Dell Chromebook 13 3380 Chromebook 11 3380 Disassembly and Reassembly Guide - - Page 62

Chrome OS issue, Lost / Forget Sign in password Chrome OS

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Issue Touchpad / Hotkeys issues Possible solutions 5 If users experience hotkey issues with the account that is not the owner (primary) account, delete the user account and recreate it. 6 If none of the above steps work, try Reset or Recover the Chromebook. Chrome OS issue Table 13. Chrome OS issue He's Dead, Jim ! error message Chrome OS is missing or damaged Chrome OS issues 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 wasn't 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 theGoogle knowledge base 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. If the Chrome OS stops responding and nothing moves on the computer display: 1 2 Chrome OS stops responding and nothing moves on the computer display 3 4 5 6 Turn off the computer. Disconnect all peripheral devices and remove all USB devices and media cards Disconnect the AC adapter. Press and hold the power button for 10 seconds. Reconnect the AC adapter and turn on the system. 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 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/. 62 Diagnostics and Troubleshooting

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Touchpad / Hotkeys issues
Issue
Possible solutions
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 Reset or Recover the
Chromebook.
Chrome OS issue
Table 13. 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 wasn’t 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 the
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
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/.
62
Diagnostics and Troubleshooting