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

“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.


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

Momentary black screen during firmware update for certain devices after Chrome OS 72 update

Known issue

A firmware update is coming in Chrome OS 72 for some Chrome devices. This update will cause the screen to go black for 30-60 seconds and the device to be unresponsive while the update is taking place. Once the firmware update is complete, the Chrome device will function normally.

Affected devices

ASUS Chromebook C223
Lenovo 100e
Lenovo 500e


Last updated: March 20, 2019

Can't unlock device with fingerprint sensor

Known issue

Users can't use their fingerprint to unlock devices.


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

Chrome device won't accept correct password

Known issue

We’ve received reports that some users cannot sign in to their managed Chrome device, even when they’re using the correct password.

We’ve also received reports that on startup, some Chrome Kiosks are showing the Chrome OS sign-in page instead of auto-launching their applications.


Here are the methods that users have reported as resolving these issues:

  • Remove the user account from the Chrome device, and then recreate the user account on the affected device. Try now to sign in to the Chrome device.
  • If that fails, wipe and re-enroll the Chrome device.

We are actively looking into these issues, and will update with more detailed information soon.


Last updated: September 19, 2018

"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 "" allowlisted.


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 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


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.


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

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

"Determining device configuration" error message

Known issue

If your screen gets stuck on a message that says "Determining device configuration" while you're setting up your Chromebook for the first time, you may need to reboot your system.


  1. Press and hold the power button until your Chromebook shuts down.
  2. Turn your Chromebook back on.

If the error message still appears, contact Google Support.


Some Chromeboxes reported unresponsive in kiosk mode

Known issue

Some admins have reported that their ASUS Chromebox 3 and CTL Chromebox CBx1 devices in kiosk mode have become unresponsive, with no HDMI signal, after leaving them on for some time. The power LED stays on, however, these devices are unresponsive.

Affected devices

  • ASUS Chromebox 3
  • CTL Chromebox CBx1


We are currently investigating this issue. If you suspect that your domain  
has affected units, please open a support case with us.

To recover these devices, power them off and on again. Update to Chrome version 72 and later. If you're using version pinning for Chrome, make sure you've updated to Chrome 72 or later. Customers have reported updating as mitigating this issue.


Last updated: March 22, 2019

“Your system is repairing itself. Please wait.” error message

Known issue

If your screen gets stuck on a message that says “Your system is repairing itself. Please wait.” when you start the device, the hardware might be faulty. You might need to replace the device.


If you suspect that your organization has affected devices, open a support case with us.

Chrome Kiosk won't launch. I'm seeing the sign-in

Known issue:

We’ve received reports that on startup, some Chrome Kiosks are showing the Chrome OS sign-in page instead of auto-launching the kiosk app.

Steps to resolve issue:

Here is a method some users have reported as resolving this issue:

We are actively looking into this issue, and will update this Known Issue with more detailed information and instructions soon.


Last updated: September 19, 2018

Customized kiosk app policies do not apply

Known issue

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


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

Google Docs error in Chrome Sign Builder

Known issue

In Chrome Sign Builder, when I add a Google Slides presentation and configure settings using Open presentation options, I see a Google Docs error.


When you add the presentation URL in the Add new content window of Chrome Sign Builder, don’t click Open presentation options. Instead, change any needed settings in the Publish to the web window in Google Slides and use the published URL.

For more information about this workaround, see this Chromium bug.

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


Users with other types of licenses can search in Drive using the search box on 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.


  • 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

Error: "Subject Alternative Name Missing" or NET::ERR_CERT_COMMON_NAME_INVALID or "Your connection is not private"

Known issue

During Transport Layer Security (TLS) connections, Chrome browser checks to make sure the connection to the site is using a valid, trusted server certificate.

For Chrome 58 and later, only the subjectAlternativeName extension, not commonName, is used to match the domain name and site certificate. The certificate subject alternative name can be a domain name or IP address. If the certificate doesn’t have the correct subjectAlternativeName extension, users get a NET::ERR_CERT_COMMON_NAME_INVALID error letting them know that the connection isn’t private. If the certificate is missing a subjectAlternativeName extension, users see a warning in the Security panel in Chrome DevTools that lets them know the subject alternative name is missing.


Some public key infrastructures (PKIs), legacy systems, and older versions of network monitoring software use certificates without subjectAlternativeName extensions. If you’re having issues with any of these, contact the software vendor or administrator and ask them to generate a new certificate.

For Microsoft® Windows®, you can use the PowerShell Cmdlet New-SelfSignedCertificate and specify the DnsName parameter.

For OpenSSL, you can use the subjectAltName extension to specify the subject alternative name.

If needed, until Chrome 65, you can set the EnableCommonNameFallbackForLocalAnchors policy. This lets Chrome use the commonName of a certificate to match a hostname if the certificate is missing a subjectAlternativeName extension.

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.


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.

User can't sign in even though they're on approved user list

Known issue

If users are receiving errors during sign-in stating that they aren't allowed to log in to the device due to a domain policy, this may be caused by SSL filtering.


We've recently updated the list of URLs to allowlist for SSL filters, so please review and update the URLs to this list.

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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