Try This Before Repairing Chromebooks

Steps that might help avoid needing to send Chromebooks for repairs

1. If the device won’t power on, try plugging it in to a known good charger for at least 15 minutes. Chromebooks can take up to one minute to power on after some updates.
2. Try performing a hard reset (caution: this might delete any files in your Downloads folder). Shut down the Chromebook, then press and hold Refresh⟳ and tap Power. Release Refresh⟳ after the Chromebook begins to start up.
3. Try performing a “Powerwash” (caution: this will delete all locally-saved files and folders). Log out, then from the lock screen press CTRL + ALT + SHIFT + R and follow the prompts.
4. Try reinstalling ChromeOS through recovery mode. Instructions for creating a USB recovery drive can be found on the Google Support site. To access recovery mode, press and hold ESC + Refresh⟳ + Power for two seconds.
5. If the device is automatically booting to recovery mode (yellow exclamation mark) but fails to recover via USB, please note the “Reason for Recovery” displayed by pressing the Tab key at the recovery screen and include it with your repair claim

When you need to submit a repair claim

1. Please let us know what troubleshooting steps were performed on the system, any suspected cause of the issue(s), and any self-repair attempts that have been made, including any parts that were used.
2. When warranted, describe whether the problem is intermittent or continuous and explain anything that might help us re-create the issue. If our technicians are unable to find and observe the issue(s) you’re experiencing, we won’t be able to repair your system.
3. Deprovision your Chromebook before sending it in, or provide us with limited-authority user credentials to sign in to your Google Admin console. This will allow us to deprovision the device only when necessary and test Chromebooks that are currently enrolled in your domain.