I tried to open a file I downloaded and it completely froze my Chromebook.

[Bb4403]

I have a Chromebook 360. I was trying to open a file I downloaded and my screen froze. It will not turn off or reboot. 

[A_Gayathri]

Hi @Bb4403,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand your HP Chromebook x360 14a-ca0000 is stuck in a frozen state. Here are some steps you can take to try and resolve this issue:

1. Force Restart Your Chromebook

To perform a hard reset on your Chromebook, try the following:

• Press and Hold the Power Button: Hold down the power button for about 10 seconds. This should force the Chromebook to turn off.
• Restart the Chromebook: After it shuts down, wait a few seconds and then press the power button again to turn it back on.

2. Perform a Hard Reset

If the above step doesn't work, you may need to perform a hard reset. This won't delete any of your files or data:

• Press and Hold Refresh + Power: Press and hold the Refresh key (which looks like a circular arrow) and tap the Power button. Release both keys when the Chromebook begins to restart.

3. Battery Disconnect (if necessary)

If your Chromebook still doesn’t respond, you might need to perform a battery disconnect. Note that this step involves opening the Chromebook and may void the warranty. Proceed with caution:

1. Turn off the Chromebook and unplug it from the charger.
2. Remove the bottom cover of the Chromebook using a Phillips-head screwdriver.
3. Disconnect the battery by unplugging the battery cable from the motherboard.
4. Reconnect the battery after a few seconds and reassemble the Chromebook.
5. Power on the Chromebook to see if it now responds.

4. Perform a Recovery (if it still doesn’t boot)

If the Chromebook boots but continues to have issues, you may need to perform a system recovery. This process will reset your Chromebook to factory settings and may erase your data. Make sure to back up important files before proceeding:

1. Create a Recovery USB Drive: You will need another computer to create a Chromebook recovery USB drive. Follow the instructions here to create one.
2. Insert the Recovery Drive: Turn off your Chromebook, then insert the recovery USB drive.
3. Boot into Recovery Mode: Press and hold Esc + Refresh then press the Power button. Release the power button, but continue to hold Esc + Refresh until you see the recovery screen.
4. Follow On-Screen Instructions: Follow the prompts to recover your Chromebook.

Refer to this document:  HP Chromebook x360 14a-ca0000 User manual 

I hope this helps. 

Take care and have a good day.

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