Thin Client NPI training document

HP Thin Client
HP t310 G2 AiO
Zero Client Support
Considerations
December 2017

About this training document

HP t310 G2 All-in-One (AiO) Zero Client is a Thin Client product based on Teradici Tera2 PC-
over-IP (PCoIP) technology. This product is the follow-on second generation successor of the
HP AiO t310 Zero Client.
This NPI training document provides training on the unique specifications of HP t310 G2 AiO
Zero Client. It is part of a blended training solution that includes standard Thin Client training
prerequisites and the completion of HP t310 PCoIP Zero Client training: HP Virtual Classroom
recorded session, course number 00694151. Consult the Resources section of this document
for a complete list of prerequisites.

Objectives
After completing this training, you should be able to:

• Identify new features of the HP t310 G2 AiO Zero Client

• List the warranty, service strategy and support strategy

• Identify important support considerations for HP t310 G2 AiO Zero Client

• Activate a Teradici Desktop access subscription

Audience
This NPI training document is confidential and intended for use by people in the following
roles:
HP Thin Client - HP t310 G2 AiO Zero Client Support Considerations

• Call Center agents

• Support agents
• Service engineers
• Field service engineers

Prerequisites
This training should be taken in conjunction with additional courses. Consult the Resources
section of this document for a complete list of prerequisites.
HP Thin Client - HP t310 G2 AiO Zero Client Support Considerations

Table of contents
Introduction................................................................................................................................................................. 4
Product overview.................................................................................................................................................... 4
Key features ............................................................................................................................................................ 4
Primary external features ..................................................................................................................................... 4
Quick quiz ................................................................................................................................................................ 5
What’s different? ........................................................................................................................................................ 5
Features................................................................................................................................................................... 5
Firmware ................................................................................................................................................................. 7
Quick quiz ................................................................................................................................................................ 7
Warranty and support................................................................................................................................................ 7
Warranty .................................................................................................................................................................. 7
Teradici Desktop Access ........................................................................................................................................ 7
Service strategy ...................................................................................................................................................... 8
Spares strategy ...................................................................................................................................................... 8
HP CarePack strategy ............................................................................................................................................ 8
Availability ............................................................................................................................................................... 8
Support model ........................................................................................................................................................ 8
Troubleshooting ..................................................................................................................................................... 9
Quick quiz ................................................................................................................................................................ 9
Resources .................................................................................................................................................................... 9
Prerequisites ........................................................................................................................................................... 9
Additional information ......................................................................................................................................... 10
Solutions to learning checks ................................................................................................................................... 10

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HP Thin Client - HP t310 G2 AiO Zero Client Support Considerations

Introduction
Product overview
Powered by a Teradici PCoIP processor, the HP t310 All-in-One G2 Zero Client
delivers easy integration and reliability. These products have no local software OS
and are powered by a Teradici processor and firmware that saves time and money
in a real-time operating environment.
The HP t310 G2 AiO Zero Client leverages the Teradici PCoIP architecture with its
Tera2 PCoIP Zero Client processor. With a new sleek design, the HP t310 G2 AiO
Zero Client delivers a better look-and-feel and upgraded graphic options with an
added DisplayPort to enable dual-display with all modern display devices for a
much-improved experience.

Key features
The HP t310 G2 AiO Zero Client effects a seamless, high- Extra! Extra!
performance VMware desktop, delivering low display latency The HP t310 G2 AiO Zero Client
and fast response time, even for the most demanding DisplayPort enables dual-
applications. The HP t310 G2 AiO Zero Client supports the same display, maximizing customer
features as the HP t310 Zero Client, with the addition of: workspace and enhancing the
display to provide a better
• Sleek, ultra-narrow bezel display look-and-feel.
• DisplayPort to enable dual monitor support
• Ergonomic adjustable stand
• Upgrade to Teradici firmware version 6.0
Common features between these two products include:
• Teradici architecture
• No application operating system
• Teradici PCoIP Management Console for quick deployment and remote management

NOTE: The Teradici architecture is explained in full detail in the HP t310 PCoIP Zero Client training: HP
Virtual Classroom recorded session, course number 00694151.

