How do I fix a Chromebook that's frozen, has an error message, or won’t power on?

If your classroom uses Chromebooks, you may encounter an issue where a student’s Chromebook is frozen, won’t power on, or boots up to an error message. Yikes! Not to worry, we're here to help. Here are some quick things you can try to fix Chromebook hardware and system problems.

If a Chromebook is frozen, first try a hard reset:

1. Turn off the Chromebook.
2. Press Refresh +  Power
3. If the issue persists following the hard reset, please submit a support request.

If a Chromebook won't power on:

First, check if the battery is charging by plugging the Chromebook into a power outlet. (Usually, you'll see a light turn on.)

If the Chromebook is charging, let it charge for at least 30 minutes.

If the Chromebook still isn't charging;

1. Check if the charger or adapter cables are completely plugged in, both to the Chromebook and the wall.
2. Make sure that the power outlet is working.
3. Unplug the charger from the wall and the Chromebook.
4. Plug the charger back in to the Chromebook, then the wall.
5. Charge the device for at least 30 minutes.
6. If these steps don't fix the problem, please submit a Device Damage Form.

If a Chromebook boots up to error message, "Chrome OS is missing or damaged":

1. Turn off the Chromebook.
2.  First, try a hard reset by pressing Refresh + Power 
3. If the issue persists, contact Classmate by submitting a support request, or follow the steps documented here: Recover your Chromebook

Ready to learn more?

Read more about troubleshooting Chromebooks here: Fix Chromebook hardware and system problems