Frequently Asked Questions

My system will not turn on


If your system will not start, check the following:

System:

  • If the power button is pressed, does the system turn on?

Power Supply:

  • Does the power supply light come on?
  • Is there a loud hissing sound coming from the power supply?
    if Yes, the power supply may need to be replaced.
  • Check power cable connection to the AC adapter
  • Check DC connection to the thin client
  • Does the power supply work with another Thinlabs system?
  • Does the power supply work on another electrical outlet?
  • Does the system work with a different Thinlabs-approved power supply?
    [NOTE: Using non Thinlabs-approved power supplies with Thinlabs system voids all warranties].
  • Does the power supply connector fit snugly into the DC-In Port of the motherboard?

PoE:

  • Is a Thinlabs-approved PoE switch being used?
  • Is the PoE switch powered on and configured correctly?
  • Is the port on the PoE switch to which the system is connected working?
  • Is the CAT5e/CAT6 network cable from the PoE switch to the PoE-In port working?
  • Has sufficient time been given for the system to boot (systems with PoE BIOS may take up to 30 seconds to display a welcome screen as there is low-level negotiation between the PoE switch and system)?

PoE Injector:

  • Is the power cord properly connected to the Injector, and the power light from the injector on?
  • Is there a network cable connected from the "OUT" port of the injector to the "IN" port of the system's PoE splitter?
  • Is a network cable connected to the "IN" port of the injector?

External PoE Splitter:

  • Is there power from the PoE splitter to the motherboard power port?
  • Is the PoE working on another system?

Battery:

  • Is the battery charged?  If yes, the battery may need resetting.  See this FAQ.
  • Is the proper charger being used to charge the battery?
  • ONLY connect the charger to the battery - DO NOT directly connect the battery charger to the system as the motherboard will be overloaded and short out, voiding the warranty.
  • Is the battery properly connected to the system?  
    See the FAQ on Battery support for more information.
  • Is the battery cable in good condition?

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What is your support policy when using a Proprietary (OEM) Operating System?

THINLABS WARRANTY AND SUPPORT IS LIMITED TO MANUFACTURING AND HARDWARE DEFECTS ONLY. Review our on-line support options, including our FAQs and Downloads first.

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If OEM Software does not complete a successful boot process:

  • NOTE: It is the responsibility of OEM support personnel to provide recovery media and instructions to end users.
  • Thinlabs can offer this service for OEM customers with a valid support contract.
  • After the initial system BIOS post, if OEM software (regardless of operating system) either (1) fails to load completely or (2) continuously reboots, try reloading the operating system.

OEM Software Touch screen problems:

  • When using a proprietary OS, verify that X and Y coordinates are not hard-coded so that the touch screen calibration utility can properly detect and set coordinates.  If coordinates have been hard-coded, update settings in the software as required for the specific unit.
  • If, after trying the above to remedy any issues, the thin client is still not working, please request an RMA for further support.

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Thinlabs reserves the right to charge standard out-of-warranty service fees when:

  • units returned fail to exhibit any problems as reported;
  • problems resolved are not manufacturing and hardware related; or
  • any problems with the thin client could have been remedied utilizing the available on-line support options provided.

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My DOM / Solid State Drive is not detected

Does the system power up?

  • If No, then the system is defective - request an RMA for replacement.
  • If Yes, enter BIOS at bootup and see if the device is detected.
    If the device is not detected, request an RMA for replacement.

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My Windows 8.1 System does not boot properly


Verify the boot option settings are correct in the BIOS (TL23, TL24, TL85, TL86 models).

  • Press DEL to enter BIOS.
  • At the Save & Exit menu,
    select Load Optimized Defaults
  • At the Boot menu,
    under Boot Option #1,
    select Windows Boot Manager (P1: [device name])
  • Press F4 and select Yes to Save & Exit Setup.

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How do I enter / exit BIOS on my Dualcore system?


Press 'F2' to enter BIOS and 'F10' to exit BIOS on Thinlabs Dualcore-based systems (TL2100, TL2200, TL6000, TL7400, TL8300, TL8400 models).

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How do I enter / exit BIOS on my Quadcore all-in-one system?


Press 'DEL' to enter BIOS and 'F4' to exit BIOS on TL2300, TL2420, TL2440, TL8500, TL8600, TL8620 models.

Press 'DEL' to enter BIOS and 'F10' to exit BIOS on TL2530, TL2640, TL8510, TL8610 models.

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No Operating System is loading up

Is the storage device detected?  Start up the system and go into BIOS.  Check the Boot menu to see if the proper disk is detected.

  • If No, then the disk is defective - request an RMA for replacement.
  • If Yes, then exit BIOS, and at the GRUB menu, check to ensure the proper OS is being loaded.  If the OS quits while loading, contact your company's support team for instructions on how to reimage your system

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