Troubleshooting Guide HP t510 Thin Client
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Microsoft and Windows are trademarks of Microsoft Corporation in the U.S. and other countries. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
About This Book WARNING! Text set off in this manner indicates that failure to follow 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.
iv About This Book
Table of contents 1 Product Description ........................................................................................................................................ 1 Product features ................................................................................................................................... 2 Serial Number Location ....................................................................................................... 2 Front Panel Components .............................
Setup Utility—Standard CMOS Features .......................................................................... 21 Setup Utility—Advanced BIOS Features ........................................................................... 21 Setup Utility—Integrated Peripherals ................................................................................. 22 Setup Utility—Power Management Setup ......................................................................... 23 Setup Utility—Utility Task Actions ..........
Appendix A Specifications .............................................................................................................................. 50 Appendix B Adding an Image Restore Tool .................................................................................................. 52 Appendix C Configuring a PXE Server .......................................................................................................... 53 Prerequisites ......................................................
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1 Product Description The following features are common to all HP thin clients: ● No hard drives or diskette drives ● 5 minute hardware setup time ● central deployment and management using HP Management Solutions The following features are specific to the HP t510 Thin Clients: ● VIA Eden X2 u4200 1 GHz processor ● VIA VX900 chipset ● Single Channel DDR3 at 800 MHz; 2 GB minimum RAM expandable to 4 GB ● IDE Flash module, minimum 1 GB (ThinPro, Smart Zero Client), 2 GB (WES9), 4 GB maximum (WES
Product features For more information, refer to the model-specific QuickSpecs at http://h18004.www1.hp.com/ products/quickspecs/QuickSpecs_Archives/QuickSpecs_Archives.html. 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. Figure 1-1 Serial number location Front Panel Components For more information, http://www.hp.
Top Components For more information, http://www.hp.com and search for your specific thin client model to find the model-specific QuickSpecs. The secure USB compartment allows you to use two USB devices in a secured location.
Rear Panel Components For more information, http://www.hp.com and search for your specific thin client model to find the model-specific QuickSpecs.
Using the Power Cord Retention Slot To prevent accidental disconnection, press a loop of the power cord into the power cord retention slot.
2 Hardware Changes General Hardware Installation Sequence To ensure the proper installation thin client hardware components: 1. Back up any data, if necessary. 2. If the thin client is powered on: a. Turn off the computer properly through the operating system, then turn off any external devices. b. Disconnect the power cord from the power outlet and disconnect any external devices. c. Disconnect any external devices or cables, such as an antenna or cable lock.
NOTE: Option kits include more detailed installation instructions. 8. Replace the side access panel and metal side cover. See Removing and Replacing the Side Access Panel and Metal Side Cover on page 12. 9. Replace the secure USB compartment 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.
Installing the Antenna (Wireless Models) ▲ Screw the antenna in place on the rear of the thin client. Figure 2-1 Installing the antenna CAUTION: To prevent damage to the antenna mounting, do not overtighten the antenna. Installing the Rubber Feet You may want to use your thin client in a 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.
Installing the Stand If you want to use the thin client in a vertical orientation, you will need to install the stand for stability. To install 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).
Removing the Stand To remove the stand: 1. Turn unit upside down. 2. Press down on the tab (1), and then slide the stand toward the rear of the unit and pull it up to remove it from the unit (2). Figure 2-4 Removing the stand Removing and Replacing the Secure USB Compartment Cover The secure USB compartment allows you to install two USB devices in a secure location inside the thin client. The cable management feature allows you to install a USB mouse and a USB keyboard in this compartment.
To remove the secure USB compartment cover: 1. Toward the rear of the thin client's compartment cover, remove the screw that secures the compartment cover to the unit (1). 2. Push the compartment cover about .6 cm (1/4 inch) toward the front of the unit (2) and lift it off the unit (3). Figure 2-5 Removing the secure 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.
