Administrator Guide

D
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 certicates. In the present
scenario, the devices enforce the warning policy after you dene 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 certicate and the correct time is selected on the device.
– Dene 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 25. Aected platforms
Aected 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 ash are not aected by the package issue.
Problem statement—The following issues are observed on the aected 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 aected devices:
– Use the 4 GB Merlin image to ash the devices with 4 GB ash conguration. Use the 8 GB Merlin image to ash the
devices with 8 GB ash and higher congurations.
– Install the ThinOS 8.5 web image to reload the missing package les. You can install the ThinOS web image by using either a
le server, Wyse Device Manager (WDM), or Wyse Management Suite. If the ThinOS web image is stored on a le 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 rmware, 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.
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