Chromebook Troubleshooting

If you don't see your issue listed below, try Google's help page: https://support.google.com/chromebook/, or contact the WPS IT Support Team at support@wethersfield.me

2. Chromebook won't turn on - no screen, power light visible

  • Press and hold the the Refresh key, & Power key for 5 sec.

    • The Refresh key looks like a semi-circular arrow, located above the 4 key.

    • Depending on the model of Chromebook the power button might be the button on the top, right keyboard or on the right side of the Chromebook by the volume buttons.

  • This should power the Chromebook down completely.

  • Press the Power button again to turn the Chromebook back on.

  • Some Chromebooks might take a long time to turn on if their battery is severely discharged so leaving them plugged in and open helps.

3. Testing the Webcam, microphone, or speakers

  • Go to http://meet.google.com/

  • In the upper right area there is a cog icon - select that to open settings.

  • A window with audio settings will display. You can test your microphone and speakers here.

  • Select the Video tab to see what your camera will display.

4. Damaged OS or other message on a white background

  • Turn off the Chromebook by holding down the Power button until the screen fades to white and the monitor turns off.

    • Depending on the model of Chromebook the power button might be the right-most, top-most button on the keyboard or on the right side of the Chromebook by the volume buttons.

  • Hold the Esc key & the Refresh key, then press the Power key.

    • The Esc key is in the top left of the keyboard.

    • The Refresh key looks like a semi-circular arrow, located above the 4 key.

  • A yellow exclamation point (!) or "Please insert a recovery USB stick" is displayed.

  • Press Ctrl+D then press Enter.

  • Press Space, then press Enter.

  • The Chromebook deletes its local data, returning to its initial state. This can take some time.

  • You will need to connect to your Wifi network.

  • You will be returned to the login screen.

5. A yellow exclamation point (!) or "Please insert a recovery USB stick" is displayed.

  • Press Ctrl+D then press Enter.

  • Press Space, then press Enter.

  • The Chromebook deletes its local data, returning to its initial state. This can take some time.

  • You will need to connect to your Wifi network.

  • You will be returned to the login screen.

6. (Trouble) Getting on wifi

  • Turn off the Chromebook by holding down the Power button until the screen fades to white and the monitor turns off.

    • Depending on the model of Chromebook the power button might be the right-most, top-most button on the keyboard or on the right side of the Chromebook by the volume buttons.

  • Turn the Chromebook back on using the Power button.

  • Once the device has booted, on the login screen you should be able to connect to your home wireless network.

    • At the bottom-right of the screen click on the clock area and then click on the Wifi icon.

    • You should see and be able to connect to any available Wifi networks that you know the password for or any that don't require a password.

  • Please let us know if the issue is persistent.

8. Chromebook not acting right, needs to be reset

  • Hold the Esc key & the Refresh key, then press the Power key.

    • The Esc key is in the top left of the keyboard.

    • The Refresh key looks like a semi-circular arrow, located above the 4 key.

    • Depending on the model of Chromebook the power button might be the button on the top, right keyboard or on the right side of the Chromebook by the volume buttons.

  • A yellow exclamation point (!) or "Please insert a recovery USB stick" is displayed.

  • Press Ctrl+D then press Enter.

  • Press Space, then press Enter.

  • The Chromebook deletes its local data, returning to its initial state. This can take some time.

  • You will need to connect to your Wifi network.

  • You will be returned to the login screen.

9. Google account settings need to be reset

  • Open Google Chrome.

  • To the far-right, click on the three vertical dots.

  • Select Settings.

  • Scroll all the way down and select Advanced.

  • Scroll all the way down again and select "Restore settings to their original defaults".

  • Read the message there and hit the "Reset Settings" button.

10. Websites not opening or behaving properly

  • Open Google Chrome.

  • To the far-right, click on the three vertical dots.

  • Select More Tools, and then "Clear Browsing data..."

  • Using the drop-down menu, select a time range. Choose a time when the website behaved correctly.

  • Hit the "Clear Data" button.

  • You cannot clear Browsing History data.

10c. Websites not opening or behaving properly (Cox internet)

  • We have reports of issues with YouTube/Meet/Gmail/etc. and Cox's parental control features.

  • Try changing or turning off these features first and then test YouTube/Meet/Gmail/etc.

  • If you don't know how, visit Cox's support page: Residential Support or contacts them via phone: 1-844-729-5224

For further support please e-mail us at support@wethersfield.me or leave a voice mail on 860-571-8298.

We will respond as soon as we can. Thank you for your patience during this unprecedented time.