STSI Notes

Bluetooth doesn't work

Can't connect to Bluetooth Make sure that your Bluetooth device is supported and fully charged. Make sure you've entered your Bluetooth PIN correctly. Turn off Bluetooth, then turn it back on. Recover your Chromebook. Can connect, but Bluetooth keeps dropping Make sure that your Bluetooth device is supported and fully charged. On your Chromebook, turn off Bluetooth, then turn it back on. Move the Bluetooth device and your Chromebook closer together. Move your Bluetooth device away from other wireless devices and appliances. Close browser tabs and apps you're not using. If Bluetooth still doesn't work, contact the manufacturer of your Bluetooth device for more help.

Chromebook is slow

Check for system updates. If any updates are available, install them. Tip: Use Diagnostics to troubleshoot your issue with the CPU. If you still have trouble after these steps, contact your Chromebook manufacturer.

Chromebook won't turn on or won't charge

First, check if the battery is charging by plugging your Chromebook into a power outlet. (Usually, you'll see a light turn on.) If your Chromebook is charging, let it charge for at least 30 minutes. If it still won't turn on, recover your Chromebook. If your Chromebook still isn't charging: Check if the charger or adapter cables are completely plugged in, both to your Chromebook and the wall. Make sure that the power outlet is working. Unplug your charger from the wall and your Chromebook. Plug your charger back in to your Chromebook, then the wall. Charge the device for at least 30 minutes. If these steps don't fix the problem, reset your Chromebook. Tip: Use Diagnostics to troubleshoot your issue with the battery. If you still have trouble after these steps, contact your Chromebook manufacturer.

Battery won't charge

First, check that: The charger or adapter cables are completely plugged in, both to your Chromebook and the wall. The power outlet is working. If your Chromebook still won't charge: Unplug your charger from the wall and your Chromebook. Plug your charger back in to your Chromebook, then the wall. Charge the device for at least 30 minutes. If the battery still won't charge, reset your Chromebook hardware. Tip: Use Diagnostics to troubleshoot your issue with the battery. If you still have trouble after these steps, contact your Chromebook manufacturer.

Keyboard doesn't work

Fix problems with your keyboard If the volume or brightness keys don't work, you might be at the upper or lower limit for that setting. If the backward or forward buttons don't work, check if the same icons in a browser window are grayed out. For example, if the back button on a web page is gray, the browser isn't aware of a page to move backward to. If you have other problems with your keyboard, try these steps: Turn off the Chromebook and then turn it back on. Use the keys while you browse as a guest. If the keys work, delete the account that has the problem on your Chromebook and then add it again. Complete a hard reset on your Chromebook hardware. If the owner account has problems, perform a factory reset on the Chromebook. If you still have trouble after trying these steps, contact your Chromebook manufacturer. Troubleshoot issues with the keyboard On your computer, open Settings . In the search bar, enter diagnostics. From the dropdown, select Diagnostics Input The internal keyboard. Select Test. Follow the on-screen instructions. Tips: Be sure to stay in the same window while you test. If you leave the window, you'll receive a message that says, "Keys aren't tested when you're using another window." The test can't continue until you return. If you continue to have problems, contact your Chromebook manufacturer.

Touchpad doesn't work

Fix touchpad problems If your touchpad stops working, try these steps: Make sure there is no dust or dirt on the touchpad. Press the Esc key several times. Drumroll your fingers on the touchpad for ten seconds. Turn your Chromebook off, then back on again. Perform a hard reset. If you have more than one account on your Chromebook, delete the account that has problems with the touchpad, then re-add the account. If none of these steps work, contact your Chromebook manufacturer.

Touchscreen doesn't work

Fix touchscreen problems If your touchscreen isn't working, try these steps. Test after each step to see whether your touchscreen works. Wipe off any dust or dirt on your touchscreen. Reset your Chromebook hardware. Reset your Chromebook to factory settings. If these steps don't fix the problem, contact your Chromebook manufacturer.

Webpage won't open

If the site needs certain credentials to sign in or open the page, contact the site's administrator for help. If the site doesn't require certain credentials: Check if the site is down for everyone. If you're using a proxy, make sure it's set up correctly. Clear your cache. Clear your DNS cache:Open Chrome .Go to chrome://net-internals/#dnsClick Clear host cache. If the site still won't open, contact the site's administrator. Tip: Use Diagnostics to troubleshoot your issue with memory. If you still have trouble after these steps, contact your Chromebook manufacturer.

System update causes error

If your Chromebook is connected to mobile data, connect it to Wi-Fi or Ethernet instead, then try downloading the update. Turn off your Chromebook, then turn it back on. Reset your Chromebook. Recover your Chromebook.

