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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06165659

Version: 2

HP Chromebook - Computer Hangs or Displays Error: "Chrome OS Is Missing or Damaged"

Notice: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 11-Oct-2018

Last updated : 11-Oct-2018

DESCRIPTION
The computer hangs, intermittently, and displays the following error:
Chrome OS Missing or Damaged
The issue may occur during a normal start up or may also occur after performing an OS recovery or restoring from RMA shim.

In some cases, the computer fails to boot or hangs without displaying the error.
IMPORTANT! HP highly recommends updating to the latest version of Chrome OS even if you are not currently experiencing this issue.

SCOPE
Information in this document applies to the following:
Computers:
  • HP Chromebook 11 G6 EE
  • HP Chromebook 11-ae000 x360 Convertible PC
  • HP Chromebook 14 G5
  • HP Chromebook 14-ca000
  • HP Chromebook x360 11 G1 EE
Operating Systems:
  • Chrome OS
RESOLUTION
Prevent or resolve the issue by updating the Chrome OS to M73 w/ version Google_Snappy.9042.220.0 (or later) and performing an MRC retraining.
Procedure 1: Check the version
  1. Open a Chrome browser window.
  2. Type this path into the address bar: chrome://system and press Enter.
  3. Scroll down to the bios_info section.
  4. Expand the section.
  5. Check the version: (Google_Snappy.XXXX.XXX.X).



    If the version is lower than 9042. 206.0, it must be updated; continue to Procedure 2.

    If the version is 9042. 220.0 or higher, make sure the system has been restarted to initiate FW updates. During restart, the screen may be blank for ~50 – 70 seconds. This is expected behavior while FW updates are completing.


Procedure 2: Update firmware by over-the-air (OTA) update

If the firmware version is lower than 9042. 206.0, it must be updated:
  1. Open the settings ( ).
  2. Click menu ( ) at top-left of the screen.
  3. Click About Chrome OS.



  4. Click Check for updates.



  5. The latest version will download to the computer.

  6. Once download and update is finished, restart the system to complete the MRC & PMC FW updates. During restart, the screen may be blank for ~50 – 70 seconds. This is expected behavior while FW updates are completing.

Hardware platforms affected : HP Chromebook 11 G6 EE, HP Chromebook 11-ae000 x360 Convertible PC, HP Chromebook 14 G5, HP Chromebook 14 G5 (ENERGY STAR), HP Chromebook 14-ca000, HP Chromebook x360 11 G1 EE

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06165659

© Copyright 2023 HP Development Company, L.P.
HP Inc. shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.

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