HP Chromebook 11-v019wm Troubleshooting

The Chromebook is fully charged, but the screen doesn't illuminate when pushing the power button.

Often, it is easy to forget the troubleshooting basics during times of frustration. Before attempting any significant repairs for your device, check the following. TESTING

• Ensure that the charging cable of your Chromebook is correctly seated in the charging port. If you have depleted the battery and are attempting to charge the device, ensure the charger is securely connected to the charging port and plugged into a functioning power source. A complete circuit must be established between the charger, the Chromebook, and the power source to enable proper charging.
• Ensure that the power source your charger is plugged into is powered on. It is possible to overlook a non-functioning power source. Try plugging your Chromebook into a different power source to avoid any issues.
• Verify your charging cable is not damaged. Inspect the charging cable for any visible signs of damage or frayed wires. If you detect any damage, consider using a different line or replacing the current one.
• Verify your device's charging indicator light is functioning correctly. When connected to power, see if the charging indicator LED illuminates or changes color, indicating the charging status of your Chromebook.
• Attempt a hard reset of your Chromebook. Press and hold the power button for at least 10 seconds to discharge any built-up power and possibly resolve software glitches. Then, try powering on your Chromebook again.
• Ensure your charging port is clean. Dust or debris can sometimes accumulate in the charging port, preventing the proper connection. Use a soft brush or compressed air to clean the charging port gently.
• Check your screen Brightness. If the device keyboard lights are illuminated, then there is a chance the screen may just not be illuminating. Attempt to brighten the screen using the large gear/sun-shaped key at the top of the keyboard. Depress this button multiple times to attempt to brighten the display. If the device screen still does not illuminate, the screen may be faulty. Refer to the Touch Display Replacement Guide.
• Make sure your device is not just asleep. The device will enter sleep mode when the HP Chromebook is inactive for a predetermined time (set through Chromebook settings). To recover from sleep mode, open the lid, depress any key, or swipe a finger on the touchpad. If the device fails to turn on, the device may be stuck in sleep mode. If the device is stuck in sleep mode, perform a forced shutdown. Hold the power button for 3 seconds to allow the device to entirely turn off, and then depress the power button again to restart.

If the device has been attached to the charger for an extended time and will still not power on, the device may not be charging, or the battery is faulty. For a device not charging, refer below to Chromebook Won't Charge. If the device is charged (indicated by a steady white light next to the charging port), the device's battery may be faulty. To replace the battery, refer to the Battery Replacement Guide.

Sometimes, it's not the Chromebook but the malfunctioning display. Check with an external monitor to see if the Chromebook is working but not displaying anything.

Your Chromebook could have encountered an issue during a ChromeOS update, causing it to appear off or display a black screen. This is due to a lack of proper instructions from the software to boot up. To resolve this, you can restore ChromeOS by following this guide or the instructions below.

Note: Performing a ChromeOS recovery will erase all the data stored directly on the Chromebook.

1. Go to the Chromebook Recovery Utility website using a separate device.
2. Install the Chromebook Recovery Utility.
3. Prepare a USB recovery drive: Connect a USB flash drive (8GB minimum) to the computer and launch the Chromebook Recovery Utility. Select your Chromebook model from the list and click Continue. The utility will download the necessary recovery image to the flash drive.
4. Recover ChromeOS on your Chromebook: Insert the USB drive into the affected Chromebook. Please turn it off, hold the Esc and Refresh (F3) keys, and press power to start the recovery.
5. Follow the on-screen instructions to complete the recovery process. Your Chromebook will be restored to its original factory settings with a fresh installation of ChromeOS.

If the issue persists even after restoring ChromeOS, it may indicate a hardware problem. In such cases, continue to the next section.

Suppose your Chromebook displays a black screen even after following the troubleshooting steps mentioned earlier. In that case, there is a high likelihood of a problem with the Motherboard or the surrounding components.

1. Remove any accumulated dust or debris from inside the device for proper airflow.
2. Ensure that your device's CPU is adequately cooled. If you have recently reinstalled your heatsink, double-check that wires are securely attached and that thermal paste has been appropriately applied.
3. Reset your device's BIOS Settings by uninstalling and reinstalling the CMOS battery. This clears any potential conflicts or misconfigurations.
4. Verify that the RAM module is installed correctly and functioning properly. If the RAM module is not properly seated, try reinserting or replacing the module.
5. Perform a thorough visual inspection of the Motherboard for any signs of burns or damaged components. If you observe any visible damage, such as burns or parts that appear to be physically damaged, the Motherboard likely needs to be replaced.

The Chromebook indicates a low battery, but the light next to the charging port doesn't illuminate when the charger is plugged in.

It's easy to forget the troubleshooting basics during times of frustration. Before you start any significant repairs to your device, please check the following:

1. Check the Power Connection. Ensure that your Chromebook is correctly connected to the included charging adapter. Verify that the charging cable and a functional power outlet are securely plugged into the device.
2. Inspect the Charging Cable and Adapter. Examine the charging cable and adapter for any visible damage or frayed wires. If damaged, try another compatible charging cable or adapter.
3. Try a Different Power Outlet: Sometimes, the power outlet may be faulty. Plug your Chromebook into a different outlet to eliminate any issues with the original power source. You can test if the outlet works by plugging in a different device, like a lamp. If your wall outlet is not working, consider looking at the Electrical Repair page.
4. Verify Charging Indicator: When you plug in your Chromebook, observe if the charging indicator light (if present) lights up or changes color, as this signifies if the device is receiving power.
5. Perform a Hard Reset: Perform a hard reset by performing the following steps:
   1. Disconnect the charger from your Chromebook.
   2. Press and hold the power button for at least 10 seconds, then release it.
   3. Reconnect the charger and check if the device starts charging.

If your Chromebook is not charging, the battery might have an issue. Follow these steps to troubleshoot battery-related problems.

