HP Chromebook 11A G6 EE Troubleshooting

The Chromebook doesn't turn on when the power button is pressed.

Check that both ends of the AC adapter are undamaged and securely seated. If the cable is plugged in, an orange light on the right side will show the device is charging. Try turning the device on by pressing and holding the power button for 5-10 seconds. If the adapter light doesn't come on, consider replacing your adapter.

Note: The adapter should be rated for 90W or 130W. Earlier models used a 60W adapter.

Verify AC adapter and power source are plugged in properly while charging. If the battery level drains too quickly or the device powers off the instant it is unplugged, you may have a faulty battery. Replace the battery using the HP Chromebook 11A G6 Battery Replacement guide.

Chromebook shuts down or restarts during operation.

1. Turn off the device, let it remain off for about 10 seconds, and then restart the device (this clears the memory).

2. Turn the device back on and close any open applications before pressing CTRL + SHIFT + r to refresh.

3. Make sure your software is up to date. If that does not work, a web page you visit could be the issue.

4. Extensions or apps can also cause crashes, requiring their removal. To remove a Chromebook app, follow the steps below:

5. Click the Launcher button located in the bottom-left corner.

6. Click the Up Arrow icon to expand your app tray.

7. Right-click on the app you think is problematic and select Uninstall (or Remove from Chrome) on the pop-up menu.

8. Check if the issue is resolved.

A system recovery may be needed to fix the computer. This will erase local files and settings and return the computer to the factory state. Backing up your files and info is recommended before performing the following steps:

1. Sign out of your Chromebook.
2. Press and hold Ctrl + Alt + Shift + r.
3. Select Restart.
4. In the box that appears, select Power wash > Continue.
5. Follow the on-screen steps to sign in and set up your Chromebook.
6. Check if the issue is resolved.

If you've spilled something on your keyboard, you may notice a key gets stuck when you press it. If this occurs, you can try popping off the individual key to clean under it with a cotton swab, then snap it back on and test it for proper function.

If your entire keyboard is not working, try these steps.

1. Shut down the computer.
2. Press the power button, then immediately press the ESC key repeatedly to open the Startup Menu.
3. Press f10 to open the BIOS settings.
4. Press f5 to load the default settings, and then press f10 to accept the changes.
5. Restart the computer.
6. In Windows, search for and open Device Manager.
7. Click View, and then select Show hidden devices.
8. Click the arrow next to Keyboards, right-click the keyboard name, and then click Uninstall to remove the device from Windows.
9. Remove all devices in the Keyboards category, and then restart the computer.

The keyboard should now work correctly.

• NOTE: If the Startup Menu screen does not open, the integrated keyboard hardware is not working. The integrated keyboard needs to be serviced or replaced. To continue using the notebook, connect a USB-wired keyboard to a USB port, and then restart the computer.

If you find the keyboard needs to be replaced after troubleshooting, refer to the keyboard replacement guide for steps to repair your device.

If your touchpad isn’t working, it may be a result of a missing or out-of-date driver.

1. On the Start menu button, search for Device Manager and select it from the list of results.
2. Under Mice and other pointing devices, select your touchpad, open it, select the Driver tab, and select Update Driver.
3. If Windows doesn't find a new driver, look for one on the device manufacturer's website and follow their instructions.

If those steps didn't work, try uninstalling your touchpad driver:

1. Open Device Manager.
2. Right-click (or press and hold) the touchpad driver and select Uninstall.
3. Restart your device and Windows will attempt to reinstall the driver.

If that didn't work, try using the generic driver that comes with Windows. Here's how:

1. In Device Manager, right-click (or press and hold) your touchpad driver
2. Select options to Update driver software... > Browse my computer for driver software > Let me pick from a list of device drivers on my computer
3. Select the HID-compliant mouse, select Next, and follow the instructions to install it.

If changing your driver doesn’t help, there may be a problem with the touchpad itself. If you find the touchpad needs to be replaced after troubleshooting, refer to the touchpad replacement guide for steps to repair your device.

If you're not getting any audio from your speakers, first check a few simple things that may have been overlooked.

1. Unplug external devices from the audio jack. Using the audio jack will disable the internal speakers.
2. Check the mute settings for the Chromebook:
   1. At the bottom right of the screen, click on the time.
   2. Adjust the volume using the slider.
   3. Note: There may also be a mute setting inside any app you're using.
3. Verify the audio input/output source:
   1. At the bottom right, select the time.
   2. Next to the volume slider, select the right arrow.
   3. Choose the audio device.

