HP Chromebook and Chromebox - Troubleshooting Hardware Issues Using Crosh Diagnostics

Testing memory

This document applies to HP Chromebook and Chromebox computers with Chrome OS.

The Chrome operating system includes a shell environment called Chrome Shell (crosh). Crosh includes several diagnostic tests that can be used on all HP 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.

Testing HP Chromebook battery health

The Chrome Shell (crosh) includes a simple battery health diagnostic test. Confirm that the HP Chromebook battery is charging, and test the battery health and discharge rate, using the steps in the following sections:

Verify the AC adapter is charging the battery

Use the steps in this section to confirm that the Chromebook battery charges when connected to the AC adapter.

Connect the AC adapter to the Chromebook and a power outlet.
Power on the Chromebook.
Press the ctrl + alt + t keys to open crosh.

Crosh opens in a new browser tab.

Figure : Crosh tab
Type battery_test 1 into crosh, and then press enter.

note:
Make sure there is a space between "test" and the number "1."

Figure : Crosh battery test 1 command
Check the result to confirm the battery is charging.

Figure : Battery is Charging
Close the tab to exit crosh.

Check the battery health

Use the steps in this section to evaluate the health of the Chromebook battery, and check the discharge rate.

Disconnect the charging cable from the Chromebook.
Power on the Chromebook and sign in to your account.
Close any open apps or tabs and reduce the screen brightness to the lowest level.

Figure : Reduce screen brightness key
Open the Chrome browser and type chrome://extensions/ in the omnibox (browser address bar), and then press enter.

Figure : Chrome extensions

The Extensions window opens.
Remove the check marks next to Enabled to disable all of the extensions.

Figure : Chrome OS Extensions tab
Press the ctrl + alt + t keys to open crosh.

Crosh opens in a new browser tab.

Figure : Crosh tab
Type battery_test 1 into crosh, and then press enter.

note:
Make sure there is a space between "test" and the number "1."

Figure : Crosh battery test 1 command
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 : Crosh battery test results

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.
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 HP Chromebook or Chromebox using crosh.

note:
The crosh diagnostic tool for testing storage health does not work on devices with eMMC memory.

Power on the Chromebook or Chromebox and sign in to your account.
Close any open programs or tabs.
Press the ctrl + alt + t keys to open crosh.

Crosh opens in a new browser tab.

Figure : Crosh tab
Type storage_test_1 into crosh, and then press enter.

Figure : Crosh storage test 1
A screen displays the storage health test results.

Figure : Crosh storage test 1 - completed without error

Check for failure messages that might indicate failing hardware.

Figure : Crosh storage test 1 - example of failure

If your Chrome device features eMMC storage, the storage test does not run.

Figure : Crosh unable to test eMMC storage
Repeat the test using the command storage_test_2, and check for failure messages.

Figure : Crosh storage test 2
Close the tab to exit crosh.

Testing the network adapter

If you are having trouble connecting to the Internet, use the steps in one or more of the following sections to test the network adapter on your HP Chromebook or Chromebox:

Testing the network adapter using the Get Help app

The Get Help app comes preinstalled on your HP Chromebook or Chromebox. Use the Get Help app to troubleshoot your network connection by following the steps in this section.

In the App Launcher, click the Get Help app.

Figure : Get Help
In the left navigation panel, click Getting online.
Click Troubleshoot.

Figure : Troubleshoot

The troubleshooting tool runs network connectivity diagnostic tests.
Network connection test results are displayed. Click any of the test results to view details.

note:
If you are connected to a wireless network with no password, the troubleshooting tool returns an error in the test results: Wi-Fi network encryption method is insecure.

Figure : Network connection test results

Testing the network adapter in crosh

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:

Power on the Chromebook or Chromebox and sign in to your account.
Close any open programs or tabs.
Press the ctrl + alt + t keys to open crosh.

Crosh opens in a new browser tab.

Figure : Crosh tab
Type network_diag into crosh, and then press enter.

Figure : Crosh network diagnostics test command
Wait while crosh performs a set of network diagnostic tests. A diagnostic screen displays the results of the network adapter health test.

Figure : Crosh network diagnostic test results

The diagnostic test log is saved as a .txt (plain text) file in the Files app.

Figure : Network diagnostics test log
If the diagnostic test returns a failure message, make sure the Wi-Fi adapter is enabled. See HP Chromebooks - Getting To Know Your Chromebook for more information.

If you still cannot connect to the Internet, contact HP for support.

Figure : Crosh network diagnostic test - example of failure
Close the tab to exit crosh.

Capturing and analyzing a network log

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:

Open the Chrome browser and type chrome://net-internals into the omnibox (browser address bar), and then press enter.

Figure : Chrome net internals URL
The site begins capturing events. Type a description of the network issues into the provided field, and then click Save to file.

Figure : Export net-internals log

A dump file is downloaded to the Files app on your computer.
Open a new browser tab and type https://toolbox.googleapps.com/apps/loganalyzer into the omnibox, and then press enter.

Figure : Log Analyzer URL
On the Apps Toolbox page, click Choose File.

Figure : Upload log file
Select the net-internals-log.json file, and then click Open.

Figure : Net internals log file
Click Analyze.

Figure : Analyze

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 HP Chromebook or Chromebox using crosh.

Power on the Chromebook or Chromebox and sign in to your account.
Close any open programs or tabs.
Press the ctrl + alt + t keys to open crosh.

Crosh opens in a new browser tab.

Figure : Crosh tab
Type memory_test into crosh, and then press enter.

Figure : Crosh memory test command

Wait while crosh runs the memory test. The test is complete when the word Done displays below the list of test results.
A diagnostic screen displays the results of the memory health test.

Figure : Crosh memory test results - pass

Check for failure messages that might indicate failing hardware.

Figure : Crosh memory test - example of failure
Close the tab to exit crosh.

HP Chromebook and Chromebox - Troubleshooting Hardware Issues Using Crosh Diagnostics

Testing HP Chromebook battery health

Verify the AC adapter is charging the battery

Check the battery health

Testing SSD storage health

Testing the network adapter

Testing the network adapter using the Get Help app

Testing the network adapter in crosh

Capturing and analyzing a network log

Testing memory

Additional support options

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