Few things are more disruptive in education than IT problems. That’s why, with a reported 55% fewer unplanned outages than other devices, Chromebooks are frequently chosen as school districts’ 1:1 device of choice due.
Still, Chromebooks are not completely immune to glitches and issues. IT teams responsible for setting up school Chromebooks must remain aware of the most common problems with these devices—and how to fix them.
Importance of Troubleshooting Skills
The moment devices start failing—whether it’s an app that won’t open, a password that’s not working, a slow connection, or a drained battery—student learning is compromised. Worse, when faculty devices don’t work properly, entire classrooms full of students are impacted.
Timely troubleshooting and maintenance helps extend the lifespan of a school Chromebook and prevents disruptions to student learning. Let’s dive into common issues with student and faculty Chromebooks and how you can troubleshoot and resolve them.
Hardware Issues and Solutions
Chromebook Screen Problems
The Issue: The Chromebook’s screen has dead pixels, flickers, stays black, or doesn’t turn on.
Troubleshooting Tips:
- Check if the device is powered on or in sleep mode, and ensure brightness is up.
- Clean the screen. Many screen issues are due to a build-up of dust and debris.
Temporary Solutions:
- Hold the power button for 10 seconds to force a reset.
- Use an external monitor until the screen is fixed or replaced.
Permanent Fixes:
- If under warranty, replace the broken Chromebook screen.
Keyboard Issues
The Issue: The Chromebook’s keys are sticky or unresponsive.
Troubleshooting Tips:
- Check for debris and clean the keyboard.
- Restart the Chromebook by pressing the power button.
- Run keyboard diagnostics (Settings > Diagnostics > Internal Keyboard > Test).
Temporary Solutions:
- Connect an external keyboard or a virtual keyboard (Settings > Accessibility > Keyboard and Text Input > Enable On-Screen Keyboard)
Permanent Fixes:
- Try a hard reset. Hold down the refresh button and power button for 10 seconds.
- Send the device for professional repair or keyboard replacement.
Battery Issues
The Issue: The Chromebook battery drains quickly, fails to recharge fully, or only runs when plugged in.
Troubleshooting Tips:
- Ensure the charger is fully connected to the Chromebook and outlet.
- Close unnecessary apps that may drain the battery.
- Try charging from a different outlet.
Temporary Solutions:
- Replace the charger if it’s old or damaged to see if the issue persists.
Permanent Fixes:
- Order and replace the battery yourself, ensuring it’s the correct model for your Chromebook or send the Chromebook for a professional battery replacement.
Trackpad Issues
The Issue: The Chromebook’s trackpad is unresponsive or behaves erratically.
Troubleshooting Tips:
- Clean the trackpad of any dirt or debris.
- Ensure the trackpad is enabled in settings (Settings > Device > Touchpad).
- Restart the Chromebook to see if the issue resolves.
Temporary Solutions:
- Connect a USB mouse for temporary navigation.
Permanent Fixes:
- Replace the trackpad if it’s physically damaged.
- Send the Chromebook for professional repair if under warranty.
Port Issues
The Issue: The Chromebook’s ports aren’t functioning or providing stable connections.
Troubleshooting Tips:
- Inspect ports for debris and clean as needed.
- Test with different cables or devices to rule out accessory issues.
- Restart the Chromebook and attempt to reconnect.
Temporary Solutions:
- Use wireless alternatives like Bluetooth or Wi-Fi to replace wired connections.
Permanent Fixes:
- Repair or replace damaged ports.
- Consider professional repair or device replacement if needed.
Systems-Related Problems and Solutions
ChromeOS Not Booting
The Issue:The Chromebook turns off or won’t power on, despite no known hardware problems.
Troubleshooting Tips:
- Confirm the device is charged and connected to power.
- Hold down the power button to attempt a reboot.
Permanent Fixes:
- Reinstall ChromeOS via Recovery mode (Esc + Refresh + power button). Note: This will wipe all data.
