or Keyboard

Service the unit

Note:

 Refer to the Warranty 

for coverage information.

Disconnect the non-
functioning device 
and attach 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

42

Chapter 4   Diagnostics and Troubleshooting

Summary of Contents for f10

Page 1: ...Troubleshooting Guide HP t510 Thin Client ...

Page 2: ...anty statements 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 prio...

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: ...emoving the Secure USB Compartment Cover 10 Replacing the Secure USB Compartment Cover 11 Removing and Replacing the Side Access Panel and Metal Side Cover 12 Removing the Side Access Panel and Metal Side Cover 12 Replacing the Metal Side Cover and Side Access Panel 13 Installing Thin Client Options 14 Installing the USB Device 14 Removing and Replacing the Battery 15 Installing a Secondary Flash ...

Page 6: ...eshooting Flowcharts 30 Initial Troubleshooting 30 Initial Troubleshooting Part 2 31 No Power Part 1 32 No Power Part 2 33 No Power Part 3 34 No Video Part 1 35 No Video Part 2 36 No Video Part 3 37 No Video Part 4 38 Error Messages 39 NO OS Loading 40 OS Not Loading from Flash 41 Non Functioning Pointing Device or Keyboard 42 No Internal Network Connection 43 No Audio 44 No IP Address 45 Booting ...

Page 7: ...lation Services 54 Set User Permissions on the Active Directory Server 54 RIS Menu 55 Creating Network Bootable Disk to Map Drives 55 For More Information 55 Appendix D FTP Update 56 Server Requirements 56 DCHP Server 56 FTP Server 56 Description 57 Host Settings 57 Select Image to Update 58 Appendix E System BIOS 60 Restoring a Corrupt BIOS 60 Updating a BIOS 60 Appendix F Electrostatic Discharge...

Page 8: ...viii ...

Page 9: ...nt 2 GB WES9 4 GB maximum WES7 Broadcom 57780 LAN Embedded Mini PCI E Internal Wireless LAN option with external antenna Atheros a b g n VESA mounts Quick Release support 2 Secure USB 2 0 internal ports Kensington Lock slot 65W 19V power supply I O ports DVI I and DVI D 2 front USB 2 secure Internal USB 2 rear USB 1 serial port 1 parallel port PS2 keyboard and mouse 1 Gb RJ45 front Audio jacks Mic...

Page 10: ...e this number available when contacting HP customer service for assistance Figure 1 1 Serial number location 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 1 Secure USB compartment 4 Line in microphone connector 2 Power button 5 Line out headphone audio connector 3 Fl...

Page 11: ...ific QuickSpecs The secure USB compartment 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 3 USB cable management features Product features 3 ...

Page 12: ...RJ 45 connector 8 DVI D connector 3 PS 2 connectors 2 9 DVI I connector 4 Parallel connector 10 Serial connector 5 Power cord retention slot 11 Power connector 6 Secure USB compartment cable routing slot Available on some models Refer to the model specific QuickSpecs at www hp com for details The wireless antenna allows you to send and receive wireless signals to communicate with wireless local ar...

Page 13: ...Using the Power Cord Retention Slot To prevent accidental disconnection press a loop of the power cord into the power cord retention slot Figure 1 6 Power cord retention slot Product features 5 ...

Page 14: ...erface 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 62 for more information 3 Remove the secure USB compartment cover See Removing and Replacing t...

Page 15: ... cover See Removing and Replacing the Secure USB Compartment Cover on page 10 10 Reconnect any external devices and power cords 11 Turn on the monitor the thin client and any devices you want to test 12 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 model 13 Reconfigure the thin client if necessary Gen...

Page 16: ...horizontal orientation You can install self adhesive rubber feet at the corners of the left side of the unit The rubber feet help keep the unit safely in place CAUTION If you use the thin client in a horizontal orientation without the rubber feet it may slide and result in equipment damage To install the rubber feet 1 Remove the feet from their backing 2 Align the feet with their holes and press t...

Page 17: ...ll the stand 1 Turn unit upside down 2 Position the stand with the wide part toward the front of the unit Align the tabs on the stand with the slots on the bottom of the unit 3 Insert the tabs into the slots 1 and slide the stand toward the front of the unit until it locks into place 2 Figure 2 3 Installing the stand Installing the Stand 9 ...

Page 18: ... The ambient temperature inside of the secure USB compartment can reach up to 55 C 131 F in worst case conditions Make sure the specifications for any device you install in the compartment indicate the device can tolerate a 55 C 131 F ambient environment NOTE In addition to following these instructions follow the detailed instructions that accompany the accessory you are installing Before beginnin...

