Sun Ray Client Troubleshooting Icons

This chapter provides details on the troubleshooting icons that display when a Sun Ray Client boots.

 

13. Sun Ray Client Troubleshooting Icons
13.1. Overview
13.2. Types of Troubleshooting Icons
13.3. Troubleshooting Icon Quick Reference
13.4. DHCP State Codes
13.5. Power LED
13.6. (1) Sun Ray Client Startup Icon
13.7. (2) Firmware Download in Progress Icon
13.8. (3) Saving PROM Software Icon
13.9. (4) Firmware Download Diagnostics Icon
13.9.1. Firmware Download Error Codes and Messages
13.10. (15) Session Refused Icon
13.11. (16) Bus Busy Icon
13.12. (21) Network Connection Verified Icon
13.13. (22) Waiting to Connect to Authentication Manager Icon
13.14. (23) No Ethernet Signal Icon
13.15. (25) Redirection Icon
13.16. (26) Wait for Session Icon
13.17. (27) DHCP Broadcast Failure Icon
13.18. (28) Establishing VPN Connection Icon
13.19. (29) VPN Connection Established Icon
13.20. (30) VPN Connection Error
13.21. (31-34) Ethernet Address Icon
13.22. (46) No Access to Server Icon
13.23. (47) No Access for Oracle Virtual Desktop Clients Icon
13.24. (48) No Access: Registration Required Icon
13.25. (49) No Access: Key Rejected Icon
13.26. (50) No Access: Security Policy Violation Icon
13.27. (60) Insert Card Icon
13.28. (61) Waiting for Primary Sun Ray Client Icon
13.29. (62) Token Reader Icon
13.30. (63) Card Error Icon
13.31. (64) Waiting For Access Icon

 

When a Sun Ray Client boots, a spinning wheel icon is displayed by default. To show the details of the boot process and to help identify problems, you can use the Stop-O key sequence (or Ctrl-Pause-O on non-Sun keyboards) to display the On-Screen Display (OSD) icons. This condition persists across reboots. So, if you want to disable the OSD icons, you need to press Stop-O again.

The OSD icons are also displayed if you simultaneously press the three audio keys, if a warning or error occurs on the Sun Ray Client while it boots, or if a state change does not occur for more than ten seconds.

If you see the older version of the icons, the firmware has not been upgraded or is failing. To make sure that the Sun Ray Client is using the latest firmware, see Chapter 11, Sun Ray Client Firmware.

 

Table 13.1, “Types of Troubleshooting Icons” describes the types of troubleshooting icons.

Table 13.1. Types of Troubleshooting Icons

Icon Type Example Description
On-Screen Display (OSD)
On-Screen Display (OSD) icon
                    example.

Indicates the current state of a client's connectivity. These icons are shown as white icons. They can display even if the client is not connected to a server. and they typically provide the following detailed information:
  • A unique, white graphic
  • Ethernet address
  • IP address of the Sun Ray Client
  • Status of link to Sun Ray server
  • IP address of Authentication Server
  • Numeric code for icon message
  • Alphabetic code for DHCP State
  • Encryption and authentication information, when appropriate
  • Alphabetic code for Firmware Download Error Codes
Server Policy
Server Policy icon
                    example.

Indicates a problem based on a specific server policy that needs attention. These icons are shown as blue icons. They are sent by the server in place of a regular session, they may be overlaid by a concurrent client state OSD icon, and they are not available if the client is behind a NAT router.

 

Note

Press the Mute-Softer-Louder keys or Ctrl-Pause-N keys simultaneously to display the current network status.