Primary external features

The primary external differences between HP t310 Zero Client and HP t310 G2 AiO Zero Client are the
ultra-narrow bezel display and the ergonomic stand. The HP narrow bezel display features a 23.8”

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HP Thin Client - HP t310 G2 AiO Zero Client Support Considerations

diagonal screen and delivers full HD, factory color calibration and flexible connectivity. Ergonomic features
include a detachable stand, a customizable tilt, height adjustment to 130mm, and swivel (clockwise/
counterclockwise) and pivot settings.

HP Ultra-narrow bezel display

Extra! Extra!
The HP t310 G2 AiO Zero Client
has an ultra-narrow bezel
display on a three-sided,
borderless, 23.8” diagonal
screen.
HP t310 Zero Client

Quick quiz
List three new features of the HP t310 G2 AiO Zero Client.
1. __________________________________________________
2. __________________________________________________
3. __________________________________________________

Click here for the solution

What’s different?
Features
The following table compares the main features of the HP t310 G2 AiO Zero Client to its predecessor, the
t310 AiO Zero Client.

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HP t310 AiO Zero Client HP t310 G2 AiO Zero Client

Processor Tera2321 PCoIP Zero Client Tera2321 PCoIP Zero Client

processor processor
Memory 512 MB DDR3 512 MB DDR3

Video connectors 1 DVI 1 VGA (input) and 1 DisplayPort

Max resolution 2 displays @ 1920x1200 or
1 display @2560x1600
Dimensions, with stand 21.92 x 6.45 x15.73 in
(W x D x H) 55.68 x 16.38 x 39.95 cm
USB connectors 4x USB 2.0 front
2x USB 2.0 rear
Audio ports 1x microphone; 1x headphone
(output)
1 additional display via DisplayPort
at resolutions up to 2048x1152
21.28 x 8.27 x 19.90 in
54.06 x 21.02 x 50.55 cm
4x USB 2.0 side
2x USB 2.0 bottom
1x microphone; 1x headphone

RJ-45 10/100/1000 Mbps 10/100/1000 Mbps

Power connector 12VDC 45W, worldwide auto-sensing, 100-

240 VAC, 50-60 Hz
LEDs 1x power button; 1x PCoIP 1x Bi-color LED for Power on (blue)
1x PCoIP state (amber)
Thermal cooling Passive heat sink Passive heat sink

Physical security 1x cable lock slot 1x cable lock slot

Firmware 4.x 6.x

Management Console 2.x Standard free version (2000 2.x Standard (2000 EOL)
seats) 3.x Free (100)
3.x Enterprise (300)
Screen size 23.6” 1920 x 1080 23.8” FHD (1920x1080) narrow
bezel display
Stand No adjustment Adjust up or down, tilt, swivel, and
portrait and landscape modes
VESA mount holes Yes Yes

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Firmware
A primary difference in the HP t310 and the HP t310 G2 AiO products Extra! Extra!
is a change in the support process. All upgrades and updates are only
available through Teradici directly. A one-year subscription to
Desktop Access is included
The HP t310 G2 AiO Zero Client comes with a one-year free with the purchase of every
subscription to Desktop Access. This subscription plan includes new HP t310 Zero Client.
everything IT administrators need to efficiently manage and maintain
their PCoIP Zero Client deployment. It also includes PCoIP Zero Client
firmware upgrades to ensure the latest security and feature updates to the t310 G2.
Teradici PCoIP Management Console 3.0 is part of the Teradici Desktop Access plan. The console is a
centralized software tool that provisions, monitors and scales PCoIP deployments. It provides flexibility
with an intuitive, “at-a-glance” dashboard to manage up to 20,000 endpoints from a single console.
NOTE: Firmware upgrades are not possible without a subscription to Teradici Desktop Access.

Quick quiz
Which hardware features does HP t310 G2 AiO Zero Client support?
• 512MB DDR3 memory
• 12VDC power connector
• 1 additional display via DisplayPort at resolutions up to 2048x1152
• USB 3.0 support
• 4x USB 2.0 side; 2x USB 2.0 bottom
Click here for the solution

Warranty and support

Warranty
HP t310 G2 AiO Zero Client follows an expanded warranty offering:
• Three-year Thin Client warranty for hardware: three years parts and labor, no onsite (3/3/0)
• 90 days parts and labor, no onsite (90/90/0) for software
For additional support, service contracts can be extended beyond standard warranties with HP Care Pack.

