Promoted articles

• CPU Vulnerability and ChromeOS

  To avoid any vulnerabilities, update ChromeOS to R63

  From Google Security: Link

  Snippets:

  Last year, Google’s Project Zero team discovered serious security flaws caused by “speculative execution,” a technique used by most modern processors (CPUs) to optimize performance.
  
  The Project Zero researcher, Jann Horn, demonstrated that malicious actors could take advantage of speculative execution to read system memory that should have been inaccessible. For example, an unauthorized party may read sensitive information in the system’s memory such as passwords, encryption keys, or sensitive information open in applications. Testing also showed that an attack running on one virtual machine was able to access the physical memory of the host machine, and through that, gain read-access to the memory of a different virtual machine on the same host.
  
  These vulnerabilities affect many CPUs, including those from AMD, ARM, and Intel, as well as the devices and operating systems running on them.

  Google Chrome OS (e.g., Chromebooks):

  • Some additional user or customer action needed. More information here.

  Google Chrome OS on Chromebooks:

  • Chrome on Chrome OS includes the Chrome browser mitigations mentioned above, including Site Isolation.
  • OS versions prior to 63 are not patched. Chrome OS systems started receiving version 63 on 12/15/2017.
  • Some Chrome OS devices are end of life and no longer receiving updates. To check your specific model, see this page.

  Intel Chrome OS devices on kernels 3.18 and 4.4 are patched with Kernel Page Table Isolation (KPTI) in Chrome OS 63 and above. Older kernels will be patched with KPTI in a future release. Known attacks do not affect existing ARM Chrome OS devices, but these devices will also be patched with KPTI in a future release.

  Public codename	Marketing name	Kernel version	Architecture	Auto update ends (*=official)	KPTI on M63?	KPTI eventually?
  enguarde	CTL N6 Education Chromebook	4.4.107	x86_64	2020-03-01	Yes	Yes
  jerry	CTL J2 / J4 Chromebook for Education	3.14	armv7l	2020-04-01	Not needed	TBD
  relm	CTL NL61 Chromebook	3.18	x86_64	2021-08-01	Yes	Yes
  wizpig	CTL J5 Chromebook	3.18	x86_64	2021-08-01	Yes	Yes

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• *NEW* CTL 2-Way Shipping for RMAs in the First Year for Education Customers

  For all EDU customers, CTL now includes 2-way shipping for in-warranty RMA issues in the first year.  This update includes any previous EDU orders in the last year.  CTL is excited to extend this to our EDU customers to help make the repair process simpler and easier.  For new purchases, upgrades are available for Two and Three-year 2-way shipping.

  FAQ:

  Q: How do I know my RMA qualifies for 2-way shipping?

  A:

  • You are a school or educational institution - non-residential address
  • You are within 1 year of the original invoice date
  • The RMA issue is covered under the warranty purchased

   

  Q: What type of PPL is sent?

  A: A UPS/FedEx Ground label is sent via email.  Please specify the size and weight of the shipping box or boxes.

   

  Q: What if it is accidental damage that isn’t covered under my warranty?

  A: Unfortunately, you will be responsible for costs to send in that RMA. CTL does offer optional accidental warranties for 1, 2, and 3 years.

   

  Q: Does this apply to all CTL products?

  A: This applies to the CTL brand of Chromebooks

   

  Q: Does this include areas outside of the continental USA?

  A: At this time only the continental USA.

   

  Q: What If I need to upgrade the speed of the return?

  A: This would require you to cover the difference in cost.

   

  Q: Is this offer available through the Web?

  A: This is available to any EDU customer that has purchased CTL Chromebooks.

   

  Q: Do I need to contact my sales Rep to obtain this offer?

  A: No, you just need to submit a ticket to CTL via the help desk or email.  

