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“Chromebook not working” can mean anything from a dead battery to a website that will not load. Start with the symptom below, try the least risky fix first, and do not reset or recover the device until you understand what will be erased.
- Won’t turn on or charge
- Frozen or blank screen
- Slow, crashing, or restarting
- Wi-Fi or internet problem
- Websites won’t load
- Keyboard, touchpad, or touchscreen problem
- ChromeOS won’t update
- “ChromeOS is missing or damaged”
Before you begin: Disconnect USB devices, docks, SD cards, and other accessories. If the Chromebook still starts, copy important files from Downloads to Google Drive or external storage. Stop using it if the battery is swollen, it is unusually hot, there is liquid damage or a burning smell, or the charger is damaged.
Try these safe checks first
- Restart normally. Hold the Power button until the Chromebook shuts down, wait a few seconds, then turn it on again.
- Remove accessories. A faulty USB device, dock, or external display can interfere with startup or input.
- Check whether the issue is isolated. If one website fails, test another. If the Chromebook cannot reach Wi-Fi, test another device on the same network. For account-specific trouble, try Guest mode if it is available and permitted.
- Check for updates once the device is working well enough: select the time, open Settings, then look for the ChromeOS update option. Menu names can vary by version.
Google’s Chromebook troubleshooting guide covers common hardware, performance, and system problems. For a useful hardware and connection check, open the Launcher, search for Diagnostics, and run relevant tests such as battery, CPU, memory, or Wi-Fi. See Google’s Diagnostics instructions.
Chromebook won’t turn on or charge
- Connect the charger directly to a working wall outlet. Test the outlet with another device.
- Unplug the charger from both the Chromebook and the outlet, then reconnect it to the Chromebook first and the outlet second.
- Leave it charging for at least 30 minutes and check for a charging indicator.
- If possible, test with a known-good charger that is compatible with your Chromebook. Some models have multiple USB-C ports, but not every port necessarily accepts power; check your model’s instructions.
A depleted battery can make a Chromebook seem completely dead. If there is no charging light after trying a verified outlet and compatible charger, the cause could be the adapter, cable, charging port, battery, or internal hardware. Do not assume that any USB-C charger will provide the right power. If the device still will not start, contact the manufacturer rather than repeatedly attempting resets. Google’s power troubleshooting steps also recommend charging before moving on to reset or recovery.
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Chromebook is frozen or the screen is blank
If the whole Chromebook is unresponsive, hold the Power button until it shuts down, then turn it on again. If only a browser tab is stuck, close it if possible; for a page that is not updating, try Ctrl + Shift + R.
If the device remains frozen and you have saved any important local files, you can try a hardware reset. On most Chromebook laptops:
- Turn the Chromebook off.
- Press and hold Refresh (the circular-arrow key).
- Tap Power.
- Release Refresh when the Chromebook starts.
Data warning: Google says a hardware reset might delete files in the Downloads folder. Back up anything important first if you can. The procedure differs on some devices: certain models have a physical reset button; some older models use a removable battery; tablets may use Volume Up + Power for at least 10 seconds. Chromeboxes and Chromebits also differ. Use the instructions for your exact model in Google’s hardware reset guide.
For a black screen, check whether the charging light is on and whether the display changes when you adjust brightness or connect an external display, if available. A blank display with signs of power may indicate a screen or internal hardware problem; a reset cannot repair physical damage.
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Chromebook is slow, crashing, or restarting
- Restart and close unused tabs, apps, and browser windows.
- Open Chrome Task Manager with Shift + Esc. If a tab or extension is consuming unusually high memory or CPU, close it and see whether performance improves.
- Disable or remove extensions and apps you installed shortly before the problem began. Test again before removing anything else.
- Install pending ChromeOS updates when a reliable connection is available.
- Open Diagnostics from the Launcher and run memory and CPU tests if the device freezes, crashes, or repeatedly restarts.
