HP Chromebooks - Chromebook Is Locked Up or Frozen (Chrome OS)

This document applies to HP Chromebook computers with Chrome OS.

This document helps you find and troubleshoot problems that cause a Chromebook to be locked up, frozen, or to stop responding.

If an error message opens on the screen, write the error message down exactly as it appears. Restart the computer and search the internet using the exact text from the error message to find a solution.

The Chrome OS Help web site (in English) features troubleshooting steps for many possible issues. Refer to the links in the Fix a problem section.

"Chrome OS is missing or damaged" error screen displays

If you see the message Chrome OS is missing or damaged. Please insert a recovery USB stick into one of the 4 ports in the BACK of the device., perform a system recovery.

Figure : Chrome OS is missing or damaged

Chrome OS is missing or damaged error screen

"He's Dead, Jim!" error message displays on your Chromebook

If the Chromebook is frozen, locked up, slow, or unresponsive, and the He's Dead, Jim error message appears, the system could be running low on memory. To free up memory, close any open tabs, apps, or other processes that are not in use. See "He's Dead, Jim!" (in English) from Chrome OS Help for more information.

Chrome OS stops responding, or nothing moves on the computer display

This section helps you to troubleshoot problems that cause a Chromebook to be locked up, frozen, or to stop responding.

Perform a hard reboot to unlock the Chromebook. Follow these steps to perform a hard reboot:

Turn off the computer.
Disconnect all peripheral devices and remove all USB devices and media cards.
Disconnect the AC power adapter and remove the battery.
Press and hold the power button for at least 7 seconds.
Reconnect the AC power adapter, but do not connect the battery.
Turn on the computer.

If the computer starts up normally, you are done.

If the computer does not start up properly, see Chromebook Does Not Start.

Chromebook locks up randomly with loud fan noise

If the Chromebook locks up and the fans inside the computer become louder or run constantly, the computer may be getting too hot or a hardware component might be failing. Use compressed air to keep the air vents clean and free of dust and dirt. For more information, see Reducing Heat Inside the PC.

Other Chromebook lock up or freeze symptoms not listed

If none of the above symptoms match your Chromebook's issue, refer to the Fix a problem section of the Chrome OS Help web site (in English). If you suspect the symptom is caused by a hardware problem, Contact HP for assistance.