• Check battery level: Plug in your Chromebook for at least 15 minutes, and then check if the charging indicator lights up to show it's charging. If not, the battery might be dead or malfunctioning.
• Reset the battery: Some Chromebooks have a small pinhole reset button on the bottom or side of the device. Insert a paperclip or a similar tool into the pinhole and press gently to reset the battery.
• Check the battery's health: Unfortunately, no battery lasts forever. If you've had your Chromebook for a couple of years, there's a good chance the battery is aging. You can look at the in-depth guide for checking your Chromebook's battery health with CROSH, but the process has been outlined below.
  • From your Chromebook's desktop, press Ctrl + Alt + T simultaneously.
  • Enter the command battery_test [<Test Length>].
    • The test length is measured in seconds. If no test length amount is entered, the default test length of 300 seconds will be used.
    • Specific battery health will be given as soon as the command is entered, but additional information will be given when the test is completed.
• Replace the battery: It may need to be replaced if it does not charge or hold a charge even after trying the above steps. Refer to the Battery Replacement Guide to replace the battery.

Check that the power adapter is fully inserted into the charging port. The power adapter must be fully inserted to charge the device successfully. If the power adapter is fully plugged in, remove the power adapter from the charging port and then plug the adapter back in. Check whether the charging port indicator light is illuminated amber or white.

• Inspect the Device's Charging Port: Examine the charging port on your Chromebook for any physical damage, debris, or bent pins that may obstruct the charging process.
• Clean the Charging Port: If you notice any debris or dust in the charging port, use a dust blower or cotton swab with 90% rubbing alcohol to clean it carefully. Ensure that no foreign objects obstruct the connection between the charging cable and the port.

If you see visible damage and cleaning the port has no effect, you may be able to replace the daughterboard containing the charging port or the charging port itself.

If your Chromebook is still not charging, there may be an internal hardware or software issue.

• Use Google's Chromebook Recovery tool to restore your Chromebook. If your device is experiencing issues with the charger, it may be an issue with the Chromebook's Operating System. If so, look at our guide for creating a ChromeOS recovery USB. Thankfully, the process is straightforward, and creating the Recovery Drive shouldn't take longer than 5 minutes. You can download the tool from the Chrome Web Store.

Note: This will restore your device to the factory default and will delete all files saved to the internal storage, so ensure that any files you want to save are backed up to Google Drive or an external storage device.

• Perform a thorough visual inspection of the Motherboard. Check for any signs of burnt or damaged components. If you observe any visible damage, the Motherboard must be replaced.

The screen on the Chromebook is either black or stuck on a particular page/image.

If the device displayed a black screen on start-up or a frozen image or application during system use, perform a reset on the device. To reset the device, press the power button for 3 seconds. Once the device is shut down, press the power button to restart the device. If the device does not shut down with just the power button, a forced restart can be performed by holding the power button and refresh button while the computer is charging. The device should power off and restart after a few seconds.

Suppose the device is running slow or freezing while using specific applications. In that case, too many programs may be running at once, or an application is using up all the available RAM storage on your device. To fix this issue, run fewer applications at once, especially if using an application that requires a large amount of RAM storage. If the RAM storage is the issue, upgrade your RAM for a higher storage capacity. Refer to the Motherboard Replacement Guide to replace the RAM.

Electronic devices are designed to be kept cool. If the Chromebook seems hot to the touch, has been in a hot environment for an extended period, or shuts down on its own, the device may be overheating. If the device is overheating, the device may freeze or shut down on its own. To resolve this, take the device into a colder environment and check to ensure the vents are clear of debris. If the vents are blocked with dust or debris, the heat sink may be unable to remove the heat. Remove the debris to allow air to enter and escape through the vents. If the device continues to overheat even in colder environments, the heat sink may need to be replaced.

The volume is up, but no audio comes from the Chromebook.

Before undertaking elaborate repair steps, try some basic troubleshooting steps before going deeper into the repair process.

• Check to see if you have any External Audio Connections: If you're trying to use your device's internal speakers, then ensure you have no additional audio connections connected to your device. This includes any headphones, speakers, or USB headsets.
• Ensure that your audio device is turned on and has power. Some speakers might require more power than what can be given through the built-in headphone jack. This means a power source is needed for the speaker to function normally. If you are using a speaker that needs to be plugged in, then make sure that the speaker is powered on or is connected to power. Alternatively, if you use a Bluetooth speaker with a battery, you will want to ensure that your speaker is charged.
• Check your device's Volume and Mute Settings: Ensure that the program or website you are using is not muted or that the volume is set low. You should also ensure the volume on your Chromebook is turned up and not muted. Look for the volume icon in the system tray, adjust the volume level, and ensure that the mute option is not enabled.

If you frequently connect your Chromebook to an external speaker, there may be an issue with how your Chromebook connects to your speaker or a problem with the speaker itself.

• Check your device's sound output. You can check if your device uses the correct audio output by clicking the taskbar where the time is displayed and clicking the left-pointing arrow next to your audio slider to display the Audio settings menu. Once there, you will see a section of Audio Outputs usable for your device. Once there, ensure that the correct audio output is selected.
• Check the Bluetooth device to see if the Audio can still be heard through the device. If the Audio can still be heard through the Bluetooth device, turn the Bluetooth device off and disconnect the Bluetooth device from the Chromebook.
• Repair your Bluetooth Speakers or Headphones. If you use a set of Bluetooth headphones or a Bluetooth speaker, you can attempt to repair your Bluetooth headphones. You can check your device's Bluetooth settings by clicking the taskbar and toggling the Bluetooth Icon. Click the word 'Bluetooth' underneath the Bluetooth icon to get a list of Bluetooth devices ready to be paired, and select your Bluetooth device.

Some websites and programs have dedicated audio controls, allowing users to change the outputted Audio from the application.

