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HP Chromebook and Chromebox - Troubleshoot hardware issues using Chrome Diagnostics

Use the following procedures to troubleshoot issues on HP Chromebook^® and Chromebox^® computers with Chrome Diagnostics^®.

When to use Chrome Diagnostics

In 2021 Google introduced diagnostics for Chrome^® devices that are available before and after ChromeOS^® loads. For older devices the Chrome Shell (CROSH) tests are still available.

In Chrome Diagnostics: If the Chrome device can boot into ChromeOS, HP recommends running diagnostics in ChromeOS.
Pre-boot diagnostics: If the device is unable to boot into ChromeOS, HP recommends using the pre-boot diagnostics available in the Recovery menu.
Legacy tests: If the Chrome device does not support the pre-boot diagnostics or post-boot diagnostics, HP recommends using the tests available in the ChromeOS Shell (CROSH).

Test the battery in ChromeOS

Use the following steps to test the battery.

The battery can be tested after the device has started and the user has signed into Chrome. The test takes 10 to 15 minutes to complete. The test assesses the battery health, cycles, current and run discharge rate. Unplug the device from AC power before starting the battery test.

Note:

Chrome Diagnostics is only available on ChromeOS^® devices running version 90 and above.

At the bottom-left corner of the screen, click the Launcher.
Type Diagnostics in the Omnibox.
Click the Diagnostics app in the search results.
On the Diagnostics screen under Battery, click Run Discharge test. The option is available only after the AC adapter is removed.
- 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. Contact HP Customer Support.
- If the Run Discharge test indicates a failure, contact HP support.
Click Save session log to store the test results.

Test the CPU in ChromeOS

Use the following steps to test the CPU.

The CPU can be tested after the device has started and the user has signed into Chrome. The test takes 10 to 15 minutes to complete. Connect the device to AC power before starting the CPU test. Running the CPU test can stress the device significantly, to the point where normal use might be difficult.

Note:

Diagnostics is only available on ChromeOS devices running version 90 and above.

At the bottom-left corner of the screen, click the Launcher.
Type Diagnostics in the Omnibox.
Click the Diagnostics app in the search results.
On the Diagnostics screen under CPU, click Run CPU test.
The CPU test results are displayed after the test is completed. If a test fails, click Save session log to store the test results and contact HP Customer Support.

Test the memory in ChromeOS

Use the following steps to test the memory.

The memory (RAM) can be tested after the device has started and the user has signed into Chrome. The test takes 10 to 40 minutes to complete. Connect the device to AC power before starting the memory test. Running the memory test can affect the performance of the device when running.

Note:

Diagnostics is only available on ChromeOS devices running version 90 and above.

At the bottom-left corner of the screen, click the Launcher.
Type Diagnostics in the Omnibox.
Click the Diagnostics app in the search results.
On the Diagnostics screen under Memory, click Run Memory test.
The memory test results display after the test is completed. If a test fails, click Save session log to store the test results and contact HP Customer Support.

Find the diagnostics results log file in ChromeOS

Use these steps to download the results log file for sharing via chat support, email, or phone support.

Open the My Files > Downloads folder.
Locate the file named DATE_Diagnostics_log.txt, where DATE can vary based on when the test was completed.

Test the storage (eMMC or NVMe) before ChromeOS starts

Use these steps to test the storage of the computer before starting the operating system.

Test the storage

If the device fails to boot, diagnosing the storage is a quick (approximately 1 to 2 seconds) way to identify whether the storage is the cause. This provides a percentage of the component wear level (lifetime of eMMC or NVMe storage used).

Note:

Pre-boot diagnostics is available on select Chrome devices. Compatible devices have a black colored background recovery screen.

