Administrator Guide

Troubleshooting
This section describes some basic troubleshooting that you can implement when you experience any problem.
● ThinOS devices allow secure SSL connections—SecurityMode=Full—only after verifying the certificates. In the present
scenario, the devices enforce the warning policy after you define a server using a valid IP address. The resolution for the
issue will be delivered in the next ThinOS release.
The following are the workarounds to avoid the SSL connection issue:
○ Ensure that the device has a valid certificate and the correct time is selected on the device.
○ Define the server by name instead of IP address.
○ Set the value of the global security policy to high.
○ Use the following INI parameter to enforce the high security mode:
SecurityPolicy=high TLSCheckCN=Yes
● The base.i386 and pcoip.i386 packages may not be available on devices:
○ Shipped with ThinOS version 8.5
○ Reimaged with a ThinOS version 8.5 Merlin image using USB imaging tool
Table 27. Affected platforms
Affected platforms Flash size
Wyse 5010 thin client with ThinOS 4 GB or higher
Wyse 5040 thin client with ThinOS 4 GB or higher
Wyse 7010 thin client with ThinOS 4 GB or higher
Wyse 5010 thin client with PCoIP 4 GB or higher
Wyse 5040 thin client with PCoIP 4 GB or higher
NOTE: Devices with 2 GB flash are not affected by the package issue.
Problem statement—The following issues are observed on the affected platforms:
○ Multimedia performance issues occur because the required codecs are not available.
○ PCoIP connections are not started in Horizon View and AWS environments.
○ Package tab is not available in the System Tools menu.
Resolution—Perform one of the following steps to resolve the issue on the affected devices:
○ Use the 4 GB Merlin image to flash the devices with 4 GB flash configuration. Use the 8 GB Merlin image to flash the
devices with 8 GB flash and higher configurations.
○ Install the ThinOS 8.5 web image to reload the missing package files. You can install the ThinOS web image by using
either a file server, Wyse Device Manager (WDM), or Wyse Management Suite. If the ThinOS web image is stored on
a file server or management server, and if the automatic image update option is enabled by using the INI parameter
Autoload=1 LoadPkg=1, then the device automatically installs the base.i386 and pcoip.i386 packages during
system reboot.
● Firmware/Package update: When the packages fail to update, or cannot function (cannot connect desktop) after update
with new version firmware, or if there is further failure, the workaround is to remove all packages and reinstall the packages
upon reboot.
● Display: With the default DP audio, the Wyse 3040 thin client in certain resolution displays a black screen for 10 seconds
after the system restart. For example, 1920 x 1200, 2048 x 1152, 2048 x 1280, 2560 x 1080, 2560 x 1440.
● Blast connection: If there is a launch issue, check the remote desktop status and network status; reboot unit few times and
the desktop connects successfully.
● Boot up unit without monitor or with monitor power-off.
○ Wyse 5010 thin client, Wyse 5040 thin client, Wyse 7010 thin client, and Wyse 3030 LT thin client: If the thin client
waits for 15 to 20 seconds and the monitor is attached or powered on within 20 seconds, the display is turned on. If the
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