How do I troubleshoot Chromebooks?

    These are two easy methods to fix a ton of different Chromebook issues.

    (Neither of these will cause them to lose their bookmarks, passwords, files, etc.)


    Remove their account, and then have them sign in again:

    (This is usually for issues specific to one device.)

    1. Sign out of the account (red Sign Out button on the bottom right)

    2. On the Chromebook sign-in screen, select the profile you want to remove.

    3. Next to the profile name, select the Down arrow.

    4. Select Remove this user.

    5. In the box that appears, select Remove this user to confirm.

    6. Have them log in again with their full Email address and password.

    If that doesn’t resolve the issue…

    It may be their Chrome Browser configuration.

    (Maybe a bad extension… or setting… or a secret setting changed by an extension.)

    (This is usually for issues that follow the user from device to device.)

    1. Have them sign in to the Chromebook

    2. Open the browser

    3. Click the three-dot menu

    4. Click on Settings

    5. On the bottom left, click on Reset Settings

    6. Click Restore settings to their original defaults.

    7. Click Reset Settings

    8. Close the browser

    9. Log out

    10. (Recommended): Remove their account & have them sign in again (See above)


    If THAT doesn’t resolve the issue…

    Situation 1: the student CAN use other Chrome devices successfully.

    We can do an additional level of wiping remotely.

    1. Verify that they are connected to WiFi.

    2. Leave the Chromebook plugged in and open.

    3. Create a ticket and include the Asset ID

    4. After we wipe it and it reboots, have them sign in again and see if anything changes.


    If THAT still doesn’t resolve the issue…

    • There is a fourth level of wiping, but we’ll have to come by and snag the device.


    Situation 2: The student CANNOT use other Chrome devices successfully.

    • This is likely completely an “us” problem.

    • Submit a ticket with the Student’s EMail address, and ideally their name (and any alternate name) and district A-Number.


    Manually Setting Chromebook to Install Updates 

    If a Chromebook seems to be stuck or churning, it may need an update. You can manually install updates by following these steps. 

    1. Turn on your Chromebook.

    2. Make sure your Chromebook is connected to WiFi

    3. At the bottom right, select the timeand then Settings .

    4. At the bottom left, select About ChromeOS.

    5. Under "Google ChromeOS," Select Check for updates.

    6. If your Chromebook finds a software update, it will start to download automatically.



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