Slow performance does not automatically mean the Chromebook is broken. Many open tabs, demanding apps, extensions, limited memory, low storage, or a poor internet connection can all be responsible. If the device is on an experimental ChromeOS channel, changing channels can have consequences; do not switch casually. Persistent memory or hardware test failures, or repeated restarts after software troubleshooting, are reasons to contact the manufacturer or a school/work administrator.
Wi-Fi or internet is not working
- Make sure Wi-Fi is enabled and check whether another device can connect to the same network.
- Restart the Chromebook. If other devices also have no internet, restart the router and check with your internet provider or network administrator.
- Forget and reconnect to the Wi-Fi network, entering its password again.
- Try another Wi-Fi network or a phone hotspot. If the Chromebook works there, the original router, sign-in process, or network policy is more likely to be the problem.
- Run the built-in network diagnostic tool. If you use Ethernet, test another cable or adapter if available.
On public or school networks, a captive portal may need a sign-in page. Open a plain http:// page to prompt it; if the portal does not appear, temporarily disable extensions and retry. Google’s Wi-Fi and connection troubleshooting guide has further steps.
- Only one site fails: the site itself, browser data, an extension, or a site-specific issue may be responsible.
- Wi-Fi says connected, but no sites load: check for a captive portal, VPN or proxy settings, and network restrictions.
- Other devices also fail: investigate the router, internet service, or network sign-in.
- Only this Chromebook fails on several networks: settings, ChromeOS, wireless hardware, or device-management policies may be involved.
Websites won’t load or Chrome shows “Aw, Snap!”
- Try another website and, if appropriate, a private window. If the site works there, an extension or stored site data may be involved.
- Disable recently added extensions. Clear cache and temporary site data if the browser remains affected.
- Close extra tabs and check Chrome Task Manager for a tab or extension using excessive resources.
- Check whether a VPN, proxy, or network sign-in page is blocking access.
- Restart the Chromebook and check for ChromeOS updates.
For a persistent DNS-related problem, Google documents a host-cache step: enter chrome://net-internals/#dns in Chrome and select Clear host cache. Chrome’s pages and controls can change over time, and clearing the host cache is not a universal fix.
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- Restart, then disconnect external keyboards, mice, docks, and other USB devices.
- Check whether the problem affects one key or the whole built-in device. If practical, test an external keyboard or mouse.
- If the Chromebook is otherwise unresponsive, consider the hardware reset steps above, noting the possible Downloads-folder data loss.
- Look for debris, liquid exposure, or physical damage. A reset cannot fix a damaged keyboard, touchpad, hinge, display cable, or touchscreen component.
If a built-in control still fails after restart and a hardware reset, contact the manufacturer or your school/work administrator. A school-managed device may restrict external devices or settings.
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Bluetooth isn’t working
Turn Bluetooth off and back on, restart the Chromebook, and check whether the accessory is charged and in pairing mode. Remove the accessory from the Chromebook’s saved Bluetooth devices and pair it again. Test the accessory with another device if possible. If it works elsewhere but cannot connect to the Chromebook, check for ChromeOS updates and any school/work restrictions; persistent problems may indicate a device or accessory fault.
ChromeOS won’t update
- Connect to Wi-Fi or Ethernet; avoid relying on mobile data if the update is large or the connection is unstable.
- Restart the Chromebook and try the update again.
- Check available storage and free space if needed.
- Check the official update-support information for your exact Chromebook model.
Google says models released from 2021 onward receive 10 years of updates, but the exact support listing for the model is the reliable reference. Do not infer the remaining support period from when you bought the device. An update support period ending does not mean the Chromebook instantly stops working; it means it no longer receives official ChromeOS updates, which can eventually affect security and compatibility. See Google’s ChromeOS update support information.
If an update still fails, back up local files before considering a Powerwash or Recovery. On a school- or work-managed Chromebook, ask the administrator before resetting it.
