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Known issues

Here are some known issues with Chrome. If available, we list a workaround to help troubleshoot the issue.

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Chrome devices

Playback issues on some websites that use protected content

Known issue

Some users might experience issues with playing protected video or audio content on some websites on Chrome OS versions M89 or prior.

Workaround

Option 1—Update to Chrome OS version M90 or above.

Option 2—For users on M89 or prior who cannot upgrade to M90+, use a corresponding Android app to play back content.

Last updated: August 3, 2021

“Your Chromebook is locked due to a known issue” error message

Known issue

Some users can’t sign in to their Chromebook. The error message on the screen includes a countdown timer showing the length of time that users need to wait before they can sign in. During this time, users need to keep their Chromebooks powered on and connected to power. Users should not turn off their Chromebooks.

Workaround

Option 1—Reset Chromebook to factory settings immediately

If users can’t wait the specified amount of time, they can reset their device to factory settings. Resetting erases all the information on the device’s hard drive, including all the files in the Downloads folder. For information about how to factory reset a Chromebook, go to Reset your Chromebook to factory settings.

After you factory reset the device, make sure that the Chromebook's OS has been updated to the latest version. For details, see Update your Chromebook's operating system.

Option 2—Save files by first keeping Chromebook awake for 48 hours

Some users might have files that they need in their Downloads folder that are not backed up to Google Drive or an external storage device.

On Chromebooks that are showing the error message:

  1. Make sure that charger or adapter cables are fully plugged in to the Chromebook and the power outlet.
  2. Sign in as a guest.
  3. Update the Chromebook’s settings so that it stays awake:
    1. At the bottom right, select the time.
    2. Select Settings""and thenDevice.
    3. Click Power.
    4. Under When idle, for While charging and While on battery, choose Keep display on.
    5. Turn off Sleep when cover is closed.
  4. Keep the device awake with the lid open for 48 hours. Don't turn it off.
  5. After 48 hours, exit guest mode.
  6. Sign in using your Google Account.
  7. Back up each file that’s needed. For details, see Open, save, or delete files.
  8. Factory reset the Chromebook.
  9. Make sure that the Chromebook's OS has been updated to the latest version. For details, see Update your Chromebook's operating system.

Last updated: September 30, 2020

Can't unlock device with fingerprint sensor

Known issue

Users can't use their fingerprint to unlock devices.

Workaround

In your Google Admin console, make sure that Fingerprint is selected for the Quick unlock setting on the User & browser settings page. For details, see Set chrome policies for users or browsers.

 

Last updated: June 18, 2020

"A registration certificate could not be obtained" error message

Known issue

You will see this error message when forced re-enrollment is enabled on a Chrome device. This error occurs when auto re-enrollment fails because the device is connected to a network with TLS or SSL inspection that does not have the hostname "chromeos-ca.gstatic.com" allowlisted.

Workaround

Users can switch to the manual re-enrollment screen by clicking X in the top-right corner of the error screen. Or, the administrator can allowlist the hostname chromeos-ca.gstatic.com on the proxy server to allow Chrome devices to automatically re-enroll.

Some Chromebook batteries don't recharge after prolonged storage

Known issue

Lithium ion batteries typically drain slowly when left uncharged for long periods of time, such as during school breaks. The Chromebook models below may discharge so deeply during storage that it affects the battery’s ability to be recharged:  

  • CTL J2 / J4 Chrome for education device
  • CDI eduGear Chromebook K Series
  • HiSense Chromebook 11
  • Poin2 Chromebook 11

Workaround

For instructions on how to store these devices for a long period of time, see Storing Chromebooks long term.

Limitation on number of saved hidden SSID networks a Chrome device can scan and connect to

Known issue

The number of manually saved and managed hidden SSID networks that a Chrome device can scan and connect to is limited by what the WLAN chipset supports, which can vary between Chrome device models.

This can be verified on a Chrome device in dev mode with the following command:

$ /usr/sbin/iw phy | grep -i ssid

As an example, entering this command on an Acer Chromebook C720 would result in the following:

$ /usr/sbin/iw phy | grep -i ssid
        max # scan SSIDs: 4

In this example with an C720 gives us the answer 4. One is consumed by the scan, so it is advised to have a maximum of three hidden SSID networks saved on the device, either by managed network policy or manually added.

Workaround

We encourage customers not to use hidden SSID on their access points.

Important: Please tag these cases with crbug.com/577993 - "FR: Support for more hidden SSIDs than the hardware supports".

Kiosk

Customized kiosk app policies do not apply

Known issue

Your app policies are not applying after adding a new kiosk app.

Workaround

 Select the app from the Auto-Launch Kiosk App list in the Kiosk Settings.

Chrome Enterprise

Drive files suggestions in Chrome only available to Google Workspace Enterprise Plus users

Known issue

Only users who are assigned the Google Workspace Enterprise Edition license can use the Drive file suggestion feature in Google Chrome with all the available search options

Workaround

Users with other types of licenses can search in Drive using the search box on drive.google.com. For details, see Find files in Google Drive.

Users need to enter CAPTCHA challenge for Search

Known issue

This issue can occur if your organization routes all search requests through a single IP using a proxy. Google Search might detect these requests as potential spam and abuse, which triggers a CAPTCHA challenge.

Workaround

  • If you use the DefaultSearchProviderSuggestURL policy, change the URL to {google:baseURL}complete/search?output=chrome&q={searchTerms}.
  • Run a malware check on your network.
  • Stop users from using Hola VPN.

Related topics

Device management

Can't re-enable a disabled Chrome device

Known issue

If you have tried to enable a device running Chrome OS, but the device stays stuck in disabled mode, check the serial number.

To find and check the serial number:

  1. Turn on the device.

  2. Before signing in, press Alt+V.

  3. Compare the serial number you see on the screen to the serial number printed on the device. Some refurbished or otherwise modified Chrome devices might have incorrect serial number stickers.

  4. If the serial numbers don’t match, the printed number is incorrect. If you use the printed number in the enable command, the command will fail.

Workaround

We recommend that you ask the manufacturer to replace the device. If you continue to use the device, use the serial number found on the screen (not on the device’s sticker) to manage the device.

For more details, see View Chrome OS device information.


Changes not recorded in admin audit log

Known issue

Currently, changes to Chrome devices using the Directory API and third party tools are not recorded in admin audit logs.

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