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Help! I recently updated my Samsung chromebook 2 (pro) and it's not connecting to my home wifi!
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I called my wifi provider, can't help. I called Samsung, can't help. I went to Geek Squad, they said wifi works at the store. I don't believe I should pay for corrupted os update. I'm hoping I could get in contact with someone at Google and they can fix this. From what I see I'm far from alone. If anyone has contact info OR easy instructions for me to fix this I'd appreciate it. I'm so upset and set back in work right now.
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I'm a Mr. Fixit who uses Sherlock Holmes diagnostic techniques.
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It's not your Chromebook or the ChromeOS update. It's probably your WiFi router.
 
Do this first.
  1. Turn off your Chromebook (don't just close the lid - do a complete power off)
  2. Turn off your WiFi router by unplugging the power cord. Also turn off all extenders, modem, and other network components.
  3. Wait 10 seconds or so.
  4. Plug in the power to the network equipment and watch the blinking lights until it all boots up completely.
  5. Turn on your Chromebook and wait for it to connect to the WiFi. The WiFi connection icon will stop pulsing.
  6. Sign in to your profile.
Did that fix it? If not, you need an updated router. If your internet provider supplied the router, tell them you need a firmware update or a new router.
 
If you bought the router at some point in the past, you need to replace it or do some troubleshooting. Here are the details:
 
This contains detailed troubleshooting steps for identifying and solving WiFi issues. If you are not comfortable, or do not understand, the steps, get someone to help you. Keep detailed notes of anything that you change in your ChromeOS computer, or router. Change only one thing at a time, reboot the router and ChromeOS computer, and then test to see if the problem was fixed.
 
Read everything first, before doing anything. If you do not understand something, get someone to help you.
 
The only way to properly determine if your connectivity problem is caused by your Chromebook or your router is to test the Chromebook at other locations or other WiFi connections. If it can't connect anywhere, the problem is in your Chromebook and you will need to contact the manufacturer or a repair shop. The fact that it worked at Best Buy is proof that your Chromebook is fine.
 
If you are using a managed device from a school or company, it may be restricted to only certain networks. Contact your administrator if that is the case.
 
Does the owner's profile on your ChromeOS computer connect, but not the others? If so, enable the WiFi option "Other users of this device can use this network."
 
If you are having problems re-connecting to your WiFi after your Chromebook wakes from sleep, try this:
​Go to settings > advanced  > privacy & security > keep wifi on during sleep. Enable that option. It seems to help some users. Also, make your network "preferred" 
 
If you can connect to the WiFi network, but you can't get any internet content, you are probably dealing with a captive portal WiFi system. Let us know if that is the situation, and we can give you some techniques that will help you sign in to the portal.
 
If you can connect properly at other WiFi locations such as a coffee shop or a friend's house, or with your phone's hotspot, it's the router, or router settings.
   But all my other computers and my Xbox and my phone work fine.
It's the router.
   But I know it's not the router.
It's the router.
   But . . .
It's the router.
 
See this Help site to get started with troubleshooting. Be aware that some older routers simply aren't compatible with Chromebooks due to incomplete or obsolete network protocol implementations. The Chromebook is always being updated to provide the latest and most secure connections possible. 
 
Then, watch this video and perform all of the troubleshooting steps that are described.
 
Run the Chrome Connectivity Diagnostics to help identify the actual problem. You can download that app here if it is not already installed:
 
If you have any "wifi extenders" in your home, they are frequently the cause of WiFi issues. Unplug them and see if that cures the problem. If it does, you need a different (newer, or stronger) router, or move to a modern mesh system such as Google WiFi. If you add a mesh system, but be sure to change your existing router to "bridged mode". Contact your ISP for assistance, if you are using a router they supplied.
 
If you are having problems with Android apps, but not websites, you may have an improperly configured VPN. Disable it, temporarily, and see if the problem goes away. If it does, consult with the VPN's support site.
 