Teradici Desktop Access

Teradici Desktop Access is a subscription plan that includes:

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• Access to the latest firmware and security updates

• The Teradici Management Console
• 24x7 support from Teradici
Teradici offers a free one-year subscription with the purchase of an HP t310 G2 AiO Zero client product. To
activate this offer, visit teradici.com/desktop-access-registration.

Service strategy
HP t310 G2 AiO Zero Client uses the standard whole unit repair Thin Client service strategy:
• The customer returns the product to depot for repairs, and HP pays shipping cost back to the
customer.

Spares strategy
The spares strategy for HP t310 G2 AiO Zero Client is:
• WUR as the standard serviceability model—Advance Exchange
• OSSP engaged and RSL in place
• Readiness at launch, minus 10 days (spares management)

HP CarePack strategy
HP CarePacks for extended warranty or other specific customer needs are offered by Call and Service
Agents. HP CarePack strategy leverages Advance Exchange, 4-year and 5-year offerings.

Availability
The HP t310 G2 AiO Zero Client is sold and supported in NA, AMS, EMEA, LAR and APJ.

Support model
HP t310 G2 AiO Zero Client follows the same support model and support responsibilities as its
predecessor product.
The support responsibilities are covered in detail in the HP t310 PCoIP Zero Client training: HP Virtual
Classroom recorded session course number 00694151. The training discusses the First Level Support
(1LS) approach, as well as information required for 2LS elevation.
For hardware or firmware issues, call either Teradici or HP. HP will be able to analyze the issue and
redirect to Teradici, if required.

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Troubleshooting
Use the same testing techniques to troubleshoot the product as you would use for the HP t310 AiO Zero
Client. These include:
• Basic power tests
• Confirm the PCoIP processor is running
• Confirm the network is functional
• Check audio functions
• Check display functions
Troubleshooting steps are covered in detail in the HP t310 PCoIP Zero Client training: HP Virtual Classroom
recorded session, course number 00694151.

Quick quiz
A customer issue with an HP t310 G2 AiO Zero Client is escalated to you. Upon analysis, you find it is a
firmware issue. What is your next step?
___________________________________________________________________

Click here for the solution

Resources
Prerequisites
NOTE: To access a prerequisite course, navigate to the HP University or Learning Center portals and enter
the relevant course ID.

Essential prerequisite training for this platform include:

• HP t310 PCoIP Zero Client training: HP Virtual Classroom recorded session, course number
00694151
• HP t310 Hardware and Management, Support Considerations. Download this document from the
above course.
• HP Thin Client Fundamentals 2015 web-based training. HP Learning Management System course
ID: 36165. The Learning Center course ID: 00734587
• HP Thin Client t310 Technical Considerations web based training. The Learning Center course ID:
00921506

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Additional information
For more detailed information, consult the following resources.
HP Resources
• HP t310 G2 AiO Zero Client QuickSpecs
Teradici Resources http://www.teradici.com/
• Teradici PCoIP technology - Explanation of the design, features, and benefits of the protocol
• Teradici PCoIP Zero Client - Discussions about the Teradici-based client design and hardware
• Teradici APEX2800 Server Offload Card Overview
• Teradici Desktop Access support – support.teradici.com
VMware Resources http://www.vmware.com/
• VMware Knowledgebase
• VMware Knowledgebase, PCoIP Disconnection Codes article
• VMware View 4 and PCoIP Information Guide
• Using PCoIP Host Cards with VMware View

Solutions to learning checks

1 Quick quiz solution
List three new features of the HP t310 G2 AiO Zero Client.
• DisplayPort to enable dual monitor support with a sleek, ultra-narrow bezel display
• Ergonomic adjustable stand
• Video Electronics Standards Association (VESA) mount holes
• Upgrade to Teradici firmware 6.1
• BFR/PVC free environment
Return to training

2 Quick quiz solution

Which hardware features does the t310 G2 AiO Zero Client support?
• 512MB DDR3 memory
• 12VDC power connector
• 1 additional display via DisplayPort at resolutions up to 2048x1152

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HP Thin Client - HP t310 G2 AiO Zero Client Support Considerations

• USB 3.0 support

• 4x USB 2.0 side; 2x USB 2.0 bottom
Return to training

3 Quick quiz solution

A customer issue with an HP t310 G2 AiO Zero Client is escalated to you. Upon analysis, you find it is a
firmware issue. What is your next step?
Redirect the customer to Teradici
Return to training

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