Enter recovery mode using the option appropriate to your device:
- Chromebook (clamshell): Remove all connected devices, and then press and hold Esc + Refresh and the Power button. When a message shows on the screen, release the keys.
- ChromeOS tablet: Press and hold Volume Up + Volume Down and the Power button for at least 10 seconds.
- Chromebox: First, turn the computer off. Using a paper clip or similar object, press and hold the Recovery button and Power button at the same time. When the screen turns on, release the Recovery button.
On the recovery screen, click Launch diagnostics.
From the Diagnostic tools menu, select Storage.
Results are displayed after the completion of the storage test.

Interpret the results of the eMMC storage test

Determine the results of the eMMC storage test.

Chrome preboot diagnostics eMMC storage test results

If the eMMC Life Time Estimation is 95% or higher or if the eMMC is not detected by the test, contact HP Customer Support.

Note:
If the eMMC Life Time Estimation is 80% or higher, HP recommends that you back up any local files to Google Drive or a USB flash drive.
The eMMC test provides a Critical Warning code. Any code different than 0X00 might indicate a hardware problem. First try the steps on the Google support site here: Recover your Chromebook - Chromebook Help (in English). If the failure condition continues, contact HP Customer Support.
If the problem with the Chrome device still exists and the test does not indicate unusual wear, see Recover your Chromebook - Chromebook Help (in English).

Interpret the results of the NVMe storage test

Determine the results of the NVMe storage test.

Chrome preboot diagnostics NVMe storage test results

If the Percentage Used is 95% or higher or if the NVMe is not detected by the test, contact HP Customer Support.

Note:
If the Percentage Used is 80% or higher, HP recommends that you back up any local files to Google Drive or a USB flash drive.
The NVMe test provides a Critical Warning code. Any code different than 0X00 might indicate a hardware problem. First try the steps on the Google support site here: Recover your Chromebook - Chromebook Help (in English). If the failure condition continues, contact HP Customer Support.
If the problem with the Chrome device still exists and the test does not indicate unusual wear, see Recover your Chromebook - Chromebook Help (in English).

Test the memory (quick memory test) before ChromeOS starts

Use the quick memory test to identify and resolve memory issues.

If the device fails to boot, testing the memory (RAM) can help determine if there is a hardware failure. The quick memory test scans the RAM one time in less than a minute to save time. Use this test before the full memory test to detect serious memory malfunctions.

Note:

Pre-boot diagnostics is available on select Chrome devices. Compatible devices have a black colored background recovery screen.

Enter recovery mode using the option appropriate to your device:
- Chromebook (clamshell): Remove all connected devices, and then press and hold Esc + Refresh and the Power button. When a message shows on the screen, release the keys.
- ChromeOS tablet: Press and hold Volume Up + Volume Down and the Power button for at least 10 seconds.
- Chromebox: First, turn the computer off. Using a paper clip or similar object, press and hold the Recovery button and Power button at the same time. When the screen turns on, release the Recovery button.
On the recovery screen, click Launch diagnostics.
On the Diagnostic tools menu, select Quick memory test.
If the quick memory test results indicate a failure, continue and run the full memory test. If the quick memory test succeeds but the computer is not performing optimally, recover the computer using the steps found on the Google support site here: Recover your Chromebook - Chromebook Help (in English).

Test the memory (full memory test) before ChromeOS starts

Use the full memory test to identify and resolve memory issues.

If the device fails to boot, testing the memory (RAM) can help determine if there is a hardware failure. Run the full memory test if you suspect the quick test didn’t catch an issue. This test runs multiple patterns to detect transient errors. The length of the test varies depending on GBs of RAM (approximately 3 to 5 minutes).

Note:

Pre-boot diagnostics is available on select Chrome devices. Compatible devices have a black-colored background recovery screen.

Enter recovery mode using the option appropriate to your device:
- Chromebook (clamshell): Remove all connected devices, and then press and hold Esc + Refresh and the Power button. When a message shows on the screen, release the keys.
- ChromeOS tablet: Press and hold Volume Up + Volume Down and the Power button for at least 10 seconds.
- Chromebox: First, turn the computer off. Using a paper clip or similar object, press and hold the Recovery button and Power button at the same time. When the screen turns on, release the Recovery button.
On the recovery screen, click Launch diagnostics.
On the Diagnostic tools menu, select Full memory test.
Check for failure messages that might indicate failing hardware. If the memory test fails, contact HP Customer Support.

