Technology Support for Chromebooks

Overview

Samsung Repairs

All CTL and Lenovo Chromebooks are out of warranty. Please complete this form to request a repair or replacement of a Samsung Chromebook:

Does the Chromebook have any physical damage or any evidence of liquid damage?   
Please DO NOT send the Chromebook to DeSales. The warranty does not cover physical or liquid damage, so you may discard or recycle the Chromebook. Use this form to request a replacement. If you have questions about your replacement status, please email gkrainchich@desalesmedia.org.
Please enter the serial number and asset tag above. If the Chromebook is able to boot up, you can view the serial number by pressing Ctrl-V at the login screen. The serial number is also laser etched (in VERY small lettering) on the bottom of the Chromebook; and you can point a smartphone camera at the QR code which displays the serial number.

Frequently Asked Questions

Answers

What is the difference between Chrome and Chrome OS

Chrome is a web browser made by Google which allows you to view web pages or use web-based applications (such as G-Mail). Firefox, Internet Explorer, and Safari are also web browsers, but Chrome is the most widely used web browser. Chrome OS is the operating system that runs on Chromebooks - similar to how Windows or MacOS are the operating systems that run on desktops and laptops and Android and iOS are the operating systems that run on smartphones and tablets.

What is the difference between Apps and Extensions?

An app is very similar to an application which you might install on your desktop or laptop computer. You must open the app in order to use it. An Extension is an "enhancement" to the Chrome web browser and it allows for enhanced capabilities when browsing web pages or using web-based applications. In reality, there isn't much difference between the two and most users will not even know if they are using an app, an extension, or just a traditional web page.

What is Cisco Umbrella?

Cisco Umbrella is a security tool which blocks access to inappropriate (porn, gambling, etc.) or insecure (viruses, malware, etc.) content on the Internet. It is installed as both an App and an Extension on Chromebooks. Cisco Umbrella enforcement is in effect regardless of where the Chromebook is located or how it is connecting to the Internet. Although Umbrella is a very helpful security tool, a determined user might possibly find a way to bypass it.

Can any user account login to the Chromebooks? I'm getting an error stating "You are not authorized to use this device...".

Prior to shipping the Chromebooks, we apply a restriction policy which allows any user account in @desalesmedia.org or @<YourSchoolDomain>. Any user account which are not in either of those domains will be prevented with the message "You are not authorized...". If your school has multiple domains or changes your domain, please send an email to chromebooks@desalesmedia.org.

Occasionally, Chromebooks are transferred between schools, and when this happens, the Chromebook(s) must be moved from the previous school's OU to the new school's OU in Google Admin and only someone from DeSales Media IT Department can make this change. If you recently received Chromebooks and you are not able to login with accounts in your school's domain, please send an email to chromebooks@desalesmedia.org; please include the serial number of at least one Chromebook experiencing the issue (the last six characters of the serial number will be sufficient).


When I try to login, I receive an error message: "Enrollment Error. This user account does not belong to the domain...".

This means the Chromebook either has been unenrolled or isn't aware that it is already enrolled. You can often resolve this issue by performing a factory reset on the Chromebooks. If you perform a factory reset and the Chromebook still does not indicates that it is "Managed by desalesmedia.org.", then connect the Chromebook to either Wi-Fi or cellular and reboot again. Try to reboot a few more times - the vast majority of the time, the Chromebook will "recognize" that it is already enrolled and it will indicate that it is "managed" and then you can login with any user account from your school's domain.

If the login screen still does not indicate "Managed by desalesmedia.org.", then you will need to follow the procedure to have it repaired or replaced.


The image below shows what the Chromebook login screen should look like.


The image below shows what the Chromebook login screen will look like when the Chromebook has not been Enterprise Enrolled.

Can I log into a Chromebook which is not connected to the Internet?

As long as you are using an account which has successfully logged into this Chromebook while the Chromebook did have connectivity to the Internet, then you can login again while the Chromebook is offline. However there isn't much you can do in a Chromebook if it does not have connectivity to the Internet.

Does DeSales Media deploy apps to the Chromebooks?

Although the Chromebook devices are in the desalesmedia.org domain, the user accounts used by students and teachers are in each school's G-Suite domain. Apps and extension must be deployed into the school's domain in order for them to available when a user logs in. Therefore, DeSales Media cannot deploy apps and extensions for you. There should be at least one person at your school who has administrative access to your school's G-Suite domain.

How do I deploy an app or extension?

To deploy apps and extensions, go to https://admin.google.com and login with an account which has admin privileges within the domain in which the user accounts exist. Google updates the layout of the Google Admin interface from time to time, so what you see might be somewhat different from the screen shots here.
  1. Click Devices.