Table 13.2. Troubleshooting Icon Quick Reference

Icon Code (Click for More Information) General Category Meaning
1 Startup Sun Ray Client is starting up and is waiting for Ethernet link.
2 Firmware Download Sun Ray Client is downloading new firmware.
3 Firmware Download Sun Ray Client is storing new firmware in its flash memory.
4 Firmware Download Either the download or storage of new firmware has failed.
5 Session Connection There is no session to connect with the Sun Ray.
6 Session Connection The server is denying access to the Sun Ray.
7 Smart Card Local PIN entry to the smart card has failed.
8 Smart Card In local smart card PIN entry mode.
9 USB There is an "overcurrent" condition on the USB bus, that is, the total number of devices draws too much current. Consider using a powered hub.
11 Network Status The server is authenticated and the graphic/keyboard network connections are encrypted.
12 Network Status The server is not authenticated and the graphic/keyboard network connections are encrypted.
13 Network Status The server is authenticated and the graphic/keyboard network connections are not encrypted.
14 Network Status The server is not authenticated and the graphic/keyboard network connections are not encrypted.
15 Session Connection Sun Ray Client is refusing to talk to the server due to the server's refusal or inability to authenticate or encrypt the network connection.
16 USB USB bus is busy servicing a high-speed device, and the keyboard or mouse might not be responsive to user input.
21 Startup Sun Ray Client is booting up and is waiting for DHCP IP address and parameter assignment.
22 Startup Sun Ray Client is booting up and is waiting for the initial connection to a Sun Ray server.
23 Network Status The connection between the Sun Ray Client and the network is down. Check the network drop cable. If the network drop cable is okay, check the network switch.
24 Session Connection Sun Ray Client has disconnected from the previous server.
25 Session Connection Sun Ray Client is being redirected to a new server.
26 Session Connection Sun Ray Client has connected to the server and is waiting for graphics traffic.
27 Startup Sun Ray Client is broadcasting to locate a Sun Ray server since either it was not provided with Sun Ray specific DHCP parameters or all of the specified servers are not responding.
28 Startup VPN connection being attempted.
29 Startup VPN connection established.
30 Startup VPN connection error.
31 Network Status The network link is up, the server is authenticated, and graphics/keyboard network connections are not encrypted.
32 Network Status The network link is up, the server is not authenticated, and graphics/keyboard network connections are encrypted.
33 Network Status The network link is up, the server is authenticated, and graphics/keyboard are encrypted.
34 Network Status The network link is up, the server is not authenticated, and graphics/keyboard are not encrypted.
35 Startup Sun Ray Client has been disconnected from its server, either by a STOP-Q session disconnect event or by the VPN session timeout value having been set and exceeded.
41 Network Status The server is authenticated, the client is authenticated, and the graphic/keyboard network connections are encrypted.
42 Network Status The server is not authenticated, the client is authenticated, and the graphic/keyboard network connections are encrypted.
43 Network Status The server is authenticated, the client is authenticated, and the graphic/keyboard network connections are not encrypted.
44 Network Status The server is not authenticated, the client is authenticated, and the graphic/keyboard network connections are not encrypted.
46 Server Policy No access to server.
47 Server Policy No access for Oracle Virtual Desktop Clients.
48 Server Policy No access: registration required.
49 Server Policy No access: client key is rejected.
50 Server Policy No access: security policy violation.
51 Network Status The network link is up, the server is authenticated, the client is authenticated, and graphics/keyboard network connections are not encrypted.
52 Network Status The network link is up, the server is not authenticated, the client is authenticated, and graphics/keyboard network connections are not encrypted.
53 Network Status The network link is up, the server is authenticated, the client is authenticated, and graphics/keyboard are encrypted.
54 Network Status The network link is up, the server is not authenticated, the client is authenticated, and graphics/keyboard are not encrypted.
60 Server Policy Insert card. If the site's authentication policy allows access only by card, this icon is displayed to prompt the user to insert a card. Access without a card is disabled.
61 Server Policy Waiting for primary Sun Ray Client. The client is a secondary client in a multihead group, and the primary client is not currently connected.
62 Server Policy Token reader. The Sun Ray Client is a token reader. When a site policy disallows pseudo-sessions, a Sun Ray Client configured as a token reader displays the Token Reader icon instead of the Login dialog box.
63 Server Policy Smart card not recognized. The smart card is not recognized by the Sun Ray server or there is a reader error.
64 Server Policy Waiting for session access. Access is temporarily denied, but the Sun Ray Client automatically retries when this condition is resolved.

