Dell Inspiron Chromebook 11 3181 2-in-1 Laptop Service Manual PDF

Inspiron 3181 2-in-1 Service Manual

Regulatory Model: P26T Regulatory Type: P26T001 October 2020 Rev. A01

Notes, cautions, and warnings

NOTE: A NOTE indicates important information that helps you make better use of your product.

CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid

the problem.

WARNING: A WARNING indicates a potential for property damage, personal injury, or death.

2017 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries. Other trademarks may be trademarks of their respective owners.

Chapter 1: Working on your computer........................................................................................... 5 Safety instructions.............................................................................................................................................................. 5 Before working inside your computer.............................................................................................................................5 After working inside your computer................................................................................................................................6

Chapter 2: Disassembly and reassembly........................................................................................ 7 Recommended tools............................................................................................................................................................7 Screw size list.......................................................................................................................................................................7 microSD card........................................................................................................................................................................ 7

Removing microSD card............................................................................................................................................... 7 Installing microSD card.................................................................................................................................................8

Base cover.............................................................................................................................................................................8 Removing base cover....................................................................................................................................................8 Installing base cover......................................................................................................................................................9

Battery................................................................................................................................................................................... 9 Removing battery - optional....................................................................................................................................... 9 Installing battery........................................................................................................................................................... 10

Keyboard lattice and Keyboard.......................................................................................................................................10 Removing keyboard..................................................................................................................................................... 10 Installing keyboard........................................................................................................................................................13

Power switch board...........................................................................................................................................................14 Removing power switch board................................................................................................................................. 14 Installing power switch board....................................................................................................................................14

Audio board......................................................................................................................................................................... 15 Removing audio board.................................................................................................................................................15 Installing audio board...................................................................................................................................................15

Power connector port.......................................................................................................................................................16 Removing power connector port............................................................................................................................. 16 Installing power connector port................................................................................................................................ 17

Speaker................................................................................................................................................................................. 17 Removing speaker........................................................................................................................................................ 17 Installing speakers........................................................................................................................................................ 18

Display assembly.................................................................................................................................................................18 Removing display assembly........................................................................................................................................18 Installing display assembly.........................................................................................................................................20

Display back cover............................................................................................................................................................. 21 Removing display back cover.................................................................................................................................... 21 Installing display back cover......................................................................................................................................22

System board..................................................................................................................................................................... 22 Removing system board.............................................................................................................................................22 Installing system board...............................................................................................................................................25

Palm rest............................................................................................................................................................................. 26 Replacing palm rest.....................................................................................................................................................26

Contents

Contents 3

Chapter 3: Software....................................................................................................................28 Operating system.............................................................................................................................................................. 28

Chrome OS....................................................................................................................................................................28 Verified Boot.................................................................................................................................................................29 Disk Partition Map.......................................................................................................................................................30 Developer and Recovery mode................................................................................................................................. 31 Coreboot and U-boot Custom Firmware................................................................................................................31 Chrome vs Chromium OS...........................................................................................................................................31

View system information................................................................................................................................................. 32 Dell activity light................................................................................................................................................................ 34

Chapter 4: Diagnostic and troubleshooting..................................................................................36 Dell activity light................................................................................................................................................................ 36 Basic troubleshooting.......................................................................................................................................................36

Power issues.................................................................................................................................................................36 CROSH.................................................................................................................................................................................40 CROSH commands............................................................................................................................................................ 41 Chrome commands........................................................................................................................................................... 43 Commonly used CROSH command...............................................................................................................................48

Check battery charging status.................................................................................................................................48 Resetting Inspiron Chromebook.................................................................................................................................... 55 Recovering the Inspiron Chromebook..........................................................................................................................58

Recovering the Inspiron Chromebook.................................................................................................................... 58

Chapter 5: Contacting Dell...........................................................................................................61

4 Contents

Working on your computer

Safety instructions Use the following safety guidelines to protect your computer from potential damage and to ensure your personal safety. Unless otherwise noted, each procedure included in this document assumes that the following conditions exist:

You have read the safety information that shipped with your computer. A component can be replaced or, if purchased separately, installed by performing the removal procedure in the reverse

order.

NOTE: Disconnect all power sources before opening the computer cover or panels. After you finish working inside the

computer, replace all covers, panels, and screws before connecting to the power source.

NOTE: Before working inside your computer, read the safety information that shipped with your computer. For additional

safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance

CAUTION: Many repairs may only be done by a certified service technician. You should only perform

troubleshooting and simple repairs as authorized in your product documentation, or as directed by the online or

telephone service and support team. Damage due to servicing that is not authorized by Dell is not covered by

your warranty. Read and follow the safety instructions that came with the product.

CAUTION: To avoid electrostatic discharge, ground yourself by using a wrist grounding strap or by periodically

touching an unpainted metal surface that is grounded to ground yourself before you touch the computer to

perform any disassembly tasks.

CAUTION: Handle components and cards with care. Do not touch the components or contacts on a card. Hold a

card by its edges or by its metal mounting bracket. Hold a component such as a processor by its edges, not by

its pins.

CAUTION: When you disconnect a cable, pull on its connector or on its pull-tab, not on the cable itself. Some

cables have connectors with locking tabs; if you are disconnecting this type of cable, press in on the locking

tabs before you disconnect the cable. As you pull connectors apart, keep them evenly aligned to avoid bending

any connector pins. Also, before you connect a cable, ensure that both connectors are correctly oriented and

aligned.

NOTE: The color of your computer and certain components may appear differently than shown in this document.

Before working inside your computer 1. Ensure that your work surface is flat and clean to prevent the computer cover from being scratched.

2. Turn off your computer.

3. Disconnect all network cables from the computer (if available).

CAUTION: If your computer has an RJ45 port, disconnect the network cable by first unplugging the cable

from your computer.

4. Disconnect your computer and all attached devices from their electrical outlets.

5. Open the display.

6. Press and hold the power button for few seconds, to ground the system board.

CAUTION: To guard against electrical shock unplug your computer from the electrical outlet before

performing Step # 8.

1

Working on your computer 5

CAUTION: To avoid electrostatic discharge, ground yourself by using a wrist grounding strap or by

periodically touching an unpainted metal surface at the same time as touching a connector on the back

of the computer.