   

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• LCD Screen Cleaning

  Link to full Document

   

  Guidelines to properly CLEAN your LCD / LED screens

   

  Recommended Cleaning Method: (Short instructions)  

  • Turn your display off and allow it to cool.  
  • Make sure your cloth is clean and free of any grit before starting.  
  • Spray a liberal amount of the cleaning solution onto one portion of the cloth.  
  • Recommend using LCD Cleaners like Bryson.  Amazon Search - Link.
  • Using light pressure, wipe the screen to evenly distribute the solution on the screen.  
  • Rotating the cloth to a dry portion, wipe the screen until it is dry. You may need to rotate the cloth a second time. Always use light wiping pressure.  
  • Wipe gently and do not overwork or apply excessive pressure to avoid damaging the surface or surface coatings. Finally, clean the edges and corners by lifting any dust or debris onto the cloth or use a clean soft brush or a vacuum with a clean soft brush attachment.  
  • Read the special considerations below.

   

  Warning Note: Using Windex, Pledge or other similar household products that contain ammonia on your screen can damage the anti-glare coating of your screen. Unfortunately we know of no way to repair this so please be advised that the anti-glare coatings on most of today's screens need to be cleaned with solutions made specifically for screen cleaning, such as Photodon Ultra screen cleaning solution.

   

  Proper Screen Cleaning

  Treat your screen as you would an expensive camera lens, by using quality cleaning materials and tested techniques. The biggest concern is not to damage the special anti-glare coatings applied to these surfaces. Purchase a specially designed kit for cleaning your display which should contain high-quality microfiber cloth and a specially formulated quality cleaning solution.

   

  About LCD Screens

  LCD and LED screens are made of plastic materials, unlike the big shiny curved glass tubes of yesteryear. This soft plastic film is vulnerable to scratches, damage by sharp articles and/or improper cleaners. All these screens require special attention to clean properly and safely.

   

  Things NOT To Do:

  • Do not clean with the monitor turned on
  • Do not press on the screen with your fingernails or other objects
  • Do not apply excessive wiping pressure
  • Do not use dirty, abrasive or linty cloths
  • Do not use any alcohol except isopropyl alcohol*
  • Do not use any cleaners, such as acetone, which contain ketones as they will destroy plastics and the anti-glare coatings quite quickly.
  • Do not use ammonia cleaning products.
  • Do not allow liquid to run into the edges under the frame of the screen.
  • Do not use Kleenex, paper towels, sponges or other coarse shop towels! These materials may contain abrasives that can scratch the surface coatings as well as leaving lint on your screen.

   

  Good Things To Do:

  • Work with the screen display turned off and cool.
  • Wipe the screen using light pressure.
  • Use clean, lint-free cotton, microfiber cloths or low-lint wipes.
  • Use water, diluted isopropyl alcohol (in moderation) or, ideally, a specially formulated, low impact screen cleaning solution.
  • Apply solutions to the cloth then wipe the screen with the cloth to avoid the possibility of excess moisture running into the frame of the device.
  • Use a vacuum with a clean soft brush attachment or a clean soft brush to remove dust from edges or corners.

   

  Worth Repeating: Most screens have an anti-glare coating that can be permanently scratched or easily worn by excessive wiping pressure or from improper cleaning solutions. Make certain that the cloths you use are clean and do not contain any sand or grit.

   

  Streaking or Hazing:

  Streaking is caused by not applying enough solution to the screen. If the screen dirt is not suspended in solution, it creates more of a paste, which the cloth spreads leaving streaks. This can be damaging to the surface coatings. Working on a warm screen causes the solution to evaporate too quickly which will have the same result as using not enough solution.

   

  More Advanced Cleaning Method:

  If you know you have a good, fine mist sprayer on your solution bottle, spray the solution directly onto the screen surface. Have your cleaning cloth in hand, ready to catch any runs that may develop before they reach the screen edge. On a laptop, you may be able to position the screen more horizontally to reduce this risk.

   

  Screen Wiping Method:

  With a clean microfiber cloth, use light wiping pressure, rotate the cloth often and wipe over any one area a minimal number of times.

   

  Why Use Microfiber Cloth?

  Each filament of microfiber is a hundred times thinner than a human hair and is split into wedge-shaped strands, multiplying the surface area the osmosis/wicking power many times. Microfiber lifts more of the finer dirt particles, oily fingerprints, streaks and other contaminates. Microfiber screen cloths can clean the surface of an LCD monitor far better than a cotton cloth with much less linting.