 

Some icons also show a state code after the number to provide more information, which are described in Table 13.3, “DHCP State Codes”.

Table 13.3. DHCP State Codes

DHCP State Code Meaning
A DHCP only provided IP address with no additional parameters.
B DHCP provided IP address, subnet mask, and router, but Sun Ray vendor-specific parameters are missing.
C DHCP provided IP address and Sun Ray vendor-specific parameters, but subnet mask and router are missing.
D DHCP provided all expected parameters.

 

Table 13.4, “Power LED” lists the actions to take based on the state of the power LED on Sun Ray clients.

Table 13.4. Power LED

Sun Ray Client Hardware State Action to Take
Off Check to see whether the Sun Ray Client is plugged in. Replace the Sun Ray Client.
Green Normal operation.
Amber Hardware fault. Replace the Sun Ray Client.
Blinking PROM is corrupted. Check that firmware downloads are configured and enabled, then power cycle the Sun Ray Client.
Card reader LED remains on even when card is removed Card reader hardware problem. Replace the Sun Ray Client.

 

(1) Sun Ray Client Startup Icon.

The Sun Ray Client Startup icon indicates that the Sun Ray Client has passed the power-on self test but has not yet detected an Ethernet signal. The icon is displayed for a few seconds as part of the normal startup process. When an Ethernet signal is detected, the Network Connection Verified (21) OSD is displayed.

Problem: The Sun Ray Client Startup OSD is displayed for more than 10 seconds.

  • Check that the Ethernet cable is plugged into the Sun Ray Client correctly and that the other end is plugged in to the correct hub, switch, or network outlet.
  • If the Sun Ray Client is connected through a hub or a switch, verify that the hub or switch is powered on and configured correctly. A link LED on the switch or hub indicates that the connection is alive.

 

(2) Firmware Download in Progress
        Icon.

The Firmware Download in Progress icon indicates that the Sun Ray Client is downloading new firmware from a Sun Ray server.

If you see this OSD, wait until the download is complete. Downloading and saving the firmware takes less than a minute. If you interrupt the download, the Sun Ray Client has to download new firmware the next time it reboots.

 

(3) Saving PROM Software Icon.

The Saving PROM Software icon indicates that the Sun Ray Client just downloaded new flash PROM software (firmware) from the Sun Ray server and is saving it to the Sun Ray Client's PROM.

If you see this OSD, wait until the download is complete. Downloading and saving the new firmware takes less than a minute. If you interrupt the download, the Sun Ray Client has to download new firmware the next time it reboots.

 

The Firmware Download icon is displayed with a code or a message when an error occurs during a download of firmware. The following table lists the error codes. These error messages appear in English even in localized versions of Sun Ray Software.

(4) Firmware Download Diagnostics
        Icon.

Table 13.5, “Firmware Download Error Codes and Messages” lists the firmware download error codes and messages. Firmware download error codes are valid only with OSD icon 4.

Table 13.5. Firmware Download Error Codes and Messages

Error Code Error Message
E FW Load: No server
F FW Load: Name too long
G FW Load: Bad read
H FW Load: Bad signature
I FW Load: Failed decompression
J FW Load: Invalid module type
K FW Load: Version mismatch
L FW Load: Not enough memory
M FW Load: Prevented by barrier
N FW Load: Invalid HW version
O FW Load: Flash write error

The Firmware Download with a 4 error code icon is displayed when the Sun Ray Client fails to download new firmware. The message "FW Load: Prevented by barrier" indicates that the Sun Ray Client already has a later version of the firmware.

In the syslog, the following message indicates that a barrier level has been set to prevent Sun Ray Clients from downloading an earlier version of the firmware.

Firmware upgrade/downgrade not allowed! Barrier is 310 Firmware level is 0

Check /var/opt/SUNWut/log/messages to confirm that your configuration is set up properly.

 

(15) Session Refused Icon.

The Session Refused icons are displayed during a possible security breach because authentication has failed.

Problem: Icon shows the 15D message.

