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Sun Ray Web Diagnostics

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Step 01

Question: What is the state of the power LED ?

Answer: Off (Step 02)
Answer: Yellow/Orange (Step 03)
Answer: Green (Step 04)
Answer: Blinking (Step 05)

Step 02

Solution: If you have tried replacing the power cable and have tested the unit on a different power socket and the unit still doesn't work, request a new power cable.

Notes:

Check to see that power is getting to the unit, which you would check by:

Replace power cord with a cable that is known to be good
Check the power distribution socket works on another device

Step 03

Solution: If the LED stays yellow (orange) the unit should be replaced.

Step 04

Question: What On Screen Display (OSD) icon do you see ?

Answer: Hourglass with 1 dash (Step 06)
Answer: Hourglass with 2 dashes (Step 07)
Answer: Hourglass with 3 dashes (Step 08)
Answer: Appliance Failure (during boot process) (Step 40)
Answer: No Ethernet/Link Down (after boot process) (Step 41)
Answer: Lost server connection (after boot process) (Step 42)
Answer: Firmware Download (during boot process) Firmware Flash Update (during boot process) These two icons are looping (Step 47)
Answer: Unit cannot read smart card (Step 49)
Answer: None of the above (Step 09)

Step 05

Solution: Check the contents of the /tftpboot directory.

Notes:

Ensure that there are firmware images in this directory and that all files and the /tftpboot directory have fairly open permissions, i.e.:


Octal Format
  755

Standard Format
  rwx (user)
  r-x (group)
  r-x (other)

An example listing is given below:

drwxr-xr-x   2 root     other        512 Jul 10 15:54 .
drwxr-xr-x  40 root     root        1024 Jul 10 15:51 ..
lrwxrwxrwx   1 root     other         46 Jul 10 15:54 CoronaP0 -> CoronaP0-1.0_11_108303-08,REV=2000.06.26.12.11
-rwxr-xr-x   1 root     sys       189163 Jul 13  1999 CoronaP0-1.0_11,REV=1999.07.13.08.49
-rwxr-xr-x   1 root     sys       192842 Jul  3 17:55 CoronaP0-1.0_11_108303-08,REV=2000.06.26.12.11
lrwxrwxrwx   1 root     other         46 Jul 10 15:54 CoronaP1 -> CoronaP1-1.0_11_108303-08,REV=2000.06.26.12.11
-rwxr-xr-x   1 root     sys       190760 Jul 13  1999 CoronaP1-1.0_11,REV=1999.07.13.08.49
-rwxr-xr-x   1 root     sys       194776 Jul  3 17:55 CoronaP1-1.0_11_108303-08,REV=2000.06.26.12.11
-rwxr-xr-x   1 root     sys       194670 Jul  3 17:55 CoronaP1-VGA1.0_11_108303-08,REV=2000.06.26.12.11

If the files are missing, you need to restore from a backup that you know contains a good copy of the missing files.

If you still have problems after correcting the permissions/restoring any missing files then you need to talk to your Reseller or Solution Center.

Step 06

Question: Is the ethernet switch doing auto-negotiation ?

Answer: Yes (Step 10)
Answer: No (Step 11)
Answer: I don't know (Step 48)

Notes:

The SunRay environment (server, ethernet switch, appliances and interconnect fabric) expects dedicated and private bandwidth at 100Mbps to operate correctly, where the desktop appliance auto negotiates the speed with the ethernet switch to achieve 100Mbps in full duplex mode. Due to it's stateless nature, the desktop appliance cannot be programmed with a speed/state and has to auto negotiate. Therefore the ethernet switch must be capable of doing the same.

To verify that your SunRay Information Appliance is running at the correct speed of 100Mbps full duplex, you can simultaneously depress the 3 audio keys at the top right hand side of the keyboard. This will produce an OSD icon informing you of:

the last 3 fields of the unit's MAC address
the speed of the connection (10 or 100 Mbps)
the duplex mode (F for full duplex or H for half duplex)

In order to see all this information you must be running SunRay Enterprise Server Software version 1.1 or apply patch 108303-08 (or higher) to version 1.0 and power cycle the appliance.

If the OSD icon does not display 100F then you should investigate the settings on the ethernet switch to enable 100Mbps, full duplex mode and auto negotiation. You may also need to check the cables connecting the appliances to the switch, to ensure they are CAT-5 certified and capable of allowing a 100Mbps connection.

If you do not administer the switch, please consult with your Network Administrator for further assistance.

Step 07

Question: Is the DHCP daemon (in.dhcpd) running ?

