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Common Configuration Problems
Below is a list of common configuration problems, ordered from thin client power on to Terminal Server Login.
Contents
- 1 Powering on the Thin Client
- 2 Booting - ACP Network Boot Loader
- 3 Cannot Load Firmware
- 4 Thin Client Loads Firmware but fails to load configuration
- 5 Graphical ACP Logo is shown, but boot process stops
- 6 Attempts to connect to terminal server, but dies
- 7 Connects to connect to terminal server, but cannot login
- 8 Login to Terminal Server prompts for password even though the username and password are filled in ThinManager
- 9 After the session is established, it will disconnect randomly
- 10 Mouse works but the application is unresponsive
- 11 Sound doesn't work
- 12 The touch screen doesn't work
- 13 The touch screen mouse doesn't match the touches
- 14 Changes to the configuration in ThinManager don't show up on the thin client
- 15 The configuration of the primary ThinManager Server and the secondary ThinManager Server are different
- 16 The terminals in the tree on the primary ThinManager Server show green while the terminals on the secondary are all red
- 17 The client is showing the time of the terminal server in a different time zone and not the local time
- 18 When "Terminal Servers" is highlighted in the ThinManager tree, the Details pane doesn't show OK for the connections
- 19 The Users, Sessions, and Processes tabs don't show data for a terminal server
- 20 The Users and Sessions tabs show data for a terminal server, but the Processes tabs shows no data
- 21 When shadowing a client the mouse doesn't work in the shadowed session
Powering on the Thin Client
No Power
- Check power cable, power supply and outlets.
No Video
- Check video cable, monitor power cable and outlets.
Booting - ACP Network Boot Loader
Cannot get IP address using DHCP
- Is the ThinManager Ready thin client set to DHCP? They are set to DHCP by default, but can be changed.
- Is the Thin Client on the same side of the router as the DHCP server?
- Does the DHCP server have addresses to give out?
Cannot get IP address using Static IP menu
- Certain models like PXE boot ThinManager Compatible thin clients cannot use static IP.
- Static IP hasn't been set. Use the spacebar when the "Select any Key to Configure IP Settings" is displayed and set the client IP address
A Non-ThinManager Ready (PXE) Client Will Not Boot.
- PXE-E32: TFTP open timeout
- Using a standard DCHP server with boot options
- Verify that there is not a firewall preventing the client from downloading the boot file
- Verify option 67 is set to acpboot.bin
- Check that acpboot.bin is located in the ThinManager installation directory (default of %PROGRAMFILES%\Automation Control Products\ThinManager)
- PXE-E51: No DHCP or proxyDHCP offers were received
- Not using a standard DHCP server: check that there is not a firewall preventing the client to connect
- Make sure the client has a connection to the network with where the DHCP server resides
- PXE-E52: proxyDHCP offers were received. No DHCP offers were received.
- Verify that the standard DHCP server is functioning correctly
- Configure the ThinManager PXE Server to not use a standard DHCP server.
- PXE-E53: No boot filename received.
- Using a relay agent: verify that the relay agent is configured properly
- Using a standard DHCP server with boot options: verify that option 67 is set to acpboot.bin
- PXE-E55: ProxyDHCP service did not reply to request on port 4011
- Install the latest service pack for your version of ThinManager
- PXE-E61: Media test failure, check cable
- Make sure the client has a physical connection to the network
Cannot Load Firmware
Is Thin Client connecting to the ThinManager Server?
- Using DHCP
- Has Option 066 been set to the ThinManager Server IP Address?
- Is there a link light on the network port?
- Check router address, IP Addresses, and Subnet Mask
- Using Static IP
- Has the ThinManager Server IP Address been entered in the IP Configuration Menu?
- Check router address, IP Addresses, and Subnet Mask
Is the network blocked?
- ThinManager Ready thin client that communicate through routers, gateways, or firewalls may need some ports opened to allow data flow through these devices. See the Ports Page for a complete list of ports utilitized by ACP Products.
Loads firmware intermittently/slowly
- Check for IP conflicts
- Check cable connections
- Make sure ThinManager Server CPU usage is below 100%
Thin Client Loads Firmware but fails to load configuration
"Please Define on Server"
- Enter ThinManager and define the terminal.
"License Not Available"
- Check your license usage in ThinManager. You are out of an ACP-supplied License.
- The Installation ID may come from the motherboard serial number, the MAC address on the network cards, or the GUID from the operation system. Don't change or disable the network cards after licensing to prevent changing the Installation ID, which can affect the validity of the license.
"This Terminal Disabled"
- A ThinManager administrator has disabled this terminal. Re-enable it.
"Network Error - Check Network Connections"
- Check the network cable, link light, and network.
Was Disabled, but did not go on when re-enabled.
- Reboot the thin client.
Is WinTMC Loaded on ThinManager Server?
- Make sure that the WinTMC client is not installed on the ThinManager Server. The WinTMC client will try to open the 2031 port that ThinManager needs to communicate with thin clients, causing a port conflict. WinTMC is for PCs, not servers. Uninstall the WinTMC client if it is present.
Terminal Selection menu is shown, but keyboard does not work
- Check keyboard and reboot
- Use PS/2 splitter if the unit has only one PS/2 port
- Switch the mouse and the keyboard if plugged into a PS/2 splitter.