• Make sure the volume of the program is turned up. Look at settings that would allow you to adjust the application's Audio.
• Check if the tab has been muted. Chrome allows the user to mute the sound coming from a tabbed webpage. If the tab is muted, sound will not play from that tab. You can unmute a tab by clicking the speaker icon that is displayed within the tab.
• See if the issue continues with a separate application. If the volume works on a different application, then try restarting the application. If this doesn't work, the application may need to be updated or repaired.
• Clear your browser's cached data. Open the Chrome browser and click the three-dot menu icon in the top-right corner, then go to Settings > Privacy and Security> Clear browsing data.

===Audio Device Settings ===

The Audio may not be heard if the wrong device is selected in settings. To change the audio output device, perform the following steps:

1. Click on the Status Tray
2. Next to the volume slider, click on the icon (maybe a pair of headphones or Bluetooth)
3. Select "Speaker (internal)"

After selecting the device, the volume may need to be readjusted.

ChromeOS might be experiencing issues with the operating system that might be causing problems with your Audio.

• Ensure that your Chromebook's operating system is up to date. Go to Settings > About Chrome OS > Check for Updates. Install any available updates.
• Recover your Operating System. If updating your device does not restore sound to your Chromebook, you can try to use a Recovery USB. You can create a recovery USB using the instructions here. This will factory reset your device and wipe any data on the device's internal storage, so be sure to move any data on the device to either an external USB storage device or to Google Drive.

If the steps above are unsuccessful, the speakers may need to be replaced. To replace the Chromebook speakers, refer to the Speaker Replacement Guide. Once inside, you are going to look for the following.

• Remove any debris or liquid damage that would restrict the movement of the speakers. Laptop speakers produce sound by causing a thin diaphragm to vibrate and disrupt the air around it to form the intended sound. If this diaphragm's movement is restricted, it won't produce sound.
• Ensure that the internal speaker is correctly connected to the logic board. Follow the connection of your speaker to where it relates to the logic board. If this connection is not seated correctly, then no sound will play from the speakers.
• Look for any visible damage that would prevent the speaker from working. If the speaker has become damaged, then there is a good chance that you will need to replace the speaker.
• Perform a thorough visual inspection of the Motherboard for any signs of burns or damaged components. If you observe any visible damage, such as burns or parts that appear to be physically damaged, the Motherboard likely needs to be replaced.

When using a Chromebook, the cursor disappears or won't respond while swiping the touchpad.

If your Chromebook is left open for extended periods or left in dusty condition, a film can cover the touchpad. When attempting to use the touchpad, the touchpad may not recognize movement due to debris. To fix this, use a compressed-air canister to blow away debris gently. A dry towel or rag can also be used to wipe away debris, but be careful not to push debris into the crevices on the side of the touchpad.

If multiple programs are running simultaneously, the computer will begin to lag. The processor gets bogged down, and the speed of the cursor slows down. Other commands or keys can also be affected by a lagging computer. If so, close some running programs and let the Chromebook rest for a few minutes. If the computer cursor is still lagging, close all the open programs and restart the device. After the computer restarts, the cursor should now be functioning correctly.

The cursor speed can be adjusted through the device's settings. This may force the cursor to move or completely freeze when swiping the touchpad. The speed of the cursor can be accessed in Settings>Devices>Touchpad>Cursor Speed.

With an external mouse connected, the device could turn off the function of the touchpad. If the mouse is connected via USB, disconnect the USB. If the mouse is connected via Bluetooth, secure power to the mouse or turn off Bluetooth in the status tray. The touchpad should generally function once the external devices are removed or disconnected from the Chromebook.

To get the cursor to reappear, swipe on the touchpad. If the cursor is still not present, try connecting an external mouse. The touchpad may be faulty if the cursor appears using an external mouse. If it doesn't appear with an external mouse, perform a forced shutdown on the Chromebook by holding the power button for 3 seconds.

If the cursor will not respond or is frozen in a location on the screen, perform a forced shutdown by holding down the power button for 3 seconds. After the computer is shut down, turn the computer back on. Try the touchpad again, and if it does not work, see if the keyboard will respond. If the keyboard works and the touchpad still doesn't respond, the touchpad is faulty and may need to be replaced.

Often, it is easy to forget the troubleshooting basics during times of frustration. Before attempting any significant repairs for your device, check the following.

• Restart your Chromebook. Restarting your device can sometimes fix temporary glitches or clear out any temporary files that might cause issues. You can restart your Chromebook by either clicking on the clock in the bottom-right corner of the screen and choosing the Restart option or pressing the Ctrl, Shift, and Refresh keys simultaneously.
• Adjust your Chromebook's screen position. By gently adjusting the position of your Chromebook's screen, we can see if a loose connection or misalignment causes the issue. If the lines change or disappear, it is likely an issue caused by the connection.

If the lines on the screen persist after the above steps, connect an external display to your device. If the lines are visible on the external display, this could indicate an issue with the operating system or your device's settings.

If the lines are not visible, your Chromebook's display may have been damaged.

ChromeOS might be experiencing issues with the operating system, causing issues with how content appears on your screen. You should check to see if an update is available for your Chromebook. You can check what version of Chrome OS your device is running by following these steps.

1. Click on the clock in the bottom-right corner of the screen.
2. Select the gear icon to open the Settings menu.
3. Scroll down and click on About Chrome OS.
4. Click on Check for updates and let the system update if any updates are available.
5. Restart your Chromebook and check if the lines on the screen persist.

If your display settings have been adjusted recently, this could cause an issue with lines appearing on your screen. Adjust each of the settings below, and see if the lines on your screen change.

