Chromebook Troubleshooting: Keyboard, Touchpad, and Device Management

Chromebook Troubleshooting: Keyboard, Touchpad & Device Management

This guide covers common Chromebook hardware issues and device management tasks beyond Wi-Fi connectivity.

Keyboard Issues

Keys Not Working or Typing Wrong Characters

1. Restart the Chromebook (hold Power button for 10 seconds, then turn back on)
2. Check if an external keyboard is connected — disconnect it and test the built-in keyboard
3. Try a hard reset: Turn off the Chromebook, then hold Refresh + Power simultaneously
4. Check keyboard language settings: Click the time in the bottom-right → Settings → Languages and inputs → make sure US English is selected

Sticky or Unresponsive Keys

• Gently clean around the key with compressed air
• If a key cap is loose or missing, do NOT attempt to fix it yourself — submit a ticket for repair

Touchpad Issues

Touchpad Not Responding

1. Restart the Chromebook
2. Perform a hard reset: Refresh + Power
3. Ensure your fingers are clean and dry — moisture can interfere with touchpad
4. Try tapping with a single finger to rule out multi-touch glitches
5. Check if touchpad is disabled: Go to Settings → Touchpad and verify it's enabled

Cursor Jumping or Erratic

• Clean the touchpad surface with a dry microfiber cloth
• Make sure palms are not resting on the touchpad while typing (enable palm rejection in Settings if available)

Chromebook Won't Turn On

1. Plug in the charger and wait 5 minutes — the battery may be fully drained
2. Look for a charging indicator light near the charging port
3. Try a hard reset: Hold Refresh + Power for 10 seconds
4. If still unresponsive, try a different charger (if available) to rule out a bad charger
5. Submit a ticket if the device still won't power on

Deprovisioning / Returning Devices

Students and staff should NOT attempt to deprovision Chromebooks. Deprovisioning removes the device from school management and must be performed by IT only.

If you are returning a Chromebook (end of year, transferring, or the device is being replaced):

1. Sign out of your Google account
2. Return the Chromebook AND charger to IT
3. IT will handle wiping, deprovisioning (if needed), and reassignment

Screen Issues

• Cracked screen: Submit a ticket immediately. Do not attempt to use or repair it.
• Flickering or dim: Adjust brightness with the brightness keys. If flickering persists after restart, submit a ticket.

Still Need Help?

Submit a help desk ticket with the Chromebook's asset tag number (sticker on the bottom of the device) and a description of the issue.

RCS Information Technology · IT Help Center