Chromebook Support Guide

Extensions will not download or run.

Step 1:​ First, check that:

● The Chromebook is not out of storage memory.

● The Chromebook is on a strong network.

Step 2: ​If that is not successful, powerwash the Chromebook and restart.

If the issue persists:

● For devices under warranty, contact the manufacturer.

No sound or volume does not work.

Step 1:​ First, check that:

● The app/website does not have separate volume controls.

● The device is not connected wirelessly to another sound

output.

● Nothing has been broken inside the headphone jack.

Step 2:​ If sound/volume still does not work, restart the device.

If the issue persists:

● For devices under warranty, contact the manufacturer.

● Submit a claim with tech department 

Locate the IMEI (i.e., Device ID)

Step 1:​ First, check that:

● You have the device on hand.

● You can unlock the device.

Step 2: ​To locate the IMEI on your device:

● Navigate: Apps icon > Settings

● Click the mobile data arrow

● Click Advanced

● Click IMEI information

● View the IMEI

Wi-Fi does not work while on campus or on home network.

Step 1: ​First, check that:

● The device Wi-Fi setting turned on.

● The device is not in airplane mode.

● The internet filter is not causing an issue.

● The network or access point aren’t the issue by trying

different ones.

● The internet is not down at the site.

Step 2:

If the Wi-Fi still does not work, restart the device.

Step 3:​ Contact district IT staff if the internet is down or if the internet filter is the issue.

If the issue persists: Contact school IT staff 

Extensions will not download or run.

Step 1:​ First, check that:

● The Chromebook is not out of storage memory.

● The Chromebook is on a strong network.

Step 2: ​If that is not successful, powerwash the Chromebook and restart.

If the issue persists:

● For devices under warranty, contact the manufacturer.

Cellular data is very slow.

Step 1: ​First, check:

● The amount of data the device has used that month.

● That there is a strong LTE signal at that location.

● To see if cellular data has been turned off for unused apps.

Step 2:​ If the device is still running slow, restart the device.

If the issue persists,:

● Submit a ​ticket and include device information.

Screen is black or not displaying correctly.

Step 1:

● Has the device been restarted?

● Does the Chromebook do this on all sites and extensions?

● Are all apps/windows closed?

● Have you hooked the Chromebook up to an external

monitor to see if the problem is the monitor or CPU?

Touchscreen is not working.

Step 1:​ First, try these steps. Test the touchscreen after each step.

● Wipe off any dust or dirt on your touchscreen.

● Reset the Chromebook hardware (hard reset).

● Reset the Chromebook to factory settings.

If the issue persists:

● For devices under warranty, contact the School.

● For devices not under warranty, submit a claim with your school

Device is damaged.

Step 1: ​Determine whether this was accidental damage.

Step 2:

● If the damage is accidental, submit a​ claim with your school.

● If damage is not accidental, follow school district protocols

for repair/replacement. If the device is replaced, notify VILS Technical Project Director (TPD) with the decommissioned iPad and/or SIM card information. Provide information for the new Chromebook to TPD.

Chromebook will not turn on or will not charge.

(Note: Chromebook must receive a 30 watt charge)

Step 1:​ First, check that:

● The charger or adapter cables are completely plugged in,

both to your Chromebook and the wall.

● The power outlet is working.

Step 2: ​If the battery still will not charge, conduct a hard reset.

To do a hard reset, follow the steps below:

● Turn off your Chromebook.

● Press and hold Refresh + tap Power

● When your Chromebook starts up, release Refresh

If the issue persists:

● For devices under warranty, contact the manufacturer.

● For devices not under warranty, submit a claim

Chromebook battery will not hold a charge.

Step 1:​ First, check that:

● The display brightness is turned up in settings.

● All used apps/browsers are closed.

● Cellular access to unused apps has been turned off.

● The correct charger is being used.

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Step 2:​ If you are still having trouble after trying the steps above, powerwash Chromebook and restart.

If the issue persists:

● For devices under warranty, contact the manufacturer.

● For devices not under warranty, submit a claim

Device is running slow.

Step 1: ​First, check that: ● All Chromebook updates have been downloaded. ● Unused extensions have been deleted. ● All extensions are closed.

Step 2: ​If the device is still running slow, restart the device.

Step 3: ​If restarting does not work, powerwash Chromebook and start fresh.

Device is locked.

Step 1:​ First, have:

● The user that is logged in unlock the device.

● The user reset the password.

Step 2:​ If the issue persists or you are unable to complete these steps, have the District Chrome Administrator reset the device.

Cellular service is giving a SIM Locked or PUK message

If SIM card PIN is enabled: The SIM card is locked and cannot be used until the PIN is entered. PIN for all Verizon SIM cards is 79760.

If the SIM card is blocked due to failing to enter the correct SIM PIN,you should be receiving an error message requesting you to “Enter PUK.”

Cellular data does not work when off campus.

Step 1:​ First, check if:

● The data plan limit has been reached.

● The SIM card is locked, defective or missing.

● Cellular data is turned on.

● Is the LTE activated through Verizon?

● Has the device been restarted?

Step 2: ​Restart the device.

If the issue persists after trying the steps above and it is determined to be a SIM card issue:

● Submit a ticket that includes the mobile device number, the reason for the ticket, and the district/school name.

If the issue persists after trying the steps above and it is not a SIM card issue:

● For devices under warranty, contact the manufacturer.

● For devices not under warranty, submit a claim.