Troubleshooting Endpoints in Recovery Mode¶

Recovery mode is a special version of the PCoIP Zero Client firmware that takes effect when the client experiences a problem that renders it unable to operate. Recovery mode automatically becomes active under the following conditions:

• A firmware update fails.

• The client has an invalid configuration.

• The client has been unable to complete its boot sequence after a number of attempts.

This mode lets you correct the configuration, or upload a replacement firmware or certificate file. You can do this directly from a client’s AWI or you can use a PCoIP Management Console profile to correct the problem.

Locating Endpoints in Recovery Mode¶

If you have an endpoint in recovery mode, make a note of its firmware version number. You can then locate all endpoints in recovery mode from the PCoIP Management Console ENDPOINTS page by creating a filter to display endpoints running this firmware version.

The following example creates a filter for firmware version earlier than 5.0.0.

Filter criterion for finding endpoints in recovery mode

Recovery Mode Causes and Solutions¶

The following problems can cause an endpoint to be in recovery mode:

• The client may have been forced into recovery mode by a user repeatedly tapping the power button when turning on the endpoint. If so, rebooting (resetting) the PCoIP Zero Client may return it to the main firmware.

• If the client does not load the main firmware but boots into the recovery image immediately when powered up, then it is likely that a firmware upload operation was interrupted and the client does not contain a valid firmware image. Apply a profile to upload a new firmware image to the PCoIP Zero Client and reboot the client to return to working firmware.

• If the PCoIP Zero Client attempts to boot to the main firmware images a few times (the splash screen is displayed for a bit) but eventually switches to the recovery image, then it is likely that the firmware configuration is not valid. See Resetting Endpoint Properties to Their Defaults to clear this problem and then re-provision the endpoint.

Recovery Mode Examples¶

The following example shows a client with a completed firmware upload status. It may have switched to recovery mode by a user repeatedly tapping its power button. In this case, simply performing a power reset may recover the endpoint.

Client in Recovery Mode with Completed Firmware Upload

The next example shows a client in recovery mode because a firmware upload was interrupted. In this case, applying the profile will download the firmware again and may recover the endpoint.

Client in Recovery Mode with Failed Firmware Upload

Client in Recovery Mode with Failed Firmware Upload

If rebooting a client or uploading firmware again does not recover the endpoint, you must reset parameters to factory defaults and re-provision the endpoint.