eLearning

Chromebook Support Training

Part 2
Troubleshooting
 Chromebook
Troubleshooting
Principles
 Chromebook Support Training

Good news:
Troubleshooting Chromebook issues is simple!

Most issues can be resolved by following the

same process.

But it is important to do the steps in the correct

order.
 Chromebook Support Training

Why is it important to do the steps in the

correct order? 1. Get a USB drive if you don’t have one.
2. Go to another computer and download the
recovery image.
1. We want to resolve the issue with the least 3. Save the recovery image to the USB drive.
possible effort being required by the 4. Set the Chromebook to boot from the USB
drive.
customer. 5. Power off the Chromebook.
6. Put the USB drive in the Chromebook.
7. Power on the Chromebook.

Don’t ask a customer to do all 1. Get a USB drive if you don’t have one.
2. Go to another computer and download the
of this if there is an easier way to resolve the issue
recovery image.
3. Save the recovery image to the USB drive.
4. Set the Chromebook to boot from the USB
 Chromebook Support Training

Why is it important to do the steps in the

correct order? Having a customer
do a factory reset
1. We want to resolve the issue with the least to resolve a simple
possible effort being required by the issue would be like
customer.
this click here
2. We want to use the least invasive
resolution necessary to resolve the issue.
 Chromebook Support Training

I have a pain
in my finger.
 Chromebook Support Training
Your troubleshooting should progress in this order:
least invasive 1. Update the system
2. Restart the Chromebook
3. Check the basics
4. Log in as Guest and see if the issue exists
5. Hardware Reset
most invasive 6. Factory Reset

Notice that these steps begin with the least

invasive and progress toward the most invasive.
 Chromebook Support Training
Your troubleshooting should progress in this order:

1. Update the system

Troubleshooting should not go beyond the step that resolves the issue.
2. Restart the Chromebook
3. Check the basics
4. Log
If none of these steps resolve in as then
the issue, Guest and
you cansee if the aissue
schedule repair.exists
5. Hardware Reset
These two steps won’t fix6.an issue, butReset
Factory they might show what will fix it.
 Chromebook Support Training
Click the highlighted step below to see how to perform the step.

1. Update the system

2. Restart the Chromebook
3. Check the basics
4. Log in as Guest and see if the issue exists
5. Hardware Reset
6. Factory Reset
If there is an Update Available notification,
click on RESTART TO UPDATE.

After restarting,
check to see if the
issue is resolved.

Click on the Status Tray

If there is NOT an Update Available notification

click on the SETTINGS icon

2
When the Settings window appears,
click on the Menu icon.
3
Then click on About Chrome OS.
4
Then click on Check for Updates.

If a Chrome update isn’t found, close

these windows and continue to the
next troubleshooting step.

If a Chrome update is found, it will

begin to download automatically.
When the download is finished, there will be
an arrow icon in the Status Tray.

Click on it. 6
5 Click on RESTART TO
UPDATE.
7
After restarting,
check to see if the
issue is resolved.
 Updates do not take effect until the
Chromebook is restarted.

When troubleshooting,
be sure to restart the Chromebook after
downloading an update.

Then check to see if the update resolved

the issue.

If this step didn’t resolve the issue,

continue to the next step.

continue
 Chromebook Support Training
Click the highlighted step below to see how to perform the step.

1. Update the system

2. Restart the Chromebook
3. Check the basics
4. Log in as Guest and see if the issue exists
5. Hardware Reset
6. Factory Reset
Restart the Chromebook

1 Hold the power button down for 3-5 seconds.

2 Press the power button again.

Why do this?
It ensures that all updates have been applied and
gives the Chromebook a fresh start.

This can resolve slowness issues, crashes or

freezes.

Since Chromebooks boot very fast, this step is

usually quick.
 Chromebook Support Training
Click the highlighted step below to see how to perform the step.

1. Update the system

2. Restart the Chromebook
3. Check the basics
4. Log in as Guest and see if the issue exists
5. Hardware Reset
6. Factory Reset
Check the Basics

Check Connectivity
1. Have the user select the time at the bottom right of the screen.

2. If the user sees a Wi-Fi network name and a signal strength

you have verified that the Chromebook is already connected to Wi-Fi.

