Can't access login page on my chromebook

[Louismr]

When turning on my chromebook I cannot move off the screen with the logo on it to login and it keeps bringing up the loading screen. I have tried rebooting it but nothing comes from it

[Nal_NR]

Hi @Louismr,

Welcome to the HP Support Community. 

I'd be happy to help you! 

If your HP Chromebook x360 14 (14b-cd0000) is stuck on the loading screen or logo and won’t proceed to the login screen, here are some steps you can try to resolve the issue:

1. Perform a Hard Reset:

• Hard Reset:
  1. Turn off your Chromebook completely.
  2. Press and hold the Refresh key (usually located on the top row of the keyboard) and then press the Power button.
  3. Release both keys when the Chromebook starts to reboot.

2. Powerwash (Factory Reset) from Recovery Mode:

• Enter Recovery Mode:
  1. Turn off your Chromebook.
  2. Press and hold the Esc key, the Refresh key, and the Power button simultaneously.
  3. Release the keys when you see the recovery screen with a message saying "Chrome OS is missing or damaged."
• Powerwash:
  1. Follow the on-screen instructions to perform a recovery.
  2. This will reset your Chromebook to factory settings and might resolve the boot issue.

3. Check for External Peripherals:

• Disconnect External Devices:
  1. Remove all external devices (USB drives, external keyboards, etc.).
  2. Restart your Chromebook and see if it boots properly without the peripherals connected.

4. Update Chrome OS:

• If you manage to get past the loading screen, make sure Chrome OS is up to date:
  1. Go to Settings > About Chrome OS.
  2. Click on Check for updates and install any available updates.

5. Perform a Battery Reset:

• Battery Reset:
  1. Turn off your Chromebook.
  2. Press and hold the Power button for about 10 seconds to fully discharge the battery.
  3. Plug the power adapter back in and turn on the Chromebook.

6. Check for Hardware Issues:

• Inspect the Device:
  1. Make sure there are no visible signs of damage to the Chromebook.
  2. If you suspect a hardware issue, such as a malfunctioning SSD or other components, contact HP support for further assistance.

7. Reinstall Chrome OS:

• Reinstall Chrome OS:
  1. If you can access the recovery mode (as mentioned in step 2), you can reinstall Chrome OS.
  2. Follow the on-screen instructions to download and reinstall the operating system.

These steps should help you troubleshoot and potentially resolve the issue with your Chromebook. If you’re unable to get past the loading screen despite trying these solutions, I recommend you contact phone support.

Hope this helps! Keep me posted for further assistance

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