Here are some recommended steps to take if your Chromebook is not working well. Common problems include:

  • Video problems in Zoom, such as the camera not working or your video freezing.
  • Sound problems in Zoom, such as sound stopping and starting, or the volume being too quiet.
  • Web pages not loading, or loading too slowly.
  • Chromebook freezing, or the trackpad / mouse not moving.


Step 1: Lighten the Load

Our chromebooks work best if they are only doing one or two things at a time. 

  • Close extra Chrome windows and tabs when you aren't using them.
  • Uninstall or disable Chrome extensionsyou're no longer using (you won't be able to uninstall some of your extensions, which are managed by the District). 
    • In particular, if you have installed an ad-blocking extension, disable or uninstall it and see if the problem is resolved.
  • Clear your browsing data, which includes the cache and cookies.
  • Turn your chromebook off and on, so you are starting from a clean slate.
  • Turn off Bluetooth
    • Click the time in the bottom-right corner of your screen.
    • Select the Bluetooth icon.
    • Select Turn off Bluetooth.

Step 2: Check your Network

Sometimes Chromebook problems can be caused by a poor internet connection, or too many devices using the internet at the same time.

  • Do not stream music or play videos, even on other devices like a phone or TV, at the same time as your Zoom meeting. If possible, ask others in your home not to stream music or videos either.
  • Move your Chromebook closer to your home's wifi access point. It is best to be in the same room as the access point.
  • If your Zoom connection is particularly bad, try temporarily turning off your camera in Zoom. If this improves your connection, ask your teacher if you can be allowed to attend Zoom classes with your camera turned off.
  • Check your internet connection speed
    • Search Google for "internet speed test", then click the blue RUN SPEED TEST button.

    • Allow the test to complete, then note the Upload and Download speeds. You will need at least 800Kbps to 1Mbps or more in both upload and download for Zoom to work correctly.
    • If your internet speeds are too low, contact your ISP to request a higher speed connection.

Step 3: Check Your Audio Settings

If you aren't being heard in Zoom meetings, or can't hear other people, take a look at your audio settings.Click the Small Up Arrow next to the Mute/Unmute button.

If you are using headphones which have a microphone, try switching between the two microphones here, and also try unplugging your headphones entirely. 

If other people say that your sound is too low or you are hard to hear, try checking your audio settings. Click the Clock (A) in the bottom-right corner of your screen, then click the Arrow (B) by the volume slider:

In Audio settings, you can use the Input slider to control your microphone volume:

Step 4: Update the Chrome Operating System

Chromebooks should automatically download and install operating system updates, but sometimes you may need to give it a reminder.

  1. Click the Clock in the bottom-right corner of the chromebook screen, then click the Gear icon at the top of the menu to open the Settings.

  2. On the left side, click About Chrome OS.
  3. Click the Check for Updates button.
  4. If an update is available, it will immediately start to download. Wait for the update to download, then click Restart to finish installing the update.

Step 5: Reset your Chromebook Hardware

If all else fails, follow these steps to reset your Chromebook. These steps will not erase your account or data, but they will reset the Chromebook's hardware.

  1. Turn off your Chromebook.
  2. Press and hold the Refresh key, then tap and release the Power key:
  3. When your Chromebook starts up, release the Refresh key.

Here is a tutorial presentation from Google demonstrating these steps as well.

If none of the steps above help with your Chromebook's problems, contact the school office and arrange to exchange your chromebook for a replacement.

Chromebook PowerWash

If you have been given a chromebook through the District's Community Equity program, you can also try the PowerWash process to fix problems on your chromebook. This is particularly helpful if the chromebook has run out of storage space.

DO NOT use these PowerWash steps on a chromebook which is still being used at school. Ask your teacher for help instead.

  1. Sign out of your Chromebook.
  2. Press and hold Ctrl + Alt + Shift + R.
  3. Select Restart.
  4. In the box that appears, select Powerwash. Continue.
  5. Follow the rest of the prompts which appear on the screen.