Technical white paper HP Device Manager 4.6 WES Imaging Troubleshooting Guide Table of contents Overview... 2 Error codes and error messages... 2 Troubleshooting steps... 2 Connectivity and network... 2 Credentials... 2 Permissions... 2 File name and disk space... 3 Other troubleshooting steps... 3 Next steps... 3 Appendix A: Verify the Shared Folder settings by the command line... 4 Appendix B: Imaging support matrix... 5 Appendix C: Debugging the network connection with WinPE... 6 Creating a USB flash drive for debugging... 6 Installing NIC drivers and debugging... 6 For more information... 10
Overview The purpose of this document is to demonstrate how to troubleshoot issues that might occur while attempting imaging tasks on Windows Embedded Standard (WES) thin clients using HP Device Manger (HPDM). These imaging tasks include both capturing and deploying images to and from HP thin clients running WES 2009, WES 7 7E 7P and WES8. There are two modes for WES Imaging: cached mode and non-cached mode. In cached mode, the image file is transferred to the device before deployment or captured entirely on the device and then transferred after the image file is created. For non-cached mode, the Shared Folder (SMB/CIFS) Protocol settings configuration is required and the capture or deployment is done from this shared folder. This document focuses mostly on troubleshooting WES Imaging with non-cached mode. For WES Imaging, most issues are caused by either incorrect Shared Folder settings or problems with the network environment. For more information on how to configure the Shared Folder Protocol, see the white paper Repository Management in HP Device Manager. This document also includes information on how to verify the Shared Folder settings. See Appendix A: Verify the Shared Folder settings by the command line. NOTE: An image that is captured by HPDM is a file-based image, and its filename extension is.ibr. The image format is the same as.wim, only the extension is different. Error codes and error messages HPDM now has an enhanced error-handling mechanism. The error code and detail error message is recorded in the task log. If an imaging task fails, you can open the task log of the task, in the HPDM Console to view the detailed error information. Troubleshooting steps Connectivity and network Verify that the devices on the network can connect to the Shared Folder. Verify that communications are allowed through the firewall for the following ports: 137: NetBIOS Name Service 138: NetBIOS Datagram Service 139: NetBIOS Session Service 445: Microsoft Directory Services Verify that the thin client is not connecting via a wireless network. If the thin client cannot connect using a wired network, consider using the cached mode. HPDM does not support capture or deploy image tasks with non-cached mode imaging from or to a device connected to a wireless network. Verify that the thin client is not connecting to a wired network that requires an authentication such as 802.1. The Windows PE boot environment used to image a thin client does not support this authentication. Consider using the cached mode. See Appendix C: Debugging the network connection with WinPE to debug the network connection of the Windows PE boot environment. Credentials Verify that the username and password are correctly configured for the repository. If you created a new Windows user account for the Shared Folder and FTP access, verify that the option that forces a password change on the next logon is not selected. It is also a good idea to make sure that the password for this account does not expire. If using Domain credentials for access to the Shared Folder, verify that the repository is configured to provide the domain information with the user name (for example, Domain\User). Even if the thin client is configured to be a member of the domain, the Windows PE boot mode is not. It is important that both credentials are configured for the repository. Permissions Verify that the account has read and write permissions on the Shared Folder. Use explorer.exe to access the Shared Folder and verify that you can copy a file to and from it with the configured credentials, or see Appendix A: Verify the Shared Folder settings by the command line. 2
File name and disk space If the image file name includes special characters (such as &,, and ^), it might cause issues. Select a new file name for the image that does not include special characters and try again. HP recommends that the file name contain only ASCII alphabet, numerical, underscore (_), and hyphen (-) characters. HPDM does not support non-english characters in the image file name. If the progress bar is displayed on the thin client while capturing, but the capture task fails, verify that there is sufficient free space on the Master Repository. A WES 7E/7P image requires at least 3 GB of free disk space; and a WES 2009 image requires at least 1 GB. More space might be required depending on the actual space used on the thin client. Also, images can only be captured to the Master Repository. If multiple child repositories are configured, verify that there is sufficient free space on all child repositories to hold the image file to be deployed. During image deployment, the image file is copied on-demand to the mapped repository for the target thin client. If there is not enough space on the child repository, the deploy image task fails. Verify that there is sufficient free space on the thin client. At least 300 MB of free space is required on the thin client to support the backup and restore of device specific details. Other troubleshooting steps If a capture image task appears to complete successfully, but the task template for deployment shows a Failed status, if might be caused by the Master Repository Controller path being configured incorrectly. This might show as Can't get MD5 value. in the Master Repository controller log. This log file can typically be found as follows: C:\Program Files\Hewlett-Packard\HP Device Manager\MasterRepositoryController\log\MasterRepositoryController.log If this is the problem, open the Master Repository Controller configuration file typically located as follows: C:\Program Files\Hewlett-Packard\HP Device Manager\MasterRepositoryController\Controller.conf In Notepad, edit to ensure that the value for ReposPath matches the path on the local system where the Master Repository files are located. This value is set during the installation, but it is possible that the Master Repository was configured to a different location from the HPDM Console. If this path needs to be changed, save the changes and restart the HPDM Master Repository Controller from the Services Control Panel applet. Next steps If the previous steps do not resolve your imaging issues, contact HP Support and be prepared to provide the following information: Log files on the thin client side 1. c:\windows\xpeagent\agent.log 2. c:\windows\xpeagent\child.log 3. c:\windows\xpeagent\ ImagingProgress.log Hardware platform Memory size Flash size Imaging version OS language: Network environment: wireless or wired Domain information 3