• Brightness: Adjust the display's brightness to see if it affects the appearance of the lines. Sometimes, extreme brightness settings might reveal or hide certain visual artifacts.
• Screen Resolution: Experiment with different screen resolutions to see if the lines are affected. Lower resolutions might result in a less detailed display, but it can help isolate potential issues.
• Color Settings: Some display issues might be related to color calibration or settings. You can try adjusting color temperature, contrast, and saturation to see if it makes any difference.
• Display Orientation: On some Chromebooks, you can change the display orientation (landscape, portrait) in the settings. Changing the orientation might help identify if the lines are specific to a particular orientation.
• Night Light or Blue Light Filter: If your Chromebook has a night light or blue light filter feature, try enabling or disabling it to see if it affects the appearance of the lines.

You can also Powerwash your device or use a ChromeOS Recovery USB Drive to factory reset your device.

Note: This will wipe any data stored on the Chromebook and will factory reset the device. Be sure to back up any data that you want to keep onto an external storage device, or to Google Drive.

If any of the above tricks cannot resolve the issue with your Chromebook, then there is a good likelihood that your screen or other component might be physically damaged. Try these simple steps to resolve the issue.

• Inspect your display for any physical damage. This will include any large or tiny fractures in the display. If the screen is damaged, the best solution is to replace it.
• Perform a visual inspection of the display cable. If there is no visible damage to the screen, or if replacing the LCD panel has not resolved the issue, then conduct a thorough examination of the display cable and its connections. Check both the end of the display and the point where the display cable connects to the Motherboard. Look for any signs of damage, such as burns or indications of liquid damage.

If your Chromebook still has lines on the display, continue to the last section.

If your device still shows lines on the display, then there is most likely an issue with your device's Motherboard.

1. Reset your device's BIOS Settings. To reset your Motherboard's BIOS settings, you can try uninstalling and then reinstalling the CMOS battery. By doing so, any stored settings or configurations that may have become corrupted will be cleared, and the system will start with default settings. This helps eliminate potential conflicts or misconfigurations that could be causing the issue you're experiencing.
2. Verify that the RAM modules are installed correctly and functioning properly. If the RAM module is not properly seated, it can result in display issues. Try reinserting the RAM module, ensuring it is securely in place. Alternatively, you can consider replacing the RAM module with the same type to eliminate any potential RAM-related problems.
3. Perform a thorough visual inspection of the Motherboard for any signs of burns or damaged components. If you observe any visible damage, such as burns or components that appear to be physically damaged, the Motherboard likely needs to be replaced.

Before undertaking significant repairs on your device, you must go through basic troubleshooting steps. These steps can often resolve issues without the need for extensive repairs. Please ensure you check the following.

• Powered on and charged. If your Chromebook's built-in display is not displaying any content:
  • Try charging your device. This should wake it up from sleep mode and power it on.
  • Check the charging indicator light on the side. Seeing a sign of life from your computer confirms you're dealing with a screen issue.
• Screen brightness settings. Adjust the display brightness using the physical keys available on most models. Sometimes, this functionality requires combining the function key (Fn) with the brightness key.
• Select the internal display. Switch between internal and external displays by pressing the Ctrl + Maximize (F4 or F5) keys. Use this key combination to ensure the internal screen is selected for content output.
• Disconnect all external USB devices connected to your Chromebook. Disconnect any external devices; you can eliminate them as potential sources of the issue.
• Perform a power cycle on your device to resolve potential software-related issues. Restarting your device can terminate any problematic programs causing the issue.
  • You can perform a power cycle by simultaneously pressing and holding the power and refresh keys.

If the battery is dead and your device is not receiving power, it will not display any content on the screen. This could indicate a problem with your device's charging adapter. Verify the following to ensure your device receives power from the charger.

• The outlet you're plugging into is outputting power. Fuses can go out, and outlets can suddenly stop providing power. Check that another appliance can pull sufficient power from the outlet, or move your charger to an outlet you know works.
• Check if the Status LED of your device illuminates. You can rely on the Status LED for passive cooling systems to determine whether the unit receives sufficient power.

If you cannot hear the device's cooling system and the Status LED does not illuminate, try using a known undamaged charging adapter to plug in your device. The LED indicator light should turn on immediately after connecting the Chromebook to power. If the screen only turns on when the device is connected to power, there is likely an issue with the battery.

When using an external display with your Chromebook, it is typical for the operating system to keep trying to communicate with the external display even after it has been disconnected. This can result in display-related issues or errors.

1. Connect your Chromebook to an external monitor or TV using the available outputs. This will allow you to test the functionality of ChromeOS on the external display.
2. Switch from the main display to the external display. To switch the show from an external display back to the main screen, press the Ctrl + Maximize (F4 or F5) keys.

If you have verified that ChromeOS is working correctly with the external display but fails to switch back to the main screen, the primary display is likely defective or broken.

To address any potential software issues causing your device to have trouble detecting the internal display, you can attempt to restore ChromeOS using a recovery disk. The instructions for creating a ChromeOS recovery disk are provided below, and an in-depth guide can be found here. An empty USB drive with at least 8 GB of storage is required.

1. Install the Chromebook Recovery Utility Extension: Open Google Chrome and install the Chromebook Recovery Utility Extension from the Chrome Web Store. Click on the extension and follow the on-screen instructions.
2. Prepare Chromebook for Recovery: Turn off your Chromebook and ensure it's connected to a power source. Press the Esc + Refresh (F3) keys simultaneously, then press the Power button. Release the Power button when the Chromebook starts, but continue holding Esc + Refresh until you see a screen prompting you to insert the recovery disk.
3. Recover ChromeOS: Insert the previously created recovery disk into your Chromebook and follow the on-screen instructions to initiate the ChromeOS recovery process. This will reinstall the operating system and can resolve software-related problems that may be causing the black screen issue.
4. Follow System Setup: After completing ChromeOS recovery, follow the on-screen instructions to set up your Chromebook as you would during the initial setup. Check if the black screen issue is resolved.

If the issue persists after restoring ChromeOS, proceed to the more in-depth troubleshooting steps below.

If your Chromebook is not powering on or showing signs of life, the issue may be related to the battery. Follow these steps to troubleshoot battery-related problems.