The Sun Ray Client is refusing to connect to a server because it is unable to verify the validity of the Sun Ray server. This error can occur only if an unknown Sun Ray server tries to emulate a valid Sun Ray server. This situation is a session security breach.

Problem: Icon shows the 50D message.

The Sun Ray server is refusing to grant a session to the Sun Ray Client because the client is unable to fulfill the server's security requirements.

  • Upgrade the Sun Ray Client's firmware version. This error can occur with firmware versions earlier than 2.0 when the server is configured for hard security mode.
  • As an alternative, determine whether your site requires hard security mode. If not, the session can be enabled with soft security mode.

 

(16) Bus Busy Icon.

The Bus Busy OSD indicates that the Sun Ray USB bus is servicing a high-speed device and the keyboard or mouse might not be responsive to user input.

This icon is displayed during an unusually long print job and disappears when the job is done. No action is needed unless killing the print job is necessary.

 

(21) Network Connection Verified
        Icon.

The Network Connection Verified icon indicates that the Sun Ray Client has detected the Ethernet carrier but has not yet received its initial parameters or IP address from the DHCP server. The icon is displayed for a few seconds as part of the normal startup process.

After the DHCP server has allocated an IP address, the icon is updated with the Sun Ray Client's assigned IP address. When the network connection is verified, the Sun Ray Client connects to the Sun Ray server.

Problem: The icon is displayed for more than 10 seconds.

  • Verify that the DHCP server is running and has not run out of IP addresses to assign to clients.
  • Verify that the DHCP server is configured properly for network parameters.

Problem: The icon displays an IP address and an icon message, either 21A or 21B, depending on whether the Sun Ray server is on a LAN network or a dedicated interconnect.

This condition occurs when the Sun Ray Client receives an IP address from the DHCP but no other parameters. The Sun Ray Client issues a DHCP_INFORM request to obtain the Sun Ray-specific parameters.

  • Code 21 A indicates that the Sun Ray Client received an IP address and is waiting for a response to its DHCP inform request.
  • Code 21 B indicates that the Sun Ray Client received an IP address and IP router and is waiting for a response to its DHCP inform request.

If no response is received, the Sun Ray Client continues the startup process using only the IP address. In a private interconnect or simple LAN configuration, the Sun Ray Client can function successfully. However, performance of the Sun Ray Client might be affected. If the Sun Ray Client is part of a complex LAN configuration, it can fail later in the start up process because it requires the additional parameters and Sun Ray-specific vendor options to handle network operations, such as when a Sun Ray Client is located several hops away from the Sun Ray server's subnet.

Continue with the startup process, if possible, and at the next opportunity, do the following:

  • For LAN configurations with other non-Sun Ray DHCP services but no bootp proxy agent, verify the DHCP server and the Sun Ray vendor tags.
  • For routed configurations, verify that the bootp proxy agent is configured correctly in the Sun Ray Client's subnet and that it points to one of the Sun Ray servers in the failover group.
  • For non-routed private interconnect configurations, the Sun Ray server performs the functions of a DHCP server. Verify that it is configured properly for DHCP services.

When the Sun Ray Client concludes the interaction with the DHCP server, it connects to a Sun Ray server and then interacts with the server's Authentication Manager, indicated by the Waiting to Connect to Authentication Manager OSD. Occasionally, the Sun Ray Client is first routed to another Sun Ray server. In this case, the Redirection OSD icon is displayed for a few seconds and then, as the Sun Ray Client interacts with the new server's Authentication Manager, the Waiting to Connect to Authentication Manager OSD is displayed.

 

(22) Waiting to Connect to Authentication
        Manager Icon.

The Waiting to Connect to Authentication Manager icon indicates that the Sun Ray Client has received its parameters from the DHCP server and it has connected to the Sun Ray server but has not yet completed it authentication. The icon is displayed for a few seconds as part of the normal startup process.

Problem: The icon displays for more than 10 seconds or the Sun Ray Client resets after the icon is displayed.

  • Verify that Sun Ray services, including the Authentication Manager, are running on the Sun Ray server.