Appendix A: Verify the Shared Folder settings by the command line HP recommends that you verify the Shared Folder settings on the thin client and use the command line instead of Internet Explorer. These steps can be performed through a working shadow session to the thin client. 1. Open a command dialog. 2. Execute the following command: net use \\RepositoryDeviceIP\Sharefoldername password /User:UserName Note: Replace the example Shared Folder path and credentials with those of your Shared Folder Repository. Figure 1. Net use command If the connection is OK, it returns The command completed successfully. Otherwise, the Shared Folder settings have a problem. 3. Verify the write permission by copying a local file to the Shared Folder. Figure 2. Copying a file to Shared Folder 4. Verify the read permission by copying a remote file from the Shared Folder to a local file. Figure 3. Copying a file from Shared Folder 4
Appendix B: Imaging support matrix The following is the matrix for which operating systems and HP thin clients are supported for each imaging task template (x means supported): OS / model _Capture Image (File-based 1 ) _Capture Image (Disk-based) _Deploy Image (File-based 1 ) _Deploy Image (Disk-based) _PE Imaging 2 WES 8 t610 WES 7 3 t820, t620, t610, t510, t505, t5740e, t5570e, 6360t, mt41, mt40, 4320t WES 2009 t610, t510, t505, t5740, t5570, gt7720 WES 2009 4 6360t, t5400, 4320t Windows Pe t5740, t5730, t5630 HP ThinPro 4 t620, t610, t510, t505, t5745, t5565 HP ThinPro 3 (x86) t5745, t5735, t5565, t5545, t5145, gt7725 HP ThinPro 3 (ARM) t5325 6 HP Smart Zero Core (x86) t620, t610, t510, t5565z HP Smart Zero Core (ARM) t410, t5335z Windows Embedded CE 6.0 t510, t5550, t5540, t5530 5 1 File-Based Imaging is a new imaging method introduced for WES 7 and WES 2009 in HPDM 4.4.3. The original imaging method in HPDM 4.4.2 and previous versions is Disk-Based Imaging (dd method). 2 Full image version checking is not available for PE Imaging (for example, Pe version 5.1.502 is compatible with BIOS version 786A1 but not with another BIOS version). 3 Drivers will be missing when deploying a WES 7 image captured from a different HP thin client. For example, an image captured from a t610 will not work if deployed to a t5570e. 4 The PE imaging task is not supported on mobile thin clients (such as th 6360t) because boot order change tools are unavailable. It is also not supported on the t5400. 5 PE imaging does not work with the default HPDM Agent in an HP ThinPro 3 image due to some folder name changes. Please update the HPDM Agent to the latest version (equal to or newer than 3.9.3665.4266) or the one in this release before attempting PE imaging. 6 The PE imaging task is not supported for the t5325 because ARM does not support PE boot. 5
Appendix C: Debugging the network connection with WinPE Creating a USB flash drive for debugging If you have a USB flash drive created using the following procedure, you can skip this section and go to next section. 1. Create a Thinstate USB flash drive using the Thinstate Capture tool. 2. Open the USB flash drive, and then find out the file explorer.ini located in the directory sources. 3. Find the string cmd.exe /K \IBRPE\THINSTATE.CMD in the last line of the file, and then change this line to cmd.exe and save it. 4. Copy the NIC drivers to this USB flash drive. Use the proper NIC drivers for your thin client. If you don t know how to get the drivers, contact HP Support. 5. Now, the USB flash drive for debugging is ready. Installing NIC drivers and debugging 1. Insert the USB flash drive you created into the thin client and restart the device. The device starts to WinPE and a command window opens. 6
2. Run the command wpeinit to initialize the WinPE environment. 3. You can check the network with the ipconfig command before installing the NIC drivers. This command determines whether there is any network information. 7
4. Switch the current directory to the NIC drivers directory with the cd command. For example, suppose you copied the drivers to a USB flash drive and named the folder HP Drivers Network Broadcom NetLink Gigabit Ethernet - v15.x_t610,510,5570e,5740e. You would switch to this directory. 5. Install the network drivers with the drvload command. The detailed command is as follows: drvload INF_FILE_NAME.inf For example, if the inf file of the attached drivers is k57nd60x.inf, enter drvload k57nd60x.inf. 8
6. If the NIC drivers installed successfully, the message DrvLoad: Successfully loaded xxxx.inf appears. 7. After you install the NIC drivers successfully, you can verify the network connection with the ipconfig command. If the network connection is successful, the correct IP information is displayed on the screen. If you do not see the IP information, wait two minutes or more and then run ipconfig again. 8. After the correct IP information is displayed, you can debug the connection to Shared Folder. For information on the Shared Folder settings, see Appendix A: Verify the Shared Folder settings by the command line. 9
For more information To read more about HP Device Manager, go to http://www.hp.com/go/hpdm. Sign up for updates hp.com/go/getupdated Copyright 2014 Hewlett-Packard Development Company, L.P. Microsoft and Windows are U.S. registered trademarks of the Microsoft group of companies. Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. The information contained herein is subject to change without notice. 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. HP shall not be liable for technical or editorial errors or omissions contained herein. First Edition: April 2014