   

  * Cleaning Technique if a cleaning solution is not available:

  Use 70% isopropyl alcohol, a first aid antiseptic available at the drug store diluted, 50-50% with pure or distilled water as a solution under the following circumstances. Do not use often as it can deteriorate/dry and make plastic brittle and the effect on screen coating

   

  How to Remove Ink or Permanent Marker from Screen:

  • How to remove ink or permanent marker from the surface of the screen. This technique has worked for many users. Try a solution of 50 - 50% water and "70% isopropyl rubbing alcohol", available in drug stores. If this does not work then use the 70% isopropyl alcohol full strength on a clean cloth this should remove most inks from the screen. Do not use this any more than necessary and rub lightly as it could cause damage if overused.
  • May not work on red marker.  A customer tried: "took a can of aerosol hairspray, sprayed some on a paper towel, then dabbed a Q-tip in the spray and proceeded to gently rub the ink spot. It removed the ink completely without ruining the screen!" This is not a recommended method but might be tried as a last resort and with much care.

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• Common Chrome OS Problems and How to Troubleshoot Them

  

  Common Chrome OS Problems and How to Troubleshoot Them

   

  Chrome OS Is Very Slow

  If your Chromebook is a 2GB model, its light specs might not be able to keep up with your high usage and will run slow when you have too many browsers or apps open at the same time. Close a few tabs and apps and see if this improves the speed. If that doesn’t help, check if there is a problem with your internet connection. Remember that a Chromebook runs apps directly from the web, so a reliable connection matters a lot in maximizing its performance.

  Your OS could also be running slow because your Chrome OS hasn’t been updated recently. Check your System Update Icon (the one which looks like an arrow in the status section of your Google account picture or icon). Click the arrow, then select Restart to Update. If the System Update Icon doesn’t appear, then go to Settings > About Chrome OS > Check for and apply updates. Note: This will reboot your device so make sure to do important backups first.

  Frequent Chrome OS Crashes

  

  Image source: UbuntuForums

  Isn’t it annoying when your Chromebook freezes, mysteriously closes every window, or suddenly shuts down? One main culprit for such problems is your extensions, which you may have unknowingly downloaded. Go to your Chrome menu in the toolbar, choose More Tools > Extensions. Here you can view a list of all your extensions and whether they are enabled or disabled. Try disabling the more recent extensions you’ve downloaded and see if that improves things. If that doesn’t help, then delete the extensions you aren’t using anymore.

  Missing or Damaged Chrome OS

  When you receive this notification, it could mean that your OS is not working properly. Sometimes, restarting your device is all it takes to solve the problem. But if that doesn’t fix it, then you have to recover your Chromebook. This will permanently delete everything on your hard drive and even downloaded files, so make sure to backup your files on Google Drive before performing a recovery. Here is a step by step guide from Google Support on how to recover your Chromebook.

  

  Image source: HowtoGeek

  An Update Messed Up the Operating System

  Did you receive an error message when you tried updating your Chrome OS? This could happen when you are using your mobile data when running an update. Aside from causing errors, this will also rake in huge charges or use up your monthly data. So make sure to turn off your mobile data and connect to a strong Ethernet or Wi-Fi connection when performing software updates.

  If you’ve connected to Wi-Fi or Ethernet and still get an error message, restart your Chromebook. Save what you’re currently working on, then hold the power button to fully shut down your device. Press the power button again to restart.

  An Update Won’t Download

  

  Image source: AndroidCentral

  Try the two steps in the problem discussed above. If that still doesn’t fix the error, then you need to reset your Chromebook. Make sure to do this only on a personal Chromebook and not one for work or school. Also, remember to save everything to the cloud first because resetting will erase all your settings and everything on your hard drive. When you’re done saving, go to Settings > Advanced Settings > Powerwash > Reset > Restart, then enter your Google Account details.

  If you’re still getting error messages, the last recourse is to recover your Chromebook.