If the above steps don't work, or your audio is distorted when using the internal speakers (but not an external device), your speakers may have been damaged. If you find the speakers need to be replaced after troubleshooting, refer to the speaker replacement guide for steps to repair your device.

If you're able to connect to Wi-Fi but the signal isn't that great, try the following:

1. Make sure you're not too far from the wireless router. For a stronger connection, move closer to the router if possible.
2. Try joining the network again.
   1. At the bottom right of the screen, click on the time.
   2. Select the Wi-Fi icon to show available networks.
   3. Tap the forget button next to connection.
   4. Choose the network and enter a password if needed to reconnect.

If you're unable to connect to Wi-Fi at all, you can try these steps:

1. Ensure your Wi-Fi is turned on and you're connected to an available network.
2. Restart your router, then attempt to connect to the network.
3. Reboot your Chromebook and try connecting to a network again.

If you can't enable your Wi-Fi, or you're not seeing any available networks when you know there should be one, your WLAN module may be faulty. If you find the WLAN module needs to be replaced after troubleshooting, refer to the WLAN module replacement guide for steps to repair your device.

You can not see your screen when your Chromebook is running.

A black display can sometimes be the result of having your screen brightness set too low. Try the following steps:

1. Find the devices screen brightness keys located above the "8" and "9" key on the keyboard.
2. Press the brightness key on the right until you can see your display.

Ensure that your charger is assembled correctly and that you are plugged in to a working outlet. If you have confirmed that the outlet you are using is working and your device is still not charging, you may have an issue with your charger or your device's battery.

If you consistently have an issue with a black display, you should check that it is not an issue with the battery.

1. Run out your battery. Keep your device on until the battery runs out.
2. Plug in the power cord to charge the device for at least 30 minutes.
3. Turn on the device to see if your issue has been resolved.

If your issue is not resolved, use this replacement guide to access the battery and ensure the connection between the internal contacts and the battery is secured.

If your device is overheating, try these steps:

1. Unplug your device and place it on a surface that is cool enough to bring down the temperature.
2. Allow 30 to 40 minutes with your device to cool off.
3. Restart your device to see if the issue has been resolved.

If your issue is still not resolved, you are most likely having an internal hardware issue with your LCD Display. Use this replacement guide to repair or replace your LCD display.

Your laptop does not fully open or close as it is designed to.

Tip: Do not force the laptop open or closed.

Check the area where the bottom and top of the laptop meet for any foreign objects that may be jamming the laptop and preventing it from opening or closing. If you find any foreign objects, remove them from the laptop to resolve your issue. If they are unreachable, use a can of pressurized air to remove the debris.

Check to see if either of the hinges have become disconnected. If you can feel your top panel sliding, or is loose when you wiggle it and not securely pivoting open and closed, your hinges are either broken, or have become loose.

Use this replacement guide to repair or replace your hinges.

You are having issues getting your Bluetooth device to pair to your Chromebook.

Tip: You can not pair your phone to your Chromebook through Bluetooth.

If you are having trouble connecting a device through Bluetooth, try these steps:

1. Turn on Bluetooth for the device you are pairing.
2. At the bottom right side of your Chromebook screen, click on the battery.
3. This will give you a small pop-up window with the Bluetooth icon. Click that icon.
4. Select "Pair new device".
5. Select the device you want to connect and follow the on-screen instructions to connect your device.

Control settings to your previously paired Bluetooth devices. Use these steps to access your Bluetooth settings:

1. Go to settings.
2. Select Bluetooth.
3. Under "Previously Connected", to the right of each known device, select Connect.
4. Access Quick Settings
5. At the bottom right side of your screen, click on the battery.
6. Select the Bluetooth option.
7. To change the settings, unpair, or rename a device, under currently connected, click on the device to access it's settings.
8. To connect a previously paired device, under previously connected, click on connect.

If you are still having trouble with with getting devices to pair to your Chromebook's Bluetooth, you may need to update your Chromebook. Try the following steps:

1. Connect your Chromebook to Wi-Fi.
2. At the bottom right, select time and then settings.
3. At the bottom left, select About ChromeOS
4. Under "Google ChromeOS", you can find which version of the Chrome operating system your Chromebook is using.
5. Select Check for updates.
6. If your device finds a software update, it will begin to update immediately.
7. Restart your device to install the update.
8. Check if your issue has been resolved.

Your microphone is not picking up sound or the sound is distorted.

Make sure your microphone isn't on mute. Go to Control Panel - Hardware and Sound click Sound - Recording. Right click the microphone and select Properties.

