Chromebook 11 3380 Disassembly and Reassembly Guide - For use by Dell Certified Technicians only

Basic troubleshooting

This page contains all the information for Dell Chromebook 13 (3380) basic troubleshooting.

NOTE Refer to Google Help Center for the online troubleshooter.

NOTE Resetting the Chromebook, also known as Powerwash, can be attempted before Recovering the Chromebook. Recovering the Chromebook is the last resort.

Power issues

Table 1. Power IssueThis table describes power issue
Power issues
Issue	Possible solutions
Chromebook does not Power On	If the Chromebook does not turn on, follow these steps: Remove all external devices. If the Chromebook starts, reconnect devices one at a time while restarting the computer to figure out which device is causing the problem. You are done. If the Chromebook still does not start or exhibits the same problem, do not reconnect anything, and continue troubleshooting. The battery life might be too low. Plug the Chromebook into the AC adapter and let it charge for at least an hour and try turning it on again. NOTE When a new Chromebook is used for the first time, the battery is still in shipping mode. To resolve this issue, turn off the Chromebook and plug in the AC adapter and turn on the Chromebook again. Depending on the Chromebook you have, you may see a power indicator light close to the charging port. If you have let the Chromebook charge and the light is not coming on, perform a hard reset by pressing Refresh + Power. Use a different AC adapter with the same power voltage. Remove the AC adapter and turn on with the battery power only. If the above steps did not resolve the issue, perform a hard reset. NOTE You can perform a hard reset by pressing Refresh + Power.

Display issue

Table 2. Display issueThis table describes display issue
Display issue
Issue	Possible solutions
Screen is Blank	If the Chromebook's screen is blank, try the following troubleshooting steps to resolve the issue, checking to see if the screen turns on after each step: Make sure the Chromebook is on. If you are using the battery, plug the Chromebook in and press the power button. Restart the Chromebook by holding the power button down until the device turns off, then turn it back on again. Reset or Recover the Chromebook.

Audio, screen and camera issues

Table 3. Audio, screen, and camera issuesThis table describes audio, screen, and camera issues:
Audio, screen and camera issues
Issues	Possible solutions
Audio issues	If you hear static or the volume from the speakers is very low when attempting to listen to audio: Make sure the device is not muted. Try adjusting the volume. Try rebooting the Chromebook. Try playing audio from various sources, including YouTube and audio files stored locally on the Chromebook. If the speakers are not responding when attempting to listen to audio: Unplug the device from all cables (USB, headphones, and displays). Try playing audio from various sources, including YouTube and audio files stored locally on the Chromebook. Try rebooting the Chromebook. If audio still does not respond, try Reset or Recover the Chromebook
Screen issues	If the screen is not operating properly (images are too dark or no image is appearing): Try adjusting the brightness with the brightness keys at the top of the keyboard. In the status area in the bottom-right of the screen, check the display and make sure there are no issues with a mirrored or extended display. Try rebooting the Chromebook If the screen issues persist, try Reset or Recover the Chromebook.
Camera issues	If the camera is not operating properly (blurry images or poor performance): Check that the camera is not being blocked or covered by a privacy screen or other obstruction. Try using different apps that use the camera. Try a Google+ Hangout or the onboard camera app Try rebooting the Chromebook If the camera issues persist, try Reset or Recover the Chromebook.

Bluetooth issue

Table 4. Bluetooth issueThis table describes Bluetooth issues:
Bluetooth issue
Issue	Possible solutions
Bluetooth issues	If you run into issues while attempting to pair or use a Bluetooth device with the Chromebook, try the following steps to resolve the issue: First, make sure that the Bluetooth device you're trying to pair is supported by the Chromebook. Check with the device vendor for compatibility. Chrome does not support driver installation, so specialized devices may not work. Try disabling and re-enabling Bluetooth connectivity from the status area in the lower-right corner. Try restarting the Chromebook. If you are still encountering issues with Bluetooth, try Reset or Recover the Chromebook.

Touchpad and Hotkeys Issues

Table 5. Touchpad / Hotkeys IssuesThis table describes touchpad / Hotkeys Issues:
Touchpad / Hotkeys issues
Issue	Possible solutions
Touchpad not responding	If the touchpad has stopped responding, try the following steps to resolve the issue. Try moving the cursor after each step: Tap the Esc key several times. Drumroll the fingers across the touchpad for a few seconds. Restart the Chrome OS by holding down the power button until the device turns off, and then turn it back on again. If the cursor still does not move when using the touchpad, try logging in from the Guest account using the tab key to navigate. If users experience touchpad issues with the account that is not the owner (primary) account, delete the user account and re-create it. Again, use the tab key to navigate. If none of the above steps work, try Reset or Recover the Chromebook.
Top row of keys (Hotkeys) not responding	If a hotkey (like the volume or brightness keys) is not responding, try the following troubleshooting steps, making sure to test the keys after each one: If the affected key is volume or brightness, check to make sure you are not at the upper or lower limit for that setting. If the backward or forward buttons do not work, check the same icons in a web browser are not grayed out. For example, if the back button on a web page is grayed, this is because the browser is not aware of a page to move backward to. Restart the Chrome OS by holding down the power button until the device turns off, and then turn it back on again. Try using the keys in the Guest account. If users experience hotkey issues with the account that is not the owner (primary) account, delete the user account and re-create it. If none of the above steps work, try Reset or Recover the Chromebook.

Chrome OS issue

Table 6. Chrome OS issueThis table describes some Chrome OS issues:
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. If the page wasn’t 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. If issue persists, please see He's Dead, Jim! from theGoogle 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: Turn off the computer. Disconnect all peripheral devices and remove all USB devices and media cards Disconnect the AC adapter. Press and hold the power button for 10 seconds. Reconnect the AC adapter and turn on the system. 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). If this is a managed device, please contact the administrator to have them reset the password via Google Admin Console. If this is not a managed device, please proceed with the following steps. Sign in as guest or use a different PC. Open an internet browser and navigate to https://www.google.com/accounts/recovery/. Select I don’t know my password, and then enter the e-mail address that you use to sign in to Google. 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.