Table 10. Touchpad and hotkeys issues
Touchpad / Hotkeys issues
3. Restart the Chrome OS by holding down the power button
until the device turns off, and then turn it back on again.
4. Try using the keys in the Guest account.
5. If users experience hotkey issues with the account that is
not the owner (primary) account, delete the user account
and re-create it.
6. If none of the above steps work, try to Reset or Recover
the Chomebook.
Chrome OS issue
Table 11. Chrome OS issue (continued)
Chrome OS issues
He’s Dead, Jim! error message
If the Chromebook becomes slow or unresponsive, and the
He's Dead, Jim! error message appears, the system could be
running low on memory.
NOTE: If you terminated the process using Google
Chrome's Task Manager, the system's task manager, or
with a command line tool, this message will appear as well.
1. If the page was not ended intentionally, reload the page to
continue. If the message continues to appear, try closing
inactive tabs or other programs to free up more memory.
2. If issue persists, please see He's Dead, Jim! from Google
knowledge base.
Chrome OS is missing or damaged
If the Chromebook does not start and displays the message,
Chrome OS is missing or damaged. Please insert a
recovery USB stick into the USB ports on the device:
Perform a system recovery. See performing Recover
Chromebook for more information.
Chrome OS stops responding and nothing moves on the
computer display
If the Chrome OS stops responding and nothing moves on the
computer display:
1. Turn off the computer.
2. Disconnect all peripheral devices, and remove all USB
devices and media cards.
3. Disconnect the AC adapter.
4. Press and hold the power button for 10 seconds.
5. Reconnect the AC adapter, and turn on the system.
6. If issue persists, please perform a Reset or Recover the
Chromebook.
Lost / Forget Sign in password (Chrome OS)
If you lost/forget the sign-in password to the Chromebook:
1. Check if this is a managed device (Enterprise enrolled
device).
a. If this is a managed device, please contact the
administrator to have them reset the password via
Google Admin Console.
b. If this is not a managed device, please proceed with
the following steps:
2. Sign in as guest or use a different PC.
3. Open an internet browser, and navigate to https://
www.google.com/accounts/recovery/
4. Select I do not know my password, and then enter the
email address that you use to sign in to Google.
72 Troubleshooting
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