Answer: Yes (Step 12)
Answer: No (Step 13)

Notes:

Access the SunRay server from another terminal and use this command (as the user root) to check if the daemon is running:

# ps -ef | grep in.dhcpd

Step 08

Question: Is the utsessiond process running ?

Answer: Yes (Step 14)
Answer: No (Step 15)

Notes:

Access the SunRay server from another terminal and use this command (as the user root) to check if the process is running:

# ps -ef | grep utsessiond

Step 09

Question: What can you see on the screen ?

Answer: Black screen and green newt cursor (Step 30)
Answer: dtlogin screen (Step 31)

Step 10

Question: Does the ethernet switch run at 100Mbs ?

Answer: Yes (Step 16)
Answer: No (Step 17)

Notes:

To check this consult the manual that came when you purchased the switch or talk to your network administrator. Some switches show a different colour for the port LED, depending upon whether it is running at 10Mbs or 100Mbs but again check the manual.

the last 3 fields of the unit's MAC address
the speed of the connection (10 or 100 Mbps)
the duplex mode (F for full duplex or H for half duplex)

In order to see all this information you must be running SunRay Enterprise Server Software version 1.1 or apply patch 108303-08 (or higher) to version 1.0 and power cycle the appliance.

If you do not administer the switch, please consult with your Network Administrator for further assistance.

Step 11

Solution: Install a switch that does auto-negotiation and try again.

Step 12

Question: What was the command used to configure dhcpd ?

Answer: utadm (Step 18)
Answer: dhtadm (Step 19)
Answer: Manual configuration (Step 20)
Answer: I don't know (Step 21)

Step 13

Solution: Start the in.dhcpd daemon and try again.

Notes:

Access the SunRay server from another terminal and use this command (as the user root) to check if the daemon is running:

# ps -ef | grep in.dhcpd

If it is not, use this command to start it:

# /etc/init.d/dhcp start

Now check again to see if it is running.

If the daemon has failed to start after manual intervention you may need to call your Reseller/Solution Center for further assistance.

Step 14

Question: Is the utauthd process running ?

Answer: Yes (Step 22)
Answer: No (Step 23)

Notes:

Access the SunRay server from another terminal and use this command (as the user root) to check if the process is running:

# ps -ef | grep jre | grep -i ut

Step 15

Solution: Start the utsessiond process and try again.

Notes:

Access the SunRay server from another terminal and use this command (as the user root) to check the utsession daemon:

# ps -ef | grep utsessiond

If the daemon is not running, then use this command to start it:

# /etc/init.d/utsvc stop
# /etc/init.d/utsvc start

Bear in mind, using utsvc stop|start will affect every SunRay Information Appliance attached to the Interconnect Fabric. You will want to inform your users before running this command as it will halt any active sessions!

Now check again to see if it is running.

If the daemon has failed to start after manual intervention you may need to call your Reseller/Solution Center for further assistance.

Step 16

Question: Is the switch running in full duplex mode ?

Answer: Yes (Step 24)
Answer: No (Step 25)

Notes:

To check this consult the manual that came when you purchased the switch or talk to your network administrator.

There is a high likelyhood of perceived performance problems (slow screen updates) if the switch runs in half duplex mode. Therefore you must check the manual.

the last 3 fields of the unit's MAC address
the speed of the connection (10 or 100 Mbps)
the duplex mode (F for full duplex or H for half duplex)

In order to see all this information you must be running SunRay Enterprise Server Software version 1.1 or apply patch 108303-08 (or higher) to version 1.0 and power cycle the appliance.

If you do not administer the switch, please consult with your Network Administrator for further assistance.

Step 17

Solution: Install a switch that runs at 100Mbs and try again.

Step 18

Question: Can you resolve hostname to IP Address and vice versa ?

Answer: Yes (Step 26)
Answer: No (Step 27)

Notes:

Hostname/IP address resolution depends upon your nameservice. Usually this will be DNS so you may access the SunRay server from another terminal and use the command:

$ nslookup        (to obtain the IP address)

$ nslookup       (to obtain the hostname)

[Substitute for the hostname you really want to resolve and for the real IP address of the machine you want to resolve]

If you use another name service, like NIS+ or NIS you may want to check your hosts exist in this name service using the command:

$ niscat hosts.org_dir          (NIS+)
$ ypcat hosts                   (NIS)

Then check the output from either command to ensure the host appears in the relevant table.

If in doubt you may need to call your Reseller/Solution Center for further assistance.

Step 19

Solution: Configuring dhcpd via dhtadm is not recommended.

Try usind utadm instead.