Removing and Replacing the Side Access Panel and Metal Side Cover Removing the Side Access Panel and Metal Side Cover 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 the access panel: 1. Remove the secure compartment cover (1). For more information, see Removing the Secure USB Compartment Cover on page 10. 2. Remove the stand, if it is installed (2).
2. Lift the metal side cover, rear side first, off the unit (2). Figure 2-8 Removing the metal side cover Replacing the Metal Side Cover and Side Access Panel To replace the metal side cover: 1. Slip the front edge of the metal side cover under the lip 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.
2. Slide the access panel toward the bottom of the unit until it is flush with the bottom of the chassis (2). 3. Replace the secure compartment cover. For more information, see Replacing the Secure USB Compartment Cover on page 11.
If you install a USB mouse and a USB keyboard in the secure USB compartment, route the cables around and through the clips, then out the secure cable routing slot, as shown in the following illustration. Figure 2-11 Using the secure cable routing slot Removing and 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.
2. To release the battery from its holder, gently push the metal guard that extends above one edge of the battery very slightly toward the rear of the unit, then lift the battery out (1). NOTE: Be careful not to bend the metal guard. Figure 2-12 Removing and replacing the internal battery 3. To insert the new battery, align the replacement battery with the positive side toward the rear of the unit.
Installing a Secondary Flash Memory Module Before beginning the installation process, review General Hardware Installation Sequence on page 6 for procedures you should follow before and after installing or replacing hardware. WARNING! You must remove the right side panel to access the system board. Before removing the side access panel, ensure that the thin client is turned off and the power cord is disconnected from the electrical outlet.
External Drives Various external USB drives are available as options for these thin clients. For more information 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.
3 BIOS Settings, (F10) Utility Using the BIOS Settings Changing BIOS Settings from the repset utility Some BIOS settings may be changed locally within the operating system without having to go through the F10 utility1. This table identifies the items that can be controlled with this method.
USB Keyboard Support Enabled Disabled USB Mouse Support Disabled Enabled NOTE: Settings that can be controlled from the operating system with repset can also be controlled remotely by sending the client an Altiris job that uses the repset tool to apply the setting changes. Changing BIOS Settings Using the F10 Utility 1. Turn on or restart the thin client. 2. As soon as the thin client is turned on, press F10 when the “press F10” prompt appears on the screen to enter the Setup Utility.
Setup Utility—System Information NOTE: Support for specific Setup options may vary depending on the hardware configuration.
Table 3-4 Setup Utility—Advanced BIOS Features (continued) Boot Up Numlock Status Select power on state for Numlock. Default is OFF. Security Option Select whether the Password is required every time the system boots or only when you enter Setup. Default is Setup. POST Delay (secs) Set a delay that is added to POST to allow more time to press F10 to enter the Setup Utility. Default is None. F12 Boot Enable/Disable F12 network boot. Default is Enabled.
Setup Utility—Power Management Setup Table 3-6 Setup Utility—Power Management Setup Option Description PWRON After PWRFail When power is lost and comes back, the option determines what power state the system should go to. Options are Off, On, and Former-Sts. Default is Former-Sts. Wake on PME Enable/disable system wakeup capability for OnBoard LAN device and PCI card. Default is enabled. BIOS Wake up Enable RTC alarm wakeup. Default is disabled.
4 Diagnostics and Troubleshooting LEDs Table 4-1 Power and IDE Flash Activity LEDs LED Status Power LED Off When the unit is plugged into the wall socket and the Power LED is off, the unit is powered off. However, the network can trigger a Wake On LAN event in order to perform management functions. Power LED On Displays during boot sequence and while the unit is on.
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 integrity of the hardware. Initialization performs the following functions: 1. Initializes CPU and memory controller. 2. Initializes VGA software. 3. Initializes and configures all PCI devices. 4. Initializes the video to a known state. 5. Initializes USB devices to a known state. 6. Performs power-on diagnostics.
