Chromebook hard reset procedure doesn't work

[Gamurrell]

I've got a problem with my Chromebook's touchscreen and HP's main suggestion to fix it is to perform a hard reset. I've tried all the various documented procedures to perform a hard reset, e.g. turn off, then Press and hold Refresh and tap Power. None of the procedures have worked - every time, the device just reboots normally.

I have succeeded in carrying out a Powerwash, which is not the same thing (and it didn't solve my touchscreen problem). I have also updated ChromeOS (twice) since the problem arose.

Can anybody suggest a guaranteed-to-work procedure to hard reset my Chromebook?

[Max3Aj]

@Gamurrell, Hello and welcome to the HP Support Community!

Thanks for posting your question. I'm here to help you get things back on track.

Since you're using the HP Chromebook x360 14a and facing issues with the touchscreen, and the standard hard reset (Refresh + Power) isn't working, here are a few steps you can try to perform a guaranteed hard reset and troubleshoot the touchscreen issue:

Hard Reset Procedure for HP Chromebook x360 14a

Sometimes, the usual keyboard shortcut doesn't trigger a full hardware-level reset. Try this method instead:

1. Turn off the Chromebook completely.
2. Disconnect all external devices (USB drives, mouse, etc.).
3. Press and hold the following keys simultaneously:
   • Esc + Refresh (⟳)
   • Then press the Power button while holding the above keys.
4. Release all keys when you see the Recovery screen.
5. Press Ctrl + D, then Enter to exit recovery mode (this won't erase data).
6. The device will reboot, this forces a deeper reset than a regular restart.

If this still doesn't help, try the embedded controller (EC) reset:

• Turn off the Chromebook.
• Press and hold Power + Refresh for 10 seconds.
• Release both keys and wait for the device to restart.

Additional Troubleshooting for Touchscreen

If the touchscreen still doesn’t respond after a hard reset:

• Check ChromeOS version: Go to Settings > About ChromeOS > Check for updates. Ensure you're on the latest stable build.
• Run diagnostics: Type chrome://diagnostics in the browser and test the touchscreen under Input.
• Try Guest Mode: Sign out and use Guest Mode to rule out profile-specific issues.
• Powerwash (already done): Since you've tried this, it confirms it's not a software profile issue.

I hope the information shared has been useful and resolves your concern.

Wishing you a smooth and hassle-free experience ahead!

If this solution helped, please click “Accepted Solution” so others can benefit too. Don’t forget to hit the “Yes” button if you found this helpful!

Warm regards,

Max3Aj

HP Support

[Gamurrell]

Thank you @Max3Aj for your response.

Actually my device is not a Chromebook x360, its a HP Chromebook x2 11-da0502na. I'm sorry I didn't make this clear.

I tried your solutions anyway. Both of the key combinations you suggested just resulted in a normal reboot, again (having tried them before).

I'd already checked the ChromeOS version and it's fully updated.

I'd already tried Guest Mode and the touch screen was still unresponsive.

I've now run Diagnostics, but there is no "Input" option. The only options listed on the left are System, Connectivity and Keyboard.

The only thing I haven't tried is a full hardware-level reset, because I still haven't found a way to make it happen. Any other ideas?

Am I right in supposing that if it's a hardware fault it probably wouldn't be economic to repair?

[Max3Aj]

@Gamurrell, Thanks for the clarification! Since your device is the HP Chromebook x2 11-da0502na, here's the correct and official hard reset procedure HP Chromebook x2 11-da0502na – Hardware (EC) Reset Procedure

This reset targets the Embedded Controller (EC) and is more effective than a regular reboot or Powerwash.

Steps:

1. Turn off your Chromebook completely.
2. Disconnect any peripherals (USB drives, mouse, etc.).
3. Press and hold the following keys simultaneously:
   • Power + Volume Up
4. Hold both keys for at least 10 seconds.
5. Release both keys and wait for the Chromebook to restart.

This method is specific to detachable Chromebooks like the x2 11 series and is designed to reset hardware components including the touchscreen controller.

Touchscreen Still Not Working? Try These:

Stylus works but finger touch doesn’t: This may indicate a digitizer issue, not a full touchscreen failure. Try toggling touchscreen debug settings:

• Open Chrome and go to: chrome://flags/#ash-debug-shortcuts
• Enable it, then use Search + Shift + T to toggle touchscreen input.

Recovery Mode Test:

• Turn off the Chromebook.
• Press Esc + Refresh + Power to enter Recovery Mode.
• If the touchscreen works here, it's likely a ChromeOS config issue.

Developer Mode Reset:

• Enter Recovery Mode as above.
• Press Ctrl + D, then Enter to enable Developer Mode.
• This resets deeper system settings and may restore touchscreen functionality.

If none of these steps work and the touchscreen is still unresponsive:

• Yes, it could be a hardware fault, possibly the digitizer or touchscreen controller. In that case, please visit the nearest HP authorized service center, the service team will check and assist you. 
  Kindly follow this link to locate the nearest HP service center: HP® Service Center Locator - United Kingdom | HP® Support
  (Select the country from the dropdown menu and enter the city name or pincode) 

I hope this helps!

If my response resolves your issue, please click “Accepted Solution” to help others find the answer. Also, don’t forget to click the “Yes” button to say thanks!

Take care and have a great day.

Max3Aj

HP Support

[Gamurrell]

Thanks again @Max3Aj.

The Power + Volume Up reset procedure is another one I had already tried. I have now tried it again, and again it gave me a normal reboot (i.e. the normal login screen showing my profile name and photo).

What on earth is going on here? The device is clearly not 'bricked' as I can still use it normally with the keyboard attached except without the touchscreen working.

[Gamurrell]

It's me again!

I've now tried the suggested touchscreen fix using the "Debugging keyboard shortcuts". There is no Search key on this model's keyboard, but is the Launcher   key the same thing? I've tried Launcher + Shift + T but that doesn't seem to do anything.

[Max3Aj]

@Gamurrell, Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support