  Problem Establishing a Strong WiFi Connection

  Make sure you’re actually connected to a Wi-Fi network. If there is an X covering your Wi-Fi icon, then you are not connected. Click the icon, choose No Network > Turn Wi-Fi On. This allows your Chromebook to search for and connect to an available Wi-Fi network. If you still can’t connect, restart your laptop.

  In rare cases, the cause of this problem is because you are using an old router. Try connecting to a different wireless network, and if it works, it might be time to upgrade your current router.

  Unexplainable and Repetitive Off and On Problem

  Whether it is your Chromebook or Chrome browser that turns off, then back on repetitively, the most probable cause for this issue is a problem with the operating system. And the solution is to fully recover your Chrome laptop. Again, remember to back up your files on Google Drive, another cloud file, or an external hard drive before beginning the recovery process.

  “This webpage is not available”

  

  If you’ve typed in the correct web address and still get this error message, then it is most likely issues with cookies or proxies. It’s best to delete all your cookies. But make sure you’ve saved all your passwords somewhere else secure first before deleting cookies. When you’re ready, go to Settings > Show advanced settings > Privacy > Content Settings > All cookies and site data > Remove All.

  As for proxy issues, try to change your proxy settings if you know the correct proxy. Go to Settings > Internet Connection, check the box for Allow proxies for shared networks, then input the correct proxy settings.

  Chrome OS Not Working with Bluetooth Devices

  The first step is to check if your Chromebook actually works with Bluetooth. Most, but not all, Chrome OS devices have Bluetooth functionality. If the Bluetooth logo is found in your status area, then your laptop is compatible with Bluetooth devices. Make sure it isn’t turned off (indicated by a bar across the logo). If it’s turned off, turn it on by scanning your accessories. Click the Bluetooth icon, then select Enable Bluetooth. It also helps to keep the Bluetooth device close to your Chromebook, properly pair it, and input the correct codes (if any).

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• Find a Chromebook Serial Number
  How to find Chromebook Serial Number:

  1. Press (Esc + refresh + power) to start the wipe process
  2. Press (Ctrl + D) on the recovery screen (yellow exclamation mark)
  3. Press (Enter) on the screen that states: “to turn OS verification OFF, press enter. Your system will…”
  4. On the next screen which has the red exclamation mark, let the system proceed to the next screen automatically.
  5. Then, on the next screen which states: “The device owner has disabled developer mode for this device…” again, let the system reboot automatically
  6. When the Chromebook restarts you will be at a screen that states: choose your language and network, you don’t need to fill this out just hit (ALT + V) and the serial number will display in the top right corner of the screen.

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• Chromebook Manuals

  CTL Complete list:

  J2 / J4 / j4+ - Link

  J5 - Link

  NL6 Series - Link

  NL61 Series - Link

   

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• Android Apps on CTL Chromebooks

  The CTL NL61, NL61T, J5, J2, J4, J4+ and the X-Panel variations will all support Android Apps. Google hasn't released the exact date but it is expected in Q1 of 2017.

  This is the complete list of Chromebooks from Google:

  https://developer.android.com/topic/arc/device-support.html

  CTL Chromebook J2 / J4

  N6 Education Chromebook

  J5 Convertible Chromebook

   

  How to Side Load an App (APK) on a Chromebook - Link

  Popular location to get APKs **use at your own risk** http://www.apkmirror.com/

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• Chromebook Wifi Troubleshooting
  1. Google validates the design with all major network providers
  2. Always update to the latest Chrome OS version as Google provides improvements to speed, battery life, and connection services.  

  Steps to Take:

  1. Check a Chromebook log to see the error - Link on how to do this.  
  2. Contact the group responsible for networking services to help with configuration changes and provide the log details.  
  3. Contact Google Support in the admin panel - The log files will help them analyze the possible issues.  
  4. Run the Chrome Connectivity Diagnostics App on the Chromebook - Link

  Questions to ask:

  1. Are the devices on the current OS version?
  2. Is it all devices having the issue?
  3. Are all building / schools exhibiting the issue?
  4. Do they connect to a hotspot reliability?
  5. Do they connect to an open network reliably?
  6. Has the Chromebook been rebooted?
  7. Has the password been verified? (Log and Diagnostics App will show any issue)
  8. Is Wifi is turned on?