Troubleshoot hardware issues using ChromeOS Shell (CROSH)

If the Chrome device does not support the pre-boot or post-boot diagnostics, HP recommends using the tests available in the ChromeOS Shell (CROSH).

Test Chromebook battery health (CROSH)

Use these steps to test the HP Chromebook battery with the ChromeOS Shell (CROSH).

Verify that the AC adapter is charging the battery (CROSH)

Use these steps to use CROSH to confirm that the Chromebook battery charges when connected to the AC adapter.

Connect the AC adapter to the Chromebook and an AC outlet.
Turn on the Chromebook.
Press ctrl + alt + t to open CROSH in a new browser tab.
Type battery_test 1, and then press enter.

Note:
Make sure that there is a space between "test" and the numeral "1."
Check the test results to confirm that the battery is charging.
Close the tab to exit CROSH.

Check battery health (CROSH)

Use these steps to evaluate the health of the Chromebook battery and check the discharge rate in the ChromeOS Shell (CROSH).

Disconnect the AC adapter from the Chromebook.
Turn on the Chromebook and sign in to your account.
Close any open apps or tabs and reduce the screen brightness to the lowest level.
Open the Chrome browser, type chrome://extensions/ in the Omnibox (browser address bar), and then press Enter.
Remove the check marks next to Enabled to disable all of the extensions.
Press ctrl + alt + t to open CROSH in a new browser tab.
Type battery_test 1, and then press enter.

Note:
Make sure that there is a space between "test" and the numeral "1."
The test results display 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.
- 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.

Test SSD storage health (CROSH)

Use these steps 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.

Turn on the Chromebook or Chromebox and sign in to your account.
Close any open programs or tabs.
Press ctrl + alt + t to open CROSH in a new browser tab.
Type storage_test_1 into CROSH, and then press enter.
The storage health tests are displayed.
Check for messages that might indicate failing hardware.
Repeat the test using the command storage_test_2 and check for failure messages.
Close the tab to exit CROSH.

Test the network adapter (CROSH)

If you are having trouble connecting to the internet, test the network adapter using either the Get Help app or CROSH.

Test the network adapter using the Get Help app

The Get Help app is preinstalled on your HP Chromebook or Chromebox. Use the app to troubleshoot your network adapter and connection by following these steps.

In the App Launcher, click the Get Help app.
In the left navigation panel, click Getting online.
Click Troubleshoot.
The troubleshooting tool runs the network connectivity tests and displays the test results. 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 the following error in the test results: Wi-Fi network encryption method is insecure.

Capture and analyze a network log in CROSH

Use these advanced information gathering steps to capture and then analyze network information and diagnose network errors using Google's Log Analyzer.

Open the Chrome browser, type chrome://net-internals into the Omnibox (browser address bar), and then press enter.
The site begins capturing events. Type a description of the network issues into the provided field, and then click Save to file.
A network dump file is downloaded to the Files app on your computer. Open a new browser tab, type https://toolbox.googleapps.com/apps/loganalyzer into the Omnibox, and then press enter.
On the Apps Toolbox page, click Choose File.
Select the net-internals-log.json file, and then click Open.
Click Analyze. The Log Analyzer offers feedback on any issues found in the log.

Test memory (CROSH)

Use these steps to test the memory on your HP Chromebook or Chromebox using the ChromeOS Shell (CROSH).

Turn on the Chromebook or Chromebox and sign in to your account.
Close any open programs or tabs.
Press ctrl + alt + t to open CROSH in a new browser tab.
Type memory_test into CROSH, and then press enter.
When the test is complete, the word Done is displayed following the list of test results.
Check the test results for failure messages that might indicate failing hardware.
Close the browser tab to exit CROSH.

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