7. Remove any installed ExpressCards or Smart Cards from the appropriate slots.

After working inside your computer After you complete any replacement procedure, ensure that you connect any external devices, cards, and cables before turning on your computer.

CAUTION: To avoid damage to the computer, use only the battery designed for this particular Dell computer. Do

not use batteries designed for other Dell computers.

1. Connect any external devices, such as a port replicator or media base, and replace any cards, such as an ExpressCard.

2. Connect any telephone or network cables to your computer.

CAUTION: To connect a network cable, first plug the cable into the network device and then plug it into the

computer.

3. Connect your computer and all attached devices to their electrical outlets.

4. Turn on your computer.

6 Working on your computer

Disassembly and reassembly

Recommended tools The procedures in this document require the following tools: Phillips #0 screwdriver Phillips #1 screwdriver Plastic scribe

NOTE: The #0 screw driver is for screws 0-1 and the #1 screw driver is for screws 2-4

Screw size list Table 1. Screw list

Component M2.0x3.0 M2.5x7 M2.5x5.0 M2.0x2.0 Big Head

Base cover 7

Battery 3

Heat sink 6

Solid State Drive 1

Power button card 1

Audio card 1

DC in port 2

Display hinges (On MB) 6

Touchpad bracket 1 6

Motherboard 3

Display bracket 2

Motherboard bracket 2

WiFi bracket 1

microSD card

Removing microSD card

1. Follow the procedure in Before working inside your computer.

2. Press in on the microSD card to release it from the computer.

3. Remove the microSD card from the computer.

2

Disassembly and reassembly 7

Installing microSD card

1. Slide the SD card into its slot until it clicks into place.

2. Install the microSD card.

3. Follow the procedure in After working inside your computer.

Base cover

Removing base cover

1. Follow the procedure in Before working inside your computer.

2. Remove the microSD card.

3. To remove the base cover:

a. Remove the mylar cap [1].

NOTE: The screw cover on the base cover is made up of a mylar sticker. To remove this screw, use a regular philips

driver and puncture the mylar cover. Once the mylar caps are removed it cannot replaced, and the screws will be

exposed from that point forward.

b. Loosen the M2.5x7 captive screws that secure the base cover to the computer [2] .

c. Pry the base cover from the edge.

NOTE: You may need a 3c plastic scribe to pry the base cover from the edge.

4. Lift the base cover away from the computer.

8 Disassembly and reassembly

Installing base cover

If the system is shipped with M.2 SSD perform the following steps.

1. Toe in the base cover front edge into the system.

2. Press the edges of the cover until it clicks into place.

3. Replace the M2.5x7 screws to secure the base cover to the computer.

4. Install the microSD card

5. Follow the procedure in After working inside your computer.

Battery

Removing battery - optional

1. Follow the procedure in Before working inside your computer.

2. Remove the:

a. microSD card b. base cover

3. To remove the battery:

a. Disconnect the battery cable from the connector on the system board [1,2]. b. Remove the M2.0x3.0 screws that secure the battery to the computer [3]. c. Lift the battery away from the computer [4].

Disassembly and reassembly 9

Installing battery

1. Insert the battery into the slot on the computer.

2. Connect the battery cable to the connector on the battery.

3. Replace the M2x3 screws to secure the battery to the computer.

4. Install the:

a. base cover b. microSD card

5. Follow the procedure in After working inside your computer.

Keyboard lattice and Keyboard

Removing keyboard

1. Follow the procedure in Before working inside your computer.

2. Remove the:

a. microSD card b. base cover c. battery

3. To remove keyboard:

a. Disconnect the keyboard cable from the system board [1]. b. Use the plastic scribe to the release the keyboard [2].

10 Disassembly and reassembly

NOTE: The two release holes for the keyboard are indicated by the "KB" labeling.

4. Slide the keyboard outwards, away from the computer.

Disassembly and reassembly 11

NOTE: Carefully pull the keyboard connector through the gap in the palm rest.

5. Lift the keyboard away from the computer.

12 Disassembly and reassembly

Installing keyboard

1. Align the keyboard trim with the tabs on the computer, and press it until it clicks into place.

2. Connect the keyboard cable on the system board.

3. Install the:

a. battery

Disassembly and reassembly 13

b. base cover c. microSD card

4. Follow the procedure in After working inside your computer.

Power switch board

Removing power switch board

1. Follow the procedure in Before working inside your computer.

2. Remove the:

a. microSD card b. base cover c. battery

3. To remove the power switch:

a. Disconnect the power switch cable from the power switch board [1]. b. Remove the M.2.0x3.0 screws that secure the power switch board on the computer [2]. c. Lift the power switch board away from the computer [3].

Installing power switch board

1. Align the screw hole on the power switch board with the screw holders on the slot of the computer.

2. Replace the two M2x3 screws that secure the power switch board to the computer.

3. Connect the power switch cable to the connector on the power switch board.

14 Disassembly and reassembly

4. Install the:

a. battery b. base cover c. microSD card

5. Follow the procedure in After working inside your computer.

Audio board

Removing audio board

1. Follow the procedure in Before working inside your computer.

2. Remove the:

a. microSD card b. base cover c. battery

3. To remove the audio board:

a. Disconnect the audio cable from the connector on the audio board [1]. b. Remove the M.2.0x3.0 screw that secures the audio board on the computer [2]. c. Lift the audio board away from the computer [3].

Installing audio board

1. Insert the audio board into the slot on the computer.

Disassembly and reassembly 15

2. Replace the M2x3 screw that secure the audio board to the computer.

3. Connect the audio cable to the connector on the audio board.

4. Install the:

a. battery b. base cover c. microSD card

5. Follow the procedure in After working inside your computer.

Power connector port

Removing power connector port

1. Follow the procedure in Before working inside your computer.

2. Remove the:

a. microSD card b. base cover c. battery

3. To remove the power connector port:

a. Disconnect the power connector cable from the connector on the system board [1]. b. Remove the M.2.0x3.0 screws that secure the power connector port on the computer [2]. c. Slide and lift the power connector port away from the computer [3].

