Troubleshooting customer concerns Flashcards
Wiping a ChromeBook - Developer Mode
Turn off the Chromebook.
** Press Esc+Refresh+Power**.
A yellow exclamation point (!) or Please insert a recovery USB stick is displayed.
Press **Ctrl+D to **begin Developer mode, then press Enter.
Press Space, then press Enter.
The Chromebook deletes its local data, returning to its initial state. This can take approximately 40 minutes.
Note: If Forced re-enrollment is enabled for the device, you’ll see a note that Developer mode is blocked. This shortens the wipe process, and still allows for re-enrollment when the device automatically restarts in Verified mode.
When the transition completes, press the space bar, then press Enter to return to Verified mode.
Enroll the Chromebook before signing in to it.
Wiping a ChromeBook - Internet Recovery
Turn off the Chromebook.
Press Esc+Refresh+Power.
Select Recover using internet connection.
Press Enter to move to the next screen.
To connect to a network to begin recovery, press Enter.
Select the network connection and press Enter.
If prompted, type your password and press Enter. Ethernet does not require a password.
Note: To view your password, press Tab.
Connecting to the network might take a few minutes.
At Start recovery, press Enter to move to the next screen.
After recovery is completed, Chromebook restarts.
Enroll the Chromebook before signing in to it.
Collecting devices logs (from the device)
*Collect general Chrome device logs
*
On the affected device, enter chrome://network in the address bar.
At the top, click Network logs.
Under Options, select the following checkbox options:
Include a policies.json file with policy configurations
Include all log files collected by debugd as a separate archive
Include Chrome log files in the archive
Click Store system logs.
NETWORK LOGS CONTAINS ALL LOGS
Entering tickets
At the top right of the Admin console, click ?.
In the Help window, click **Contact support. **
Resolving connectivity concerns
From Chrome 58 onwards, you can **use net-export **to export a log file in JavaScript® Object Notation (JSON) array format. This log file contains details of Chrome’s network-level events and state.
Open a new Chrome browser window and browse to chrome://net-export/
(Optional) Select the level of log detail.
If you don’t change the level of log detail, private information is stripped.
To include raw bytes (encrypted or otherwise) that were transmitted over the network, select Include raw bytes (includes cookies and credentials).
Click Start logging to disk.
Name the file and choose where to save it.
Click Save.
Open a new tab and re-create the problem.
Go back to the net-export tab and click Stop logging.
If a problem occurs before you can browse to chrome://net-export, such as when the Chrome browser or device first starts, use the following command line flag to capture the network log:
–log-net-log=/tmp/mylog.json –net-log-level=0
If you need to, you can change the file path, /tmp/mylog.json.
Assisting user login for first time users post device enrollment
If you’re signed in to your Chromebook, sign out.
On the bottom, click Add person.
Enter the Google Account email address and password, then click Next.
Follow the steps that appear.
**or** Chrome://Help
Checking devices manually for updates
- Click the time in the bottom right cornor
- select the Gear icon in the popup window
- select “about chromeOS”
- Click Check for update
- After the download click Restart
Sending feature requests
Become a Chrome Enterprise Trusted Tester
Become a Chrome Enterprise Trusted Tester to test new Chrome features in your environment. You’ll provide feedback directly to our product teams so we can develop and prioritize new products and features. All program details and feedback are confidential.
Awareness of the Trusted Tester Program
Trusted Tester Requirements
Your organization must:
Subscribe to an existing Chrome service.
Sign a nondisclosure agreement.
Accept the Chrome Online Agreement.
Provide feedback to the Chrome product teams.
Sign up link: https://inthecloud.withgoogle.com/trusted-testers/sign-up.html?sjid=3909855413356635443-NA
Informing partners of release notes
Either ChromeReleases blog or
As a Chrome administrator, you can choose when to roll out ChromeOS updates to devices by placing them on a release channel. ChromeOS currently provides 5 channels: Stable, Long-term support (LTS), LTS candidate (LTC), Beta, and Dev.