Beep Codes If there are no video errors, the system goes directly to POST messages. Beep Code Description 1 long, 2 short A video error has occurred and the BIOS cannot initialize the video screen to display any additional information. 1 long, 3 short System running in boot block recovery mode.
Troubleshooting Basic Troubleshooting If the thin client is experiencing operating problems or will not power on, review the following items. Table 4-4 Power-On Troubleshooting Issue Procedures The thin client unit is experiencing operating problems. Ensure that the following connectors are securely plugged into the thin client unit: The thin client unit does not power on. The thin client unit powers on and displays a splash screen, but does not connect to the server.
Table 4-4 Power-On Troubleshooting (continued) 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 occur, disconnect the unknown USB peripheral and reboot the platform. Video does not display. 1.
If you are running in a Linux environment go to step 3. 2. If you are running in an MS RIS PXE environment press the F12 key to activate the network service boot as soon as the DHCP IP information appears on the screen. If the unit does not boot to the network the server is 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.
Troubleshooting Flowcharts Initial Troubleshooting Start Intial Troubleshooting Is there power? No Go to No Power No Go to No Video Yes Is there video? Yes Beeps, LEDs, or error No Go to Error Messages Yes Is the OS loading? No Yes Go to next page t5000 Troubleshooting Flow Chart B 30 Chapter 4 Diagnostics and Troubleshooting Go to No OS Loading
Initial Troubleshooting Part 2 Continued from B Initial Troubleshooting Keyboard/ mouse working? No Go to Non-functioning pointing device or keyboard Yes NIC working? No Go to No internal network connector Yes Audio working? No Go to No audio Yes Windows desktop displayed but can't connect? No Go to No IP address Yes Boot in continuous loop? Go to Booting in continuous loop Troubleshooting 31
No Power, Part 1 No Power, Part 1 No Power (Power LED is off) No Is power cord connected from power source to brick and brick to system? No Plug power cord into brick and power source, then from brick to system. Yes Using power strip or UPS? Yes Ensure power strip or UPS is turned on. No Active Outlet No Turn computer off. Plug power cord into different active wall outlet.
No Power, Part 2 No Power, continued No Power, Part 2 Plug directly into AC outlet Yes PowerNo LED on? Done No Reseat AC adapter in thin client and at power source Power on? Yes Done No Power outlet active? No Try different outlet Yes Go to next page t5000 Troubleshooting Flow Chart No Power, Part 3 Troubleshooting 33
No Power, Part 3 34 Chapter 4 Diagnostics and Troubleshooting
No Video, Part 1 Troubleshooting 35
No Video, Part 2 No Video continued No Video Part 2 Reconnect Yes monitor to thin client (note 3) Monitor plugged in and turned on? No No No Plug in and turn on monitor Video OK? Video OK? Yes Note: 3. Turn off and unplug thin client before reconnecting cables. Done No Does unit have added memory upgrades? No Have the unit serviced. NOTE: Refer to the Warranty for coverage information.
No Video, Part 3 No Video Part 2 continued No Video Part 3 Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures. Turn off power, disconnect power cord, and open the computer. Reseat flash, then clear CMOS by removing and replacing the battery. Replace cover and power cord, then restart computer.
No Video, Part 4 Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures. No Video Part 3 continued No Video Part 4 Restart computer See codes or beeps? Yes 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.
Error Messages Error Messages Beeps, CPU or Keyboard Lights, or POST error messages Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures. 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.
NO OS Loading NO OS Loading (IDE Flash LED Blinking Green) Factory recommended booting priority: 1. USB device 2. Flash 3. Network OS not loading from: Flash. Go to OS Not Loading from Flash Network. Go to No Internal Network Connection Note: If USB diskette drive present and diskette installed, system will not boot from other USB device.
OS Not Loading from Flash OS not loading from flash* (IDE LED not blinking) 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. * Not for diskless models Boot from Flash? Yes Done No Restore image using the Recovery process.