Page 19: ...e USB compartment cover Replacing the Secure USB Compartment Cover To replace the secure compartment cover 1 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 2 Slide the cover toward the back of the unit until the cover is flush with the chassis 2 3 Replace the screw 3 Figur...

Page 20: ... on page 10 2 Remove the stand if it is installed 2 See Removing the Stand on page 10 for more information 3 Lay the unit flat on a stable surface with the right side up and the left side down 4 Slide the access panel about 3 mm 1 8 inch toward the top of the unit 2 and then lift the access panel up and off the unit 3 Figure 2 7 Removing the side access panel To remove the metal side cover NOTE Yo...

Page 21: ...ip on the chassis lower the front edge and then press the metal side cover down into place 1 2 Insert and tighten the four screws 2 Figure 2 9 Replacing the metal side cover To replace the access panel 1 Align the tabs on the access panel with the slots in the chassis and place the access panel on the side of the unit offset about 3 mm 1 8 inch toward the top of the unit 1 Removing and Replacing t...

Page 22: ...placing the Battery on page 15 Installing a Secondary Flash Memory Module on page 17 External Drives on page 18 Installing the USB Device Before beginning the replacement process review General Hardware Installation Sequence on page 6 for procedures you should follow before and after installing or replacing hardware Insert the USB device into the USB port in the secure USB compartment See the foll...

Page 23: ... Replacing the Battery Before beginning the replacement process review General Hardware Installation Sequence on page 6 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 To remove and replace the battery 1 Locate the ...

Page 24: ... electronic hardware HP original print cartridges and rechargeable batteries For more information about recycling programs go to http www hp com and search for recycle Batteries 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 au...

Page 25: ... you are discharged of static electricity by briefly touching a grounded metal object When handling a memory module be careful not to touch any of the contacts Doing so may damage the module To install the secondary flash memory module 1 Locate the secondary flash memory module socket on the system board Figure 2 13 Installing the Secondary Flash Memory Module 2 Insert the flash memory module into...

Page 26: ...mation about these drives visit http www hp com and search for your specific thin client model or refer to the instructions that accompany the option For more information about available options visit the HP Web sitehttp www hp com and search for your specific thin client model 18 Chapter 2 Hardware Changes ...

Page 27: ...ed Disabled Integrated Audio Enabled Disabled Network Controller Enabled Disabled Serial Port 1 3F8 IRQ4 other values 2F8 IRQ3 3E8 IRQ4 2E8 IRQ3 Disabled Parallel Port 378 IRQ7 other values 278 IRQ5 3BC IRQ7 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 User input 18 chars Setup Pas...

Page 28: ...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 29: ... Date mm dd yy Allows you to set system date Time hh mm ss Allows you to set system time IDE Primary Master Indicates ATA Flash settings Halt 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 Pow...

Page 30: ...lt is Enabled 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 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 ...

Page 31: ... alarm RTC wakeup time of day hh mm Eup Lot6 Enable or disable EuP Energy Using Product Lot6 power consumption mode Default is disabled Setup Utility Utility Task Actions Table 3 7 Setup F10 Utility Task Actions Heading Table Load Factory Defaults Select Yes or No Y N Set Administrator Password Allows you to set change and disable the administrator password Set User Password Allows you to set chan...

Page 32: ...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 33: ...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 34: ...mory test The user may press Esc to skip the full memory test Hard Disk Install Failure Cannot find or initialize the hard drive controller or the drive Make sure the controller is installed correctly If no hard drives are installed be sure the Hard Drive selection in Setup is set to NONE Keyboard error or no keyboard present Cannot initialize the keyboard Make sure the keyboard is attached correc...

Page 35: ...g the System 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 thi...

Page 36: ... 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 5 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 service GUID General system b...

Page 37: ...s not configured 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 di...

Page 38: ...o 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 30 Chapter 4 Diagnostics and Troubleshooting ...

Page 39: ...ing Go to Non 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 Troubleshooting 31 ...

Page 40: ... 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 32 Chapter 4 Diagnostics and Troubleshooting ...

Page 41: ...wer LED on Power 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 Troubleshooting 33 ...

Page 42: ...No Power Part 3 34 Chapter 4 Diagnostics and Troubleshooting ...

Page 43: ...No Video Part 1 Troubleshooting 35 ...

Page 44: ...ubleshooting 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 36 Chapter 4 Diagnostics and Troubleshooting ...

Page 45: ...eginning disassembly 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 th...

Page 46: ...d 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 38 Chapter 4 Diagnostics ...