Try Safety Reset before a factory reset
If pop-ups, extensions, browser settings, shortcuts, or network behavior seem to be causing the problem, Safety reset can be a less destructive option than Powerwash. The current path is: select the time in the bottom-right corner, open Settings, select System preferences, then under Reset choose Safety reset. If the path differs on your version, search Settings for “Safety reset.”
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Safety Reset disables extensions, resets Chrome settings and shortcuts, and deletes cookies and temporary site data. It is designed to preserve local data and apps. Read Google’s Safety Reset instructions before proceeding.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Powerwash: factory reset after backing up
Use Powerwash only when the Chromebook still starts but persistent software, profile, or settings problems remain after less destructive troubleshooting—or when preparing the device for another owner.
Powerwash erases local user data, including Downloads-folder files, settings, installed apps, and local profiles. It does not erase files already stored in Google Drive or on an external drive. Back up anything stored only on the Chromebook first.
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- Press Ctrl + Alt + Shift + R.
- Select Restart, then Powerwash.
- Select Continue and follow the setup steps.
The first account signed in after a Powerwash becomes the owner account. A school- or work-managed Chromebook may block the reset or automatically re-enroll afterward. Do not try to bypass management; contact the administrator. See Google’s Powerwash instructions.
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ChromeOS is missing or damaged, or the Chromebook is stuck in a boot loop
ChromeOS Recovery reinstalls the operating system. It is a last-resort software repair, not another name for Powerwash, and it permanently erases the Chromebook’s local storage. Use it for a “ChromeOS is missing or damaged” message, severe system corruption, a persistent boot loop, or when official support recommends it. If the device still starts, back up local files first.
Enter recovery mode
Disconnect accessories. On most Chromebook laptops, hold Esc + Refresh, then press Power. Release Power when the recovery screen appears. Some models use Esc + Maximize + Power; tablets use Volume Up + Volume Down + Power for at least 10 seconds. Consult the instructions for your model if these combinations do not work.
Some newer devices offer Recover using internet connection. Follow the on-screen directions if that option appears. Older models may require a recovery USB drive.
Create a USB recovery drive
You need the affected Chromebook, another Chromebook or a Windows PC or Mac with Chrome, and a USB flash drive with at least 8 GB of capacity. Creating recovery media erases the USB drive, so do not use one with files you need.
- On the working computer, open Chrome and install the Chromebook Recovery Utility.
- Open the utility, choose Get started, and select the affected Chromebook model.
- Insert the USB drive, select it, choose Continue, then Create now.
- Insert the recovery drive into the affected Chromebook and choose Recover using external disk on screen.
If recovery reports an unexpected error, erase and recreate the USB drive or try another drive. If prompted to remove connected devices, disconnect accessories and re-enter recovery mode. If the device says the inserted drive does not contain ChromeOS, recreate the recovery media and confirm that you selected the correct model. For security-module errors on a managed Chromebook, contact the administrator. Google’s complete ChromeOS Recovery guide includes model-specific details and additional error handling. Advanced users can also follow its Linux recovery instructions; this is not necessary for most readers.
Quick Recap
When to stop troubleshooting and get help
- Manufacturer: Contact the Chromebook maker for a battery, charging-port, display, keyboard, motherboard, or other hardware fault; also check warranty coverage before paying for repair. Google provides a manufacturer support directory.
- School or work administrator: Contact them for enrollment, blocked settings, network allowlists, update policies, or reset restrictions. Managed Chromebooks are governed by organization policies; see Google’s managed ChromeOS guidance.
- Stop using the device immediately: If the battery is swollen, the Chromebook is unusually hot, liquid entered it, there is a burning smell, or the charger is damaged, unplug it if safe and seek professional service.
- Consider repair or replacement only after diagnosis: Check update support, warranty, repairability, and the cost of the specific repair. A Chromebook that no longer receives updates is not automatically unusable, and replacement is not the first fix for a software or network problem.
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