1. Check Battery Level: Connect your Chromebook to the charger and allow it to charge for at least 15 minutes. After that, check if the charging indicator light confirms that the device is charging.
2. Reset the Battery: On certain Chromebooks, you may find a small pinhole reset button on the bottom or side of the device. To reset the battery, insert a paperclip or similar tool into the pinhole and press gently. Afterward, attempt to power on the Chromebook and check if the issue is resolved.
3. Replace the Battery: If resetting the Chromebook hasn't worked, and you aren't seeing any signs of life from your device, it's probably not turning on due to a faulty battery component.

If the Chromebook still does not power on, proceed to the next section.

If your Chromebook works with an external display but not with the attached display, it suggests damage to the screen. To check if the display might be faulty, follow these steps.

1. Power off your Chromebook. Be sure to remove any peripherals or power sources.
2. Carefully inspect the internal display for physical damage. This includes any significant or small cracks or any liquid damage. Checking from different angles can help spot hairline cracks as they catch in the light.

In most Chromebooks, the internal display is located beneath the display bezel. A cable sends signals to the LCD panel from the logic board. If this cable is disconnected or damaged, the display may not work.

• Ensure that the internal display is securely connected to the motherboard via the display cable. Ensure the display cable is securely plugged into the LCD panel and motherboard. If the cable appears loose, reconnect it carefully. After reconnection, test the display to see if the content appears correctly on the LCD panel.
• Perform a visual inspection of the display cable. If no visible damage is apparent, thoroughly examine the display cable connections. Check both the end of the display and the point where the display cable connects to the motherboard. Look for any signs of damage, such as burns or indications of liquid damage. If any damage is found, try to source a new display cable and replace it.

If you don't find any issues during the display and display cable inspection, proceed to the final section for further troubleshooting.

Suppose your Chromebook displays a black screen even after following the troubleshooting steps mentioned earlier. In that case, there is a high likelihood of a problem with the motherboard or the surrounding components.

1. Ensure that your device's CPU is adequately cooled. If you have recently reinstalled your heatsink, double-check that it is correctly attached to your CPU and that the CPU has the appropriate amount of thermal paste applied. Proper cooling is essential to prevent overheating and ensure optimal performance.
2. Remove any accumulated dust or debris from the internal components of your device. It is crucial to maintain proper airflow within your device. Dust or debris can hinder the cooling process, potentially causing issues with the operating system. Regularly cleaning the internals of your device helps prevent excessive heat generation and ensures optimal performance.
3. Reset your device's BIOS Settings. To reset your motherboard's BIOS settings, you can try uninstalling and then reinstalling the CMOS battery. By doing so, any stored settings or configurations that may have become corrupted will be cleared, and the system will start with default settings. This helps eliminate potential conflicts or misconfigurations that could be causing the issue you're experiencing.
4. Verify that the RAM module is installed correctly and functioning properly. If the RAM module is not properly seated, it can result in display issues. Try reinserting the RAM module, ensuring it is securely in place. Alternatively, you can consider replacing the RAM module with the same type to eliminate any potential RAM-related problems.
5. Perform a thorough visual inspection of the circuit boards for any signs of burns or damaged components. Suppose you observe any visible damage, such as burns or parts that appear to be physically damaged. In that case, the board likely needs to be replaced, especially if it's the board carrying the display cable connector.

Before undertaking significant repairs on your device, you must go through basic troubleshooting steps. These steps can often resolve issues without the need for extensive repairs. Please ensure you check the following.

• Ensure that your USB device is on and not faulty. Sometimes, the issue could be with the USB device, not the Chromebook. Be sure to test the USB devices on another device to confirm if they work correctly. You should also try connecting different USB devices to your Chromebook to see if the issue persists. Some large storage devices might also require a separate power source, so ensure your USB device is powered on or connected to power. If you find the issue with your USB device, try seeing if the device is in our Computer Hardware Section.
• Test the USB device with a different USB port. You can determine if the port is faulty by testing your USB device with a different USB port. If the USB device does not connect with your device, then the likely culprit is the USB device itself. Otherwise, the USB port on your Chromebook is the culprit.
• Make sure that both ends of the USB device are seated correctly. A proper connection is needed to plug your device into your Chromebook's USB port. Try reseating the USB end of your device into your Chromebook's USB port, and ensure the connection does not feel loose. If your USB device plugs into the USB device, ensure that this end is connected correctly.
• Restart your Chromebook. Restarting your Chromebook will clear out any problematic temporary files and reset any software components that might not be responsive. To restart your Chromebook, click on the system tray, select the power icon, and choose Restart. You can restart your Chromebook by pressing the Esc + Refresh (F3) keys simultaneously and then pressing the Power button.

Assuming the USB device you are attempting to use is a storage device, it is essential to remember that only some storage formats are compatible with Chrome OS. If your USB runs in an unsupported format, your storage drive won't work. The following supported file formats are listed below.

• FAT (FAT16, FAT32, exFAT)
• HFS+ (read-only on journaled HFS+)
• ISO9660 (read-only)
• MTP
• NTFS (Supported for ChromeOS after 2021)
• UDF (read-only)

If your storage device is not one of the listed file formats, you can format your drive using the following steps.

1. Open Explorer.
2. Right-click on the USB drive and select Format from the context menu.
3. In the File System option, choose a supported format.
4. Click on the Format button.

If converting your storage device could not fix the problem, or if this section does not apply, try the next section.

If you cannot use the USB ports on your Chromebook, there may be an issue with the physical hardware.

• Ensure that your USB Ports are clean and free of debris. USB devices rely on several metal pins that must properly contact the pins inside the USB connector. If dust or debris has gotten into the USB port, then this could cause the connection between the pins not to be complete. You can use a dust blower and 90% rubbing alcohol to clean out the port.
• Perform a thorough visual inspection of the USB Ports on your Chromebook. If your USB port has become damaged, then this can cause issues with how your USB device connects to your Chromebook. Perform a visual inspection of your Chromebook's USB ports, looking for any breaks in the plastic support tang or bent or broken contacts. If either of these is broken, you must replace the port or the board the port is connected to.

