Troubleshooting and Repair

Chromebook Troubleshooting Guide

This document covers

• Updating your Chromebook OS

• Powerwashing/Factory Rest (Last resort)

Chromebook Troubleshooting and Repair Process:

• Updating your Chromebook's operating system

  • • • • Turn on your Chromebook.

        • Ensure your Chromebook is connected to the Wi-Fi.

        • At the bottom right, select the time and then Settings.

        • At the bottom left, select About ChromeOS.

        • Under "Google ChromeOS," find which version of the Chrome operating system your Chromebook uses.

        • Select Check for updates.

        • If your Chromebook finds a software update, it will start to download automatically.

• OS issues

  • Have them try the tips listed on the Chromebook Troubleshooting Guide

  • If the above did not resolve the issue, submit a ticket with details of the errors they are having and place it in the Need Repair area at the campus with the completed Technology Repair Form attached.

  • Have the student/homeroom teacher check back or let them know when the ticket has been completed so they can come and pick the device back up.

• Hardware Issues

  • It will not power on at all.

    • Have the student/homeroom teacher refer to the Chromebook Troubleshooting Guide.

    • Have a known working charger that they can plug into for a bit.

    • Have the student/homeroom teacher perform the Hard Reset

    • If the above did not resolve, submit a ticket with details and place it in the Need Repair area at the campus with the completed Technology Repair Form attached.

      • Have the student/homeroom teacher check back or let them know when the ticket has been completed so they can come and pick the device back up OR

      • Issue a loaner device (This can be an older device or another Chromebook - if available). If issuing a loaner, check it out to the student in IncidentIQ (can add a due date) OR

      • Collect it from the student and reissue a different device.

  • Damage: cracked screen, missing keys, liquid involvement, etc.

    • We understand that accidents happen, but we need to know what exactly happened. We cannot get repair parts without a detailed explanation.

      • The student knocked the laptop accidentally off the desk.

      • A student dropped it when walking in the hallway.

      • Tripped over the chord and now it will not charge.

    • Submit a ticket with details and place it in the Need Repair area at the campus with the completed Technology Repair Form attached.

    • Have them check back or let them know when the ticket has been completed so they can come and pick the device back up OR

      • Issue a loaner device (can be an older device, another Chromebook - if available). If issuing a loaner, check it out to them in IncidentIQ (can add a due date) OR

      • Collect it from the student and reissue a different device.

    • Option for current school year- Add incident to the student account in IncidentIQ for damage under the "Internal Comments:" section.

      • Click on Search

      • Search for the student by name or ID

      • Click the students name

        • Internal Comments - will show any charges that they may have

          • Add a note with date and damage/repair cost

          • Note Charge Type of 1st Repair Incident ($0) if no other incident is listed, otherwise, select 2nd, 3rd, or 4th.

          • Let students know the amount that may be charged and refer them to the 1:1 site under Student/Parent > How to pay for a fee

      • If the first offense, the campus can do a hot-swap

      • If second or subsequent offense, the campus can either loan a device for the day (checkout/check-in) if available or provide an alternate method of instruction until the device is repaired.