Non-Functioning Pointing Device or Keyboard Non-functioning Pointing Device or Keyboard Pointing device or keyboard not operating properly. Reseat keyboard or mouse and disconnect other devices. F10 Setup to enable USB controller. Keyboard or mouse working? Yes Done No Disconnect the nonfunctioning device and attach a known working keyboard/ mouse to the system. Press Ctrl+Alt+Del to reboot. Press Ctrl+Alt+Del to reboot. Working? Yes Done No Reimage device using the recovery process.
No Internal Network Connection No Internal Network Connection Note: Yellow or green LED on NIC connector indicates an active jack. Keyboard or mouse working? No Replace cable or have jack activated. NIC configured in OS? No Reimage using recovery process. Yes OK? Yes Done 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/cgibin/hpsupport/index.
No Audio No Audio Is Volume Control or Media Player muted? If so, change the setting. Audio? Yes Done N Are speaker connectors in correct jacks? Try both audio jacks. Audio? Restore image using the Recovery process. Yes Audio? Yes N In Control Panel's Sound and Audio, does the Audio tab indicate whether the unit sees its audio hardware? N N Yes Disconnect any external speakers Turn up volume for internal and external speakers.
No IP Address No IP Address Done Thin client have a valid IP address? Yes Service the unit. Note: Refer to the Warranty for coverage information. N Ping Loopback OK? Done N Yes Thin client have a valid IP address? Yes Ping Gateway OK? Reimage device using restore N Reboot unit and server. Yes Ping Server by name OK? N N Contact Server Administrator to verify DCHP, DNS services started. Replace network cable.
Booting in Continuous Loop Booting in Continuous Loop Using t5000 F10 Setup, change boot priority to factory defaults. 1. USB Device 2. Flash* 3. Network *Check "Amount of Flash memory" in Yes system information table. Reboot the thin client Boot OK? Yes No If you are using XPe OS, disable the write filter. Chek that Altiris 5.6 Deployment server is being used. Reboot the thin client Service the unit. Note: Refer to the Warranty for coverage information.
5 Restoring the Flash Image System Requirements To create a recovery device for the purpose of reflashing or restoring the software image on the DOM (Disk On Module of ATA Flash), you will need the following: ● A computer running Microsoft Windows 2000 Professional or Microsoft Windows XP Professional ● One or more HP Compaq t5000 Series Thin Clients ● CD-R or CD-RW drive (if using the ISO Image option) ● 512-MB USB flash device for Windows XP Embedded or Windows Embedded Standard (WES) (if using t
Choose one of the deployment options: Each option is described in the following paragraphs. ● ISO Image ● USB Format ● Deployment During the restore process, the thin client flash drive will be reformatted and all data on it will be erased before the system image is copied to it. To prevent loss of data, be sure that you have saved any user-created data from the flash 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. 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 image restoration utility), FLASH.xx (the OS image), and README.
A Specifications Table A-1 HP t510 Thin Client Dimensions Width 58.42 mm 2.30 in. Height (without stand) 209.55 mm 8.25 in Height (with stand) 219.70 mm 8.65 In Depth 215.90 mm 8.50 in. Approximate Weight 1.36 kg 3.00 lb 10° to 40° C 50° to 104° F -30° to 60° C -22° to 140° F Temperature Range (fanless design)* Operating** (max. rate of change is 10° C per hour or 18° F per hour) Nonoperating (max.
Table A-1 HP t510 Thin Client (continued) Power Supply Operating Voltage Range 100–240 VAC 100–240 VAC Rated Line Frequency 50–60 Hz 50–60 Hz Power Output (maximum) 65 W 65 W Rated Output Current (maximum) 3.42 A 3.
B Adding an Image Restore Tool 1. Ensure that the boot order is set to use the Network as the first boot device. 2. Ensure that IBR.exe (Image Restore) and Flash.dd are stored in the same directory on the server. (e.g., c:\program files\altiris\express\deployment server\images) 3. From the Altiris Deployment Server Console, click File > New > Job. 4. Enter a unique name for the job that you will use to deploy the original thin client image. 5. Click the name of the new job. 6.
