Table of Contents

Battery and Charging Problems:

Display and Screen Problems:

Keyboard and Trackpad Issues:

Connectivity Problems:

Overheating and Thermal Management:

Hardware Failures:

Liquid Damage:

Battery and Charging Problems: #

• Chromebook not charging or battery draining quickly
• Issues with the power adapter or charging cable

Issue Indicators:

• Chromebook only stays on when plugged into a charger/AC adapter
• Charging indicator light blinks when plugged into a charger/AC adapter
• Battery loses charger quickly or never fully charges

Troubleshooting:

• Run battery diagnostics
• Check battery connection and/or reseat battery cable
• Check charging port for physical damage or compromised integrity
• Replace the battery or charging port as needed

Links

Google How to’s 

AG Repair Videos

Run Chrome Diagnostics

Run Crosh Diagnostics – need to make AG

Display and Screen Problems: #

• Screen flickering, distortion, dim screen or not working properly
• Damage to the display or LCD panel

Issue Indicators:

• Physical damage/crack to the screen
• Liquid spread/discoloration of the display
• Image on the screen flickers when moved
• Image distorted on the screen
• Image on the screen is dim and difficult to see

Troubleshooting:

• Assess the Damage:
  • Determine if the screen issue is due to physical damage (cracks, breakage) or software-related problems (flickering, color glitches).
• Restart the Chromebook:
  • Try a normal restart to see if it resolves any minor software-related screen issues.
• Check Screen Brightness and Resolution:
  • Ensure the screen brightness is not set too low, and the screen resolution is set correctly.
• Perform a Hard Reset:
  • If a normal restart doesn’t work, try a hard reset.
• Update the Chrome OS:
  • Check if updating the operating system resolves any software-related screen problems.
• Reset to User Settings or PowerWash:
  • Reset Settings within the user account or
  • Perform a factory reset (Powerwash) to address any software conflicts.
• Check screen connection and/or reseat screen cable
  • Ensure the cable connection on the back of the screen is secure and properly aligned
• Repair
  • Replace screen for physical damage or as needed

Hard Reset

Update ChromeOS

Reset Settings

Powerwash

Screen Repair Videos

Keyboard and Trackpad Issues: #

• Unresponsive or malfunctioning keys on the keyboard
• Trackpad/touchpad not working correctly
• Damage to the keyboard or trackpad/touchpad

Issue Indicators:

• Keys are “mistyping” – typing the wrong letters/numbers/characters
• Keys are non-responsive when pressed
• Keys physically missing or loose
• Physical damage to the keyboard
• Trackpad/Touchpad is unresponsive or delayed
• Mouse is “missing” or “frozen” on the screen 
• Physical damage to the trackpad/touchpad

Troubleshooting:

• Clean the Trackpad:
  • Use a soft cloth and compressed air to clean the trackpad and remove any dust or debris that may be causing issues.
  • Try gently tapping or “drumrolling” your fingers on the trackpad to dislodge any stuck particles.
• Check Trackpad Settings:
  • Go to Settings > Device > Touchpad and ensure the settings are configured correctly, such as enabling tap-to-click, adjusting speed, and selecting the desired scrolling behavior.
• Check Keyboard Settings/Lanugage Input
  • Go to Settings > Device > Keyboard Settings and verify the keyboard settings are configured correctly, particularly the “US keyboard” setting, to ensure proper responsiveness and display of characters:
    • In the Keyboard Settings dialog box, ensure the “Language” is set to “English (United States)” and the “Input method” is set to “US keyboard”.
  • Use Keyboard Shortcuts:
    • Press Ctrl + Shift + Spacebar to toggle through the keyboard types configured on the device until “US” is displayed in the status area.
  • Can also adjust the following settings in Keyboard Settings: 
    • Auto-Repeat
    • Key behavior (function keys)
    • Input Methods (language)
• Run Keyboard Diagnostics:
  • Run internal Chromebook diagnostic
• Restart the Chromebook:
  • Perform a normal restart by powering off and then back on the Chromebook.
• Hard Reset
  • If a normal restart doesn’t work, try a hard reset.
• Disconnect Peripheral Devices:
  • Unplug any external USB devices like mice, keyboards, or hubs, as they may be interfering with the Chromebook’s built-in input devices.
• Update Chrome OS:
  • Check for and install any available Chrome OS updates, as outdated software can cause input device issues.
• PowerWash (Last Resort):
  • As a final troubleshooting step, perform a factory reset (Powerwash) to address any software-related problems.
• Reseat Cables/Connections
  • Check the connections of the cables from the part (keyboard or trackpad) to the the mainboard
  • Unplug and reseat (plug back in) to test
• Repair
  • If the above steps do not resolve the keyboard or trackpad issues, the problem may be hardware-related, and you may need to replace the part and/or cables

Tip: Some repairs require a hardreset of the device once the cable has been reseated or repaired to pick up the “new” connection.