16 Disassembly and reassembly

Installing power connector port

1. Insert the power connector port into the slot on the computer.

2. Replace the two M2x3 screws that secure the power connector port to the computer.

3. Connect the power connector cable to the connector on the system board.

4. Install the:

a. battery b. base cover c. microSD card

5. Follow the procedure in After working inside your computer.

Speaker

Removing speaker

1. Follow the procedure in Before working inside your computer.

2. Remove the:

a. microSD card b. base cover c. battery

3. To remove the speaker:

a. Disconnect the speaker cable from the connector on the system board [1]. b. Remove the adhesive tape that secures the speaker cable on the computer . c. Unroute the speaker cable from the routing channel [3].

4. Remove the speaker from the computer.

Disassembly and reassembly 17

Installing speakers

1. Place the speakers into the slots on the computer.

2. Route the speaker cable through the retention clips through routing channel.

3. Affix the adhesive tape to secure the speaker cable on the computer.

4. Connect the speaker cable to the connector on the system board.

5. Install the:

a. battery b. base cover c. microSD card

6. Follow the procedure in After working inside your computer.

Display assembly

Removing display assembly

1. Follow the procedure in Before working inside your computer.

2. Remove the:

a. microSD card b. base cover c. battery

3. To remove cables:

a. Remove the screw M2.0xM3.0 and lift the metal bracket that secures the WLAN card on the system board [1, 2] b. Disconnect the WLAN cables [3]. c. Remove the screws M2.0xM3.0 and lift the metal bracket that secures the display cable on the computer [4, 5] d. Lift the latch, and disconnect the cable [6]

18 Disassembly and reassembly

4. Disconnect the sensor cable, and turn over the computer [1, 2]

5. To remove display assembly:

Disassembly and reassembly 19

a. Remove the display hinge screws M2.5xM5.0 that secure the display assembly to the computer [1]. b. Lift the display assembly away from the computer [2].

Installing display assembly

1. Place the display assembly to align with the screw holders on the computer.

2. Replace the screws that secure the display hinges to the palm-rest assembly.

3. Flip over the computer and connect the sensor cable on the system board.

4. Connect the display cable to the connector on the system board.

5. Place the metal bracket over the (display cable) connector, and tighten the M2.0x3.0 screws to secure the display cable to the computer.

6. Connect the WLAN cables.

7. Place the metal bracket, and tighten the M2.0x3.0 screw to the WLAN cable on the system board.

8. Install the:

a. battery b. base cover c. microSD card

9. Follow the procedure in After working inside your computer.

20 Disassembly and reassembly

Display back cover

Removing display back cover

1. Follow the procedure in Before working inside your computer.

2. Using the plastic scribe pry the edges of the display back cover.

3. Remove the display back cover away from the computer.

Disassembly and reassembly 21

Installing display back cover

1. Align the display back cover with the tabs on the computer, and press it until it clicks into place.

2. Follow the procedure in After working inside your computer.

System board

Removing system board

1. Follow the procedure in Before working inside your computer.

2. Remove the:

a. microSD card b. base cover c. battery

3. Disconnect the following cables:

a. sensor cable [1] b. power board and audio cable [2] c. speaker cable [3] d. keyboard cable [4] e. touch pad cable [5] f. power connector cable [6]

4. To remove metal bracket on the system board:

a. Remove the screws on the metal bracket that secures the system board [1]. b. Lift the metal bracket off the system board [2].

22 Disassembly and reassembly

5. To remove the metal bracket (WLAN and display cable):

a. Remove the M2.0x3.0 screw and lift the metal bracket that secures the WLAN card on the system board [1, 2] b. Disconnect the WLAN cables [3]. c. Remove the screws M2.0x3.0 and lift the metal bracket that secures the display cable on the computer [4, 5] d. Lift the latch, and disconnect the cable [6]

Disassembly and reassembly 23

6. To remove the system board:

a. Remove the screws that secure the system board on the palm rest assembly [1]. b. Lift the system board off the palm- rest assembly [2].

24 Disassembly and reassembly

Installing system board

1. Align the system board with the screw holders on the computer.

2. Tighten the M2.0x3.0 screws to secure the system board to the computer.

3. Connect the display cable to the connector.

4. Place the metal bracket over the connector and tighten the M2.0x3.0 screws to secure the display cable to the computer.

5. Connect the WLAN cables.

6. Place the metal bracket, and tighten the M2.0x3.0 screw to the WLAN cable on the system board.

7. Place the metal and tighten M2.0x3.0 screws to secure on the system board.

8. Connect the following cables:

a. power connector cable b. touchpad cable c. keyboard cable d. speaker cable e. power board and audio cable f. sensor cable

9. Install the:

a. battery b. base cover c. microSD card

10. Follow the procedure in After working inside your computer.

Disassembly and reassembly 25

Palm rest

Replacing palm rest

1. Follow the procedure in Before working inside your computer.

2. Remove the:

a. microSD card b. base cover c. battery d. keyboard e. power switch board f. audio g. power connector h. speaker i. display assembly j. system board

NOTE: Touchpad is not a standalone component and is assembled along with the palm rest.

NOTE: The component you are left with is the palm rest.

3. Install the following components on the new palm rest:

a. system board b. display assembly c. speaker d. power connector e. audio f. power switch board g. keyboard h. battery i. base cover

26 Disassembly and reassembly

j. microSD card

4. Follow the procedure in After working inside your computer.

Disassembly and reassembly 27

Software This section provides information about the operating system, commands, and bundled software for Dell Inspiron Chromebook.

Operating system This page contains information about the operating system used by the Dell Chromebook.

Chrome OS

Chromebooks are powered by the Google Chrome operating system, based on Google's popular Chrome browser. It has been developed to provide a fast, simple, and more secure computing experience for users who spend most of their time online.

Key Benefits

Speed Simplicity Security Updatability Syncronisability High power at low cost Easy to learn and use Documents, calendar, e-mail, contacts, and tasks available online and offline, and all securely backed-up and synchronised in

the cloud. Access to the Chrome web app store Killer web apps The latest Intel Core processors Fun games Built-in support for popular file types and external devices

For more information about the Chrome OS, please visit the Chrome OS training page.

3

28 Software

Verified Boot

Read Only firmware verifies the integrity of Read/Write (R/W) firmware. R/W firmware verifies the active Linux kernel. During run time, the kernel verifies each block read from disk.

