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How to Recover and Reset the ChromeOS on a Dell Chromebook

Summary: The following article provides information that takes you through how to use the ChromeOS recovery tool. Step-by-Step instructions to recover and reset your ChromeOS on your Dell Chromebook. ...

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Instructions

Table of Contents:

  1. The Chrome Operating System
  2. Resetting your Dell Chromebook
  3. Recovering your Dell Chromebook
  4. Troubleshooting Steps

The Chrome Operating System

The Google Chrome operating system powers Dell Chromebooks. It is based on Google's popular Chrome Browser. It has been developed to provide a fast, simple, and more secure computing experience for users who spend most of their time online.

The key benefits are:

Fast:

A custom BIOS boots in five seconds and resumes in less than one second

Simple:

It updates automatically in the background, and the user data stays in the cloud

Secure:

A file system and firmware that is verified against modifications at boot and during run time and the Trusted Platform Module (TPM) provides added protection

Resetting your Dell Chromebook

All local data that is stored on your Dell Chromebook can be cleared by resetting it to its original factory settings. This is also known as a PowerWash. This is of most use when you are having user profile difficulties on your device. Most troubleshooting guides recommend trying a reset before you attempt to recover your Chromebook.

Warning: Do not use this guide if you are using a managed Chrome device. You CANNOT re-enroll your device after PowerWashing it.

  1. Sign out of your Chromebook:

    • Method One:

      1. Press and hold down the CTRL + ALT + SHIFT + R keys.

      2. Select Restart.

      3. Select Powerwash > Continue from the box that appears.

    • Method Two:

      1. Click the status area in the bottom right-hand side corner - where your account image appears.

        Chrome Status Area

      2. Select Settings and click Show Advanced settings at the bottom of the page.

        Chrome Status Area Opened

        Chrome Settings page

      3. Find the PowerWash section and click Restart.

        Powerwash button on the Settings Page

  2. In the window that opens, select Restart.

This takes you back to how it cam fresh from the factory. You must go through the setup for the device again.

Note: The account you sign in with after resetting your Chromebook becomes the owner account.
Note: Once you have set up your device, check the following link for further instructions. It explains how to ensure that you keep your Chromebook up to date with the most recent updates available. Learn How to check for Chromebook Software Updates.

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Recovering your Dell Chromebook

This means installing a new version of the ChromeOS on your Dell Chromebook by going through the recovery process. You would want to do this after a major part replacement. (Motherboard or Storage Drive.) Alternatively, if you are having problems updating your Chromebook or if it stops working.

Warning: All account information and data that is stored on your Chromebook, such as photos, downloaded files, and saved networks, are deleted. Owner privileges for your primary account are reset. The recovery process does not affect the Google Accounts and any data that is synced to those accounts. After the recovery process is completed, you are guided through the initial setup again.
Note: Dell is not responsible for backing up your data, creating backup media and reloading your operating system. You must be responsible for the data on your Chromebook and keeping any backups and media up to date.

Do you see a ChromeOS is missing or damaged message? If you do, try a hard reset of your Chromebook first. Hold Down Refresh + Power together. If the message continues, carry on with this guide.

Do you see a ChromeOS verification is turned off message instead? Pressing Ctrl + D together enables you to enter developer mode. However, if you press the Space Bar instead - the screen asks you to recover your device.

Enter Recover Mode

  1. Disconnect any peripheral devices from the faulty Chromebook.

  2. Press down and hold the ESC + Refresh keys and press the power button.

  3. Release the power button.

Recover using the Internet

  1. Select Recover using Internet connection.

  2. The on-screen instructions take you through the recovery process.

  3. The Chromebook restarts to complete the recovery process.

Switch to the following method if the device does not have the Internet recovery option or you do not have access to an Internet connection.

Recover using external removable media

Note:

Requirements:

  • A Chrome device with Administrator rights or a Windows, Mac, or Linux device with Administrator privileges
  • An 8 GB or larger USB flash drive card that you do not mind wiping, that works on the faulty Chromebook
Create a Recovery USB flash drive
Note: When recovering your Chromebook, ensure that you create the recovery flash drive for the correct model. You can create the recovery tool on a Chrome, Windows, Mac, or Linux device. (Previously this was a tool like Image Burner)
Note: You have to have access to a working laptop or desktop to recover your Chromebook.
Create a recovery drive in ChromeOS
Note: When you create a recovery flash drive, be aware the tool may not be available in all languages.
Note: Ensure that you can use removable media on the working Chromebook device.

  1. On a working Chromebook, go to the Chrome Web Store and install the Chromebook Recovery Utility extension.

  2. Open the recovery extension:

    1. Click Extensions at the upper right corner of the browser.

    2. Click the Chromebook Recovery Utility extension. If the extension window does not automatically appear on your screen, ensure it is turned on.

  3. Click Get started.

  4. Click Select a model from a list. (Alternatively, type in the model number of the Chromebook you want to recover. The bottom of the error message on the faulty Chromebook screen gives you the number.)

  5. Click Continue.

  6. Connect your USB flash drive to the laptop or desktop.

  7. In the dropdown menu, select the USB flash drive that you connected.

  8. Click Continue.

  9. Click Create now.

  10. Remove the USB flash drive from the laptop or desktop, When you get a message on-screen saying that your recovery media is ready.

Create a recovery drive in Windows
Note: When you create a recovery flash drive, be aware the tool may not be available in all languages.

