Reasons for Keyboard Not Working Properly
- Keyboard has malfunctioned
- There is dirt, debris on/in the keyboard
- There has been a liquid spill on or in the keyboard
- 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.
Step 2: Reset the EC Controller on the Chromebook
Resetting the EC controller can occasionally restore the keyboard function.
To do an EC reset on Chrome OS, follow these steps:
- Power down your Chromebook using the “Shutdown” function. Do NOT just put it to sleep/hibernate mode. Shut it down completely.
- Press and hold the Refresh key.
- Press and hold/TAP the Power key while still holding the Refresh key.
- Hold both keys down for 10 seconds.
- Release the Refresh key first while still holding down the Power key.
- Release the Power key.
- The Chromebook will automatically restart at this point and the EC will be flushed.
Step 3: Run a Recovery with USB
- 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
- Remove screws from the base of the Chromebook and remove the bottom panel (D Cover)
- Carefully disconnect the battery
- Carefully reconnect the battery
- Place the bottom (D Cover) back on the Chromebook
- Power on and test keyboard
- Snap the cover in place and install the screws
Step 5: Powerwash the system
To Powerwash without using the keyboard:
- Launch Chrome
- Click on Menu > Settings
- Find the “Powerwash” section
- Click on “Power Wash” and proceed. This will take a few minutes and your Chromebook will restart.
- 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.
- 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.
- Press the refresh button and power button for five seconds. The Chromebook turns off and then turns on again.
- If necessary, press the power button again to turn on the Chromebook.
- Perform a Reset/Wipe:
- Press and hold: ESC REFRESH and the POWER button.
- Press: CTRL D
- Press: Space Bar
- 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.