  2. Click to expand Chrome; expand Apps & extensions, then click Users & browsers


  3. Next to Allow users to install other apps & extensions you can choose to either Allow or Block any extensions which is not explicitly specified on this page.


  4. Click the yellow plus sign icon in the lower right corner and then choose the second option from the top to Add Chrome app or extension by ID.


  5. App and extension IDs are always 32 letters long. You can often find the extension ID by doing a Google search for What is the Chrome extension ID for <app_name>.


  6. The deployment options include:
        - Force Install: the extension will immediate install when the user logs in
        - Force Install +pin: the extension will install and be pinned to the dock (the row of apps always visible at the bottom of the desktop area). Choose this option if users will frequently need to manually open the app.


  7. Click Save in the upper right corner. The change will take effect the next time each user logs in.


What apps or extensions do you recommend I deploy?

Is it possible to add my school's Wi-Fi info to all Chromebooks, so I don't have to manually enter it on every one?

Most configurations on the Chromebooks are managed within the G-Suite domain of the user's account (which is controlled by each school). However, some configurations are managed within the desalesmedia.org G-Suite domain, for example the Wi-Fi configurations.

We would be happy to add this configuration to your Chromebooks. Please send an email to chromebooks@desalesmedia.org with the name of your school, network name (SSID), and pre-shared key (password).

How do I connect to the cellular network?

Wi-Fi networks will almost always provide faster and more reliable access to the Internet, but cellular access is very convenient when Wi-Fi is not available.

Sometimes, the Chromebook will connect to the cellular network automatically, but very often it must be done manually. When you try to login, you might see a window pop up saying "Network not available." Click on the name of the carrier (it will be either Sprint or T-Mobile).


At the prompt below, click to highlight the name of the carrier and then click Connect.


Another way to connect is to click the lower right corner of the screen in the area showing the time and other icons. You should see the name of the carrier and you can click on it to connect. In the image below, the Chromebook detect that the T-Mobile network is available, but it is not connected (as indicated by the little x next to the signal bars). Click the name of the carrier to connect.


I can't seem to connect to cellular.

The most common issue when trying to connect to cellular is that the network does not show up as available (as seen in the image below). This can almost always be resolved by either rebooting or performing a factory reset on the Chromebook. If you still do not see the cellular network available, you could optionally use a T5 Torx screwdriver to open the little panel on the right side (as you face the monitor) of the Chromebook to see if there is a SIM card in the slot. Then email chromebooks@desalesmedai.org with the serial number of the Chromebook and a description of the issue.


Can I print from a Chromebook?

Most configurations on the Chromebooks are managed within the G-Suite domain of the user's account (which is controlled by each school). However, some configurations are managed within the desalesmedia.org G-Suite domain, for example the printer configurations.

Chromebooks communicate with printers using a different language than Windows or Mac computers; not every printer will support printing from Chromebooks. However, most printers manufactured in the past few years will support them. Configuring a printer isn't always a straight forward process and it typically involves some trial and error, so if you need to be able to print by a certain date, be sure to plan as much in advance as possible. Please send an email to chromebooks@desalesmedia.org with the following info and we will do everything we can to help you:
  1. The name you would like to assign the printer and optionally a description
  2. Manufacturer and model number
  3. IP address of the printer (e.g. 192.168.1.75)
  4. If you know the protocol (IPP, IPPS, LPD, HTTP, etc.) supported by your printer
Make sure the Chromebook is on the same subnet as the printer. If the printer is on an internal network and the Chromebooks are on a guest network, they might not be able to print.

How can I tell if my Chromebook is charging?

Here are some notes about the charging the Chromebooks.

The battery in this Chromebook isn't performing as well as it used to. Can I get it replaced?

No. The warranty will cover replacement of a non-working battery (a battery that will not charge at all). However, the warranty will not cover replacement of a battery just because it will not charge to 100% or because it will not hold a charge as long as it once did.

We have a non-working Chromebook. Could we get it replaced?

Yes. All of the Chromebooks are covered under a warranty for three years, so you can replace a Chromebook for any manufacturer defect or accidental damage. Please follow the following steps prior to contacting us: Submitting a request for repair or replacement:
Important Notes:

What accessories do you recommend we use with the Chromebooks?

As long as it is supported on the Chromebook, you can use whatever accessories you like. We recommend you send an email to desales-grant-device-management@googlegroups.com and describe what you are looking for and most likely others will respond with information about what they have found to work well.

We have a non-working power supply for a Chromebook. How can we get a replacement?

