The following is a brief summary of common solutions if you're experiencing problems working with the Chromebook. You can find more comprehensive troubleshooting tips from the Google Help Center.

Google Help Center

The Knowhow

Touchpad problems

First, make sure you've mastered the basics of using the touchpad. You can refer to the tutorial at google.co.uk/chromebook/gettingstarted.

  • Cursor is too fast / too slow: You can adjust the sensitivity of the touchpad from Spanner > Settings > System > Touchpad.

  • Too hard to click: If you find it difficult to press down on the touchpad to click, make sure you are clicking on the lower half of the touchpad, or use the 'Tap to click' setting instead from Spanner > Settings > System > Touchpad.

  • Touchpad behaves erratically: If the touchpad behaves strangely - for example, regular clicks register as right-clicks - try restarting the computer. If that fails, make sure the computer has the latest system updates installed, which may contain touchpad fixes. From the Spanner, select "About Chrome OS," then click "Check for update". If the touchpad is still not working properly, it may be defective, in which case you should return the computer to the store or the manufacturer.

  • No more touchpad! If you would prefer not to use the touchpad, you can use a Chromebook mouse, or if you already have a USB mouse, it will most likely work with the Chromebook as well.

Web pages don't load or load very slowly

  • Make sure the URL is typed correctly in the address bar.
  • Try loading other web pages, such as google.co.uk. If other pages load fine, that specific website may be under maintenance.
  • Try opening the page in an Incognito window (Spanner > Open incognito window or Ctrl-Shift-N). If it works in Incognito, then you may need to clear your cookies and cache (see next step).
  • Clear your cookies and cache. Go to Spanner > Settings > Under the Bonnet > Privacy > Clear browsing data. Select "Obliterate the following items from the beginning of time," check "Empty the cache" and "Delete cookies and other site data," then click "Clear browsing data." Then try loading the page again.
  • Make sure proxies are off. Go to Spanner > Settings> Under the Bonnet > Network> Change proxy settings. Select "Direct internet connection" unless you've been instructed otherwise by your network administrator.
  • Disable and re-enable the Wi-Fi connection.
  • Restart the computer.
  • Check Wi-Fi reception. Look at the Wi-Fi icon in the upper-right corner of the screen. The more filled-in the "pie" is, the better the connection. Try moving the computer closer to
  • Wi-Fi router.
  • Restart DSL/cable modem and Wi-Fi router. It's best to unplug both the modem and router from the mains then wait a minute. Next, plug in the modem and wait a minute until the flashing lights settle into a regular pattern, indicating it has connected to the internet. If the modem is never able to connect to the internet, there may be a service outage and the Guest should contact their broadband provider. Finally, plug in the Wi-Fi router again and wait a minute for it to initialise. Then on the Chromebook, disable and re-enable the Wi-Fi connection.

Web pages crash or don't work properly

  • Reload the web page
  • Clear your cookies and cache. Go to Spanner > Settings > Under the Bonnet> Privacy > Clear browsing data. Select "Obliterate the following items from the beginning of time," check "Empty the cache" and "Delete cookies and other site data," then click "Clear browsing data." Then try loading the page again.
  • Restart the computer
  • The "He's dead, Jim!" error indicates the system is out of memory. Try closing other tabs then reload the page to see if that resolves the issue. Sometimes extensions may be the cause, refer to the next solution.
  • Disable extensions that may be causing problems. Go to Spanner> Tools > Extensions. If you've added any extensions recently try disabling those first, then reload the page. If not, disable all of them then reload the page. If this corrects the issue, then an extension is responsible for the problem. Re-enable extensions one by one until the problem recurs.

In rare cases, the website may not be designed to work properly in the Chrome browser or may rely on a plug-in that is not supported on Chromebooks, such as Java.

Knowhow Chromebook Support Page


Updated On:

May 22, 2014

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