Dell Wyse ThinOS Version 8.5 Administrator’s Guide

Using the troubleshooting options

1. From the desktop menu, click Troubleshooting.
   The Troubleshooting dialog box is displayed.

   

2. Click the General tab, and use the following guidelines:
   • Click either USB or File Server to select your target device you want to use for CMOS management.
   • Extract CMOS—Click this option to extract the CMOS settings to the USB Key or file server based on your target device selection.
   • Restore CMOS—Click this option to write the CMOS settings from the USB Key to the target thin client.
   • Performance Monitor—Click this option to display your thin client CPU, Memory, and Networking information. The graphs display on top of all windows.
   • Force Coredump—Use this option to forcibly generate the debug information for technical investigation when your system is not responding. Both the coredump file and the trap information image are saved to the local drive. After you restart the thin client, both the coredump file and trap issue screenshot file are uploaded to the /wnos/troubleshoot/ directory of the file server or a USB drive.
   • Export Shadow Tmp—Use this option to export temporary logs for debugging purpose. The log files can be exported to a USB drive or file server depending on the target configuration.
   • Export Screenshot—Use this option to export screenshots to the file server or a USB drive. The exported file name is added with build information for a better troubleshooting. If a screenshot is present in the clipboard, then it is exported to the target location. If the screenshot is not available, then the full screen is copied automatically and exported to the target location.
   • Export INI files—Use this option to export the global INI file (wnos.ini or xen.ini), wdm.ini, ccm.ini, mac.ini or other machine based INI file to the file server or a USB drive. Only username.ini file cannot be exported.
3. Click the Trace tab to configure the trace actions and delay on trace. The available options for trace action are None, Capture, and Playback.

   

4. Click the Capture tab to configure the Export Event Log, Network Capture to USB, Wireless Capture to USB, and capture USB packets.

   

   If you want to enable the error messages, use the following guidelines:

   • Click either One-time or Persistent option to enable logging the unexpected error message.
   • Turn off logging and then check the log file under the folder ftp:/wnos/trouble_shoot.
   • Be sure to enable the Enable Trace option of the Privilege parameter in a wnos.ini file. For more information, see Dell Wyse ThinOS INI Guide.
   • Use the Network capture to USB option to enable the capture of network information, that is, a network trace of all traffic coming in and out of the thin client to a USB drive that is inserted into the thin client.

     After you log in and use the XenDesktop server or network, you will see a /wnos/troubleshoot/[Terminal Name]_[ENET or WS].[Date_Time].pcap file in the USB drive which you can analyze using software such as a packet analyzer used for network troubleshooting, and analysis.

     For example, for Ethernet, the file name is yx008064b2bfd7_ENET.20150415_064455.pcap. For wireless, the file name is yx008064b2bfd7_WS.20150415_064455.pcap.

   NOTE:Ensure that you have inserted the USB drive into the thin client before selecting the Network capture to USB option. The Network capture to USB option is automatically cleared, if there is no USB drive inserted and you exit the dialog box, or after restarting the thin client; if needed, you must select the option again.
5. Click the Ping tab, and use the following guidelines to execute the ping diagnostic utility and display response messages:

   

   • Enter Hostname or IP—Enter the IP address, DNS-registered host name, or WINS-registered host name of the target to be pinged.
   • Data area—Displays ping response messages. The ping command sends one echo request per second, calculates round trip times and packet loss statistics, and displays a brief summary upon completing the calculation.
   • Start—Executes the ping command. If the host is operational and on the network, it responds to the echo request. By default, echo requests are sent until interrupted by clicking Stop.
   • Stop—Terminates the ping request and leaves the Ping dialog box open, so you can read the summary posted in the data area.
   NOTE:

   Ping sends an echo request to a network host. The host parameter is either a valid host name or an IP address. If the host is operational and on the network, it responds to the echo request. Ping sends one echo request per second and calculates round trip times and packet loss statistics. It displays a brief summary upon completion of the calculation.

   The ping utility can be used to:

   • Determine the status of the network and various foreign hosts.
   • Track and isolate hardware and software problems.
   • Test, measure, and manage networks.
   • Determine the IP address of a host if only the host name is known.
   NOTE:Not all network equipment will respond to ping packets, as this is a common mechanism used in denial-of-service attacks. Lack of response does not necessarily indicate that the target of the ping is unusable for other purposes.
6. Click the Trace Route tab to execute the tracert diagnostic utility and display response messages. Use the following guidelines:
   

   • Enter Hostname or IP — Enter the IP address, DNS-registered host name, or WINS-registered host name of the target to be traced.
   • Data area—Displays round-trip response time and identifying information for each device in the path.
   • Start—Executes the tracert command.
   • Stop—Terminates the tracert command and leaves the Trace Route dialog box open, so that you can read the information posted in the data area.

   The tracert utility traces the path from your thin client to a network host. The host parameter is either a valid host name or an IP address. The tracert utility sends out a packet of information three times to each device (routers and computers) in the path and displays the round trip response times and identifying information in the message box.

7. Click OK to save the settings.