Page 47: ... error messages Notes Short S and long L beeps will only be heard if the system has a speaker LEDs will only function on PS 2 keyboards not USB Power LED has no color showing Computer is off Power LED glows green Computer is on Beep code 1 Long 2 Short Video controller not present or incorrectly initialized Ensure the monitor is plugged in Beep code 1 Long 3 Short ROM failure Create ROMPaq diskett...

Page 48: ...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 40 Chapter 4 Diagnostics and Troubleshooting ...

Page 49: ...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 41 ...

Page 50: ...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 42 Chapter 4 Diagnostics and Troubles...

Page 51: ... 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 43 ...

Page 52: ...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 44 Chapter 4 Diagnostics and Troubleshootin...

Page 53: ...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 45 ...

Page 54: ... Boot OK 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 If you are using XPe OS disable the write filter Chek that Altiris 5 6 Deployment server is being used Reboot the thin client Yes Yes No t5000 Troubleshooting Flow Chart End 46 Chapter 4 Diagnostics and Troubleshootin...

Page 55: ... is constantly changing Not all USB flash devices have been tested with the HP Compaq Thin Client Imaging Tool USB CD ROM drive for thin client if using the ISO Image option Before using the utility you must download the appropriate image from http 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 fo...

Page 56: ...ess 4 Insert the bootable restore CD into the CD ROM drive 5 Restart 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 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 1 Connect your USB flash drive to your computer Ensure that on...

Page 57: ... OS image and README TXT NOTE Linux uses the file name FLASH DD while other operating system images use FLASH IMG Deploying with PXE 1 Ensure that IBR exe and Flash img are stored in the same directory on the server 2 Add full path IBR exe y full path Flash img hd0 to the PXE command file and then run it To view the IBR command line options At the command prompt type IBR EXE and press Enter Refer ...

Page 58: ...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 The operating temperature range when the thin client is attached to a flat panel using the HP Quick Release is 50 to 95 F 10 to 35 C Relative Humidity non condensing Operating max wet bulb temperature is 28 C or 84 2 F Nonoperating max wet bulb temperature ...

Page 59: ...Client continued Power Supply Operating Voltage Range Rated Line Frequency 100 240 VAC 50 60 Hz 100 240 VAC 50 60 Hz Power Output maximum 65 W 65 W Rated Output Current maximum 3 42 A 3 42 A Output Voltage 19 V DC 19 V DC 51 ...

Page 60: ...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 61: ...alling Remote Installation Services RIS PXE Server 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 promp...

Page 62: ... Click Next 6 Insert the Windows 2000 Professional CD into the CD 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 R...

Page 63: ...etwork 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 pageDisplay support Type your model number into the for product box and navigate to the Manuals link Altiris D...

Page 64: ...dvantage 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 XPe images and WinPE image are stored For example if the XPe images and WinPE image are stored in ftp ftpserver ftpfolder then the option DHCP option 137 should contain the following str...

Page 65: ...ssword boxes If the FTP share allows anonymous read access then you can leave the User ID and Password boxes empty If the XPe 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 saved and...

Page 66: ...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 67: ...Select Image to Update 59 ...

Page 68: ...le to 786R11 ROM for the restore process to work 3 Insert the USB flash drive or floppy drive with diskette into a port on the corrupted system 4 Power the system on and observe the USB device activity light flashes indicating the process has started The system will display a message showing the recovery process has started and when it has finished 5 When the process is complete the system reboots...

Page 69: ...n individual PCs through the CE net environment LFlash Linux based utility to locally update the system BIOS on individual PCs through the Linux environment To determine the BIOS family version and date on the thin client press F10 during system power on to run the F10 Setup utility then select System Information To update the system BIOS complete the following instructions 1 Download the Softpaq ...

Page 70: ...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 71: ... 4 F features 2 feet installing 8 Flash activity LED location 2 flash memory module installing 17 formatting a flash drive 48 front panel components 2 G grounding methods 62 H hard drive 18 hardware drivers 7 hardware specifications 50 hardware upgrades 6 headphone connector location 2 horizontal orientation 8 humidity specifications 50 I image restore tool 52 installation sequence 6 installing an...

Page 72: ...ion 2 3 ports 3 removing cover 10 replacing cover 11 security cable routing slot 14 USB devices 14 serial connector location 4 serial number location 2 setting user permissions on the Active Directory Server 54 Setup Utility Advanced BIOS Features 21 Integrated Peripherals 22 Main Menu 20 Power Management Setup 23 Standard CMOS features 21 System Information 21 Utility Task Actions 23 shutting dow...

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