- Contact the manufacturer if recovery fails.
Slow Performance
The Issue: The Chromebook takes too long to open apps or perform tasks.
Troubleshooting Tips:
- Close unnecessary tabs and reboot the device.
- Clear cache (More Tools > Clear Browsing Data).
Temporary Solutions:
- Review and uninstall unnecessary apps.
- Move large files to external storage or the cloud.
Permanent Fixes:
- Uninstall Linux if installed and not needed (Settings > Advanced > Developers).
- Perform a factory reset if performance doesn’t improve (Settings > Reset Settings).
Overheating
The Issue: The Chromebook becomes excessively hot, noisy, or shuts down unexpectedly.
Troubleshooting Tips:
- Avoid placing it in direct sunlight or near heat sources. Educate students about how to store a Chromebook to prevent overheating.
- Shutdown and unplug the device for 15 minutes.
Temporary Solutions:
- Use a laptop stand to improve airflow.
- Remove old files and check CPU usage (Ctrl + Alt + T).
- Close unnecessary apps and tasks to reduce load.
Permanent Fixes:
- Avoid activities like gaming or streaming that heavily tax the CPU.
- Power off the Chromebook after use rather than leaving it on standby.
- Contact the manufacturer if issues persist.
Wi-Fi and Bluetooth Connection Issues
Wi-Fi Connectivity Problems
The Issue: The Chromebook won’t connect to Wi-Fi or frequently drops the connection.
Troubleshooting Tips:
- Ensure Wi-Fi is enabled (Settings > Network > Wi-Fi).
- Test Wi-Fi with another device to rule out router issues.
Temporary Solutions:
- Restart the Chromebook and reboot the router.
- Forget the network, then reconnect (Settings > Network > Disconnect).
Permanent Fixes:
- Perform a Powerwash (Ctrl + Alt + Shift + r > Restart > Powerwash).
- If the problem persists across multiple devices, update the router firmware or replace the router.
Bluetooth Connectivity Problems
The Issue: The Chromebook or accessories won’t connect to Bluetooth, or connections drop frequently.
Troubleshooting Tips:
- Ensure Bluetooth is enabled (check that the icon is not gray).
- Turn Bluetooth off, then back on to refresh the connection.
- Unpair and re-pair devices (Settings > Bluetooth > Forget > Pair).
- Restart the Chromebook and update ChromeOS.
Permanent Fixes:
- Perform a Powerwash to reset the Chromebook to factory settings.
- Contact manufacturers if device conflicts persist.
Software and Browser Issues
Crashing Apps and Programs
The Issue: Chromebook apps close unexpectedly or malfunction.
Troubleshooting Tips:
- Close and restart the crashing app or tab.
- Update ChromeOS or Chrome Browser (Settings > About Chrome OS > Check for updates).
- Restart the Chromebook.
Temporary Solutions:
- Clear cache and cookies (Settings > Privacy > Clear Browsing Data).
- Verify app compatibility with ChromeOS.
Permanent Fixes:
- Audit apps using Task Manager (Shift + Esc) to identify resource-heavy apps and uninstall unnecessary ones.
- Perform a Powerwash to reset the device.
Webpages Don’t Load
The Issue: Webpages freeze or fail to load completely.
Troubleshooting Tips:
- Ensure the Chromebook is connected to the internet.
- Close unnecessary tabs and restart the device.
Temporary Solutions:
- Clear cache and cookies (Ctrl + Shift + Backspace > Advanced > Clear).
- Reset browser settings (Settings > Reset > Restore Settings).
Permanent Fixes:
- Perform a hard reset or reinstall ChromeOS if the issue persists.
When Troubleshooting Isn’t Enough
Chromebooks that experience a number of persistent software issues may need more than simple troubleshooting. These cases would benefit from a powerwash, a factory reset, or a reinstallation of Chrome OS.
