ORION


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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Thinlabs systems have two default user accounts (user / password),
Administrator / Administrator and User / User, respectively.

Change default passwords prior to deploying systems in the field.

Devices are set to auto-logon to the local User session by default.
If you change the password or create another user, you can set the units to autologon by:

On WES 7 (W7e):

  • From the Start menu search box, search forcmd
  • Right click on cmd.exe and select "Run as Administrator"
  • Type the cmd "control userpasswords2" and press <Enter>.
  • The "User Accounts" applet should open.
  • Uncheck the box "Users must enter a username and password to use this computer" and click <Apply>.
  • When prompted, enter the credentials for the user session that requires to auto logon when unit boots.
  • Commit changes to the EWF using EWF Manager.
    You can also change the autologon setting remotely using Thinlabs Device Manager)
On WES 2009 (XPe):
  • Start Menu | Setup Panel | Utilities | TweakUI
  • Scroll down the menu list on the left, select Auto Logon, and set new login credentials.
  • Commit changes to the EWF using EWF Manager
    (you can also change autologon settings remotely using Thinlabs Device Manager)

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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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General:

  • Check the internet connection to ensure it it functioning.
  • If attempting to access a specific website via the Internet, check to see if another website can be accessed through the internet browser.
  • If attempting to PING another IP address on the network, check to see whether that IP address can be accessed from another client.
  • Check the switch or router to ensure it is working - check the network ports to ensure they are working.
  • If network access is controlled by a central MAC address database, ensure that the correct MAC address of the device in question is included in the database.
  • If there has been a recent power outage, check whether devices (servers, switches, routers etc) have been probably reset or turned on.

Hard wired Ethernet connections:

  • If using Static IP:  ensure that there are no duplicate IPs on the network.
  • If using DHCP:  check the network port by connecting a portable notebook computer at the same network jack, or;
  • Check the system at another station to ensure it is not a network port problem.
  • Check the CAT5e / CAT6 network cable.
  • If using PoE:
    • Make sure the network cables are firmly connected from the PoE switch to the internal PoE splitter and/or PoE injector.
    • Make sure the network patch cable is firmly connected on the computer from the POE Out port of the internal PoE splitter to the LAN port of the motherboard.
    • Check that overall power capacity of the PoE switch has not been met.
    • If using a POE switch, confirm that the port is properly configured to deliver sufficient power to the system.
    • If using a POE injector, confirm all cables are properly connected, and that the injector can deliver sufficient power to the system.

Wireless connections:

  • Check to see if external wireless antenna is connected and threaded properly into the connector.
  • Try swapping an antenna from a working device.
  • Check that the wireless access point is online and accessible through other wireless clients.
  • Ensure that the correct SSID / Passphrase is entered in the wireless settings on the thin client.
  • If using a Windows 7 device:
    • Verify or update wireless configuration on the client
    • Commit changes to the system using XPe's Enhanced Write Filter Manager (EWF) and reboot the system.

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Registered Thinlabs users can check the status of a product by Serial Number or Sales Order Number
on our Warranty Lookup page.

Select either Serial Number or Sales Order Number.
Enter the corresponding information and click Lookup.

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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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To find the MAC ID / Address of a system, either:

  • Locate the MAC ID label on the back plastics of the system.
    • On integrated thin clients, the MAC ID label is located on the back, below the power input jack.
    • On thin client computers, the MAC ID label is located on the back of the system, below the certification label.

  • In MS Windows, from a command prompt, type:
    ipconfig -all

    Under the settings of the active network adapter, look for the Physical Address.
    The MAC address will be in the format
    XX-XX-XX-XX-XX-XX.

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Any changes made to the system must be committed using the corresponding Write Filter Manager prior to reboot.

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Thinlabs systems have two default user accounts (user / password),
Administrator / Administrator and User / User, respectively.

Devices by default automatically log onto the User account.

VNC Password: Admin

It is essential to change default passwords immediately to keep your IT environment secure.

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SNs affected: Windows Embedded Devices

To run CHKDSK utility, EWF Manager must be set to Disabled.
If your system is set to Enabled, the system will not save changes made by the CHKDSK utility.

  • During the Windows boot process, press a key to cancel CHKDSK when prompted.
  • Open EWF Manager, select Disable EWF and reboot.
  • Allow CHKDSK to run - the system will automatically reboot.
  • Log on with Administrator-level privileges.
  • Press the Start button and type CMD in the Search bar.
  • Right-click CMD.EXE and choose Run As Administrator.
  • Type:
      chkntfs /x c: d:
      [press ENTER].
  • Close the command prompt.
  • Open EWF Manager, select Enable EWF and reboot.

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