Table 10. Chrome OS issue (continued)
Chrome OS issues
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.
5. Click Continue and follow the on-screen instructions to
reset the password.
Other Chromebook lock up or freeze symptoms that are not
listed here
If none of the above symptoms match the Chromebook’s
issue, refer to Google Help Center for the online
troubleshooter and more help.
CROSH
This topic covers the information you need to know for the Chrome Shell (CROSH). CROSH and the Google Chrome URL
commands provide some troubleshooting tools, information, and advanced settings.
The Chrome OS does not support ePSA, Dell BIOS, the F12 boot menu, or DellConnect. There are no preboot diagnostics.
All troubleshooting must be done inside the OS. Chrome Shell (CROSH) and the Chrome URL commands provide some
troubleshooting tools, information, and advanced settings. CROSH is a command line interface similar to the Linux BASH or
Windows command (cmd.exe) terminals. Chrome OS is based on Linux, but CROSH does not recognize most Linux commands.
The most useful commands for troubleshooting are memory test, storage_test_1, storage_test_2, ping, and tracepath. Ping
works differently than it does in Windows. By default, it repeats until you press <Ctrl> + <C>, and it does not show any
statistics. The tracepath command is similar to the Windows traceroute command. A detailed explanation of the commands can
be viewed below, by typing help, or help_advanced in CROSH.
1. Open the Chrome browser.
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