If a verification step fails and there is no backup option, the machine enters recovery mode.

The Developer Mode switch turns off verified boot (at the Kernel stage) to enable users to run Chromium OS (or other OS). The BIOS is always verified.

Software 29

Disk Partition Map

There are two copies of Chrome OS on disk: an active copy and a backup copy. Each copy consists of a kernel partition and a root file system. The backup copy is updated automatically in the background. Users only need to reboot. The partition contains encrypted user data and is also used in the factory for storing test software.

30 Software

Developer and Recovery mode

Table 2. Developer and Recovery mode

Developer Mode Recovery Mode

Used to boot without verification. Can be turned on via key combination during boot. Stateful partition is wiped during transitions. Used in the factory to boot test image.

Allows a user to reinstall the Chrome OS from a USB key or SD card.

Recovery mode is entered if verified boot fails. A user can force recovery mode via a key combination

during boot.

Coreboot and U-boot Custom Firmware

Coreboot (x86 only)

Memory and chipset initialization Open-source, except for MRC binary from Intel.

U-Boot

Performs verified boot Handles recovery and Developer Mode Open source code

Normal boot is very fast, as it takes less than 1 second to start loading kernel. Chromebook does not boot other operating systems such as Windows or OS X.

Chrome vs Chromium OS

Table 3. Difference between Chromium and Chrome OS

Difference between Chromium and Chrome OS

Chromium OS Chrome OS

Is an open source project: http://www.chromium.org/ chromium-os

Runs on regular PCs and Chrome devices

Is based on Chromium OS Only runs on the Chrome devices with required hardware

features (TPM, RO firmware, recovery button, developer switch).

Includes additional licensed features such as the Netflix plugin, video codecs, and fonts

Software 31

View system information This page contains all the information about viewing system information for the Dell Chromebook.

Dell Chromebook does not support Dell BIOS. Hence, there are several ways to check system specifications depending on the information you are searching for. The table below lists some of the most commonly used methods to view system information and specifications.

Table 4. View system information

Commands Action and Purpose Screenshot

Chrome:help View basic OS information.

32 Software

Table 4. View system information (continued)

Commands Action and Purpose Screenshot

Chrome:settin gs

View information such as screen resolution options (Device>Display settings), touchpad, and other basic hardware information.

Chrome:system View advanced system information such as the Google Chrome version, BIOS information, CPU information, memory information, network status, power supply information, etc.

Software 33

Table 4. View system information (continued)

Commands Action and Purpose Screenshot

Chrome:net- internals

View advanced networking information.

Dell activity light This page contains all the information about the Dell Bright Light software that is used to control Dell Activity Light.

Overview

Dell Activity Light can be used as an indicator for the interaction between school teacher and student, and Dell has designed a software over this feature. The application will not be factory installed when product RTS, but it can be downloaded and installed via the web-store through the following link: https://chrome.google.com/webstore/detail/dell- led/klhphccnhmdlnljpdljjhehlmplnmini

34 Software

Raise your Hand/Answer Question/Discussion buttons

Students can either click the on-screen button or press keyboard hot key to on/off the Ask question LED. The on-screen button can be the Chrome application in the menu or the shortcut icon on the task bar.

MultiColor Poll

Students can vote with different LED color by either clicking the on-screen button (suggested) or pressing keyboard hot key.

Software 35

Diagnostic and troubleshooting This section covers the diagnostics tool and troubleshooting information for field service technicians.

Dell activity light The Dell Chromebook activity light LED indicator is located on the back of the display cover of Chromebook as shown below:

The activity indicator supports 7 colors for Dell Active Classroom Application, including: white, red, green, blue, yellow, cyan, and magenta. To control to toggle between these colors, use Dell Activity Light from the Chrome Web Store.

Basic troubleshooting This page contains all the information for Dell Chromebook basic troubleshooting

NOTE: Refer to Google Help Center for the online troubleshooter.

NOTE: Resetting the Chromebook, also known as Powerwash, can be attempted before Recovering the Chromebook.

Recovering the Chromebook is the last resort.

Power issues

Table 5. Power issue

Power issues

Issue Possible solutions

Chromebook would not Power On If the Chromebook will not turn on, follow these steps: 1. Remove all external devices.

4

36 Diagnostic and troubleshooting

Table 5. Power issue (continued)

Power issues

a. If the Chromebook starts, reconnect devices one at a time while restarting the computer to figure out which device is causing the problem. You are done.

b. If the Chromebook still does not start or exhibits the same problem, do not reconnect anything, and continue troubleshooting.

2. The battery life might be too low. Plug the Chromebook into the AC adapter and let it charge for at least an hour and try turning it on again.

NOTE: When a new Chromebook is used for the first time, the battery is still in shipping mode. To resolve this issue, turn off the Chromebook and plug in the AC adapter and turn on the Chromebook again.

3. Depending on the Chromebook you have, you may see a power indicator light close to the charging port. If you have let the Chromebook charge and the light is not coming on, perform a hard reset.

NOTE: You can perform a hard reset by pressing Refresh + Power.

4. Use a different AC adapter with the same power voltage. 5. Remove the AC adapter, and turn on with the battery

power only.

Display issue

Table 6. Display issue

Display issue

Issue Possible solutions

Screen is Blank

If the Chromebook's screen is blank, try the following troubleshooting steps to resolve the issue, checking to see if the screen turns on after each step: 1. Make sure the Chromebook is on. If you are using the

battery, plug the Chromebook in and press the power button.

2. Restart the Chromebook by holding the power button down until the device turns off, then turn it back on again.

3. Reset or Recover the Chromebook.

Audio, screen, and camera issues

Table 7. Audio, screen, and camera issues

Audio, screen, and camera issues

Issues Possible solutions

Audio issues

If you hear static, or the volume from the speakers is low when attempting to listen to audio: 1. Make sure the device is not muted. Try adjusting the

volume. 2. Try rebooting the Chromebook. 3. Try playing audio from various sources, including YouTube

and audio files stored locally on the Chromebook.

Diagnostic and troubleshooting 37

Table 7. Audio, screen, and camera issues (continued)

Audio, screen, and camera issues

If the speakers are not responding when attempting to listen to audio:

1. Unplug the device from all cables (USB, headphones, and displays).

2. Try playing audio from various sources, including YouTube and audio files stored locally on the Chromebook.

3. Try rebooting the Chromebook. 4. If audio still does not respond, try to Reset or Recover the

Chomebook.

