Please refer to the list below for common Chromebook issues and their possible causes and/or solutions.  These are not necessarily the only explanations or solutions but these are the most common.  Should these methods not work please open a technology ticket by going to http://tech.pemb.org/new and your building tech will assist you.

Problem 1: Student opens Chromebook after being in the charging cart and the screen remains "Blank" and appears to not be turning on.

Possible Explanation: Many times students are closing the Chromebook without shutting it down.  When this is done the Chromebook will go into "Sleep Mode" and sometimes the Chromebook has difficulty "waking up" again. 

Possible Solution: 

• Press and hold the power button while also holding the "Refresh" and ESC keys on the keyboard.  
  NOTE: The refresh key looks like an arrow circling around itself
• When the screen comes on release the ESC Key, the Refresh key, and the power button.
  NOTE: The screen will have a message on the display requesting a USB device be connected to recover the Chromebook, this is not necessary.
• Press and hold the power button, once the screen goes blank close the Chromebook and count to 10
• Re-open the Chromebook and the screen should now come on normally

Problem 2:​ Chromebook screen is frozen

Possible Explanation:  If too many tabs are open at one time the Chromebook can run out of resources in its on-board memory which will cause it to "freeze"

Possible Solution:

• Press and hold the power button on the right side 
• The screen should go blank.  
• Close the Chromebook, count to 10 and then open it again
• When the Chromebook comes back on it should be "unfrozen" and the student can log back in and continue working.

Problem 3: Chromebook does not appear to be getting fully charged.

Possible Explanation #1: Many times students are closing the Chromebook without shutting it down.  When this is done the Chromebook will go into "Sleep Mode".  Technically, when in "Sleep Mode", the Chromebook is still on and the battery continues to drain.  If the Chromebook is in this state charging will occur but it will occur more slowly.

Possible Solution: 

• When the Chromebook is put away at the end of the school day students should choose "Shut Down"
• Allow the screen to go blank
• Once screen is blank then put it in the charging cart.

Possible Explanation #2: When students are putting the Chromebook in the charging cart they are not securely attaching it to the charging cable.

Possible Solution: 

• Students MUST make sure that the charging cable is securely attached and that they see the charging light come on in the slot they place it. 
• If the light does not become lit either GREEN or AMBER then good contact is not being made with the charger and the device will not charge. 
• If you feel that good contact is being made then it is possible that the charging port on the Chromebook is not functioning. 
• To check this use the charging port on the opposite side of the Chromebook; each Chromebook has a charging port on both the left and right sides. 
• If one (or both) of the charging ports are not functioning please open a technology ticket by going to http://tech.pemb.org/new.

Possible Explanation #3: The charging cable in the cart is bad

Possible Solution: 

• Try to plug the Chromebook into a different charging location within the cart
• If the device charges then it is likely that the charging cable in the original spot is bad and needs to be replaced, please open a technology ticket by going to http://tech.pemb.org/new