Reasons for Keyboard Not Working Properly

1. Keyboard has malfunctioned
2. There is dirt, debris on/in the keyboard
3. There has been a liquid spill on or in the keyboard
4. The keyboard has been physically broken

Step 1: Perform a visual inspection

If the keyboard is not working, check for damage and or dirt or debris on or within the keyboard.  

If there is dirt and debris on/in the keyboard, clean the impacted areas. 

If the keyboard is damaged, you can buy a replacement keyboard, HERE or contact CTL if covered by warranty, contact CTL at http://support.ctl.net 

Step 2: Reset the EC Controller on the Chromebook

Resetting the EC controller can occasionally restore the keyboard function. 

https://support.google.com/chromebook/answer/3227606?hl=en

To do an EC reset on Chrome OS, follow these steps:

1. Power down your Chromebook using the “Shutdown” function. Do NOT just put it to sleep/hibernate mode. Shut it down completely.
2. Press and hold the Refresh key.
3. Press and hold/TAP the Power key while still holding the Refresh key.
4. Hold both keys down for 10 seconds.
5. Release the Refresh key first while still holding down the Power key.
6. Release the Power key.
7. The Chromebook will automatically restart at this point and the EC will be flushed.

Step 3:  Run a Recovery with USB

1. Use the Chromebook Recovery Utility Extension to create and run the recovery on the device.  

Step 4:  Disconnect/Reconnect the Battery

*Note* This requires opening the Chromebook and could void your warranty

1. Remove screws from the base of the Chromebook and remove the bottom panel (D Cover)
2. Carefully disconnect the battery
3. Carefully reconnect the battery
4. Place the bottom (D Cover) back on the Chromebook
5. Power on and test keyboard
6. Snap the cover in place and install the screws

Step 5:  Powerwash the system

To Powerwash without using the keyboard:

1. Launch Chrome
2. Click on Menu > Settings
3. Find the “Powerwash” section
4. Click on “Power Wash” and proceed. This will take a few minutes and your Chromebook will restart.
5. There’s no going back once you start, so be sure that you have nothing else left on your system that you want to keep.
6. After the process finishes, add your primary Google Account and log on to your Chromebook.

OR at email login screen hold down CTRL - ALT - SHIFT - R keys

Step 6: Perform a hard reset

A hard or forced reset erases all information in the computer memory. This forces the system to clear and reestablish the software connections between the BIOS and the hardware.

A hard reset does not remove any local files or settings.

1. Press the refresh button  and power button  for five seconds. The Chromebook turns off and then turns on again.
2. If necessary, press the power button  again to turn on the Chromebook.
3. Perform a Reset/Wipe:
1. Press and hold: ESC REFRESH and the POWER button. 
2. Press: CTRL D
3. Press: Space Bar
4. Press: ENTER

If a Reset does not resolve the issue, Contact CTL to replace the damaged part or computer. To check the warranty of your Chromebook, go to http://support.ctl.net

Other Options: (Self Repair)

CTL does have an optional self-repair option (if authorized) that resolves the issue.  Please fill out the request form to be authorized.