Notes:

To do this access the SunRay server from another terminal and use the command:

# /opt/SUNWut/sbin/utadm -a

(where interface could be hme1 gem0 qfe1 ....)

Please consult your installation and admin manuals for advice on using utadm, or see the man page utadm(1M).

Any other way of configuring DHCP is not recommended and you are highly advised to use utadm to do this work for you, as it sets up a number of things to enable the Interconnect.

Step 20

Solution: Manual configuration of dhcpd is not supported.

Use utadm and try again.

Notes:

To do this access the SunRay server from another terminal and use the command:

# /opt/SUNWut/sbin/utadm -a

(where interface could be hme1 gem0 qfe1 ....)

Please consult your installation and admin manuals for advice on using utadm, or see the man page utadm(1M).

Any other way of configuring DHCP is not recommended and you are highly advised to use utadm to do this work for you, as it sets up a number of things to enable the Interconnect.

Step 21

Solution: Re-configure dhcpd with utadm and try again.

Notes:

To do this access the SunRay server from another terminal and use the command:

# /opt/SUNWut/sbin/utadm -a

(where interface could be hme1 gem0 qfe1 ....)

Please consult your installation and admin manuals for advice on using utadm, or see the man page utadm(1M).

Any other way of configuring DHCP is not recommended and you are highly advised to use utadm to do this work for you, as it sets up a number of things to enable the Interconnect.

Step 22

Solution: The problem you have specified can't be solved online.

The log files in /var/opt/SUNWut/log/* must be checked by a SunRay Information Appliance trained engineer.

Step 23

Solution: Start the utauthd process and try again.

Notes:

Access the SunRay server from another terminal and use this command (as the user root) to check the utauth daemon:

# ps -ef | grep jre | grep -i ut

If the daemon is not running, then use this command to start it:

# /etc/init.d/utsvc stop
# /etc/init.d/utsvc start

Now check again to see if it is running.

If the daemon has failed to start after manual intervention you may need to call your Reseller/Solution Center for further assistance.

Step 24

Question: Is the CAT-5 cabling working ?

Answer: Yes (Step 28)
Answer: No (Step 29)

Notes:

In order to check please talk to your Network Administrator to get assurance that the cabling being used is CAT-5 certified.

Step 25

Solution: Ensure the switch is running in full duplex mode and try again.

Notes:

Consult the manual that came when you purchased the switch or talk to your network administrator.

There is a high likelyhood of perceived performance problems (slow screen updates) if the switch runs in half duplex mode. Therefore you must check the manual.

the last 3 fields of the unit's MAC address
the speed of the connection (10 or 100 Mbps)
the duplex mode (F for full duplex or H for half duplex)

In order to see all this information you must be running SunRay Enterprise Server Software version 1.1 or apply patch 108303-08 (or higher) to version 1.0 and power cycle the appliance.

If you do not administer the switch, please consult with your Network Administrator for further assistance.

Step 26

Solution: The problem you have can not be solved online.

Call your Reseller/Solution Center for further assistance.

Step 27

Solution: Ensure that hostname to IP Addresses (and vice versa) can be resolved.

Notes:

Hostname/IP address resolution depends upon your nameservice. Usually this will be DNS so you may access the SunRay server from another terminal and use the command:

$ nslookup        (to obtain the IP address)

$ nslookup       (to obtain the hostname)

[Substitute for the hostname you really want to resolve and for the real IP address of the machine you want to resolve]

If you use another name service, like NIS+ or NIS you may want to check your hosts exist in this name service using the command:

$ niscat hosts.org_dir          (NIS+)
$ ypcat hosts                   (NIS)

Then check the output from either command to ensure the host appears in the relevant table.

If in doubt you may need to call your Reseller/Solution Center for further assistance.

Step 28

Solution: The problem you have can not be solved online.

Call your Reseller/Solution Center for further assistance.

Step 29

Solution: Fix the CAT-5 cabling and try again.

Notes:

To do this talk to your Network Administrator to ensure you are using CAT-5 certified cabling.

Remember: The CAT-5 spec not only dictates the quality and standard of the cable, but also how each end is wired and connected to the switch/floor port/patchpanel.

If in doubt - talk to your Network Administrator

Step 30

Question: Is dtlogin running ?

Answer: Yes (Step 32)
Answer: No (Step 33)

Notes:

Access the SunRay server from another terminal and use this command to check for existence of dtlogin daemon:

# ps -ef | grep dtlogin

Step 31

Solution: If you have the dtlogin screen - congratulations, you are now ready to login to the system and start using the SunRay Information Appliance.

Step 32

Question: Is the latest revision of dtlogin installed ?