In a LAN configuration or other routed environment:

  • Verify that the Sun Ray Client's IP address can reach the Authentication Manager.
  • Verify that the Sun Ray Client's routing information, received from the Sun Ray server, is correct.
  • Verify that the bootp proxy agent is configured correctly in the Sun Ray Client's subnet and that it points to one of the Sun Ray servers in the failover group.
  • Run utquery for the Sun Ray Client's IP address to see the parameters that the Sun Ray Client received. If the parameters do not include an AuthSrvr parameter, the DHCP server might not have sent the Sun Ray parameters or the parameters might not be correct.
    • To confirm that the DHCP server can be reached, check the value of the DHCPServer parameter.
    • To confirm that the DHCP server sends the proper Sun Ray-specific parameter values, check the value of the INFORMServer parameter.

      If a value is incorrect, look at your bootp relay configurations and DHCP server configurations for network and Sun Ray parameters. For details of these parameters, see the utquery man page.

    • To restart DHCP on a Solaris server, type the following as superuser:
      # /etc/init.d/dhcp stop
      # /etc/init.d/dhcp start

 

(23) No Ethernet Signal Icon.

The No Ethernet Signal OSD indicates that the Sun Ray Client had an Ethernet address and an IP address but later lost the Ethernet signal.

  • Check that the Ethernet cable has not become unplugged from the Sun Ray Client or from the switch or network outlet.
  • If the Sun Ray Client is connected through a hub or switch, make sure that the hub or switch is still powered on.

 

(25) Redirection Icon.

The Redirection OSD indicates that the Sun Ray Client is being redirected to a new Sun Ray server. This redirection can occur for any of several reasons, including load balancing. The icon is displayed for a few seconds while the Sun Ray Client connects to the new Sun Ray server and then the Waiting to Connect to Authentication Manager OSD is displayed.

 

(26) Wait for Session Icon.

The Wait for Session OSD indicates that the Sun Ray Client is waiting for its X Window session. The icon is displayed for a few seconds as part of the normal startup process.

If this icon is displayed for a long time, display traffic from the server is not arriving to the client. Some possible reasons for this problem are:

  • The network (routers, switches, firewalls) is not correctly transmitting UDP traffic from the server to the client.
  • The server is attempting to display one of the Server Policy icons, but the client is behind a NAT router or gateway.
  • The X server (Xnewt or Xsun) that is the source of the display traffic on the Sun Ray server side is not working properly. It might be crashed or hung.
  • The display manager (dtlogin on Solaris 10 or gdm on Linux) has failed to start an X server for the session. It might be crashed, hung, or not configured properly. If you suspect that dtlogin configuration files have been corrupted, see Section 3.4, “How to Check and Fix Corrupted Configuration Files (Solaris)”.

 

(27) DHCP Broadcast Failure Icon.

The DHCP Broadcast Failure icon is displayed if the Sun Ray Client is attempting to locate a Sun Ray server and either no servers respond or the Sun Ray-specific DHCP parameters are not correct.

 

(28) Establishing VPN Connection
        Icon.

The Establishing VPN Connection icon is displayed while a Sun Ray Client is trying to connect to the Sun Ray server through a VPN connection. This icon can also include one of the following state codes shown in Table 13.6, “VPN Connection State Codes”.

Table 13.6. VPN Connection State Codes

State Code Meaning
E VPN Phase 1 IKE initiated.
F VPN Phase 1 IKE complete.
G VPN connection expired.
H VPN Phase 2 initiated.
I VPN Phase 2 complete.

 

(29) VPN Connection Established Icon.

When the VPN connection is established, the VPN Connection Established icon is displayed.

 

There is a problem with the VPN connection. Make sure you VPN configuration is valid. See Chapter 11, Sun Ray Client Firmware for more information.

 

(31) Ethernet Address Icon.
(33-34) Ethernet Address Icons.

The Ethernet Address OSD shows the Ethernet address, the assigned IP address, the connected server, encryption status, DHCP state, link speed and link mode.

To display current information about the Ethernet link, do one of the following at any time.