Screen issues

If the screen is not operating properly (images are too dark or no image is appearing): 1. Try adjusting the brightness with the brightness keys at

the top of the keyboard. 2. In the status area in the bottom-right of the screen, check

the display and make sure there are no issues with a mirrored or extended display.

3. Try rebooting the Chromebook 4. If the screen issues persist, try to Reset or Recover the

Chomebook.

Camera issues

If the camera is not operating properly (blurry images or poor performance): 1. Check that the camera is not being blocked or covered by

a privacy screen or other obstruction. 2. Try using different apps that use the camera. Try a

Google+ Hangout or the onboard camera app 3. Try rebooting the Chromebook 4. If the camera issues persist, try to Reset or Recover the

Chomebook.

Bluetooth issue

Table 8. Bluetooth issue

Bluetooth issue

Issue Possible solutions

Bluetooth issues

If you run into issues while attempting to pair or use a Bluetooth device with the Chromebook, try the following steps to resolve the issue: 1. First, make sure that the Bluetooth device you are trying

to pair is supported by the Chromebook. 2. Try disabling and re-enabling Bluetooth connectivity from

the status area in the lower-right corner. 3. Try restarting the Chromebook. 4. If you are still encountering issue with bluetooth, try to

Reset or Recover the Chomebook.

Touchpad and Hotkeys issues

Table 9. Touchpad and hotkeys issues

Touchpad / Hotkeys issues

Issue Possible solutions

38 Diagnostic and troubleshooting

Table 9. Touchpad and hotkeys issues (continued)

Touchpad / Hotkeys issues

Touchpad not responding

If the touch pad has stopped responding, try the following steps to resolve the issue: Try moving the cursor after each step: 1. Tap the Esc key several times. 2. Drumroll the fingers across the touch pad for a few

seconds. 3. Restart the Chrome OS by holding down the power button

until the device turns off, and then turn it back on again. 4. If the cursor still does not move when using the touch pad,

try logging in from the Guest account using the tab key to navigate.

5. If users experience touch pad issues with the account that is not the owner (primary) account, delete the user account and re-create it. Again, use the tab key to navigate.

6. If none of the above steps work, try to Reset or Recover the Chomebook.

Top row of keys (Hotkeys) not responding

If a hotkey (like the volume or brightness keys) are not responding, try the following troubleshooting steps, making sure to test the keys after each one: 1. If the affected key is volume or brightness, check to make

sure you are not at the upper or lower limit for that setting.

2. If the backward or forward buttons do not work, check that the same icons in a web browser are not grayed out. For example, if the back button on a web page is grayed, this is because the browser is not aware of a page to move backward to.

3. Restart the Chrome OS by holding down the power button until the device turns off, and then turn it back on again.

4. Try using the keys in the Guest account. 5. If users experience hotkey issues with the account that is

not the owner (primary) account, delete the user account and re-create it.

6. If none of the above steps work, try to Reset or Recover the Chomebook.

Chrome OS issue

Table 10. Chrome OS issue

Chrome OS issues

Hes Dead, Jim! error message

If the Chromebook becomes slow or unresponsive, and the He's Dead, Jim! error message appears, the system could be running low on memory.

NOTE: If you terminated the process using Google Chrome's Task Manager, the system's task manager, or with a command line tool, this message will appear as well.

1. If the page was not ended intentionally, reload the page to continue. If the message continues to appear, try closing inactive tabs or other programs to free up more memory.

2. If issue persists, please see He's Dead, Jim! from Google knowledge base.

Diagnostic and troubleshooting 39

Table 10. Chrome OS issue (continued)

Chrome OS issues

Chrome OS is missing or damaged

If the Chromebook does not start and displays the message, Chrome OS is missing or damaged. Please insert a recovery USB stick into the USB ports on the device:

Perform a system recovery. See performing Recover Chromebook for more information.

Chrome OS stops responding and nothing moves on the computer display

If the Chrome OS stops responding and nothing moves on the computer display: 1. Turn off the computer. 2. Disconnect all peripheral devices, and remove all USB

devices and media cards. 3. Disconnect the AC adapter. 4. Press and hold the power button for 10 seconds. 5. Reconnect the AC adapter, and turn on the system. 6. If issue persists, please perform a Reset or Recover the

Chromebook.

Lost / Forget Sign in password (Chrome OS)

If you lost/forget the sign-in password to the Chromebook: 1. Check if this is a managed device (Enterprise enrolled

device). a. If this is a managed device, please contact the

administrator to have them reset the password via Google Admin Console.

b. If this is not a managed device, please proceed with the following steps:

2. Sign in as guest or use a different PC. 3. Open an internet browser, and navigate to https://

www.google.com/accounts/recovery/ 4. Select I do not know my password, and then enter the

email address that you use to sign in to Google. 5. Click Continue and follow the on-screen instructions to

reset the password.

Other Chromebook lock up or freeze symptoms that are not listed here

If none of the above symptoms match the Chromebooks issue, refer to Google Help Center for the online troubleshooter and more help.

CROSH This topic covers the information you need to know for the Chrome Shell (CROSH). CROSH and the Google Chrome URL commands provide some troubleshooting tools, information, and advanced settings.

The Chrome OS does not support ePSA, Dell BIOS, the F12 boot menu, or DellConnect. There are no preboot diagnostics. All troubleshooting must be done inside the OS. Chrome Shell (CROSH) and the Chrome URL commands provide some troubleshooting tools, information, and advanced settings. CROSH is a command line interface similar to the Linux BASH or Windows command (cmd.exe) terminals. Chrome OS is based on Linux, but CROSH does not recognize most Linux commands. The most useful commands for troubleshooting are memory test, storage_test_1, storage_test_2, ping, and tracepath. Ping works differently than it does in Windows. By default, it repeats until you press + , and it does not show any statistics. The tracepath command is similar to the Windows traceroute command. A detailed explanation of the commands can be viewed below, by typing help, or help_advanced in CROSH.

