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February 10th, 2025 13:33
WYSE 5070 Black Screen & Log Files
We are getting complaints from some of our end users that our WYSE clients are not powering off appropriately or powering off at the wrong time - they state this because they will come in and turn the unit on, but then they go back in and the unit is off.
My assumption, as it is very difficult to duplicate real world in a limited test lab, is that the screens are going to sleep even though the screensaver should be remaining active.
We are in the process of upgrading the devices from ThinOS 9.4.x to 9.5.x and updating the BIOS to 1.33 - but I'm getting reports that this is not helping and the issue persists.
We've double checked the physical hardware settings and can't find anything on the monitors that should be causing them to sleep and we've checked all of the software settings that we can think of - but are still having issues.
Because I've been unable to duplicate the issue or have one of my technicians see it in production, I have been unable to determine if simply moving the mouse or hitting the space bar will wake the device in question up. Regardless though, we don't want the devices doing this, we'd prefer the screensaver to remain active so the staff understand the devices are powered on.
My next question is in relation to the log files, on OS 9.4.x we would download the Event ZIP file, navigate to compat/linux/var/log and open bootup.log to review the bootup and other data that was helpful in this specific situation.
But since the upgrade to 9.5.x and the BIOS of 1.33, we have found that this log file is cleared with every power on.
What settings changes need to occur to maintain the logs so they have useful data for us?
Thanks!
DELL-Scott H
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February 10th, 2025 16:21
Have you enabled "Enable Preserve Logs at Reboot' in WMS>Services>Troubleshooting portion of policy?
RDPray
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February 18th, 2025 20:43
Sorry for the late response, I was having trouble accessing my WMS Console, so I avoided it for a few days. :)
I've confirmed that "Enable Preserve Logs at Reboot" is active on the group where the device attached.
I've gone ahead and added the same setting to the parent group to see if that makes a difference.
Any thoughts about the Black Screen issue?
Electric
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February 19th, 2025 01:51
It seems like the issue is related to the monitors going to sleep and the difficulty in tracking it due to the logs being cleared after every reboot. Here’s a breakdown of how you can address both issues:
Screen Sleep Behavior: Since the screensaver should remain active but the devices are still going to sleep, it’s possible the power management settings are not behaving as expected. Double-check the settings under the ThinOS configuration for any sleep or power-saving features that could override the screensaver. You might want to disable or modify these settings to keep the device fully active while the screensaver is on.
Logs Not Persisting: The log file issue you're experiencing (where bootup logs are cleared on power cycle) might be due to changes in how ThinOS 9.5.x handles logging. You can try the following:
Testing and Replication: Since replicating the issue in the lab is challenging, it might help to run diagnostics tools or scripts that log power states in real time. This could help you track if the unit is going into sleep mode unexpectedly.
Let me know if these steps help or if you need further clarification on any of them!
RDPray
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February 21st, 2025 13:34
@electric - thanks for the suggestions, I haven't had time to check into them, i didn't see you're note til late last night. But I had already been making some changes and I adjusted the auto-power on setting on the "just in case" whim for 730AM. That way they'd be on even if someone didn't turn them on.
I checked one of my problem devices and downloaded the logs, still no persistence between boots - I'll probably log a support ticket on that.
However, at the same time I noticed that the device had powered on at 230AM - it appears that they are using GMT for their controls and not the local device time.
Is anyone aware of a setting that could be impacting that?
Electric
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February 22nd, 2025 02:53
Hi I think the GMT issue might actually be tied to the time zone settings in either ThinOS or WMS. If the time zone is set incorrectly, that could be why the auto-power on is running at the wrong time.
Here are a few things to check:
ThinOS Time Zone Settings: Make sure the correct time zone is selected on the devices. You can find this under the ThinOS settings (System > Date and Time), and it should match your local time zone.
WMS Settings: If you're managing the devices via WMS, double-check that the time zone is configured properly in the management console as well. Sometimes, WMS and the devices can get out of sync if the settings don't match.
BIOS Time Zone Setting: It’s also worth looking at the BIOS settings on the devices to ensure that the correct time zone is set. I’ve seen this cause weird behavior with scheduled tasks or power-on times.
Once you get those time zone settings locked in, it might fix the auto-power-on issue. Let me know if this helps or if you need more details to dig deeper!
And on the logs, yeah, it seems like you’ll have to log a support ticket for that persistence issue.