  1. Install the Chrome Browser: (If it is not already installed on your laptop or desktop)

  2. Go to the Chrome Web Store and install the Chromebook Recovery Utility browser extension.

  3. Open the recovery extension:

    1. Click Extensions at the upper right corner of the browser.

    2. Click the Chromebook Recovery Utility extension. If the extension window does not automatically appear on your screen, ensure it is turned on.

  4. Click Get started.

  5. Click Select a model from a list. (Alternatively, type in the model number of the Chromebook you want to recover. The bottom of the error message on the faulty Chromebook screen gives you the number.)

  6. Click Continue.

  7. Connect your USB flash drive to the laptop or desktop.

  8. In the dropdown menu, select the USB flash drive that you connected.

  9. Click Continue.

  10. Click Create now.

  11. Remove the USB flash drive from the laptop or desktop, when you get a message on-screen saying that your recovery media is ready.

Create a recovery drive in Linux
Note: When you create a recovery flash drive, the tool may not be available in all languages.

  1. Use the following link to download the recovery tool:

  2. Modify the script permissions to allow the file to run with the following terminal command:

    $ sudo chmod 755 linux_recovery.sh

  3. Run the script with root privileges using the following terminal command:

    $ sudo bash linux-recovery.sh

  4. Follow the prompts from the tool to complete building the recovery image.

Create a recovery drive in macOS
Note: When you create a recovery flash drive, be aware the tool may not be available in all languages.

  1. Install the Chrome Browser: (If it is not already installed on your Mac)

  2. Go to the Chrome Web Store and install the Chromebook Recovery Utility browser extension.

  3. Open the recovery extension:

    1. Click Extensions at the upper right corner of the browser.

    2. Click the Chromebook Recovery Utility extension. If the extension window does not automatically appear on your screen, ensure it is turned on.

  4. Click Get started.

  5. Click Select a model from a list. (Alternatively, type in the model number of the Chromebook you want to recover. The bottom of the error message on the faulty Chromebook screen gives you the number.)

  6. Click Continue.

  7. Connect your USB flash drive to the Mac.

  8. In the dropdown menu, select the USB flash drive that you connected.

  9. Click Continue.

  10. Click Create now.

  11. Remove the USB flash drive from the Mac, when you get a message on-screen saying that your recovery media is ready.

Reinstall the Chrome Operating System

  1. Ensure that the faulty Chromebook is in Recovery Mode.

  2. Insert the USB flash drive when the device displays either the ChromeOS is missing or damaged or insert the recovery USB stick on-screen message.

  3. Wait for the faulty Dell Chromebook to boot from the flash drive.

  4. Follow the on-screen instructions that appear.

  5. On successful installation of the ChromeOS, you are prompted to remove the USB flash drive.

  6. Your Chromebook automatically restarts and boots.

Note: Because the data on your Chromebook has been cleared, you must go through the initial setup again. Ensure to sign in to your Primary Google account if this is set as the Owner account.
Note: Before you try to reuse your USB Flash drive or Secure Digital (SD) Card, you must run it through the Recovery extension tool again. Select Erase Recovery Media and follow the on-screen instructions. Once it is complete, you must format the removable drive using your operating laptop or desktops formatting application.

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Troubleshooting Steps

If you run into trouble while carrying out any of the steps above, the following table has some helpful tips on resolving them. If you are still having issues after this, contact us to take this further.

Question Solution
I am unable to recover my Chromebook. We recommend creating the recovery media with the latest version of ChromeOS. Avoid using recovery media that may contain an older version of the operating system. It helps to ensure that you are running the latest version of ChromeOS once you recover your Chromebook.
An error message - An unexpected error has occurred.

Try the following steps:

  1. Confirm that you completed all instructions exactly as specified in the Create a recovery USB flash drive or SD card section.
  2. Use the Erase the storage drive function and try creating the recovery drive again.
  3. Try using a different USB stick or SD card.
  4. If the problem persists, contact the Google Chrome support team.
An error message - The device you inserted does not contain a ChromeOS.

Try the following steps:

  1. Confirm that you completed all instructions exactly as specified in the Create a recovery USB flash drive or SD card section.
  2. Use the Erase the storage drive function and try creating the recovery drive again.
  3. Try using a different USB stick or SD card.
  4. If the problem persists, contact the Google Chrome support team.
An error message - The security module on this device is not working.

You should contact the Google Chrome support team.
An error message - You are using an out-of-date ChromeOS recovery image. You should download an up-to-date recovery image. Follow all the instructions exactly as specified in the Create a recovery USB flash drive or SD card.
You successfully recovered your Chromebook, but now you cannot use your USB or SD card with Windows. After you have completed recovery, you must format your USB or SD card using the recovery tool.
You successfully recovered your Chromebook, but now Windows does not recognize the whole size of the USB or SD card that is used for recovery. After you have completed recovery, you must format your USB or SD card using the recovery tool.
Note: For more information about how to recover your Chromebook, go to Recover your Chromebook. This hyperlink is taking you to a website outside of Dell Technologies..

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Additional Information

Out of Warranty support Out of warranty? Browse to the Dell.com/support website and enter your Dell Service Tag and view our offers.

Note: Offers are only available for US, Canada, UK, France, Germany, China, and Japan personal computer customers. Servers and Storage products are not applicable.

Affected Products

Chromebox, Chromebook, Chromebook, Chromebook, Dell Chromebox 3010, ChromeBox For Meetings
Article Properties
Article Number: 000132034
Article Type: How To
Last Modified: 15 Nov 2024
Version:  11
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