1. Open the Chrome browser.

40 Diagnostic and troubleshooting

2. Press + + The interface appears as shown in the screenshot

below: 3. Type in the CROSH command for diagnostics. Type 'help' for a list of available commands. Type help_advanced to display

a complete list of commands for debugging purposes

Alternately, refer to CROSH Commands for the list of the CROSH commands available for diagnostics.

CROSH commands

The table below lists the available commands in Chrome Shell (CROSH).

Table 11. Help commands

Command Purpose

exit Exits the CROSH Shell.

help Displays this help.

help_advanced Displays the help for more advanced commands, used for debugging.

ping [-c count] [-i interval] [-n] [-s packetsize] [-W waittime] Sends ICMP ECHO_REQUEST packets to a network host. If is "gw", then the next hop gateway for the default route is used. It works just like the ping command on other operating systems. Press + to stop the ping process or halt any other command in CROSH.

ssh [optional args...] Starts the ssh subsystem if invoked without any arguments. "ssh ", "ssh ", "ssh< user>@ ". or "ssh @ " connect without entering the subsystem

ssh_forget_host Removes a host from the list of known ssh hosts. This command displays a menu of known hosts and prompts for the host to forget.

top Sets the chaps debug logging level. No arguments start verbose logging

Table 12. Advanced help command

Command Purpose

battery_test[ ] Tests the battery discharge rate for a given number of seconds. No argument defaults to a 300 s test.

Diagnostic and troubleshooting 41

Table 12. Advanced help command (continued)

Command Purpose

bt_console [ ] Enters a Bluetooth debugging console. The Optional argument specifies the capability of a pairing agent the console provides; see the Bluetooth Core specification for valid options.

chaps_debug [start|stop| ] Sets the chaps debug logging level. No arguments will start verbose logging.

connectivity Shows connectivity status.

experimental_storage Enables or disables experimental storage features.

ff_debug [ ] [--help] [--list_valid_tags] [--reset] Adds and removes flimflam debugging tags.

memory_test Performs extensive memory testing on the available free memory.

modem [args...] Interacts with the 3G modem. Run modem help for detailed help.

modem_set_carrier carrier-name Configures the modem for the specified carrier.

network_diag[--date] [--link] [--show-macs] [--wifi] [-- help] [--wifi-mon]

Performs a suite of network diagnostics and saves a copy of the output to your download directory

network_logging Enables a predefined set of tags useful for debugging the specified device.

p2p_update [enable | disable] Enables or disables the peer-to-peer (P2P) sharing of updates over the local network. This will both attempt to get updates from other peers in the network and shares the downloaded updates with them. Run this command without arguments to see the current state.

rlz < status | enable | disable> Enables or disables RLZ.

rollback Attempts to roll back to the previous update cached on your system. Only available on non-stable channels and non- enterprise enrolled devices. Please note that this will power wash your device.

route [-n] [-6] Displays the routing tables.

set_apn [-n ] [-u ] [-p ]

Sets the APN to use when connecting to the network specified by . If is not specified, use the network-id of the currently registered network.

set_apn - c Clears the APN to be used, so that the default APN is used instead.

set_arpgw Turns on the extra network state checking to make sure the default gateway is reachable.

set_cellular_ppp [-u ] [-p ] Sets the PPP username and/or password for an existing cellular connection. If neither -u nor -p is provided, this shows the existing PPP username for the cellular connection.

set_cellular_ppp -c Clears any existing PPP username and PPP password for an existing cellular connection.

sound Low level sound configuration. Can be used to play/record audio samples and enable beam forming on Pixel. sound beamforming will enable/disable the feature. sound record [duration] will start recording. sound play plays the recorded audio samples

storage_status Reads storage device SMART health status, vendor attributes, and error logs.

42 Diagnostic and troubleshooting

Table 12. Advanced help command (continued)

Command Purpose

storage_test_1 Performs a short offline SMART test.

storage_test_2 Performs an extensive readability test.

syslog Logs a message to system log.

tpcontrol{status | taptoclick [on|off] sensitivity [1-5] | set < value>} tpcontrol {syntp [on|off]}

Allows the user to manually adjust advanced touchpad settings.

tracepath [-n] [/port] Traces the path/route to a network host.

update_over_cellular [enable|disable] Enables or disables the auto updates over cellular networks. Run without arguments to see the current state.

upload crashes Uploads available crash reports to the crash server.

wpa_debug [ ] [--help] [--list_valid_level] [-- reset]

Sets the wpa_supplicant debugging level.

xset m [acc_mult[/acc_div] [thr]] xset m default Tweaks the mouse acceleration rate.

xset r rate [delay [rate]] Tweaks the autorepeat rates. The delay is the number of milliseconds before autorepeat starts. The rate is the number of repeats per second.

xset r [keycode] < on|off > Turns autorepeat on/off. If a keycode is specified, it affects only that key. If not specified, it affects global behavior.

Chrome commands

Chrome:// pages contain experimental features, diagnostic tools, and detailed statistics. They are hidden in Chrome's user interface. Chrome://about page lists all Chrome's internal pages. To view all the commands, type chrome://about in the Chrome browser URL as shown below:

Table 13. Chrome browser shortcuts

Purpose Browser Shortcut Explanation

System Information chrome://system/ "Who am I".. BIOS version, and so on

Basic Connectivity Diags chrome://diagnostics/ Test for NIC and Internet connection

Chrome Information chrome://version More "Who am I" type of stuff

Diagnostic and troubleshooting 43

Table 13. Chrome browser shortcuts (continued)

Purpose Browser Shortcut Explanation

Create Recovery USB Stick chrome://imageburner/ Google's version of DBAR/DBRM

Chrome Flags chrome://flags Experimental features beyond the scope of what Dell supports

Memory Troubleshooting chrome://memory View running processes and memory utilization

Module Load chrome://conflicts Shows conflicts of all modules loaded by Chrome

Chrome Sync Status chrome://syncchrome://sync- internals

Allows troubleshooting of connected accounts

Connectivity Troubleshooting chrome://net-internals Comprehensive network/connectivity diagnostics, including DNS analysis, Waterfall and Bandwidth diagnostics, and so on

Histogram chrome://histograms Actual work and I/O audit

Credits chrome://credits References to all module/libs contributions and their respective wiki/ license URLs

Crash Reporting chrome://crashes Shows detailed crash report, if the feature was enabled

Apps RAM Utilization chrome://appcache-internals Detailed memory usage for apps/ extensions, especially handy for 2 GB Chromebooks

Following are the 12 most helpful chrome:// commands that you should know:

Table 14. Helpful chrome commands

Chrome Commands Purpose Screenshot

chrome://flags From here you can enable some of the experimental features that are hidden in the Google Chrome browser. Please note that as mentioned on this page, since these are experimental, these might not work as expected and might cause issues. Enable these features, and use it at your own risk.