  • On a Sun keyboard, press the three audio volume keys simultaneously. To get the same effect on a non-Sun keyboard, press Ctrl-Pause-N.
  • Disconnect and reconnect the Ethernet cable.

A value of 10 indicates a link speed of 10 Mbps; 100 indicates 100 Mbps. A value of F indicates that the link mode is full duplex. A value of H indicates half-duplex mode.

 

(46) No Access to Server Icon.

This icon usually displays if the policy disallows card access and a card is inserted.

 

(47) No Access for Oracle Virtual Desktop
        Clients Icon.

This icon indicates that access for Oracle Virtual Desktop Clients is disabled. To enable access for Oracle Virtual Desktop Clients, refer to the Oracle Virtual Desktop Client documentation.

 

(48) No Access: Registration Required
        Icon.

The card or Sun Ray Client is not registered. If ATI is configured for a site, the ATI script is run when this icon is first displayed. If the script registers the card, this state might not last long.

 

(49) No Access: Key Rejected Icon.

This icon is displayed if only confirmed keys are allowed access by policy. It might be displayed if there is a key conflict, but other icons might display instead.

 

(50) No Access: Security Policy Violation
        Icon.

This icon is displayed if the client is running old firmware that does not support encryption or client authentication and the server has "hard" security mode set. This icon might also display in other security-related cases, such as key conflict or failed key validation, but other icons might display instead.

 

(60) Insert Card Icon.

If the site's authentication policy allows access only by card, this icon is displayed to prompt the user to insert a card. Access without card is disabled.

 

(61) Waiting for Primary Sun Ray Client
        Icon.

The Sun Ray Client is a secondary client in a multihead group, and the primary client is not currently connected.

 

(62) Token Reader Icon.

The Sun Ray Client is a token reader. When a site policy disallows pseudo-sessions, a Sun Ray Client configured as a token reader displays the Token Reader icon instead of the Login dialog box.

 

(63) Card Error Icon.

The smart card is not recognized by the Sun Ray server or there is a reader error. The following reasons may include:

  • The Sun Ray client is running an older firmware.
  • The smart card's contacts are dirty, the contacts on the smart card reader are dirty, or the card is not properly inserted.
  • The smart card is malfunctioning.
  • The Sun Ray server is not configured to read this type of smart card or an error exists in the configuration file.

To fix this problem, try one of the following actions:

  • Upgrade the firmware on the Sun Ray client.
  • Clean the smart card.
  • Replace the smart card.
  • Verify that the Sun Ray server has the appropriate smart card configuration files installed and configured.

 

(64) Waiting for Access Icon.

This icon indicates that the server is not allowing access at the current time. This problem occurs when a Sun Ray Client loses power or the network connection to the server is interrupted and the smart card from the Sun Ray Client is inserted into a different Sun Ray Client before the server has timed out the lost connection. Because the old connection is still active, new connections using the same smart card are unable to gain access.

When this conditions occurs, the server checks the status of the old connection. After the time reserved for this check has elapsed (an initial default of 10 seconds), the Sun Ray Client connection is restarted and the condition should be automatically resolved. Either the session access is granted or the Sun Ray Client remains in this Waiting for Access state (64).

If a Sun Ray Client continues to remain in this state, the same token is being used with another connection. Specifically, two physical tokens (smart card, Sun Ray Client, Oracle Virtual Desktop Client profile) are trying to connect to the same session.

Possible reasons for this issue include the following:

  • A security incident where a copied or fake smart card is used to gain access to the session.
  • A security incident where a copy of an Oracle Virtual Desktop Client profile is used to gain access to the session. This situation might also indicate a user error. Oracle Virtual Desktop Client profile files should not be copied to a different computer or user account.
  • A registered token policy is in effect, alias tokens have been configured, and an alias token is still connected to the session the user is trying to access. If access is denied because of a currently connected alias token, the connected alias token needs to be disconnected to regain access. For example, the aliased smart card must be removed from its Sun Ray Client.

 

 

Legal Notice

Sun Ray Software Administration Guide

Version 5.2

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Component Licensing

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E22661-11

January 2012