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Troubleshooting Common Issues at Home
Troubleshooting Common Issues at Home
A few issues do come up from time to time that can be dealt with at home before contacting Technical Support. This page will be updated whenever we see new issues arise.
Update your Chromebook
Update your Chromebook
Occasionally your Chromebook may behave unexpectedly or an app that was working before may no longer work. The first thing to try is updating the Chromebook. Normally the Chromebook should take care of updating itself, but every once in a while an update comes out that doesn't make its way to the Chromebook quickly enough. So you can manually update your Chomebook by following these steps:
While you're logged in, click on the clock at the bottom right corner of the screen
Click on the Settings icon (looks like a little gear)
Choose About Chrome OS (on the bottom of the left column)
Choose the Check for Updates button (top of the middle of the screen)
If an update is available, it will begin downloading. When it's done, it will show you a button to Restart. Go ahead and click on it.
People have trouble hearing you on your Chromebook
People have trouble hearing you on your Chromebook
If you are in any live conferences on your Chromebook and the other participants say they can't hear you, your voice sounds muffled, or any other audio issue, this can often be fixed by adjusting your microphone's gain in the audio settings.
Update your Chromebook by following the steps listed above
Click on the clock at the bottom right corner of the screen
Click on an arrow that appears at the right side of the volume slider bar
Make sure the microphone gain slider is set at least halfway. We have found that some Chromebooks need the slider set anywhere from 50-70% to get good audio, so you will need to experiment to see what works best.
Chromebook Disconnects from Wifi
Chromebook Disconnects from Wifi
If your Chromebook seems to constantly disconnect from wifi, especially after opening the lid, and makes you choose your home network and type in the wifi password constantly, try this out:
In a new Chrome window, go to the website chrome://policy
Click the "Reload Policies" button at the top left of the page
Wait here for 60 seconds
After the 60 seconds are up, press the Power button on the Chromebook
A menu will appear in the middle of the screen. Choose Sign out
Sign back into the Chromebook
Click on the clock that's at the bottom right corner of the screen and click the Settings icon (looks like a little gear)
Click on Wi-Fi near the top of the page
Click on your Home network
Choose to Forget the network
On some Chromebooks you may need to turn the Wifi off after Forgetting the network
Join your network again
If you continue to have issues with wifi after doing these steps, please submit a Tech Support request and include either your Chromebook's Asset Tag number or Serial number.
The Asset Tag number is a long series of number, letters, and dashes that always begins with CB-. It is located on a sticker on the outer lid of the Chromebook.
The Serial number is usually etched in tiny numbers and letters underneath the Chromebook. Most companies identify the serial number by placing the letters S/N in front of it.
Zoom Live Conferences not working well on Chromebooks
Zoom Live Conferences not working well on Chromebooks
If your Chromebook seems to consistently have issues with Zoom where other participants say that your video is stuttering or your audio is going in and out, try these steps to see if the issues improve at all:
In a new Chrome window, go to the website chrome://extensions
Wait for a minute to allow the Chromebook to load all of the extensions and apps correctly
Look for an extension called Google Docs Offline
You can either turn it off by clicking on the blue toggle button, or you can remove it by clicking the Remove button
Press the Power button on the Chromebook
A menu will appear in the middle of the screen. Choose Sign out
Sign back in again and try to join a Zoom live conference to see if any improvement has occurred
If the Zoom live conference still seems to be behaving poorly after following these steps, please submit a Tech Support request.
Chromebook has crashed, is frozen, or will not turn on
Chromebook has crashed, is frozen, or will not turn on
If your Chromebook appears to be frozen, either stuck on a screen and your pointer won't move, or seems to not be turning on at all, try these steps:
Plug the Chromebook into power
Press and hold the power button on the Chromebook until the Chromebook turns on or off. Don't let go of the power button until you see something happen, sometimes it takes up to a minute of holding the button down before the Chromebook will respond!
If nothing happens to the Chromebook after 60 seconds, let go of the power button
Next, hold down the ESC key, the Refresh key (looks like a circular arrow at the top center of the keyboard), and the power button
If the Chromebook turns on to a white screen with an error message, press the power button to turn it off, then the power button again to turn it on
If the Chromebook still won't respond after 30 seconds of holding the buttons down, let go of the buttons and submit a Tech Support request
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