Troubleshooting your Chromebook

Connecting to WiFi

To change your wireless setting, click anywhere in the status area in the bottom right-hand corner of your Chromebook’s shelf. This will expand the status area to show the basic settings. Near the top you will see your current network connection in the network bar. If you see “No Network,” you need to click on the network bar to open a list of available networks. Select your network name to connect your WiFi, and enter your home WiFi password. Make sure that you have entered the correct password. Remember that your password is case sensitive.

Other devices connecting to home WiFi but not the Chromebook

If all of your other household WiFi devices are able to connect to your WiFi and the Chromebook is still not connecting or the connection does not hold, remove one device in your house that is currently connected to your WiFi. Then try to connect the Chromebook. If your device is still not able to connect, then it is possible you need to increase your WiFi bandwidth or modify the settings on your Router to allow for more devices to connect. (You will need to contact your internet service provider and/or the router manufacturer).

If all your other devices still connect to your WiFi and the Chromebook does not, try turning everything off. Turn off your device, turn off your modem, and then turn off your router (if you have a separate one). Wait at least 2 minutes, then reboot all of your devices. Begin with your modem, once it is fully started up, then start the router (if you have one), and finally reboot your Chromebook.

If your Chromebook connects fine at school or other locations but not at home, then there is some issue between the Chromebook and your own router. You will need to contact your internet service provider and/or the router manufacturer.

What to do if your Chromebook isn’t charging

First, check that:

• The charger or adapter cables are completely plugged in, both to your Chromebook and the wall.

• The power outlet is working.

If your Chromebook still will not charge:

1. Unplug your charger from the wall and your Chromebook.

2. Plug your charger back into your Chromebook, then the wall.

3. Charge the device for at least 30 minutes

If your Chromebook appears to charge but the screen stays black:

1. A Power Refresh may be needed.

2. Hold the power button for 5 to 10 seconds, the screen will stay black.

3. Press and hold the Refresh key (fourth key on top row from left), now press the Power button and then release both.

4. The Chromebook should turn on normally.

What to do if the Chromebook, Charger or Case becomes damaged

Click here to complete a form to make an appointment with the Help Desk.

Cleaning your Chromebook

1. Completely power down your Chromebook.

2. Disconnect any cables or peripherals that are plugged into your Chromebook. This will allow you to access and clean every part of the device.

3. Use compressed air to remove larger pieces of dirt or dust that might be in your keyboard and ports. When using compressed air, only give it a few short bursts and never turn the can upside-down. If you have an extra cleaning cloth, you can also slightly dampen it with plain water and wipe down the device during this step. Make sure your cloth is only damp by wringing out the cloth of excess water.

4. Use the disinfectant wipe or apply a small amount of rubbing alcohol solution to the cleaning cloth and completely wipe down the entire Chromebook, including the screen and around each key of the keyboard. Use a small amount of pressure to remove any fingerprints or smudges on the screen, but not too much since this could damage the display. If you aren’t comfortable using the cleaning solution on the screen, you can buy disinfectant wipes specifically designed for LCD and laptop screens.

1. After everything is dry, you can use a dry microfiber to buff the screen and remove any haze that might be lingering on the display from the disinfection process.