Keyboard Settings

Run Keyboard Diagnostic

Hard Reset

Update Chrome OS

Powerwash

Keyboard Repair Videos

Trackpad Repair Videos

Connectivity Problems: #

• WiFi or Bluetooth connectivity issues
• Problems with the WiFi or Bluetooth hardware components

Issue Indicators:

• WiFi will not “turn on” when the toggle switch is selected
• WiFi drops shows “weak signal”
• Pages will not load or load slowly
• Bluetooth Won’t Turn On 
• Bluetooth shows connected but not working

Troubleshooting:

• Forget unnecessary WiFi networks that may be causing interference
• Restart the Chromebook:
  • Perform a normal restart by powering off and then back on the Chromebook.
• Hard Reset
  • If a normal restart doesn’t work, try a hard reset.
• Run Connectivity Diagnostics
  • Run the internal Chrome diagnostic to check for issues and singal strength
• Bluetooth related issues often require a Chrome OS software update
• Repair
  • If the above steps do not resolve the keyboard or trackpad issues, the problem may be hardware-related, and you may need to replace the part and/or cables

Forget Network

Update Chrome OS

WiFi Chip Repair Videos

Overheating and Thermal Management: #

• Chromebook running hot or shutting down due to overheating

Issue Indicators:

• Unexpected/unexplained shut-down
• Hot to the touch near the mainboard
• Screen freezes and/or becomes solid black
• Frame rate drops, freezing, or crashing when running intensive tasks
• Trouble charging or unable to charge properly

Troubleshooting:

• Close any unnecessary browser tabs and applications to reduce the workload and temperature.
• Unplug the power supply for a few minutes while the Chromebook cools down.
• Update Chrome OS
• As a last resort, powerwash the Chromebook to restore it to default settings.
• Repair: 
  • If the above steps do not resolve the issue, a hardware repair/replacement may be necessary. 
  • The cause of the issue is often times the mainboard/motherboard, however
  • the LCD cable or Camera cable may be a cause of overheating due to faulty connection with the mainboard or an exposed portion of the cable. 

Update Chrome OS

Powerwash

Repair Videos

Hardware Failures: #

• Failure of internal components like cables, batteries, metal hinges, or motherboard
• Issues with the hinges, ports, or other physical parts

Issue Indicators:

• Damaged hardware is generally visible to the eye and can cause cracking, breaking, separation or displacement of parts on the exterior of the Chromebook
• Internal hardware damage may require a more in depth diagnosis and opening the Chromebook to find the damage

Troubleshooting:

• Hardware damage or failure often results in repairing/replacing the hardware component in order to resolve the problem
• Physically examine/diagnose the Chromebook to determine if a repair is needed

Repair Videos

Liquid Damage: #

• Damage to internal components due to spills or exposure to liquids

Issue Indicators:

• Signs of liquid damage on a Chromebook can include corrosion, discoloration, or fuzzy growth on the charging, headset, SIM, or memory ports.
• Self-Reporting
  • Chromebooks users often report spills immediately out of fear of damage
• Won’t Power On
  • Attempting to power on a Chromebook that has sustained liquid damage may not work, as the internal components could be damaged.

Troubleshooting:

• If a Chromebook has been exposed to liquid, it is important to immediately power it off, remove any removable components, and dry it thoroughly before attempting to power it on again.
  • This can help prevent further damage.
• Chromebooks, like other electronic devices, have liquid damage indicators that can show if the device has been exposed to water or other liquids.
  • The liquid damage indicator is different for every Chromebook model
• If liquid damage is determined there are top options:
  • Repair affected Chromebook parts
  • Use the Chromebook for parts 
    • Often times, it is not cost effective to repair liquid damaged devices, it may be a better decision to tear the Chromebook down for usable parts