800.642.3087 support@ctl.net

Troubleshooting Hardware Issues Using Crosh Diagnostics Follow

Avatar
Jeremy Burnett
  • Updated
The Chrome operating system includes a shell environment called Chrome Shell (crosh). Crosh includes several diagnostic tests that can be used on all Chromebooks and Chromeboxes without enabling developer mode. Follow the steps in this document to use crosh commands, or another Chrome diagnostic tool, to troubleshoot Chromebook and Chromebox hardware issues.

There are four areas testing is helpful in the article below:
1. Battery Health
2. SSD Health (only the Chromebox may have an SSD.  CTL Chromebooks have eMMC)
3. Network Troubleshooting
4. Memory testing

Testing Chromebook battery health

The Chrome Shell (crosh) includes a simple battery health diagnostic test. Confirm that the Chromebook battery is charging, and test the battery health and discharge rate, using the steps in the following sections.
Use the steps in this section to confirm that the Chromebook battery charges when connected to the AC adapter.
  1. Connect the AC adapter to the Chromebook and a power outlet.
  2. Power on the Chromebook.
  3. Press the ctrl + alt + t keys to open crosh.
    Crosh opens in a new browser tab.
    Figure 1: Crosh tab
    crosh1.jpg
  4. Type battery_test 1 into crosh, and then press enter.
    NOTE: 
    Make sure there is a space between "test" and the number "1."
    Figure 2: Crosh battery test 1 command
    crosh2.jpg
  5. Check the result to confirm the battery is charging.
    Figure 3: Battery is Charging
    crosh3.jpg
  6. Close the tab to exit crosh.
Use the steps in this section to evaluate the health of the Chromebook battery, and check the discharge rate.
  1. Disconnect the charging cable from the Chromebook.
  2. Power on the Chromebook and sign in to your account.
  3. Close any open apps or tabs and reduce the screen brightness to the lowest level.
    Figure : Reduce screen brightness key
  4. Open the Chrome browser and type chrome://extensions/ in the omnibox (browser address bar), and then press enter.
    Figure 1: Chrome extensions
    crosh5.jpg
    The Extensions window opens.
  5. Remove the check marks next to Enabled to disable all of the extensions.
    Figure 2: Chrome OS Extensions tab
    crosh6.jpg
  6. Press the ctrl + alt + t keys to open crosh.
    Crosh opens in a new browser tab.
    Figure 3: Crosh tab
    crosh7.jpg
  7. Type battery_test 1 into crosh, and then press enter.
    NOTE: 
    Make sure there is a space between "test" and the number "1."
    Figure 4: Crosh battery test 1 command
    crosh8.jpg
  8. A screen displays the current battery health and discharge rate.
    NOTE: 
    In most cases, the battery health level is 100% or higher at the time of manufacture, and decreases with time and use.
    Figure 5: Crosh battery test results
    crosh9.jpg
    Refer to the following information about battery test results:
    • If the Battery health percentage is greater than 50%, the battery is within the expected wear limits.
    • If the Battery health percentage is equal to or less than 50% and the battery is less than a year old, the battery is outside expected wear limits and might need to be replaced.
    • If the test results show Battery is Unknown, the battery might need to be replaced.
  9. Close the tab to exit crosh.

Testing SSD storage health

Use the steps in this section to test the health of the SSD storage drives on your Chromebook or Chromebox using crosh.
NOTE: 
The crosh diagnostic tool for testing storage health does not work on devices with eMMC memory.
  1. Power on the Chromebook or Chromebox and sign in to your account.
  2. Close any open programs or tabs.
  3. Press the ctrl + alt + t keys to open crosh.
    Crosh opens in a new browser tab.
    Figure 1: Crosh tab
    crosh10.jpg
  4. Type storage_test_1 into crosh, and then press enter.
    Figure 2: Crosh storage test 1
    crosh11.jpg
  5. A screen displays the storage health test results.
    Figure 3: Crosh storage test 1 - completed without error
    crosh12.jpg
    Check for failure messages that might indicate failing hardware.
    Figure 4: Crosh storage test 1 - example of failure
    crosh13.jpg
    If your Chrome device features eMMC storage, the storage test does not run.
    Figure 5: Crosh unable to test eMMC storage
    crosh14.jpg
  6. Repeat the test using the command storage_test_2, and check for failure messages.
    Figure 6: Crosh storage test 2
    crosh15.jpg
  7. Close the tab to exit crosh.

Testing the network adapter

This section describes an advanced method of gathering information about the network and diagnosing network errors. Use the following steps to test the network adapter in crosh:
  1. Power on the Chromebook or Chromebox and sign in to your account.
  2. Close any open programs or tabs.
  3. Press the ctrl + alt + t keys to open crosh.
    Crosh opens in a new browser tab.
    Figure 1: Crosh tab
    crosh16.jpg
  4. Type network_diag into crosh, and then press enter.
    Figure 2: Crosh network diagnostics test command
    crosh17.jpg
  5. Wait while crosh performs a set of network diagnostic tests. A diagnostic screen displays the results of the network adapter health test.
    Figure 3: Crosh network diagnostic test results
    crosh18.jpg
    The diagnostic test log is saved as a .txt (plain text) file in the Files app.
    Figure 4: Network diagnostics test log
    crosh19.jpg
  6. If the diagnostic test returns a failure message, make sure the Wi-Fi adapter is enabled.
    If you still cannot connect to the Internet, contact CTL for support.
    Figure 5: Crosh network diagnostic test - example of failure
    crosh20.jpg
  7. Close the tab to exit crosh.
This section describes an advanced method of gathering information about the network and diagnosing network errors. Use the following steps to capture a network log, and then analyze the log using Google's Log Analyzer:
  1. Open the Chrome browser and type chrome://net-internals into the omnibox (browser address bar), and then press enter.
    Figure 1: Chrome net internals URL
    crosh21.jpg
  2. The site begins capturing events. Type a description of the network issues into the provided field, and then click Save to file.
    Figure 2: Export net-internals log
    crosh22.jpg
    A dump file is downloaded to the Files app on your computer.
  3. Open a new browser tab and type https://toolbox.googleapps.com/apps/loganalyzer into the omnibox, and then press enter.
    Figure 3: Log Analyzer URL
    crosh23.jpg
  4. On the Apps Toolbox page, click Choose File.
    Figure 4: Upload log file
    crosh24.jpg
  5. Select the net-internals-log.json file, and then click Open.
    Figure 5: Net internals log file
    crosh25.jpg
  6. Click Analyze.
    Figure 6: Analyze
    crosh26.jpg
    The Log Analyzer offers feedback on any issues found in the log.

Testing memory

Use the steps in this section to test the memory on your Chromebook or Chromebox using crosh.
  1. Power on the Chromebook or Chromebox and sign in to your account.
  2. Close any open programs or tabs.
  3. Press the ctrl + alt + t keys to open crosh.
    Crosh opens in a new browser tab.
    Figure 1: Crosh tab
    crosh27.jpg
  4. Type memory_test into crosh, and then press enter.
    Figure 2: Crosh memory test command
    crosh28.jpg
    Wait while crosh runs the memory test. The test is complete when the word Done displays below the list of test results.
  5. A diagnostic screen displays the results of the memory health test.
    Figure 3: Crosh memory test results - pass
    crosh29.jpg
    Check for failure messages that might indicate failing hardware.
    Figure 4: Crosh memory test - example of failure
    crosh30.jpg
  6. Close the tab to exit crosh.

Related articles

Comments

0 comments

Please sign in to leave a comment.