Answer: Yes (Step 34)
Answer: No (Step 35)

Notes:

You will need a support contract/SunSolve Online account/reseller assistance to obtain the latest patches.

Access the SunRay server from another terminal and check the latest revison :

(Solaris 2.6)
# showrev -p | grep 105703

(Solaris 7)
# showrev -p | grep 107180

Take the last line from this output and use the SunSolve CD/SunSolve Online search facility to check for the latest release of this patch, eg:

Patch: 107180-20 Obsoletes:  Requires:  Incompatibles:  Packages: SUNWdtdte

*YOU* have version 20 installed, but there may be a later release.

Only the SunSolve Online/the Solution Center/Your reseller can advise on whether there is a newer release of this patch available.

Step 33

Solution: Start dtlogin.

Notes:

Access the SunRay server from another terminal and use this command to check for existence of dtlogin daemon:

# ps -ef | grep dtlogin

If you cannot see the process, try starting it manually:

# /etc/init.d/dtlogin start

Check again using the ps command above.

Does it exist now?

If not you need to check /var/dt/Xerrors for an error message

Depending upon the nature of the error you may need to seek assistance from your reseller or Solution Center.

Step 34

Question: Is the latest revision of the Xsun patch installed ?

Answer: Yes (Step 36)
Answer: No (Step 37)

Notes:

You will need a support contract/SunSolve Online account/reseller assistance to obtain the latest patches.

Access the SunRay server from another terminal and use this command to check the latest revision :

(Solaris 2.6)
# showrev -p | grep 105633

(Solaris 7)
# showrev -p | grep 108376

Take the last line from this output and use the SunSolve CD/SunSolve Online search facility to check for the latest release of this patch, eg:

Patch: 107180-20 Obsoletes:  Requires:  Incompatibles:  Packages: SUNWdtdte

*YOU* have version 20 installed, but there may be a later release.

Only the SunSolve Online/the Solution Center/Your reseller can advise on whether there is a newer release of this patch available.

Step 35

Solution: Install the latest release of dtlogin. This is available on SunSolve Online.

Step 36

Question: Is the latest revision of the SunRay patch installed ?

Answer: Yes (Step 38)
Answer: No (Step 39)

Notes:

You will need a support contract/SunSolve Online account/reseller assistance to obtain the latest patches.

Access the SunRay server from another terminal and use this command to check the latest revision :

(SunRay ES 1.0)
# showrev -p | grep 108303

(SunRay ES 1.1)
# showrev -p | grep 109127

Take the last line from this output and use the SunSolve CD/SunSolve Online search facility to check for the latest release of this patch, eg:

Patch: 107180-20 Obsoletes:  Requires:  Incompatibles:  Packages: SUNWdtdte

*YOU* have version 20 installed, but there may be a later release.

Only the SunSolve Online/the Solution Center/Your reseller can advise on whether there is a newer release of this patch available.

Step 37

Solution: Install the latest release of the Xsun patch. This is available on SunSolve Online.

Step 38

Question: Do you see the following line in the /etc/dt/config/Xconfig file ? Dtlogin.servers: Xservers

Answer: Yes (Step 50)
Answer: No (Step 51)

Step 39

Solution: Install the latest release of the SunRay patch. This is available on SunSolve Online.

Step 40

Question: Is the DHCP daemon (in.dhcpd) running ?

Answer: Yes. (Step 43)
Answer: No (Step 13)

Notes:

Access the SunRay server from another terminal and use this command (as the user root) to check if the daemon is running:

# ps -ef | grep in.dhcpd

Appliance Failure (during boot process) :

If you see this OSD icon it usually means the SunRay Information Appliance tried to download/flash update a different firmware release, but failed.

Firmware Download (during boot process) :

The SunRay Information Appliance has found a new version of the firmware on the boot server and is attempting to download it. Once this has been obtained the appliance will attempt to re-program it's flash memory with the new firmware and reboot.

Firmware Flash Update (during boot process) :

Once the new firmware has been obtained (see above) the SunRay Information Appliance will attempt to update the writeable part of it's flash memory with the update. When this completes the appliance will reboot and attempt to normal boot process.

Step 41

Question: Is the ethernet cable plugged into the SunRay Information Appliance ?

Answer: Yes (Step 44)
Answer: No (Step 45)

Notes:

No Ethernet/Link Down (after boot process) :

If you see this OSD icon it usually means the SunRay Information Appliance has lost it's ethernet signal.

Step 42

Question: Is the utauthd process running ?