Click Levels, if there is a red circle with a line through it on or around the microphone, click it to enable the mic.

Check your Windows sound settings. Windows can select the wrong microphone as the default. This happens more when using an external mic instead of the laptop's built-in mic. Make sure the mic you are planning to use is set as the default.

Check the Windows Device Manager. Make sure your PC can detect your microphone by opening the Windows Device Manager. In the search bar on the taskbar, type device manager and select it. Then go to the Audio Inputs and Outputs section and select your mic. There should be no yellow or red checkmarks in the Device Status section. If there is, unplug the microphone and plug it back in again to see if this corrects the issue.

My microphone is not recognized by my laptop or is unable to connect.

Update your device drivers. Out-of-date device drivers can cause your microphone to work incorrectly or not be recognized. Update the drivers, and then try again. In Device Manager, click the arrow next to Sound, video and game controllers. Right click the listing for your sound card or audio device, select Update driver, then select Search for updated driver software.

Update Windows. If Windows is out of date, it's possible it doesn't have the correct up to date version to run the microphone. Update Windows to see if this corrects the problem.

Disable other Bluetooth devices if you're using an external wireless microphone. If you're using multiple Bluetooth devices, you may have to disable those devices before connecting an external wireless microphone to your computer. Disable all other devices, then reconnect the wireless microphone. See if the Bluetooth microphone is able to connect.

I am having a hard time diagnosing what's wrong exactly with my microphone.

Use HP Support Assistant to check your audio. HP provides a Support Assistant to help determine any problems with the microphone on your computer or with an external microphone.

Download and install the HP Support Assistant if it isn't already on your device.

https://support.hp.com/us-en/help/hp-sup...

Once installed, open the Assistant and click your computer on the My Devices tab.

Then click Troubleshooting and fixes - Audio Check - Next.

When the test is complete, review the results to see if the Assistant can detect your microphone.

If you're encountering problems with your Chromebook's webcam, you can follow these steps to diagnose and resolve common issues.

Examine your webcam for physical obstructions or damage. 

1. Examine your webcam for any physical debris, smudges, or physical damage like cracks in the lens of your webcam.
2. If you find any physical debris, use a microfiber cloth to wipe away any particles that are obstructing the webcam.
3. If you find any smudging that cannot be removed by a microfiber cloth, use a lens cleaner to wipe the debris off of the webcam lens.
4. If there is physical damage in the form of a crack on your webcam, you will need to refer to the replacement guide to replace your webcam.

Some applications and webpages can cause issues to your webcams functionality. Follow these steps to clear your devices memory, and close any applications that could be interfering with your webcams functionality: 

1. Turn off the device, let it remain off for about 10 seconds, and then restart the device (this clears the memory).

2. Turn the device back on and close any open applications before pressing CTRL + SHIFT + r to refresh.

3. Make sure your software is up to date. If that does not work, a web page you visit could be the issue.

4. Extensions or apps can also cause issues, requiring their removal. To remove a Chromebook app, follow the steps below:

5. Click the Launcher button located in the bottom-left corner.

6. Click the Up Arrow icon to expand your app tray.

7. Right-click on the app you think is problematic and select Uninstall (or Remove from Chrome) on the pop-up menu.

8. Check if your webcam is functional in the application you were attempting to use.

 

Some applications can cause issues to your webcams functionality. Confirm that it is your webcam causing the issue and not a specific app. 

1. Check if the application you are trying to use your webcam with is updated.
2. Check permissions in the app that you are using your webcam with.
3. On your device, open the Settings app. 
4. Tap Apps.
5. Tap the app you want to change. If you can't find it, tap See all apps. ...
6. Tap Permissions. If you allowed or denied any permissions for the app, you'll find them here.
7. To change a permission setting, tap it, then choose Allow or Don't allow.

If you are having trouble with your webcam, you may need to update your Chromebook. Try the following steps to update your Chromebook: 

1. Connect your Chromebook to Wi-Fi.
2. At the bottom right, select time and then settings.
3. At the bottom left, select About ChromeOS 
4. Under "Google ChromeOS", you can find which version of the Chrome operating system your Chromebook is using.
5. Select Check for updates.
6. If your device finds a software update, it will begin to update immediately.
7. Restart your device to install the update.
8. Open the application you are trying to use and check if your webcam is functional in the app.

If none of the above solutions have solved your webcam issue, your webcam connector may have become loose, or you may have a faulty webcam connector. Utilize the replacement guide to check your connector or to replace your webcam.

Now, after following through with those steps, open the app that you were trying to use your webcam with and test to see if your issue has been resolved.