Unfortunately, the warranty does not cover the power supply, so if you have a power supply that isn't working, you can just throw it away and purchase a new one. You don't need to find a charger that is specifically designed for Chromebooks; any charger that has a USB-C connector and has a power output of 15 volts and 2 amps will work. Many chargers will support a range of outputs - as long as 15 volts and 2 amps is within its output range, it will work fine. When you see a product listing for a power supply, it might indicate 30 Watts or 45 Watts (remember Watts = Volts * Amps) and they will typically advertise the maximum wattage. You should be able to find them for about $20 to $30 each.

How can I find out the serial number of a Chromebook if the sticker is not viewable?

Sign out of the Chromebook or reboot it. When you are at the login screen, press Alt-V on the keyboard. You will see small text in the upper right corner of the screen which includes the serial number.


Can I find out of this Chromebook is managed by DeSales after someone is already logged in?

Yes. Just click at the bottom right corner of the screen and look for the icon next to the word Managed. Click on that and it should open a web browser and navigate to chrome://management where it should indicate "Your Chromebook is managed by desalesmedia.org".

What does it mean if the login screen does not indicate "Managed by desalesmedia.org."?

This means the Chromebook either has been unenrolled or isn't aware that it is already enrolled. You can often resolve this issue by performing a factory reset on the Chromebooks. If you perform a factory reset and the Chromebook still does not indicates that it is "Managed by desalesmedia.org.", then connect the Chromebook to either Wi-Fi or cellular and reboot again. Try to reboot a few more times - the vast majority of the time, the Chromebook will "recognize" that it is already enrolled and it will indicate that it is "managed" and then you can login with any user account from your school's domain.

If the login screen still does not indicate "Managed by desalesmedia.org.", then you will need to follow the procedure to have it repaired or replaced.


The image below shows what the Chromebook login screen should look like.


The image below shows what the Chromebook login screen will look like when the Chromebook has not been Enterprise Enrolled.

Do I need to backup any user data before I perform a factory reset on a Chromebook?

In general, Chromebooks and their apps are designed so that no data is stored locally. All data should be stored either in Google Cloud or within the app. However, there is always the possibility that a user has stored some files locally and if that happens, the files will most likely be located in the My Files folder. You can view its contents by pressing the three keys simultaneously Shift+Alt+M. If you see any files in My Files, you can drag and drop them to Google Drive and they will be saved.

How can I perform a factory reset on a Chromebook?

This is a great troubleshooting step, because it resolves many types of bizarre, unexplainable errors and it only takes about 2 minutes. It is sometimes called a "powerwash" or a "device recovery". It will wipe the hard drive of the device, but this typically doesn't impact any users, because all user apps and data are stored in the cloud.
    For CTL Chromebooks:
  1. Simultaneously press Esc + refresh + power


  2. When it reboots to the screen which says "Please insert a recovery USB stick or SD card." enter Ctrl-d, then press Enter.


  3. Wait about 10 seconds then you will see a screen that says "Developer mode is disabled on this device by system policy...". Press Enter. You might also see another screen where you have to press the Space Bar.


  4. Wait about 10 seconds and it will boot to the normal login screen.
    Lenovo Chromebooks
  1. Simultaneously press Esc + refresh + power

  2. Use the Down Cursor Arrow key to highlight Advanced Options and press Enter.
  3. Press Enter to select Enable developer mode. Press Enter again to confirm.
  4. On the screen that says Confirm returning to secure mode, highlight Confirm and press Enter.

Does Google offer any tutorial videos on managing Chromebooks?

Yes. Here are some Frequently Asked Questions pertaining to Chromebooks. Here are a series of tutorial videos.

Can I use the ping utility to verify network connectivity?

Follow these steps:
  1. Log into the Chromebook
  2. Press Ctrl + Alt + T to open the terminal
  3. Type ping 4.2.2.2 (or any other ip address to test)

How can I view CPU and memory utilization on my Chromebook?

Follow these steps:
  1. Log into the Chromebook
  2. Press Ctrl + Alt + T to open the terminal
  3. Type top

Cisco Umbrella is blocking legitimate websites.

In the URL bar, you may see something likes SearchMarquis or SearchBaron, the Chromebook is most likely infected with Spyware. Cisco Umbrella is blocking it, because when you are trying to go to a legitimate website, the Spyware is redirecting you to a malicious website.

Follow these steps to remove it:


1. Open a web browser and enter chrome://extensions in the URL bar. Extensions are enhancements to the browser that cannot always be trusted. If you see anything that looks like it doesn't need to be there, click the blue slider bar to disable it. Then try to go to a few websites to test it. If you find an extension was causing it, then be sure to remove it.


Once all the unneeded extensions are disabled or removed, click the three dots on the far right of the URL bar and choose Settings.


Click On Startup, select Continue where you left off.


Click Advanced and then Reset Settings and then click Restore Settings to Their Original Defaults.


Then reboot the Chromebook. If that doesn't work, then try to wipe it.