Chromebook ChromeOS recovery fails

[ColdBlast]

This Chromebook began periodically shutting down with "Aw, Snap!" errors some time ago.  The operating system then failed completely, with a "Chrome OS is missing or damaged" message.  Recovering ChromeOS with an external USB recovery drive solved the problem at that time, but it has since recurred multiple times, each time with a shorter delay in between and requiring ChromeOS to be recovered in the same way.  The problem seems to arise when ChromeOS attempts to install updates.  Over time it has gotten increasingly difficult to successfully complete the ChromeOS recovery process.  CROSH memory and eMMC storage tests never turn up any errors, but recovery now typically returns "Error recovering your device" (with "Included root filesystem could not be verified" on the Ctrl-Alt-Forward/F2 screen), despite trying multiple recovery media (both USB and MicroSD).  Is this a sign that some part of the eMMC that is not tested by CROSH is failing, or something else?  Is there anything that can be done?  Thank you.

[Raj_05]

Hi @ColdBlast,

Welcome to HP Support Community.

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

It's unfortunate that you're experiencing recurring issues with your HP Chromebook X360. The symptoms you've described, including the "Aw, Snap!" errors and the difficulty in recovering ChromeOS, could be indicative of various issues. Here are some steps you can take to troubleshoot and potentially resolve the problem.

1. Check Recovery Media:

   • Ensure that the USB or MicroSD recovery media you are using is in good condition. Try using a different USB drive or MicroSD card and create a new recovery image.

2. Verify Recovery Image:

   • Make sure you are using the correct recovery image for your specific Chromebook model. Visit the official Chrome OS recovery page (https://www.google.com/chromeos/recovery/) to download the latest recovery image for your device.

3. Powerwash:

   • Before resorting to recovery, you might want to try a Powerwash (factory reset) from the settings menu. This won't reinstall Chrome OS, but it will clear user data and settings.

4. Check for Hardware Issues:

   • Since the issue appears to be related to the installation of updates and you're encountering difficulties during recovery, it's worth considering hardware issues. As you suggested, the eMMC storage could be a potential culprit. Unfortunately, if the internal storage is failing.

5. Developer Mode:

   • If you are comfortable with it and haven't already, you might try enabling Developer Mode on your Chromebook. This mode allows for more advanced troubleshooting options and might provide additional insights.

To enable Developer Mode.

• Turn off the Chromebook.
• Press and hold the Esc and Refresh keys, then press the Power button.
• When the device reboots, press Ctrl+D.
• Follow the on-screen instructions.

Keep in mind that enabling Developer Mode will wipe your data.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support 

[ColdBlast]

I appreciate your reply, Alden4, but I have done steps 1-3.  In step 4 you wrote "As you suggested, the eMMC storage could be a potential culprit. Unfortunately, if the internal storage is failing."  That second sentence seems like an unfinished thought - I understand that eMMC storage is non-replaceable, if that's where you were going.  What I'd like to know is whether the eMMC can be thoroughly tested somehow.  Would switching into developer mode allow me to do so beyond the CROSH memory and storage tests I have already described performing (and that consistently return no errors)?

For the moment I have found that if I let the system sit overnight (presumably to cool completely), I can often successfully complete recovery.  Shutting down immediately after doing so, letting the system cool again overnight, then allowing an update to install over wifi usually works, but not always.  Needless to say, in light of this I am not restarting regularly for updates, which is sub-optimal, but better than having ChromeOS missing or damaged.  This behavior makes me wonder if there might be a cold solder joint that loses contact at elevated temperatures, or if the cooling (if there is any?) for the eMMC chip is defective.  Do you know if the eMMC chip has any cooling mechanism?  Am I correct in understanding that the ChromeOS is stored on the eMMC, and that ChromeOS switches between two active partitions between updates?  Thank you.

[ColdBlast]

Could someone please address these follow-up questions?

Others in a similar situation have been told they need to talk with HP support one-on-one; why?  What are the outcomes of those efforts, are they able to fix the problem?

[Sneha_01]

Hi  @ColdBlast,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you. Looks like it might be a hardware issue since power wash did not help.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[ColdBlast]

For anyone else facing a similar problem and not getting help elsewhere, here is how I have managed to keep my system running:
I run recovery in Developer mode (Ctrl-D at recovery screen) using Chrome version 96.0.4664.219 downloaded from https://chrome100.dev/board/hatch/ and placed on a USB or SD card with the "Use local image" option in Chromebook Recovery Utility.  It usually takes several tries for this to successfully install, with the most common failure being a hash mismatch.  Odds seem better when the system is cold and/or the air ports on the bottom have a fan blowing on them.   I don't know why this particular version works where others fail, but it does.  Perhaps my machine glitched during a hash ROM update?  To start the OS without delay you have to press Ctrl-D again each time you turn it on.  Each update or restart is fraught, so I usually keep my system running (just close the lid) rather than restart or power cycle it.  Embedded video ads seem to cause it to crash, so I avoid those.  I am usually able to get it up to a current Chrome version and keep it running for a few months before having to repeat the recovery process.  I still don't know the cause of all this, but since I can keep it working this way I am skittish about trying more extreme measures.