Table 11. Touchpad and hotkeys issues (continued)
Touchpad / Hotkeys issues
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 12. Chrome OS issue
Chrome OS issues
He’s 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.
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:
Troubleshooting
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