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HP Chromebook and Chromebox - Performing a System Recovery (Chrome OS)

This document applies to HP Chromebook and Chromebox computers with Chrome OS.
If you see the error message Chrome OS is missing or damaged, or if there is another serious problem with your Chromebook or Chromebox, it may be necessary to reinstall the Chrome operating system.
Performing a recovery on your computer reinstalls the operating system and restores the original factory settings, removing all associated Google Accounts (including the owner) and clearing all local data from the hard drive. Locally saved files and saved networks are deleted for all accounts. The Google Accounts themselves, and any data synced to the web through your Google Drive, are not affected by a system recovery.
This document describes how to create recovery media, and how to use the recovery media to restore your Chromebook or Chromebox to its original condition. Follow the steps in this document to perform a system recovery on your computer.
Before you begin a Chrome recovery
Before beginning the Chrome recovery process, you need the following:
  • A USB flash drive or SD memory card: You need 4 GB or greater capacity on your storage device to accommodate the recovery image. All data is erased from the device when creating the recovery media, so back up any files from the device before you begin.
  • A computer with Internet access: To create the recovery media, use a Windows, Mac, or Chrome OS computer on which you have administrative rights and Internet access.
  • Chromebook power supply: The Chromebook must be plugged in to a power source during recovery.
  • Chrome OS is missing or damaged screen: If this message is not already displaying on your computer, trigger the screen manually:
    • On a Chromebook: With the computer turned on, hold down the Esc + F3 (Reload) keys, and press the power button. The device restarts, and the screen shows Chrome OS is missing or damaged.
    • On a Chromebox: Use a paperclip to press the Reset button on the back of the Chromebox. The device restarts, and the screen shows Chrome OS is missing or damaged.
Step 1: Install Chromebook Recovery Utility
Chromebook Recovery Utility is an app from the Chrome Web Store that you can install on any Chromebook or Chromebox, or a computer running Windows or Mac OS. Follow the steps in this section to download and install Chromebook Recovery Utility.
  1. Open the Chrome Web Store.
    • On a Chromebook or Chromebox, open the App Launcher and click Web Store.
    • On a computer running Windows or Mac, open the Google Chrome web browser, and then browse to the Chrome Web Store (in English).
       note:
      If you are creating the recovery media on a computer that is not running Chrome OS, you must use the Google Chrome web browser to install Chromebook Recovery Utility.
  2. Search the Chrome Web Store for chrome recovery, and then click Chromebook Recovery Utility from the Apps list.
  3. Click + FREE, and then click Add to download and install the app.
    Figure : Confirm New App
    Confirm New App: Add "Chromebook Recovery Utility"
    The Chrome Recovery Utility app downloads and installs on your computer.
Step 2: Create the recovery media
Follow the steps in this section to create a recovery USB drive or SD card for your specific model of Chromebook or Chromebox using Chromebook Recovery Utility.
  1. Open the App Launcher and click Recovery.
    Figure : Recovery
    Recovery app in the App Launcher
  2. Click Get started.
  3. Enter the Chromebook or Chromebox model number, or select your model from a list, and then click Continue.
    If the computer you are using to run the Recovery Utility is the same computer you are creating recovery media for, click What's this Chromebook's model number? to automatically identify your Chromebook or Chromebox.
    Figure : Identify your Chromebook
    Identify your Chromebook in the Chromebook Recovery Utility
  4. Insert the USB drive or SD card.
  5. Click the drop-down menu and select the USB drive or SD card you inserted, and then click Continue.
    Figure : Select the recovery media
    Select the recovery media to use in Chromebook Recovery Utility
  6. Click Create now.
    Figure : Create now
    Create recovery image in Chromebook Recovery Utility
  7. Wait while the Chromebook Recovery Utility downloads, unpacks, and then writes the recovery image to the recovery media. Do not remove the USB drive or SD card until the process is complete.
    Figure : Creating a recovery image
    Creating a recovery image process screen in Chromebook Recovery Utility
  8. When the Success! Your recovery media is ready message displays, remove the recovery media and then click Done to exit the Chromebook Recovery Utility app.
    Figure : Recovery media is ready
    Recovery media is ready screen in Chromebook Recovery Utility
Step 3: Recover Chrome OS
Follow the steps in this section to recover the Chrome operating system on your Chromebook or Chromebox using the recovery media you created.
  1. Turn on your Chromebook or Chromebox and plug in the power cord.
  2. With the Chrome OS is missing or damaged screen displaying, insert the recovery media into the Chromebook.
    The recovery process begins immediately.
  3. Wait while Chrome verifies the integrity of the recovery media.
     note:
    If you need to cancel the recovery during the verification process, press and hold the power button until the Chromebook turns off. Do not disrupt the system recovery process after the verification step is complete.
    Figure : Verifying the integrity of the recovery media
    Recovery process: verifying the integrity of the recovery media
  4. Wait while the system recovery completes.
    If an error message displays (such as An unexpected error has occurred or You are using an out-of-date Chrome OS recovery image), you might need to run the Chrome Recovery Utility again, or use a different USB drive or SD card.
    Figure : System recovery in progress
    Recovery process: system recovery in progress
  5. When the System recovery is complete message displays, remove the recovery media.
    Figure : System recovery is complete
    Recovery process: system recovery is complete
    The Chromebook restarts with Chrome OS reinstalled.
Step 4: Setting up your Chromebook or Chromebox after recovery
After recovery is complete, perform the initial setup process by following the steps in the HP support document Setting Up Your HP Chromebook.
Step 5: Erase and reformat the recovery media
During the process of creating recovery media, the USB drive or SD card is formatted for use as a recovery tool. After you recover your Chromebook or Chromebox, the recovery media must be erased and reformatted before the full amount of space on the storage device is available for use. Use the steps in this section to erase the recovery media using the Chromebook Recovery Utility.
  1. On the computer you used to create the recovery media, insert the USB drive or SD card.
  2. Open the App Launcher and click Recovery.
    Figure : Recovery
    Recovery app in the App Launcher
  3. Click the settings icon, and then click Erase recovery media.
    Figure : Erase recovery media
    Erase recovery media in Chromebook Recovery Utility
  4. Click the drop-down menu and select the USB drive or SD card you inserted, and then click Continue.
    Figure : Select the recovery media to erase
    Select the recovery media to erase in Chromebook Recovery Utility
  5. Click Erase now.
    Figure : Erase now
    Erase recovery media in Chromebook Recovery Utility
  6. After the recovery media is erased, click Done to close Chromebook Recovery Utility, and then remove the USB drive or SD card.
    Figure : Your recovery media has been erased
    Your recovery media has been erased in Chromebook Recovery Utility
    The media is ready to be formatted using a formatting tool provided by your operating system.

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