Troubleshooting
Chromebook Resources
We have compiled a list of resources for those of you who do not have experience with Chromebooks. Feel free to browse these links to learn about different functions and how you can do them on a chromebook as opposed to a PC or a Mac.
Problem: Cannot login to Chromebook - Won't Accept Username & Login screen shows "Enterprise Enrollment"
Solution: Bring the chromebook to your teacher or mentor and they will login with their email and credentials. This will re-enroll the Chromebook. The chromebook should then reboot and bring you to a new login screen where you can login with your school credentials like normal.
Problem: Cannot login to Chromebook - Username/Email Address not Found
Solution: There are a few possibilities. You may have typed your email address incorrectly. If you've ensured that it's typed correctly, please tell your teacher/mentor and they will contact tech support to have your credentials added into Google.
Problem: Cannot login to Chromebook - Invalid password
Solution: Make sure you are typing the password properly. Passwords are case sensitive. Do not use caps lock when typing a password (chromebooks do not have caps lock). If you have changed your password to something different than the default password you were first assigned, you will need to contact your teacher or mentor for a password reset.
Problem: Multimedia will not load or you are being prompted to download a .swf file.
Solution: This problem occurs when Adobe Flash is not enabled on your chromebook or browser. To fix this, do the following:
- Go to this weblink: chrome://settings/content/flash
- Enable "Allow sites to run Flash"
- Disable "Ask first". This is the most important step to this solution. If you leave "Ask First" enabled, it will keep trying to download the file.
- After these settings have been enabled, close your browser completely and re-open it.
It is recommended to have every student do this. Newer versions of Chrome have disabled Adobe by default. Many sites still display Flash content, so this becomes a problem for teachers. The students should only have to change this setting one time.
Problem: No internet connection
Solution: If you're at home, please check your home router to ensure that it is powered on and allowing clients to connect. Chromebooks can use both the 2.4GHz and 5GHz wireless bands, so they are backwards compatible with older routers in addition to newer ones.
If you're on campus, ensure that your chromebook is connected to the IM-chrome wireless network. If it is connected to a different network, please choose IM-chrome from the menu.
Sometimes it is also necessary to reboot the Chromebook by holding down the power button until it shuts off, wait 20 seconds, then attempt to power it up again.
Problem: Cannot access Gmail/Drive/etc. but other sites such as Schoology still work
Solution: If other sites still work, this means that Google is having a service interruption. While rare, we have had a few already at the beginning of the 17-18 school year. There is not much that can be done other than to wait for Google to fix the problem. Generally they fix the issue within 30 minutes. If you still cannot access Google after 30 minutes, try checking the Google GSuite Status Panel to see if there is an official outage for the service. If there isn't, please contact your mentor or teacher.