If there is no accumulated dust or visible damage in your USB ports, move to the next section.

If the above tips cannot resolve the issue, there might be an underlying issue with your device's operating system. Here are a few issues that might be causing your issue and how you can resolve them.

You can check if your operating system is outdated by going to Settings > About Chrome OS > Check for Updates. Install any available updates. Updates often include bug fixes and often contain performance improvements for your operating system.

If updating your device could not resolve the issue, you might need to Powerwash your device. You can do this in a few ways, but the easiest way of Powerwashing your Chromebook is with the instructions below.

Note: This will factory reset your device, so be sure to back up all your data to either Google Drive or an external storage device.

Additional information on Powerwashing your device can be found here.

1. Sign out of your Chromebook by clicking on your profile picture in the bottom right corner of the screen and selecting Sign Out. (You'll need to be at the login screen.)
2. Press the following key combination on the login screen: Ctrl + Shift + Alt + R Twice.
3. A dialog box will appear, asking you to confirm that you want to Powerwash your Chromebook. Click on the Powerwash button to continue.
4. Follow the on-screen instructions to complete the Powerwash process. Your Chromebook will be factory reset.
5. After the Powerwash is complete, your Chromebook will start as if it were a new device. Follow the on-screen instructions to set up your Chromebook, including connecting to a WiFi network and signing in with your Google Account. Once this is done, check if you can use your USB devices.

Alternatively, you can completely restore ChromeOS using Google's ChromeOS Recovery Tool. This tool can address any potential software issues causing your device to have trouble seeing your USB devices. The instructions for creating a ChromeOS recovery disk are below, but an in-depth guide can be found here. An empty USB drive with at least 8 GB of storage is required.

1. Install the Chromebook Recovery Utility Extension: Open Google Chrome and install the Chromebook Recovery Utility Extension from the Chrome Web Store. Click on the extension and follow the on-screen instructions.
2. Prepare Chromebook for Recovery: Turn off your Chromebook and ensure it's connected to a power source. Press the Esc + Refresh (F3) keys simultaneously, then press the Power button. Release the Power button when the Chromebook starts, but continue holding Esc+ Refresh until you see a screen prompting you to insert the recovery disk.
3. Recover ChromeOS: Insert the previously created recovery disk into your Chromebook and follow the on-screen instructions to initiate the ChromeOS recovery process. This will reinstall the operating system and can resolve software-related problems that may be causing the black screen issue.
4. Follow System Setup: After completing ChromeOS recovery, follow the on-screen instructions to set up your Chromebook as you would during the initial setup. Check if you can use your USB device.

If the above sections have been unable to resolve the issue, then there could be the possibility that there may be an issue with your device's internal components.

• Perform a thorough visual inspection of the motherboard for any signs of burns or damaged components. If you observe any visible damage, such as burns or components that appear to be physically damaged, the motherboard likely needs to be replaced.

Before diving into advanced troubleshooting, use these essential tips to ensure proper WiFi connectivity.

1. Check WiFi Signal: Verify that your Chromebook is within a functioning WiFi network range. Ensure you are in the router's range and no physical obstructions are blocking the signal.
2. Ensure WiFi is Enabled on your device: Press the WiFi key (usually represented by an antenna icon) on your Chromebook's keyboard to ensure WiFi is enabled. You can also check by clicking on the system tray in the bottom-right corner of the screen and ensuring the WiFi icon is turned on.
3. Check for Airplane Mode: Make sure your Chromebook is not in Airplane Mode, which disables all wireless connections. Disable Airplane Mode by clicking on the system tray and turning off the Airplane Mode icon.
4. Double-check WiFi Password: If you connect to a password-protected WiFi network, ensure you enter the correct password. Pay attention to uppercase and lowercase letters, special characters, and spaces.
5. Test with Another Device: Verify if other devices can connect to the same WiFi network. If other devices are also experiencing connectivity issues, the problem may lie with the WiFi network itself.
6. Restart your Chromebook and the Router: A simple restart can sometimes resolve temporary connectivity issues with both devices.

ChromeOS sometimes has issues connecting to a network if your device is automatically assigned an IP address. This issue can be resolved by forgetting the WiFi network and then reconnecting to it.

1. Click on the WiFi Icon: Click on the WiFi icon in the system tray to open the network list.
2. Find the Affected WiFi Network: Locate the WiFi network that your Chromebook is having trouble connecting to. Click on the network name to expand the connection options.
3. Click on "Forget": Once the connection options are expanded, click the "Forget" button next to the network name. This will remove the network from your saved list.
4. Reconnect to the Network: After forgetting the network, click the WiFi icon again and select the network from the list. Enter the correct password and attempt to connect.
5. Check Connection: Once connected, check if your Chromebook can access the internet through the WiFi network.

If a cached file becomes corrupted, it can cause issues connecting to your network. Clearing the WiFi network data can help resolve issues with saved network settings. Follow these steps:

1. Open Settings: Click on the system tray and the gear-shaped "Settings" icon to open the Chromebook settings.
2. Expand "Advanced": Scroll down and click on the "Advanced" section to reveal additional settings.
3. Click on "Privacy and Security": Under the Advanced section, click "Privacy and Security" to access related settings.
4. Click on "Clear Browsing Data": In the Privacy and Security section, click "Clear Browsing Data" to open the data clearing options.
5. Choose WiFi Networks: In the Clear Browsing Data settings, check the "Cookies and other site data" option. Uncheck any other options that you don't want to clear.
6. Click on "Clear Data": Once the desired options are selected, click the "Clear Data" button to clear the WiFi network data.
7. Reconnect to the Network: After clearing the data, attempt to reconnect to the WiFi network and check if the issue is resolved.