Note: For specific dates, see the Chrome release schedule.
Wiping a ChromeBook TABLET
If the device is not charging (unplugged or plugged in and fully charged), press and **hold the Volume Up, Volume Down, and Power **buttons until the battery indicator LED color changes to orange. Then, release the buttons and make sure the LED color turns green.
If the device is plugged in and charging, press and hold the Volume Up, Volume Down, and Power buttons until the orange battery indicator LED color flickers. Then, release the buttons and make sure the LED color remains orange.
Note: If the device turns off completely, turn it on again and start over.
When prompted to insert a recovery USB stick or SD card, press the Volume Up or Volume Down button to open the options menu.
Simultaneously press the Volume Up and Volume Down buttons.
Select Confirm Disabling OS Verification and press the Power button.
Select Developer Options and press the Power button.
Select Boot from Internal Disk and press the Power button.
The Chromebook tablet deletes its local data, returning to its initial state. This process takes approximately 15 minutes.
Select Enable OS Verification and press the Power button to return to Verified mode.
Select Confirm Enabling OS Verification and press the Power button.
Before signing in, enroll the Chromebook tablet.
Turn off the Chromebook.
Press Esc+Refresh+Power.
Select Recover using internet connection.
Press Enter to move to the next screen.
To connect to a network to begin recovery, press Enter.
Select the network connection and press Enter.
If prompted, type your password and press Enter. Ethernet does not require a password.
Note: To view your password, press Tab.
Connecting to the network might take a few minutes.
At Start recovery, press Enter to move to the next screen.
After recovery is completed, Chromebook restarts.
Enroll the Chromebook before signing in to it.
Wiping a ChromeBook BOX
Attach a keyboard to the device.
Turn off the Chromebox.
Put a paperclip (or pushpin) into the recovery button hole.
Here’s where they are on ASUS, Dell, AOPEN, and Acer Chromebox models:
Wiping a ChromeBook BOX Samsung
Locate the Kensington lock port, on the back of the device next to the power port.
Gently** move the switch held within the lock port ** away from the power port using a paper clip or a pin.
Wiping a ChromeBook BIT
Turn off the Chromebit by removing the power cord.
** Put a paperclip (or pushpin) into the recovery button hole** while reattaching the power cord (to turn on the device). The recovery button hole is circled below:
Chromebit Press Ctrl+D. The screen text should visibly change. Once again, put a paperclip (or pushpin) into the recovery button hole. The device restarts and displays a red exclamation point. Press Ctrl+D. The Chromebit restarts and starts the transition to Developer mode. This clears all local data. The process takes approximately 10 minutes. Note: If Forced re-enrollment is enabled for the device, you'll see a note that Developer mode is blocked. This shortens the wipe process, and still allows for re-enrollment when the device automatically restarts in Verified mode. At the startup screen, press the space bar, and then press Enter to restart the device and return to Verified mode. If you're using a managed Chromebit for your school or business, follow these steps to enroll the device.
Wiping a ChromeBook TABLET
If the device is not charging (unplugged or plugged in and fully charged), press and **hold the Volume Up, Volume Down, and Power ** buttons until the battery indicator LED color changes to orange. Then, release the buttons and make sure the LED color turns green.
If the device is plugged in and charging, press and hold the Volume Up, Volume Down, and Power buttons until the orange battery indicator LED color flickers. Then, release the buttons and make sure the LED color remains orange.
Note: If the device turns off completely, turn it on again and start over.
When prompted to insert a recovery USB stick or SD card, press the Volume Up or Volume Down button to open the options menu.
Simultaneously press the Volume Up and Volume Down buttons.
Select Confirm Disabling OS Verification and press the Power button.
Select Developer Options and press the Power button.
Select Boot from Internal Disk and press the Power button.
The Chromebook tablet deletes its local data, returning to its initial state. This process takes approximately 15 minutes.
Select Enable OS Verification and press the Power button to return to Verified mode.
Select Confirm Enabling OS Verification and press the Power button.
Before signing in, enroll the Chromebook tablet.
