Dell Wyse ThinOS 9.1.3129, 9.1.3112, 9.1.2101, and 9.1.1131 Administrator’s Guide

Upgrade or conversion troubleshooting and logs

Upgrade using Merlin image—individual user

After a successful upgrade process, if there is no Wyse Management Suite, the system reboots to ThinOS 9.x OOBE screen.

Wyse Management Suite deployment

Refer Migration Guide or the Administrator's Guide of Wyse Management Suite 3.1 or later.
Upgrade Wyse Management Suite version to 3.1 or later versions.
At this stage the client is still running ThinOS 8.6.
Wyse Management Suite admin user configures two sets of policies—one for ThinOS 8.6 and the other for ThinOS 9.x.
For example, upload the ThinOS 9.1 conversion image to ThinOS 8.6 policy and upload ThinOS application packages to ThinOS 9.x policy. At this stage the client is still running ThinOS 8.6
Push the conversion image from ThinOS 8.6 policy.
At this stage, the client updates from ThinOS 8.6 to 9.1 and starts reading the policy.
To finish the upgrade process, update ThinOS application package from ThinOS 9.x policy.

Wyse Management Suite admin-How to verify whether correct images or PKG files are uploaded?

Check the Wyse Management Suite uploading progress indicator and completion message.
Verify whether the uploaded files are showing up in the Wyse Management Suite image or PKG dropdown.

How to verify a download or installation are in progress?

There is no progress bar or success message from Wyse Management Suite.
After successful completion, the managed group and unit version information is updated in Wyse Management Suite.
On ThinOS 8.6, initially there are messages in the event log. After retrieving the image, the installation starts similar to ThinOS 8.6, followed by a system reboot, and the installation continues in ThinOS 9.1. After the installation, the system reboots to ThinOS 9.1.

How to verify whether the image installation is completed successfully?

After the last auto reboot, the thin client boots up to the Wyse Management Suite configuration from group 9.x policy.
Verify the success info and system info in the unit system information or package information.

How to recover during a failure?

If there is a failure message stating Upgrade break cannot boot up, use USB recovery.
If there is a wrong image or PKG, and the device shows wrong screen or info, use USB recovery.

How to verify whether the thin client is working properly?

Go to System information > Event Log and see if the system info or PKG versions are correct.

If any unexpected issues occur before VDI logon, collect the following data:

General troubleshooting
- General > Export system setting
- General > Export Screenshot
- General > Export logs
Network troubleshooting
- Capture > Capture Network Packets
- Capture > Capture Wireless Packets
Peripherals troubleshooting
- Capture > Capture USB Packets

Logs to capture during VDI logon failure

If you face VDI or cloud sign-on failure, go to Capture > HTTP log and collect the data for analysis.

Logs to capture when session failure after launch

After you signed on VDI or cloud, if the remote desktop connection failed to launch or failed after launch, go to General > Export logs and collect the data for analysis.

Important information

The System configuration export is encrypted with a password and the administrator is prompted to provide password protection upon using this option.
Administrator must manage the enablement of the export options on the thin client. It is recommended to not enable export options to all users.

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