  View Article
• Deprovision a Chrome Device

  When a device is returned to CTL you must deprovision the device to allow for repairs to happen.  It is very likely, to service you as fast as possible, that a replacment device will be sent back to you that has a different serial number.

  Here are the steps to deprovions the device from Google:

  https://support.google.com/chrome/a/answer/3523633?hl=en

  Deprovision Chrome devices

  Overview

  To manage Chrome devices, admins first need to enroll the devices to their domain. Once enrolled, admins can view their devices in the Google Admin console and deprovision devices that are no longer in use, including Chrome devices that are returned or obsolete. Remember when using the Forced re-enrollment policy to deprovision devices that are no longer managed by your domain.

  Chrome devices that have been enrolled display a status of Provisioned within the device list. The last sync time indicates the most recent time it has synced the device policies you set in the Admin console.

  Deprovision Chrome devices

  To remove devices that are no longer active and to clean up your Admin console, you can deprovision Chrome devices. Deprovisioning removes the following from the selected devices:

  • Device policies
  • Device-level printers
  • Access to Kiosk Mode (including Public Sessions)
  • Ability for the device to be enrolled in the domain

  Do the following to deprovision the devices:

  1. Sign in to the Admin console at https://admin.google.com.
  2. Go to Chrome devices > Devices.
  3. In the device list, select the provisioned or pending device(s).
  4. Click More Actions and choose Deprovision.
  5. Choose "Same Model Replacement"
  6. In the warning message that appears, click Deprovision to complete the process.

  Notes:

  • To view the list of deprovisioned devices, select Deprovisioned as the view option at the top left of the device list.
  • The deprovisioning process does not affect the licenses used for Chrome device management. Once a license has been used, the license can’t be revoked and used by a different Chrome device.
  • To provision the device again in the future, admins must follow the steps in the re-enrollment section.

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• Demo Chromebook needs Enrollment Credentials

  Sometimes due to the wipe and cleaning process the demo chromebooks are asking for credentials to re-enroll into the CTL domain.

  We have two domains.  Our demo devices are in transition to the education demo domain:

  You can use:

  Email: enroll@gedu.demo.ctleducation.com
  If that doesn't work
  Email: enroll@ctl.net

  Both Passwords are:

  Password: enroll@CTL

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• Battery Care and Storage - Recommendations

  Lithium Ion batteries are a great technology for laptops, Chromebooks, iPads, and many other tech gadgets. But there are storage situations that must be considered to ensure a long life.
  
  This applies to any of technology device with Lithium Ion Batteries:

  1. If possible keep the devices on a trickle charge when not in use. Charge carts are an ideal storage device for Chromebooks.

  2. Place the Chromebook battery in cut-off mode (For NL6 Series only - J Series Pending) by first pressing F3 (refresh key) then POWER.  While holding REFRESH and POWER unplug AC power jack. To be able to power back on the Chromebook just plug back in the AC power.

  • Charge Level - If a device with a battery is going to be unused for the summer or less than 3 months charge to at least 80%. Temperature can range from -20C to 45C (-4F to 113F)
  • OVER 3 MONTHS - Charge to at least 80% and store in a temperature of 25C +/-3 Celcius. (77F +/- 5F) At three months check the battery level and charge back to 80% as needed.

  3. To turn the Chromebook back on after storage plug in the AC adapter.

  It is possible to completely drain Lithium Ion battery to the point where it will not be able to recharge. There is always a slight drain on a battery when in a device. With extended time and without following the guidelines above a failed battery is possible.

  If you have any questions, please let us know.

  If you are experiencing any battery problems with your NL6 or J Series Chromebook please contact support@ctl.net.