C Configuring a PXE Server Prerequisites The services listed below must be running, and they may be running on different servers: ● Domain Name Service (DNS) ● Active Directory DHCP ● Remote Installation Services (RIS) on Microsoft Windows 2000 Server This documentation covers RIS setup, and assumes that servers 1, 2, and 3 (above) are already set up. The RIS PXE Server must be equipped with two or more hard drives.
5. Right-click DHCP (just above the domain name) and select Manage Authorized Servers. 6. Click Authorize. 7. Type the IP address of your RIS PXE server, and then click OK. 8. Click OK. 9. Log off from the DHCP Server. Configuring Remote Installation Services Use the default option to have RIS install on second hard drive (D:\ or E:\). 1. Click Start > Run. 2. Type Risetup.exe and click Next. 3. Click Next. 4. Select Respond to client computers requesting service. 5. Click Next. 6.
11. Click Next. 12. Click Finish. RIS Menu 1. Install the RIS menu of your choice. 2. Configure the RIS menu. 3. Refer to the help file provided by the RIS menu for instructions on creating a network bootable diskette and RIS menu for PXE. Creating Network Bootable Disk to Map Drives Create a network boot disk to map drives. Refer to the Microsoft Web site for instructions about creating a network bootable diskette.
D FTP Update HP FTP Image Update Client is a utility that allows image update from an FTP share to an HP thin client system running the Windows Embedded Standard (WES) operating system. FTP Image Update is only provided on the t5570 WES image.
Description The HP FTP Image Update Client can only be run by an administrator on an HP thin client system which has license to run XP Embedded operating system. Host Settings There are two ways to specify host settings: 1. You can manually enter settings by clearing the Get Host Settings from DHCP server check box and filling in appropriate information to the Host ID, Path, User ID, and Password boxes. If the FTP share allows anonymous read access, then you can leave the User ID and Password boxes empty.
Select Image to Update Once the host settings are entered, either manually or automatically through DHCP, then click the Refresh Image List button to make the applet query the FTP share for all XPe images whose targeted BIOS families match the one of the current thin client system, and fill in the drop-list combo box to the left of the button. You can choose any of the listed images to update/image the system.
Select Image to Update 59
E System BIOS Restoring a Corrupt BIOS If the BIOS on the thin client is corrupt, the BIOS must be restored before the thin client will boot to the operating system.
The Softpaq contains utilities for restoring or updating the system BIOS. Included in the Softpaq are several methods for changing or 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.
F Electrostatic Discharge A discharge of static electricity from a finger or other conductor may damage system boards or other static-sensitive devices. This type of damage may reduce the life expectancy of the device. Preventing Electrostatic Damage To prevent electrostatic damage, observe the following precautions: ● Avoid hand contact by transporting and storing products in static-safe containers.
Index A access panel removing 12 replacing 13 adding an image restore tool 52 altitude specifications 50 antenna installing 8 authorizing Remote Installation Services 53 B basic troubleshooting 27 battery, replacing 15 beep codes 26 BIOS 60 restoring 60 updating 60 C cable lock slot location 3 cable routing slot 4 cautions ambient temperature 10 antenna mounting 8 static electricity 6 changing BIOS settings in the repset utility 19 using the F10 utility 20 components front panel 2 rear panel 4 top 3 config
power connector location 4 power cord retention slot 5 power LED location 2 power output specifications 51 power supply specifications 51 power-on diagnostic tests 25 power-on sequence 25 preventing electrostatic damage 62 product description 1 PS/2 connectors location 4 PXE 49, 53 R rated output current 51 rear panel components 4 recycling 16 relative humidity specifications 50 removing battery 15 metal side cover 12 secure USB compartment cover 10 side access panel 12 stand 10 replacing battery 15 metal s