If the previous steps didn't resolve the WiFi connectivity issue, you can attempt to Powerwash your Chromebook. You can do this in a few ways, but the easiest way of Powerwashing your Chromebook is with the instructions below. This will factory reset your device, so back up all your data to either Google Drive or an external storage device.

1. Sign out of your Chromebook by clicking on your profile picture in the bottom right corner of the screen and selecting "Sign out." (You'll need to be at the login screen)
2. Press the following key combination on the login screen: Ctrl + Shift + Alt + R Twice.
3. A dialog box will appear, asking you to confirm that you want to Powerwash your Chromebook. Click on the "Powerwash" button to continue.
4. Follow the on-screen instructions to complete the Powerwash process. Your Chromebook will be factory reset.
5. After the Powerwash is complete, your Chromebook will start as if it were a new device. Follow the on-screen instructions to set up your Chromebook, including connecting to a WiFi network and signing in with your Google Account.

Alternatively, you can completely restore ChromeOS using Google's ChromeOS Recovery Tool. This tool can address any potential software issues causing your device to have trouble seeing your network. The instructions for creating a ChromeOS recovery disk are below, but an in-depth guide can be found here. An empty USB drive with at least 8 GB of storage is required.

1. Install the Chromebook Recovery Utility Extension: Open Google Chrome and install the Chromebook Recovery Utility Extension from the Chrome Web Store. Click on the extension and follow the on-screen instructions.
2. Prepare Chromebook for Recovery: Turn off your Chromebook and ensure it's connected to a power source. Press the Esc + Refresh (F3) keys simultaneously, then press the Power button. Release the Power button when the Chromebook starts, but continue holding Esc+ Refresh until you see a screen prompting you to insert the recovery disk.
3. Recover ChromeOS: Insert the previously created recovery disk into your Chromebook and follow the on-screen instructions to initiate the ChromeOS recovery process. This will reinstall the operating system and can resolve software-related problems that may be causing the black screen issue.
4. Follow System Setup: After completing ChromeOS recovery, follow the on-screen instructions to set up your Chromebook as you would during the initial setup. Check if the black screen issue is resolved.

If the issue persists after restoring ChromeOS, proceed to the more in-depth troubleshooting steps below.

Sometimes, the device's internal WiFi card might be experiencing an issue. Before opening the device up, be sure to check the following.

• Restart the network card: Press the refresh key (usually located where the F3 key would be) and tap the power key. Release the keys once your Chromebook restarts. This will refresh the network card and may resolve any temporary issues.
• Update network card drivers: Ensure your Chromebook's operating system is current. Go to "Settings" > "About Chrome OS" > "Check for Updates." Install any available updates, including updates for network drivers.
• Test with an external Wireless Adapter: Using a wireless adapter, you can ensure your device can reach the network and determine if your WiFi card needs replacing. However, if you cannot reach the WiFi with an external adapter, there is likely an issue with your device's Motherboard.
• Replace the Network Card: If all else fails, you can replace your device's network card and see if your device can detect your wireless network.

If these steps have failed, there is most likely an issue with your device's motherboard.

Suppose your device is still not seeing your wireless network after following the troubleshooting steps mentioned earlier. In that case, there is a high likelihood of a problem with the motherboard or the surrounding components.

1. Reset your device's BIOS Settings. To reset your motherboard's BIOS settings, you can try uninstalling and then reinstalling the CMOS battery. By doing so, any stored settings or configurations that may have become corrupted will be cleared, and the system will start with default settings. This helps eliminate potential conflicts or misconfigurations that could be causing the issue you're experiencing.
2. Perform a thorough visual inspection of the motherboard for any signs of burns or damaged components. If you observe any visible damage, such as burns or components that appear to be physically damaged, the motherboard likely needs to be replaced.

It's easy to forget the troubleshooting basics during times of frustration. Before attempting any significant repairs for your device, check the following.

• Close Unnecessary Tabs and Applications: Multiple open tabs and applications can consume system resources and impact performance. Keep only the essential ones open. You can see which applications use many resources using ChromeOS's Task Manager by tapping the Search button and Esc on your keyboard.
• Restart Your Chromebook: Restarting your Chromebook will clear out any problematic temporary files and reset any software components that might not be responsive. To restart your Chromebook, click on the system tray, select the power icon, and choose Restart. You can restart your Chromebook by pressing the Esc + Refresh (F3) keys simultaneously and then pressing the Power button.
• Check Your Internet Connection: If you notice that web-based applications are particularly sluggish, there might be a good chance of an issue with your network connection.

Insufficient storage space can significantly impact the performance of your Chromebook. While Chromebooks are marketed as a cloud-based solution, they do have an internal storage system where you can store files locally. Ideally, you would want to ensure that the number of files you keep does not exceed 80% of your total disk space. To check your local storage, check the following.

1. Click on the system tray.
2. Select the gear icon to open the Settings menu
3. Go to Storage. Ensure that you have enough free space available.

Consider deleting unnecessary files or offloading them to an external storage device or Google Drive if the storage is nearly full. You can also remove unused User Accounts from the device to free up storage space.

Note: While the actual Google Account or any information connected to this account — like bookmarks — won't be deleted, files that are stored on your Chromebook will be deleted.

One of the reasons that your Chromebook could be running slowly could be due to several different issues caused by the operating system.

• Potential Issue caused by Cached Data: If a cached file becomes corrupted, or enough of them are stored, then it can cause your system to become slow. You can clear your browsing data by following the below steps.
  • Open Settings: Click on the system tray and the gear-shaped "Settings" icon to open the Chromebook settings.
  • Expand "Advanced": Scroll down and click on the "Advanced" section to reveal additional settings.
  • Click on "Privacy and Security": Under the Advanced section, click "Privacy and Security" to access related settings.
  • Click on "Clear Browsing Data": In the Privacy and Security section, click "Clear Browsing Data" to open the data clearing options.
• Outdated Operating System: You can check if your operating system is outdated by going to Settings > About Chrome OS > Check for Updates. Install any available updates. Updates often include bug fixes and often contain performance improvements for your operating system.