Answer: Yes (Step 07)
Answer: No (Step 23)

Notes:

Access the SunRay server from another terminal and use this command (as the user root) to check the utauth daemon:

# ps -ef | grep jre | grep -i ut

Lost server connection (after boot process) :

If you see this OSD icon it usually means the SunRay Information Appliance cannot talk to the Authentication Manager, or that the lease on the IP address has expired and was unsuccessful in it's renewal.

Step 43

Solution: There are other possible reasons why the SunRay Information Appliance failed to download a new version of the firmware, but they require a trained engineer to analyse log files.

Notes:

You should seek assistance from your Reseller or Sun Solution Center and provide them with the following information/files:

/var/opt/SUNWut/log/messages
/var/opt/SUNWut/log/auth_log
A tar'd archive of the /var/dhcp directory
The output of the command ls -l /tftpboot

Step 44

Question: Is the other end of the ethernet cable plugged into the ethernet switch/floor port ?

Answer: Yes (Step 06)
Answer: No (Step 46)

Step 45

Solution: Plug the ethernet cable into the SunRay Information Appliance.

Step 46

Solution: Plug the ethernet cable into the ethernet switch/floor port.

Step 47

Solution: The SunRay Information Appliance keeps reflashing and rebooting : this can sometimes happen when there is a firmware update for a specific unit which is different to the general firmware image in /tftpboot.

Notes:

In this instance the SunRay Information Appliance may get confused downloading an image for itself, then trying to download the general image - a cyclical loop!

To fix the problem, access the SunRay server from another terminal and delete the files in /tftpboot that contain the MAC address of the cycling SunRay Information Appliance.

Step 48

Solution: Consult the ethernet switch manual or talk to your Network administrator to know if your ethernet switch does auto-negotiation.

Step 49

Solution: Insert smart card properly. Clean contacts on smart card and re-insert.

Notes:

Only the following cards are supported:

The SunRay Information Appliance originally only supported the SunRay smart card -- which is Schlumberger's MicroPayflex smart card (available via the SunStore).

Other smart cards which are ISO 7816 Compliant and have unique serial numbers associated with them will most likely work with the SunRay Information Appliance.

The 1.1 version of the SunRay Enterprise Server software enables other ISO 7816-compliant smart cards, in addition to Schlumberger's MicroPayflex card, to work with the SunRay Information Appliance. This means that customers who already use smart cards may be able to use their existing cards for SunRay authentication.

The cards must be ISO-7816 compliant and have a unique serial number associated with each card.

Step 50

Question: How much free space is available on the root file system ?

Answer: Lots (Step 52)
Answer: None/Very Little (Step 53)

Notes:

Use the command:

# df -k /

Then look at the 'avail' and 'capacity' fields. If avail is close to zero and capacity is close to 100% then you may have run out of space in this filesystem.

Step 51

Solution: Add the line into the file and restart dtlogin.

Notes:

Put the missing line into the /etc/dt/config/Xconfig file just after the 'Dtlogin.pidFile:' entry and then restart dtlogin with:

# /etc/init.d/dtlogin stop
# /etc/init.d/dtlogin start

Step 52

Question: How much free swap is available ?

Answer: Lots (Step 54)
Answer: None/Very Little (Step 55)

Notes:

Use the command:

# swap -s

Consult the 'available' and 'used' fields. If the used field is very large and/or the available field is very low, the system may have exhausted it's swap space.

Furthermore you should check for the message "out of memory" in /var/opt/SUNWut/log/* to verify the system is short on swap space.

Step 53

Solution: Tidy up the root partition by removing unwanted files.

Consult your Systems Administrator for help in recovering space.

Step 54

Solution: The problem you have can not be solved online.

Call your Reseller/Solution Center for further assistance.

Step 55

Solution: Add more swap.

Notes:

As a short term measure you can add more swap by creating a 'swapfile' in a partition with some free space, then adding that to the existing swap space. The following example creates a 256Mb file in /export (which assumes there is at least 256Mb of free space available in this partition) and then adds it to the existing swap resource:

# mkfile 256 m /export/tempswap
# swap -a /export/tempswap

Frequently swap and /tmp are a shared resource - if a number of large files are created but not deleted from /tmp, this will reduce the amount of swap space the the system has available to it. Check /tmp is tidy and free of old/unwanted files.

You should also try to identify why all the swap has been used by looking at your processes with 'ps -ef' and using 'pmap -x' on those that you suspect could be using too much of this vital system resource.

See the man pages for ps(1) and pmap(1)

Use of SunRay Web Diagnostics is subject to the terms of a valid and current warranty with Sun.

Back to the Online Support Center.