Issues at the Depot and with Returns caused by Chromebook when Enrolled / Provision and / or Development Mode is Disabled

Both Depot repair and ARB / Returns is not able to service Chromebooks that are still enrolled and / or have Developer Mode Disabled

Note: Customers dont need to have the Chromebook physically with them, to Deprovision or Un-enroll them from the Google Admin Console.

Please follow the process below depending if its Depot Service or System Exchange return:

For Depot Service:

Customers that send their Chromebook to the Depot for repair have the Developer Mode Disabled and Depot repair is not able to service the Motherboard.

Solution:

When setting up Depot Service, advise the Customer to make sure Developer Mode is not Disabled, by Un-enrolling / De-Provisioning the System. This will reduce the time of the Depot Service and not waste an additional Motherboards, as a replacement Motherboard is the only solution at this time.

Please provide Customers the following information or Link (https://support.google.com/chrome/a/answer/3523633?hl=en )

1. Sign in (https://admin.google.com/) to your Google Admin console .
   Sign in using your Administrator Account (does not end in @GMail.com).
2. From the Admin console Home page, go to Device Management > Chrome Management.
   If you don't see Device Management on the Home page, click More controls at the bottom.
3. If the Filters pane on the left isn’t open, click on Filter to open it.
4. On the left, under By Status, select Provisioned or Disabled, depending on the current status of the device you want to deprovision.
5. On the left, click the organization the device is in.
   Note: If you don't know which organization a device is in, you can search by device serial number in the search field at the top of the list of organizations.
6. Check the box next to the device you want to deprovision.
   Note: If you’re deprovisioning multiple devices for different reasons, deprovision them in groups, depending on the reason.
7. At the top, click More Actions > Deprovision.
8. Check the box to confirm that you understand the actions to re-enroll a device.
9. Select your deprovisioning reason. See the table below for guidelines.
10. Click Deprovision.
11. After the system has been Deprovisioned in the Google Admin Console, please make sure the system is powered on (if Possible) and connected to the network. This is to insure that the system receives the deprovision message from the Admin console.

For Exchange / Replacement:

When a Customer receives a replacement Chromebook and the old system is sent to returns (ARB) it’s still enrolled / Provisioned and it can’t be sold as a refurbished System as its still registered to the previous Customer.

Also, Customers that send the Chromebook to returns have the Developer Mode Disabled and ARB / returns is not able to refurbish the System.

Solution:

When setting up a Chromebook Exchange, please remind the Customer to Un-enroll / De-Provision the Chromebook. This will also release one of the Google license, so it can be used on the replacement Chromebook.

Also ensure that Developer Mode is not Disabled.

Please provide Customers the following information or Link: https://support.google.com/chrome/a/answer/3523633?hl=en

1. Sign in (https://admin.google.com/) to your Google Admin console .
   Sign in using your Administrator Account (does not end in @GMail.com).
2. From the Admin console Home page, go to Device Management > Chrome Management.
   If you don't see Device Management on the Home page, click More controls at the bottom.
3. If the Filters pane on the left isn’t open, click on Filter to open it.
4. On the left, under By Status, select Provisioned or Disabled, depending on the current status of the device you want to deprovision.
5. On the left, click the organization the device is in.
   Note: If you don't know which organization a device is in, you can search by device serial number in the search field at the top of the list of organizations.
6. Check the box next to the device you want to deprovision.
   Note: If you’re deprovisioning multiple devices for different reasons, deprovision them in groups, depending on the reason.
7. At the top, click More Actions > Deprovision.
8. Check the box to confirm that you understand the actions to re-enroll a device.
9. Select your deprovisioning reason. See the table below for guidelines.
10. Click Deprovision.
11. After the system has been Deprovisioned in the Google Admin Console, please make sure the system is powered on (if Possible) and connected to the network. This is to insure that the system receives the deprovision message from the Admin console.