Samsung Chromebook XE550C22 Troubleshooting

Chromebook looks like it has crashed or is frozen.

Close the lid on the Chromebook to turn it to sleep mode. Wait for 10 seconds and then reopen it. This could help the system to restart its performance and unfreeze.

If the Chromebook is still frozen after being put into sleep mode, turn off the Chromebook by pressing the power button for 5 seconds, and then turn it back on by pressing the same button.

Warning: This will erase the Chromebook’s memory. This step will completely erase EVERYTHING in the Chromebook and bring it back to its original, factory state. Backup all vital data before performing these steps.

Remove the power adapter if plugged in and turn off the Chromebook. At the bottom center position on the back of the Chromebook, there is a reset hole. Using paperclip, press into the hole while turning on the Chromebook. This will reset the Chromebook to its factory state.

If the Chromebook screen appears cracked and is non-responsive, it may need to be replaced.

The Chromebook has no sound coming out of its speakers.

Look in the bottom right corner of the screen. If the sound icon is shown as crossed out, the volume is probably off. Turn the volume on by clicking the sound icon and adjusting the volume slider, or by pressing the volume keys.

On the bottom right corner of the screen, click on the account picture; it will popup a window that shows a list of information about the Chromebook. Check the sound symbol: if it is muted, adjust the volume using the slider. The sound input and output can also be changed by clicking the “right arrow” next to the volume slider.

Turn on the Chromebook and select “Browse as Guest” at the login screen. This will allow the Chromebook to run with the default settings. Try to play audio; if it works, there is a broken setting in the user’s personal account preventing audio play. To fix this permanently, create a new account or hard reset the Chromebook.

Warning: This will erase the Chromebook’s memory. This step will completely erase EVERYTHING in the Chromebook and bring it back to its original, factory state. Backup all vital data before performing these steps.

Click on the user’s account profile in the lower-right corner of the screen. Click Settings- a new window should pop up. Click on Show Advanced Settings and look for the Powerwash section and click Reset. In the box that appears click Restart again and sign in with the user’s Google Account. Once the Chromebook is reset, check if the audio problem is fixed.

If the audio continues to not function after hard reset, the internal speakers may be broken. Consider replacing them with this guide.

After entering sleep mode, the Chromebook does not “wake up", or displays a black screen.

Make sure the Chromebook is charged and powered on. This should be indicated by the power light being on. If the power light is not on, be sure the Chromebook is charged by plugging it in and then turn the Chromebook on by pressing the power button. This error occurs more often if the Chromebook has less than 50% power, so be sure the Chromebook is well charged.

Close the Chromebook lid and reopen it slowly. This solves many sleep issues.

Close the Chromebook lid, unplug the power supply from the Chromebook, then reopen the lid slowly. This should restart the Chromebook’s sleep cycle.

If it is determined that the power to be on, but the screen is still black, hold the power button down for 20 seconds. The power light should flash, and the Chromebook will restart. The Chromebook can also be restarted by holding the power button down for three seconds to turn off the Chromebook, waiting 30 seconds, and then turning the Chromebook back on using the power button.

If the Chromebook will not turn off, leave it open and unplugged in a safe place for 6-7 hours to let the battery run down. Then charge the Chromebook and turn it on using the power button. If the screen still does not light up, it may be broken and need to be replaced.

The Chromebook will not charge, or will not hold a charge.

Be sure the outlet the Chromebook is plugged into has power. Check to make sure the charger is plugged into the outlet and has no visible damage. Make sure the charger is inserted all the way into the charge port.

If the Chromebook functions with the power cord in, but dies or runs out of power quickly when unplugged, the battery may be dead or dying. Consider replacing the battery using this guide.

If the battery is holding a charge, and the outlet and charger are functioning, then the charge port may need to be loose or need to be replaced.

The Chromebook is not accessing the internet, or the connection is slow.

If the Chromebook will not connect to the internet, or shows it’s connected to the internet but does not allow use of internet functions, turn off the Chromebook by pressing the power button for 5 seconds, and then turn it back on.

If your connection is still weak try to use Verizon Wireless Internet. Find and click the wifi symbol on the bottom right corner of the screen. Click on “Activate Verizon Wireless” and sign in to the user’s account. If the user doesn’t have an account, click “Create a New Plan” and follow the instructions given.

Once the user has created an account, they may need to wait five (5) minutes before Verizon Wireless services become active.

Be sure the router is plugged into an operational outlet and is turned on. Some routers have front facing light displays indicating quick information. Locate the internet symbol on the router and see if there is any light displaying internet access. If no light is shown and router is turned on, contact the internet service provider.

When using a wireless connection, the internet speed may slow down depending on the distance of the router to the Chromebook. To have optimum internet speed, consider connecting the Chromebook to the router using an ethernet cord.

Locate the Wifi network switch on the bottom right corner of the screen and make sure that the Chromebook is connected to the network. If it displays “connected to (the network name)”, then it is connected to the internet. If this message is not displayed, use the Google Chrome Connectivity Diagnosis App under the application launcher in the bottom left corner to attempt to fix this issue. If the network is not detected, but the router is on, contact the internet service provider for further assistance.

If the Chromebook is still unable to connect wirelessly using these methods, and the Chromebook isn’t detecting any networks nearby, it may have a faulty internal wifi antenna that needs replacing. Consider replacing it using this guide.

Chromebook doesn’t detect camera, or displays the message  No camera found.

Restart the Chromebook by going under the profile picture on the bottom right corner of the screen. Click restart to restart the Chromebook. After the Chromebook has restarted, try starting the camera again.

Check if the Chromebook is detecting the camera by going under the camera settings. To do this, go to Settings, and then click Advanced Settings. Under the Privacy section, click Content Settings, and then click Media. Check to be sure the camera appears on the drop down list of available cameras. If the camera doesn’t appear under the drop down list, the Chromebook may have a faulty camera and may need to be replaced.

If under the Settings the camera is detected, try using a different application. If the camera functions in a different application, return to the initial application and go through that application’s troubleshooting help section to detect camera.

If the camera is still not detected by the application, delete and reinstall the application by clicking the application launcher in the bottom left corner of the screen and locating the application to be deleted. Right click on application and click “Remove (application name)”, then reinstall the application from the Google App Store.

If the camera isn't being detected under the camera settings, doesn’t appear on the drop down list, or is displaying a distorted image due to a potential crack or other damage, the camera may have stopped working and may need to be replaced.