3. If the user doesn’t see a Wi-Fi network name and a signal strength,
have the user select Not Connected.

4. Turn on Wi-Fi. The Chromebook will automatically look for available

networks and display them in a list.

If any networks are displayed, you have verified that the Chromebook
is able to see networks.
Check the Basics

Verify Memory
 When the Settings tab opens, scroll down
and click on to Storage Management.

Click on the Settings icon.

Click on the Status Tray

 4
Then check the amount of available memory

If the amount of available memory is low,

performance might be affected.

The user can check the files at these locations

and delete any he is certain he doesn’t want
to keep.
Shortage of available RAM (Random Access Memory) can also cause performance issues.

This can be caused by the user having too many tabs open at the same time.

To check if this is the cause of a customer’s issue:

If the issue occurs when Chrome browser is open, ask the

user to close all but one tab and check if the issue still exists.
 Chromebook Support Training
Click the highlighted step below to see how to perform the step.

1. Update the system

2. Restart the Chromebook
3. Check the basics
4. Log in as Guest and see if the issue exists
5. Hardware Reset
6. Factory Reset
Log in as Guest and see if the issue exists
Logging in as Guest is an extremely useful troubleshooting tool.

If a user reports an issue and the issue does not

Why do this?
A user’s settings are often
the cause of issues they
contact us about.
Guest Mode does not
load any extensions,
apps, or other settings
the user has installed.
exist when the user is logged-in as Guest, the issue
is caused by changes the user has made to the
Chromebook.
In this situation, the user can either attempt to
change the extension/app/setting that is the cause
or continue to the next step (a hardware reset).
continue
Log in as Guest and see if the issue exists
How to proceed after logging-in as Guest:

Does the issue occur when the user

is logged into the Guest account?

no yes

click to see
Continue
click to see
to if “yes”
The user can either attempt to Continue to
the ifnext
“no”
step determine which setting, or the next step
(a Hardware extension, or app is causing (a Hardware
Reset) the issue and make whatever Reset)
changes are necessary.

continue
 Chromebook Support Training
Click the highlighted step below to see how to perform the step.

1. Update the system

2. Restart the Chromebook
3. Check the basics
4. Log in as Guest and see if the issue exists
5. Hardware Reset
6. Factory Reset
Hardware Reset
A hardware reset simply restarts the Chromebook’s hardware.

Some files in the Downloads folder might be deleted when a hardware

reset is performed—so those files should be saved elsewhere if the
customer needs them.

Be sure to warn the customer of this before having him perform a hardware reset.

To perform a Hardware Reset:

1. Have the customer turn off the Chromebook

2. Press the Refresh and Power keys at the same time.

If the issue still exists after this procedure, continue to the next step. continue
 Chromebook Support Training
Click the highlighted step below to see how to perform the step.

1. Update the system

2. Restart the Chromebook
3. Check some basics
4. Log in as Guest and see if the issue exists
5. Hardware Reset
6. Factory Reset
Factory Reset
A factory reset makes a Chromebook run like new again.

It erases all the information on the Chromebook's hard drive, including all files
in the Downloads folder – so those files should be saved to Google Drive or
external media if the customer needs them.

Be sure warn the customer about the data loss before having him perform a
hard reset.

Files on Google Drive or external storage devices will not be deleted.

click here
to see the steps
Click on the Settings icon

Click on the Status Tray

 When the Settings window appears

3 scroll to the bottom and click Advanced

Then scroll to the bottom again

and click on the only option in the
4
Powerwash section

5
Then click the Restart button
6
After the system restarts
click Powerwash
and then Continue
Chromebook Support Training
In addition to these troubleshooting steps you have just seen,
there are troubleshootings procedures for specific issues on

support.google.com/chromebook
1. Update the system
2. Restart the Chromebook
3. Check the basics
4. Log in as Guest and see if the issue exists
5. Hardware Reset
6. Factory Reset
On support.google.com/chromebook

enter “fix hardware” in the

Search box.

Then select “Fix hardware

and system problems”
below.
A list of specific issues will be displayed.
Clicking on the down arrow
for any listed issue

Will reveal the

troubleshooting procedure
for that issue
 Notes:
Be sure to test after each
step of a procedure to see
if the problem is fixed.

This is a public webpage, so disregard the

sentence about contacting your
Chromebook manufacturer. We are the
manufacturer.
End of Part 2