44 Diagnostic and troubleshooting

Table 14. Helpful chrome commands (continued)

Chrome Commands Purpose Screenshot

chrome://dns This displays the list of hostnames for which the browser will prefetch the DNS records.

chrome://downloads This is also available from the Menu > Downloads. Shortcut key is Ctrl+J.

chrome://extensions This is also available from the Menu > Tools > Extensions.

Diagnostic and troubleshooting 45

Table 14. Helpful chrome commands (continued)

Chrome Commands Purpose Screenshot

chrome://bookmarks This is also available from the Menu > Bookmarks > Bookmark Manager. Short cut key is Ctrl+Shift+O.

chrome://history This is also available from the Menu > History. Short cut key is Ctrl+H.

chrome://memory This will redirect to chrome://memory- redirect/. This will display the memory used by the Google Chrome browser. This also displays all the process related to browser with their PID, process name, and the memory it takes.

46 Diagnostic and troubleshooting

Table 14. Helpful chrome commands (continued)

Chrome Commands Purpose Screenshot

chrome://net-internals This displays all networking related information. Use this to capture network events generated by the browser. You can also export this data. You can view DNS host resolver cache. One of the important features in this feature is Test. If a URL failed to load, you can go to chrome://net-internals > click on Tests tab > type that URL which failed, and click on Start Test, which does some test and report you why that URL failed. chrome://plugins/.

chrome://quota-internals This gives information about the disk space quote used by the browser, including the breakdown of how much space the individual websites took under temporary files.

chrome://sessions This displays the number of sessions and magic list that are currently running.

Diagnostic and troubleshooting 47

Table 14. Helpful chrome commands (continued)

Chrome Commands Purpose Screenshot

chrome://settings This is also available from the Menu > Options (on Windows), and Menu > Preferences (on Linux). From here you can control various browser related settings.

chrome://sync-internals This gives information about the Chrome sync feature, including the Sync URL used by Google, and sync statistics.

Commonly used CROSH command This page contains information about the most commonly used CROSH commands to diagnose the Dell Chromebook.

Below are some of the most commonly used CROSH commands to troubleshoot a hardware issue.

NOTE: CROSH storage_test_1 and storage_test_2 are not supported on the eMMC storage device.

Check battery charging status

The Chrome Shell (CROSH) includes a simple battery health diagnostic test. This is to confirm that the battery is charging and to check on the battery health and discharge rate. Follow the instruction provided to check on the battery charging status:

1. Connect the AC adapter to the Chromebook and a power outlet. 2. Turn on, and sign in to the Chromebook. 3. Open the Chrome browser.

48 Diagnostic and troubleshooting

4. Press CTRL + ALT + T to open CROSH.

5. Type battery_test 1 into CROSH, and then press Enter.

6. Check the result to confirm that the battery is charging.

Check battery health

Follow the steps to evaluate the health of the Chromebook battery, and check the discharge rate:

1. Disconnect the AC adapter from the Chromebook.

Diagnostic and troubleshooting 49

2. Turn on and sign in to Chromebook. 3. Open the Chrome browser. 4. Press CTRL + ALT + T to open CROSH.

5. Type battery_test 1 into CROSH, and then press Enter.

6. A screen displays the current battery health and discharge rate.

If the Battery health percentage is greater than 50%, the battery is within the expected wear limits.

50 Diagnostic and troubleshooting

If the Battery health percentage is equal to or less than 50% and the battery is less than a year old, the battery is outside expected wear limits and might need to be replaced.

If the test results show that Battery is Unknown, the battery might need to be replaced.

Checking memory

Follow the steps below to perform a memory check for Chromebook:

NOTE: This will approximately take 20 minutes to complete the test, and it also depends on the capacity of the memory.

1. Turn on and sign in to Chromebook. 2. Open the Chrome browser. 3. Press CTRL + ALT + T to open CROSH.

4. Type memory_test into CROSH, and then press Enter.

Diagnostic and troubleshooting 51

5. A diagnostic screen displays the result of the memory test passed without any errors.

Example of a memory test failure.

Checking network status

If you are having trouble connecting to the Internet, use the steps in one or more of the following sections to test the network adapter:

52 Diagnostic and troubleshooting

Follow the instruction to gather the information about the network and diagnose the network errors.

1. Turn on and sign in to Chromebook. 2. Open the Chrome browser. 3. Press CTRL + ALT + T to open CROSH.

4. Type network_diag into CROSH, and then press Enter.

Diagnostic and troubleshooting 53

5. Wait while CROSH performs a set of network diagnostic tests. A diagnostic screen displays the results of the network adapter health test.

6. The diagnostic test log is saved as a.txt (plain text) file in the Files app.

54 Diagnostic and troubleshooting

7. If the diagnostic test returns a failure message, make sure the Wi-Fi adapter is enabled and connect to a network.

Resetting Inspiron Chromebook This page contains all information about resetting Dell Chromebook.

All local user data stored on the Chromebook can be cleared by resetting it to its original factory state (also known as Powerwash).

This step might be helpful if you want to reset owner permissions or if you are experiencing issues with your user profile.

NOTE: All data stored on your Chromebook such as downloaded files, photos, owner permissions, and saved networks, will

be deleted for all accounts when performing a factory reset. After clearing this data, you will be guided through the initial

setup again. Resetting your device will not affect your accounts themselves, or any data synced to these accounts.

NOTE: Do not follow the instructions below if you're using a managed Chrome device, as you will not be able to re-enroll

your device after powerwashing it.