Disabling or removing unnecessary extensions can significantly improve the speed and performance of your Chromebook. Each extension you have installed on your Chromebook consumes system resources such as CPU, memory, and disk space. You can check and disable your extensions by doing the following.

1. Click on the three-dot menu icon in the top-right corner of the Chrome browser.
2. Go to More Tools > Extensions.
3. Disable or remove any unnecessary or unused extensions that might consume system resources and slow down your Chromebook.

Some extensions run continuously in the background and collectively contribute to increased resource usage, which can slow down your Chromebook. Disabling or removing unnecessary extensions can reduce the overall resources consumed, allowing your device to allocate its resources more efficiently.

ChromeOS is designed to be secure and virtually immune to viruses. However, they are still very susceptible to malware, which can cause issues with processing speeds. This is why it's always a good idea to ensure your device is free from malware or unwanted software by doing the following.

1. Open the Chrome browser.
2. Click on the three-dot menu icon in the top-right corner.
3. Go to Settings and scroll down to the Privacy and Security section.
4. Click on Security.
5. Under the Security section, click on Check for malicious software.

You can also factory reset your device by performing a Powerwash. Ideally, you would want to save your data onto an external USB storage device or Google Drive before doing this, as this will reset the computer to the factory default state.

1. Open the Chrome browser.
2. Click on the account picture or initials in the bottom-right corner.
3. Click on Settings.
4. Scroll down and click on Advanced.
5. Under the Reset settings section, click on Powerwash.
6. Follow the on-screen instructions to complete the powerwash process.

Performing a powerwash can help resolve more complex issues, including persistent performance problems, software conflicts, or system errors.

Note: Powerwashing will erase all your data, so it's crucial to back up any important files before proceeding.

Often, it is easy to forget the troubleshooting basics during times of frustration. Before attempting any significant repairs for your device, check the following.

• Make sure that your device is oriented correctly. If your device is not the 2-in-1 tablet model, you will need to ensure that your device is correctly orientated to be used (I.e., the bottom of the keyboard is flat, and the screen is parallel to you).
• Make sure that the orientation lock is not on. If your device is a 2-in-1 model, then there is the possibility that your orientation has been locked.

If neither of these solutions resolves this issue, then continue to the more in-depth troubleshooting tips.

In some cases, this issue occurs when a specific set of keys are accidentally pressed — typically in the case of children who mash the keyboard or when a cat or other small animal lies on the keyboard. This feature is a regular feature of ChromeOS and is thankfully easy to resolve by following the below steps.

1. Press and hold the CTRL + Shift keys and the Refresh key (circle with arrow) to rotate the screen 90 degrees clockwise.
2. Repeat Step One until your screen is orientated correctly.

You can adjust your screen rotation in your Chromebook's settings using the following steps.

1. Click on the clock in the bottom-right corner of the screen.
2. Select the gear icon to open the Settings menu.
3. Scroll down and click on Advanced to expand the advanced settings.
4. Under the Device section, click on Displays to access the display settings.
5. Look for the Rotation option and ensure it is set to Standard or 0 degrees.
6. Adjust it to the correct setting if it is set to a different rotation.

In addition to adjusting the settings, you can reset your display to its factory default settings using the following steps.

1. In the display settings menu, scroll to the bottom and click Reset to Default.
2. Confirm the action when prompted.
3. This will reset all display settings, including the screen orientation, to their default values.

If these tips cannot resolve the issue, try the next section.

If the above tips cannot resolve the issue, there might be an underlying issue with your device's operating system. One of the things you can do to fix this issue is to Powerwash your device. You can do this in a few ways, but the easiest way of Powerwashing your Chromebook is with the instructions below.

Note: This will factory reset your device, so be sure to back up all your data to either Google Drive or an external storage device.

1. Sign out of your Chromebook by clicking on your profile picture in the bottom right corner of the screen and selecting "Sign out." (You'll need to be at the login screen)
2. Press the following key combination on the login screen: Ctrl + Shift + Alt + R Twice.
3. A dialog box will appear, asking you to confirm that you want to Powerwash your Chromebook. Click on the "Powerwash" button to continue.
4. Follow the on-screen instructions to complete the Powerwash process. Your Chromebook will be factory reset.
5. After the Powerwash is complete, your Chromebook will start as if it were a new device. Follow the on-screen instructions to set up your Chromebook, including connecting to a WiFi network and signing in with your Google Account.

Alternatively, you can completely restore ChromeOS using Google's ChromeOS Recovery Tool. This tool can address any potential software issues causing your device to have trouble seeing your network. The instructions for creating a ChromeOS recovery disk are below, but an in-depth guide can be found here. An empty USB drive with at least 8 GB of storage is required.

1. Install the Chromebook Recovery Utility Extension: Open Google Chrome and install the Chromebook Recovery Utility Extension from the Chrome Web Store. Click on the extension and follow the on-screen instructions.
2. Prepare Chromebook for Recovery: Turn off your Chromebook and ensure it's connected to a power source. Press the Esc + Refresh (F3) keys simultaneously, then press the Power button. Release the Power button when the Chromebook starts, but continue holding Esc+ Refresh until you see a screen prompting you to insert the recovery disk.
3. Recover ChromeOS: Insert the previously created recovery disk into your Chromebook and follow the on-screen instructions to initiate the ChromeOS recovery process. This will reinstall the operating system and can resolve software-related problems that may be causing the black screen issue.
4. Follow System Setup: After completing ChromeOS recovery, follow the on-screen instructions to set up your Chromebook as you would during the initial setup. Check if the black screen issue is resolved.