  Battery specification and recommendations of the NL6 -Link

  Battery specifications and recommendations of the J Series -Link

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• Chromebook Recovery Utility

  Items you'll need:

  • 4GB or larger USB Disk
  • Chromebook (Windows Machine with Chrome works also)
  • Chromebook to flash
  • Chromebook Recovery Utility App - Link
  • Image Lists for CTL Chromebooks:
    • NL6/NL6X: ENGUARDE C6A-H5J-V4A-U6A-A42
    • NL61/NL61X: REALM - Download links: R52 and R54
    • J2: JERRY E25-Q20-I4M-B6A-A4Z
    • J4: JERRY E25-W26-I2M-B8A-A7S
    • J4+:JERRY E25-W26-D8M-B4A-A5Q (Direct Download Link R53)
    • J5: WIZPIG D25-D2U-S6A-Q7B (Direct Download Link R52)

  Procedure: (Google Documentation)

  Use the Chromebook Recovery Utility

  If you need to recover or update your Chromebook, you can use the Chromebook Recovery Utility to create recovery media and get your Chromebook working like new again.

  What you need to create recovery media

  Before using the utility, make sure that you have:

  • A flash drive or other storage media that can hold at least 4GB and that you don't mind clearing.
  • An extra Chromebook, Windows, or Mac computer with administrative rights and Chrome browser installed.

  Create recovery media

  If your Chromebook isn't working properly, you can use an extra Chromebook or another Windows or Mac computer to create recovery media. Otherwise, you can follow these steps on your Chromebook if you want to create recovery media to use later.

  If you're using a Linux computer, follow the instructions listed after Step 6.

  Step 1: Install the Chromebook Recovery Utility app

  1. Install the Chromebook Recovery Utility app on your Chromebook or on your Windows or Mac computer.
  2. Open the app.

  Step 2: Identify your Chromebook

  1. Two options:
     • Type in the model number of the Chromebook (ENGUARDE C3A for the CTL Chromebook) you want to recover to get the correct recovery image. You can find that number at the bottom of the error message on your Chromebook or on the recovery screen in the app. It downloads the large file each time you create an image. For multiple USB drives use the next step.
     • Download the CTL Chromebook image file. Click the "gear" at the top right in the Chromebook Recovery Utility and select "Use Local Image".
  2. Click the Continue button.

  Step 3: Insert your USB flash drive or SD card

  1. Insert your storage media into an open USB or SD Card port on your Chromebook or on your Windows or Mac computer. The tool will automatically detect the media.
  2. Use the drop-down menu to select the appropriate storage media.
  3. Click Continue.

  Step 4: Create a recovery image

  Important:All of the data on the recovery media will be deleted if you continue.

  1. Make sure the media you'd like to use for your recovery is listed.
  2. Click the Create now button.

  The tool will then create the recovery image on your selected media. Don't remove the flash drive or SD card while this is happening. After you see the message saying that your recovery media is ready, you may remove it from your Chromebook or computer.

  Step 5: Recover your Chromebook

  • Use the shortcut Esc+Refresh (above the #4 key), then press down the Power button and wait until you get the Exclamation Point Chrome OS is missing screen.
  • Plug in your recovery drive.
  • Wait for the image process to complete (about 5 minutes).
  • Remove USB and it will automatically reboot.
  • Done.

  More info:Restore your Chromebook using your newly-created media.

  Step 6: Erase recovery media (optional)

  The Chromebook Recovery Utility partitions the USB or SD media into different sections, which means you can’t store data on it unless you wipe the drive clean.

  You can use the Chromebook Recovery Utility to erase the recovery files and partitions so that you can use the USB or SD media for storage again:

  1. Open the Chromebook Recovery Utility app and click the settings icon.
  2. Select Erase recovery media.
  3. From the drop-down menu, select the recovery media you'd like to erase.
  4. Click Continue.
  5. Make sure the media you used for recovery is listed. Remember, all of the data on the media will be erased.
  6. Click Erase now.

  The tool will then erase the recovery image on your selected media. Don't remove the flash drive or SD card while this is happening.

  After you see the message saying that your recovery media is prepared for formatting, you may remove it from your Chromebook and format it using a tool provided by your operating system.

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