Perform a Powerwash
Powerwashing is a great option for fixing performance issues without going through with an entire factory reset or Chrome OS reinstallation. Although a powerwash will reset the device to its default settings and remove the user’s account from the device, all other school-applied settings will remain on the device, saving you and your asset management team from having to reapply all device settings.
To perform a powerwash, press Ctrl + Alt + Shift + r; select Restart, then Powerwash.
Reinstall Chrome OS
You should reinstall Chrome OS if your device is experiencing serious system issues that cannot be fixed by standard troubleshooting methods, like system crashes, boot problems, or missing system files.
Reinstalling will bring back the operating system to its original, working state, however it will wipe all data from the device, including apps, settings, and local files. Luckily, any data synced with the users’ Google Account (like bookmarks and Google Drive files) will remain in the cloud.
To reinstall Chrome OS, hit the Esc + Refresh keys and hold down the power button. Follow the recovery mode instructions.
Perform a Factory Reset
A factory reset will wipe a Chromebook completely. This is useful if the device has encountered serious issues like viruses, malware, or major software malfunctions. It may also be useful if the user’s login credentials have been forgotten and cannot be recovered.
Factory resets delete all locally stored data, accounts, apps, and settings, bringing the device back to the state it was in when you first unboxed it. Anything not backed up will be permanently lost.
To perform a factory reset, go to Settings, Advanced, Reset Settings, click on Reset.
Extend Device Lifespan With Planned Preventive Maintenance
No matter which brand of Chromebook your school district has opted for—Acer, Asus, Samsung, Lenovo, or HP Chromebooks—consistent maintenance helps reduce learning disruptions and improves overall performance.
Regular Software Updates
Keeping the Chrome OS updated helps safeguard against vulnerabilities and ensures that new features are implemented smoothly. Chromebook management tools like iiQ Assets enable IT teams to easily plan for software updates and track their deployment. Such tools allow administrators to push Google Chrome updates remotely, minimizing disruptions for students and faculty alike.
Hardware Care
Once deployed, students should receive the following tips for the physical care of their school Chromebooks:
- Use a soft cloth to gently clean the device screen and trackpad, ensuring no debris interferes with usability.
- Avoid placing heavy objects on top of the Chromebook to prevent damage to the motherboard or hard drive.
- Use only certified chargers and cables to avoid damaging the battery or ports.
- Regularly inspect ports and external devices like USBs to ensure they’re not blocked or worn down.
- Ensure the device is stored in a protective case when not in use to prevent scratches and physical damage.
Data Backup
When a factory reset or powerwash becomes necessary for a device user, keeping data backups is nothing less than a relief. Your school district may opt to safeguard student or faculty data through automatic data backups, often handled through administrator-level Google accounts or integrations with Windows or Microsoft platforms. If automatic backup options aren’t an option, your school may implement a policy for users to manage their own manual backups using external hard drives.
When to Seek Professional Repairs
While many Chromebook issues can be resolved through basic troubleshooting, there are times when professional repair is necessary. If your device is experiencing complex hardware failures, such as a malfunctioning motherboard, broken touchscreen, or unresponsive trackpad, professional help is often the best course of action.
Before you send a device off for repair, though, consider the status of your device’s warranty first. Logging warranty dates in an asset management tool helps track when coverage expires, and can prevent unexpected costs. For devices out of warranty, it’s best to compare the cost of repair against the price of a new Chromebook.
Maintaining the Life of District Chromebooks
Proactively following troubleshooting and repair tips provided here can significantly extend the life of your district’s Chromebooks, preventing small issues from becoming major problems.
Tools like Incident IQ’s asset management software provide centralized control and enhanced monitoring capabilities, making the management of K-12 Chromebooks easier for administrators. Schedule a demo to learn more about how Incident IQ can support your Chromebook management.
Useful Resources
Use this list of resources to troubleshoot and manage Chromebooks:
