Broken chromebook FAQs

1. Won't charge

   1. Plug in for at least 15 minutes and try again.  If no light shows up near the charging port, it may be broken.

2. Won't turn on

   1. Plug in and let it charge over night.  

3. Gives error when trying to do MAP testing

   1. Update the chromebook in Settings > About Chrome.

4. Internet connection issues

   1. Power wash(details below) or try in a different location.  Try joining the Guest network and see if that fixes it.

5. Broken screen

   1. Label issue and send in for repairs

6. Minor damage to case/body

   1. Keep using it on site unless it poses a danger to the user.  Tech cannot repair minor damage to the body of the chromebook case.

7. When in doubt, try powerwashing before sending back to tech. This can fix camera and keyboard issues, as well as storage space issues.  

Power Washing a Chromebook

If you have the Chromebook:

Factory reset (Powerwash) your Chromebook

1. Sign out of your Chromebook.

2. Press and hold Ctrl + Alt + Shift + r.

3. Select Restart.

4. In the box that appears, select Powerwash. Continue.

5. The Chromebook will reset then ask for a network connection.  On campus you can use the "Guest" wireless network.  You will be prompted to agree to the terms of use.  You must agree to continue.

   1. 1. 1. 1. 1. If you are not prompted to agree to the "Guest" WIFI terms of us the Chromebook will not connect to the network.  You will see a message that say google can not be contact on this network.  You will need to re-Powerwash using this procedure. 

               2. Power off the Chromebook

               3. Press and hold Escape + Refresh + Power until you see a screen saying "Chrome OS is missing or damaged".

               4. Press Control + D

               5. Press Enter twice and the Chromebook should PowerWash again putting you back to step 5.

6. Follow the steps that appear to re-enroll the Chromebook. 

If the Chromebook is elsewhere.

Video instructions if needed: https://youtu.be/0PT3Nt8-gUI

1. Get the name or serial number of the device.

2. Make sure it is on and connected to the network.

3. Login to the Google Admin Console.  https://admin.google.com

4. On the menu go to Devices - Chrome - Devices

5. Make sure the "Include all organizational units" Checkbox is checked.

6. Search for the Chromebook you want to reset.

7. Click on the device then select reset.

8. Select "Factory Reset"  and check the box "I understand this will remove data from the device...".   This is not a problem as our Chromebooks are set to keep all data in the cloud.

9. The Chromebook will reboot and need to be re-enrolled in the domain. 

10. Choose "Lets go" on the welcome screen.

11. Choose the Guest network.  The Chromebook will change to the PASD network when enrollment is finished.

12. Agree to the terms of service

13. Agree to the Ruckus "Terms of Use"

14. After the machine checks for updates (could take a few minutes),  you will see the enrollment screen.  Enter your staff gg.pasd.wednet.edu credentials (username and password).  

15. You will be promted to enter the device name.  The field should be populated.  Leave the name as is and select next. 

16. Done.  The Chromebook is back to factory defaults, the drive is cleared, and it is connected back to the gg.pasd.wednet.edu domain.

Chromebook Requesting Old Password

If you remember your old password, enter it (however, this rarely works). If not, there is a simple workaround. Just click "I can't remember my password" or "Forgot old password?" and then click "proceed anyway" . The student will then be able to log on and access all cloud based resources, but they won't be able to access any data stored on the chromebook. Again, this is fine, because they shouldn't be storing anything on the local machine anyway. 

Chromebook Repair Procedures

When you receive a broken Chromebook, route it to your library for repair.  Once it is received at the library, Check for physical damage and do basic troubleshooting.  If the Chromebook needs to be sent to the technology department for repair, enter a helpdesk request for each Chromebook listing the issues, then put the broken Chromebook into the plastic bin labeled Chromebook repair. 

Basic Troubleshooting – Each site needs to decide who will be doing the basic troubleshooting.  It makes sense that it would be the Building Tech Coordinator, the librarian (Para), or both but it could be anyone the principal sees fit.  Basic troubleshooting would include checking the Chromebook for physical damage, updating the Chrome operating system, and doing a factory reset (Powerwash) on the Chromebook.

Factory Reset – Turn on the Chromebook.  Let it boot to the login screen.  At the login screen press the keys “Ctrl + Alt + Shift + R” at the same time.  The Reset this Chromebook screen will display.  Click on the “Powerwash” button and the Chromebook will reset and reboot. 

The Chromebook will reset then reboot.  This process takes about 3 minutes.  When the reset completes, the Chromebook will need to be re-enrolled.  Any staff member can re-enroll the device using their google account by joining the “Guest” Wi-Fi and following the wizard, choosing all the defaults. 

Chromebook repair form

Use this form when sending a chromebook back in for repairs to give the tech department more information.