Known issues

If you’re having issues using your Chromebook, check the list below to see possible workarounds for issues we're aware of and working on fixing as soon as possible.

If your issue isn't listed here, please let us know.

System Issues

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Acer Chromebook 13 unable to boot normally

If your Acer Chromebook 13 won’t boot normally, the operating system (OS) may need to be reinstalled. You will need a PC, Mac, or additional Chromebook to restore it. Reinstalling Chrome OS will restore your Chromebook to its factory settings and get it working like new.

Note: When you restore your Chromebook, all of the data on your hard drive will be erased.

To get help reinstalling the OS on your Chromebook, contact Google Live Support.

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"Determining device configuration" error message

If your screen gets stuck on a message that says "determining device configuration" while you're setting up your Chromebook, 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 Live Support.

Network connection

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Can't activate Verizon Wireless when using proxy (U.S. only)

If you have a proxy enabled and it isn’t whitelisted with Verizon Wireless's services, your mobile network access may not activate properly. For more assistance, call Verizon at 1-800-786-8419 (when you hear the menu options, press # on your phone and select option 2 for prepaid support).

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Connection keeps dropping using WPA-TKIP

If you're unable to connect to the network using WPA-TKIP, try these steps below.

  1. Make sure that you have the latest firmware for your router. Compare the latest firmware version that is on your computer and make sure if matches up with the latest version stated on your router's website.
  2. Log into your router if you have access to it. Configure your router for WPA2 personal-AES. For instructions on how to do this, consult your router's manual.
  3. Turn your router off and on.
  4. If you're unable to configure your router or your connection continues to drop, contact a Chromebook agent

We'd like to learn more about your issue, so please complete a very brief survey about your wireless router. The information will be used to help identify and address router-related issues. Please note that we will not respond to any requests submitted in this form.

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Unable to connect to a network using WPA-AES

If you're unable to connect to the network using WPA-AES, try these steps below.

  1. Make sure that you have the latest firmware for your router. Compare the latest firmware version that is on your computer and make sure if matches up with the latest version stated on your router's website.
  2. Log into your router if you have access to it. Configure your router for WPA2-AES. For instructions on how to do this, consult your router's manual.
  3. Turn your router off and on.
  4. If you're unable to configure your router or your connection continues to drop, contact a Chromebook agent
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Can't activate Verizon Wireless network (U.S. only)

If you recently purchased a Chromebook, you may not be able to activate Verizon Wireless. Please contact Verizon Wireless at 1-800-786-8419 and request that your MEID be added to their DMD.

For all other issues, try the solutions listed in this help article.

User account

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I changed my password and now I can't sign in

If you've recently changed your password and you're unable to sign in to your Chromebook, make sue that you're connected to a Wi-Fi network and try signing in with your new password again. It may take a few tries before you're able to sign in with your new password. If you don't have access a non-restricted network, you may see a Sync error and will be unable to update your new password.

Files, apps, and media

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Unable to view all my apps

If you have a large number of apps, they may not all appear in your apps list. As a workaround try either removing unused apps or searching for an app in the omnibox and select the app from the search results that appear.
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Can't open a Microsoft Office file from Google Drive

If you tried to open a file from your Google Drive folder and were unsuccessful, copy and paste that file to your Downloads folder and try again.
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Netflix streaming errors

If you encounter issues with Netflix, check to make sure you've allowed Netflix to run on your system. Visit "chrome://settings/contentExceptions#ppapi-broker" and change "Block" to "Allow" in the dropdown menu.
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Files app icon not working while playing audio

Because the Audio Player is integrated with the Files app, you may notice that selecting the Files app icon from the launcher doesn't open a new window when the Audio Player is running. Use the shortcut Alt+Shift+M to open a new Files app window.
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Can't hear audio from YouTube videos

This may be resolved with an update to the newest version of the Chrome operating system. You can also try to manually adjust the volume using the slider immediately below the video.

Hardware

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Device shows blank screen on starting

If you are seeing a blank screen after starting your Chromebook, hold down the Power button for 10 seconds and the issue should be resolved when your device reboots.

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Acer C7 Chromebook docked mode disabled

On Acer C7 Chromebooks, docked mode has been disabled when connecting to an external monitor.
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Acer C7 won't update

In January 2014, a subset of Acer C7 devices remain on Chrome OS M27. To resolve this issue before the official software update, please switch to the beta channel.
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Some flash media isn't available for recovery process

To prevent accidental overwriting of the operating system and user data on the built-in hard drive, the Chrome OS Recovery Tool only allows writing to USB/Flash drives that are not listed as "fixed." All drives certified for Windows To Go are not compatible. For more information, please contact us.

Plug-ins and extensions

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Flash error while viewing video content

Viewing content-protected (DRM) videos may sometimes be prevented by a persistent Flash error. If this occurs, follow the steps below to clear your browsing data:

  1. Click the Chrome menu Chrome menu on the browser toolbar
  2. Select Settings.
  3. Click Show advanced settings.
  4. In the "Privacy" section, select Clear browsing data to open the "Clear browsing data" dialog box.
  5. Select the Deauthorize content licenses checkbox, then click the Clear browsing data button.
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New tab errors

If multiple new tabs or blank tabs open when you open a single new tab, a broken Chrome extension may be causing the issue. Try disabling the extension that's causing the behavior.

Sync

Accessibility

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Can't enable accessibility features

Press Ctrl+Alt+Z at the sign-in screen to turn on accessibility features. Learn more

Language

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Can't choose correct Norwegian input method

If you first picked a language other than Norwegian when you first set up your Chromebook and now want to switch to a Norwegian keyboard, you might only see an option for a Norwegian input method under Norwegian Bokmål and not Norwegian Nynorsk or standard Norwegian.

We're working on updating this in an upcoming release of Chrome OS.

Website-specific issues

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eBay compatibility

You may notice that your eBay account doesn't work on your Chromebook. We suggest adding a user agent switcher from the Chrome Web Store to see if that resolves your issue.