Follow these steps to reset your Chromebook to its original factory state:

1. Click the status area in the lower-right corner, where your account picture appears.

Diagnostic and troubleshooting 55

2. Click Settings as highlighted from the screenshot below.

3. Click Show advanced settings to expand the menu.

56 Diagnostic and troubleshooting

4. Click the Powerwash button.

5. Click Restart when prompted.

You can also reset your Chromebook from the sign-in screen by holding down the keys Ctrl+Alt+Shift+R and clicking Restart. (If you are signed in to your Chromebook, sign out first before you press on Ctrl+Alt+Shift+R, then click Restart. Once the Chromebook is restarted, click Reset.)

After you restart the Chromebook, you should now see the setup screen. Follow the instructions on the screen to set up your Chromebook again. Make sure you sign in with your primary Google Account, because this account is set as the owner account.

Diagnostic and troubleshooting 57

Recovering the Inspiron Chromebook This page contains information about recovering Dell Chromebook.

Recovering the Inspiron Chromebook

Install a new version of the Chrome operating system on your Chromebook by going through the recovery process. You may want to go through this process if you are having problems updating your Chromebook or if it stops working.

NOTE: All account information and data stored on your Chromebook, such as photos, downloaded files, and saved

networks, will be deleted. Owner privileges for your primary account will also be reset. However, the actual Google

Accounts and any data synced to these accounts are not affected by the recovery process. After the recovery process is

complete, you will be guided through the initial setup again.

Prerequisites:

Before starting this process, you need the following:

A Chrome device, Windows, Mac, or the Linux computer with administrative rights. A 4 GB or larger USB flash drive or SD card that you do not mind clearing.

Step 1- Check for the Chrome OS is missing or damaged message

If you see this message, you can first try to perform a hard reset on your Chromebook by pressing Refresh + Power. If you still see this message after performing a hard reset, please proceed to Step 2.

If you see the Chrome OS verification is turned off message, refer to Chrome OS verification is turned off section below.

Step 2- Create the recovery USB flash drive or SD card

Insert a USB flash drive or SD card into your computer and follow the instructions below

Table 15. USB flash drive or SD card

Operating System Instructions

Chrome Device Instructions

Create a recovery flash drive by using the Image Burner. The tool may not be available in all languages. 1. Type chrome://imageburner into the omnibox (browser's

address bar) . 2. Run the tool and follow the instructions that appear on

your screen.

NOTE: When recovering your Chromebook, make sure to create the recovery flash drive on the same model.

Windows Instructions

1. Click this link to download the Recovery Tool. If you are a network administrator for your school, business, or organization, click this link to download the Recovery Tool: 2. 3.

2. Run the tool and follow the instructions that appear on your screen.

3. After you recover your Chromebook, you must format your USB flash drive or SD card using the Recovery Tool. If you do not format your USB flash drive or SD card, you will not be able to use all the storage space on your external device. Additionally, your USB flash drive or SD card may not be recognizable by Windows.

Mac Instructions Create a recovery flash drive by using the Recovery Tool. The tool may not be available in all languages. 1. Click this link to download the Recovery Tool.

58 Diagnostic and troubleshooting

Table 15. USB flash drive or SD card (continued)

Operating System Instructions

2. Run the tool and follow the instructions that appear on your screen.

After the process is complete, you might see an alert saying your USB drive or SD card is unreadable. If this fails, try removing and reinserting your USB drive or SD card. Your USB drive or SD card should now be ready to use for recovery.

Linux Instructions

Create a recovery flash drive by using the Recovery Tool. The tool may not be available in all languages. 1. 1.Click this link to download the Recovery Tool. 2. Modify the script permissions to allow execution with

the following command: $ & sudo chmod 755 linux_recovery.sh

3. Run the script with root privileges with the following command:$ sudo bash linux_recovery.sh

4. Follow the prompts from the tool to complete building the operating system image.

Reinstall the Chrome Operating System

1. Start your Chromebook. 2. When the Chrome OS is missing or damaged screen appears, insert the USB flash drive or SD card you created into the

USB port or SD card slot on your Chrome device 3. Wait for the Chromebook to boot up from the flash drive 4. Follow the instructions that appear on the screen. 5. On successful installation of the Chrome operating system, you will be prompted to remove the USB flash drive or SD card. 6. Remove the USB flash drive or SD card when prompted, and your Chromebook will automatically restart.

You should now be able to start your Chromebook as normal. Because the data stored on your Chromebook has been cleared, you will need to go through the initial setup again. Make sure you sign in with your primary Google Account, because this account will be set as the owner account.

Chrome OS verification is turned off Message

By default, Chromebooks are set to the normal user mode. If you've set the user mode to developer mode instead, you'll see a screen with the message "Chrome OS verification is turned off" when you start up. Use the developer mode if you want to test your own version of the Chrome operating system.

Press Ctrl+D to enter developer mode. If you press the space bar instead, you'll see a screen asking to recover your device.

Troubleshooting Tips

Table 16. Troubleshooting tips

Question Solution

I am unable to recover my Chromebook To help ensure that you are running the latest version of Chrome OS once you recover your Chromebook, we recommend creating the recovery media with the latest version of Chrome OS and avoid using recovery media that may contain an older version of the operating system.

An error message An unexpected error has occurred. Try the following steps: 1. Confirm that you successfully completed all instructions

exactly as specified in Step 2: Create the recovery USB flash drive or SD card above.

2. Try using a different USB stick or SD card.

Diagnostic and troubleshooting 59

Table 16. Troubleshooting tips (continued)

Question Solution

3. If the problem persists, contact Google Chrome support team.

An error message You are using an out-of-date Chrome OS recovery image.

You should download an up-to date recovery image. Simply follow all the instructions exactly as specified in Step 2 above.

You successfully recovered your Chromebook but now you can not use your USB or SD card with Windows

After you have completed recovery, you need to format your USB or SD card using the recovery tool.

You successfully recovered your Chromebook but now Windows does not recognize the whole size of the USB or SD card used for recover.

After you have completed recovery, you need to format your USB or SD card using the recovery tool.

60 Diagnostic and troubleshooting

Contacting Dell NOTE: If you do not have an active Internet connection, you can find contact information on your purchase invoice, packing

slip, bill, or Dell product catalog.

Dell provides several online and telephone-based support and service options. Availability varies by country and product, and some services may not be available in your area. To contact Dell for sales, technical support, or customer service issues:

1. Go to Dell.com/suppor