If you have access to your router's settings, these tweaks often solve the problem:
  1. A firmware update in the router can sometimes fix compatibility issues.
  2. If your router is dual-band (2.4 and 5 GHz), assign a different SSID to each band. This will let you choose the band and see if one works better than the other for your location in your house. 5GHz does not travel through walls and floors well. Your Chromebook may try to connect to the 5 GHz band, and then have problems reconnecting in a weaker signal area of your home..
  3. If you are using an extender or repeater, turn it off to see if it is contributing to your problems.
  4. If you have your own WiFi router, and have plugged it into the router provided by your internet service provider (ISP), you should change the ISP's router to "bridge mode". Contact your ISP if you need help with that. Having two active routers can cause all sorts of problems.
  5. In the router's WiFi security settings, make sure that your encryption is set to WPA2-PSK with AES Encryption. Disable TKIP if it is enabled. You may have to select WPA/WPA2. Do not select WPA only, as it is not secure.
  6. Disable WPS.
  7. Disable IPv6 - unless you are specifically using it.
  8. Disable WMM/QoS
  9. Do not use a hidden SSID - it really does nothing to improve security! Some Chromebooks will have problems connecting to a hidden SSID.
  10. Check (or temporarily disable) firewall settings to see if ports or sites are being blocked that may impact normal internet use. If you use something like Netgear's Armor or other router security packages, disable them as a test.
  11. Change the name servers from your ISP's default to Google's servers, 8.8.8.8 and 8.8.4.4
  12. Make sure that the 2.4 GHz channel is set to only 1, 6, or 11. Other channels can cause problems. 
  13. Test for Bluetooth interference on the 2.4 GHz band - temporarily turn off Bluetooth and see if that helps. If it does, change WiFi channel and try again with Bluetooth turned on.
  14. Use a tool like farproc’s WiFi Analyzer on your phone (Android or iOS) to look for nearby routers causing interference.
    • https://sites.google.com/site/farproc/wifi-analyzer
    • Look for other nearby routers operating on the unapproved channels and choose your channel for minimal interference.
    • Use WiFi Analyzer's Channel graph to see if neighboring routers are on an interfering channel. Channel Rating feature to select the best channel for your router.
  15. If your router selects the WiFi channel automatically, the disconnections you are seeing might happen when the router senses interference and switches to a different channel. Based on the results from the WiFi Analyzer app, select the best channel numbers and manually set your router to that channel.
  16. If you are in a country other than the US, and you have a Chromebook that was produced for the US market, there may be an incompatibility between the router's radio channel and the Chromebook. US devices are restricted to channels 1-11, while channels 12-14 may be in use in other countries. If your router automatically selects channels, it may select channels 12-14, and your Chromebook will lose access.
  17. Save the changes and reboot the router
  18. Reboot the Chromebook - do a complete power down, don't just close the lid.
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Thank you, the issue is a captive portal. My wifi isn't using it from what I was told. It's gstatic. I'd appreciate help with it.
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I'm a Mr. Fixit who uses Sherlock Holmes diagnostic techniques.
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Is this a school Chromebook?
 
 
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No, it's my personal chromebook. I updated my response after reading through your message for a second time. Captive portal issue
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I'm a Mr. Fixit who uses Sherlock Holmes diagnostic techniques.
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So, it's working now?
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No. It won't connect to any wifi (I have 4 options in my home including a backup router). It connected to an open network nearby but wouldn't load any pages in chrome. Captive portal is still coming up.
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You break it, I fix it.
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Did you go through the steps in Jim's post? 
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I'm a Mr. Fixit who uses Sherlock Holmes diagnostic techniques.
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When, exactly, is the Captive Portal message being displayed? Can you use your phone to take a picture of it?
 
There is an open bug that displays captive portal errors improperly, when something else is actually causing the problem. We need to try to figure out what is actually happening.
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I'm a Mr. Fixit who uses Sherlock Holmes diagnostic techniques.
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Also - when you connect to the open network, try using Guest instead of your profile. Can you open pages in Chrome then?
 
That will help eliminate some potential issues.
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I'll try that, thank you.
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