Wyse P25 randomly resetting to factory defaults

This topic contains 9 replies, has 2 voices, and was last updated by  DangerBoy 1 year, 4 months ago.

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  • #42713

    DangerBoy
    Participant
    • Total Post: 12
    • Regular Joe
    • ★★

    We have close to 1700 Wyse P25 zero clients in our environment, we have an issue with the devices resetting back to factory defaults automatically and the profile has to be re-pushed.
    This happens once of twice a week and is never the same device and happens for no apparent reason.
    our environment consist of
    VMdesktop running on vsphere 5.5
    Imprivata OneSign 5.1

    We use the free Teradici console to setup our P25s
    P25 Firmware is 4.8

    Has anyone seen this happen to them or know what might be the cause ?

    #42714
    ConfGen
    ConfGen
    Keymaster
    • Total Post: 7790
    • Jedi Master
    • ★★★★★★★

    Can you connect to one of the client and check the logs?
    Is there any message like “Out of memory” in there?

    CG

    #42720

    DangerBoy
    Participant
    • Total Post: 12
    • Regular Joe
    • ★★

    The only logs I can get to are after the device has reset back to factory and not one prior to the this that would have any info of what caused the event to happen. no out of memory error in the logs.

    I can check others logs when this happens again.
    is there a way to save/view logs prior to when the device reset ?

    #42724
    ConfGen
    ConfGen
    Keymaster
    • Total Post: 7790
    • Jedi Master
    • ★★★★★★★

    There are logs in differnet places:

    PCoIP Zero Client Log Files
    1. Go to the PCoIP Zero Client IP address from a browser.
    2. Log in, and then from the Diagnostics menu, choose Event logs.
    3. Set the “event log filter mode” to verbose, click Apply, and then click
    View.
    4. Copy-paste the logs from the window to a text file.

    PCoIP Log Files in VMware View Location
    The PCoIP server files along with agent files, debug files for VMware, etc. can be
    found on your VM in the following folders depending upon the View Agent version:
    • View 4.0: C:\WINDOWS\Temp
    • View 4.0.1, 4.0.2, & 4.5 or newer (Win XP): C:\Documents and Settings\All
    Users\Application Data\VMware\VDM\logs
    • View 4.0.1, 4.0.2, & 4.5 or newer (Vista): C:\Users\All Users\Application
    Data\VMware\VDM\logs
    • View 4.0.1, 4.0.2 (Win 7): C:\ProgramData\VMware\VDM\logs
    • View 4.5 or newer (Win 7): C:\Users\All Users\VMware\VDM\logs

    CG

    #42728

    DangerBoy
    Participant
    • Total Post: 12
    • Regular Joe
    • ★★

    I will check these on the next device that has this issue.
    Thanks

    #42770

    DangerBoy
    Participant
    • Total Post: 12
    • Regular Joe
    • ★★

    Of all the tickets that have come in the last week I have only been able to get the logs from one P25.
    I have found the following in the logs were the device name is reverted back to its default

    0d,00:00:00.00> LVL:2 RC: 0 MGMT_SYS :*** RESET CAUSED BY: UI ***
    0d,00:00:00.00> LVL:2 RC: 0 MGMT_SYS :Previous Bootloader Build ID: r4_7@16301, Version: 1.9.0
    0d,00:00:00.00> LVL:2 RC: 0 MGMT_SYS :Previous Firmware Build ID: r4_8@17399, Version: 4.8.0
    0d,00:00:00.00> LVL:2 RC: 0 MGMT_SYS :*** Power management post reset state: standalone ***
    0d,00:00:00.00> LVL:1 RC: 0 USB :Registering EHCI HCD
    0d,00:00:00.00> LVL:2 RC: 0 PRI :tera_pri_client_set_tag: Old or MAC format. ssig_tag is set
    0d,00:00:00.00> LVL:2 RC: 0 PRI :(client_set_tag): Client Session ID: ‘ssig:00-80-64-E7-71-28’
    0d,00:00:00.00> LVL:2 RC: 0 MGMT_SYS :Boot-up complete
    0d,00:00:00.00> LVL:2 RC: 0 MGMT_SYS :Unique Identifier: 0A09211921061520EE9A008064E771285YIDOR04339
    0d,00:00:00.00> LVL:3 RC: 0 MGMT_SYS :TOP-LEVEL INITIALIZATION: PASSED!
    0d,00:00:00.00> LVL:2 RC: 0 MGMT_SYS :HDA is enabled
    0d,00:00:00.00> LVL:2 RC: 0 MGMT_SYS :PCoIP device name: pcoip-portal-008064e77128

    • This reply was modified 1 year, 7 months ago by  DangerBoy.
    #42780
    ConfGen
    ConfGen
    Keymaster
    • Total Post: 7790
    • Jedi Master
    • ★★★★★★★

    Are you using smartcards?
    There is also a Teradici KB article: 21135 – Configuring the transport type in Bria Virtualized Edition may cause the zero client to reset.

    CG

    #42785

    DangerBoy
    Participant
    • Total Post: 12
    • Regular Joe
    • ★★

    We do use a PcProx plus waveid with our Impravata SSO.

    We do not use Bria Virtualized Edition.

    #42788
    ConfGen
    ConfGen
    Keymaster
    • Total Post: 7790
    • Jedi Master
    • ★★★★★★★

    From the 4.8 firmware release notes

    13357 – During smart card authentication, the zero client may reset if the smart card reader is disconnected after entering the correct PIN

    Maybe this is related to your issue.

    CG

    #43077

    DangerBoy
    Participant
    • Total Post: 12
    • Regular Joe
    • ★★

    Well I’ve tested this theory and I am unable to replicate the issue by disconnecting the smart card reader.

    I have also stood up a Management console 2.1 and upgraded a few devices to FW 5.1 and I had one occurrence of this issue on one of these devices.

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