System update won't download

If your Chromebook is connected to mobile data, connect it to Wi-Fi or Ethernet instead, then try downloading the update. Turn off your Chromebook, then turn it back on. Reset your Chromebook. Recover your Chromebook. Tip: Use Diagnostics to troubleshoot your issue with memory. If you still have trouble after these steps, contact your Chromebook manufacturer.

Camera doesn't work

If your camera isn't working, or if you see a message that says "No camera found": Turn off your Chromebook, then turn it back on. Try to use the camera in another app, like Google Meet. If it works in that app, uninstall the app where it doesn't work, then reinstall the app. Reset your Chromebook. Recover your Chromebook. If you're still having trouble after trying these steps, contact your Chromebook manufacturer.

Sound doesn't work

Make sure sound isn't muted:At the bottom right, select the time.Adjust the volume using the slider. Change the sound input or output:At the bottom right, select the time.Next to the volume slider, select the Right arrow .Change where sound comes from (output) or where you speak into (input). Unplug audio devices (like headphones or speakers) from your Chromebook. Reset your Chromebook. Recover your Chromebook. If you're still having trouble after trying these steps, contact your Chromebook manufacturer.

Chromebook turns off, then back on, over and over again

Recover your Chromebook. Tip: Use Diagnostics to troubleshoot your issue with memory. If you still have trouble after these steps, contact your Chromebook manufacturer.

"ChromeOS is missing or damaged"

Recovery option 1: Use the Internet On your Chromebook, select Recover using internet connection and follow the on-screen instructions. Shortly after you complete the instructions, your computer automatically restarts to complete recovery. Important: If you decide to choose a different recovery method at any point while you work on the instructions, press and hold Esc + Refresh , then press Power . If your computer doesn't have internet access or the option to recover with the internet doesn't appear, you may be on an older Chromebook that doesn't support this feature. Continue to "Recovery option 2: Use USB drive." Recovery option 2: Use USB drive Step 1: Collect these devices Step 2: Download a new copy of the OS Step 3: Begin recovery Make sure the recovery extension is turned on Optional: Reuse your USB flash drive

"Aw, snap!"

Reload the page Usually, you can reload the page to fix the error. At the top left, click Reload . If that didn't work... Step 1: Check your internet connection Make sure your computer's connected to Wi-Fi or a wired network. Try reloading the tab with the error. Step 2: Clear your cache Chrome might have information stored that's stopping the page from loading. Open the page in an Incognito window On your computer, open Chrome. At the top right, click More New Incognito window. In the Incognito window, try opening the page. If it opens, clear your cache and cookies. Clear your cache and cookies At the top right, click More More tools Clear browsing data. Next to "Time range," select All time. Select Cached images and files and Cookies and other site data. Deselect the other types of data. Click Clear data. Try reloading the tab with the error. Step 3: Close other tabs, extensions, & apps Your device may have run out of memory, and can't load the site while also running your apps, extensions, and programs. Free up memory:Close every tab except for the one that's showing the error message.Quit other apps or programs that are running, and pause any app or file downloads.Uninstall unnecessary extensions from Chrome. At the top right, click More More tools Extensions. On extensions you don't use, click Remove. Try reloading the tab with the error. Still not working? Step 4: Restart your computer Step 5: Update Chrome Step 6: Check for unwanted software Page loading error codes and issues

Can't connect to monitor

Troubleshoot connection issues If you use a USB-C cable to connect your Chromebook to a monitor or docking station, the cable's speed must be fast enough to support the connection. If you try to connect with a USB-C cable and the monitor doesn't respond, or you receive a "Cable may not support displays" message, try these steps.

Tabs refresh constantly

Your Chromebook might be running low on memory. To fix this problem: Close any browser tabs you're not using. Turn off your Chromebook, then turn it back on. Open the Task Manager (press Shift + Esc). Close any apps or windows you're not using. Try turning off some of your extensions:Open Chrome .At the top right, click More .Choose More tools Extensions.Review your list of extensions. Turn off extensions you don't need. Tip: Use Diagnostics to troubleshoot your issue with memory. If you still have trouble after these steps, contact your Chromebook manufacturer.

Chromebook crashes or freezes

f your Chromebook is crashing or freezing: Turn off your Chromebook, then turn it back on. Close all your apps and browser windows. If a specific tab in your browser causes your Chromebook to crash or freeze, hard refresh the page: Ctrl + Shift + r. If you've installed any new apps or extensions recently, uninstall them. Reset your Chromebook. Recover your Chromebook. Tip: Use Diagnostics to troubleshoot your issue with memory. If you still have trouble after these steps, contact your Chromebook manufacturer.