HP 14c Chromebook "A factory error has been detected"

[cj3137]

Hi. I recently purchased this quote on quote refurbished HP 14c-ca0053dx Chromebook, and it gave me the following error upon boot: "A factory error has been detected." Looking it up, the error shows that the unit has a malformed hardware ID. Since I'm familiar with ChromeOS, I set up the device and checked the hardware ID on the chrome://system page, and turns out the hardware ID is just left blank. Is there any way I can retrieve the original Hardware ID for this unit? If so I'd appreciate it. Thanks

[Sneha_01]

Hi @cj3137,

Welcome to HP Support Community.

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

The error message "A factory error has been detected" on your HP 14c Chromebook, indicating a malformed or missing hardware ID, can be a serious issue, especially if the hardware ID is blank in the system diagnostics. Since this is related to the firmware and possibly the motherboard configuration, it may not be something you can easily fix at home without professional assistance.

Steps to Address the Issue

Step 1: Verify the Error and Gather Information

1. Boot the Chromebook and note any specific error messages or codes.
2. Check the chrome://system page for additional diagnostic information related to the hardware ID.

Step 2: Powerwash the Chromebook

A Powerwash resets your Chromebook to factory settings. This can sometimes resolve firmware-related issues.

1. Sign out of your Chromebook.
2. Press Ctrl + Alt + Shift + R simultaneously.
3. Click Restart.
4. In the box that appears, select Powerwash > Continue.

Step 3: Recover the Chromebook

If Powerwashing doesn't resolve the issue, you can try recovering the Chromebook.

1. Create a recovery drive using another computer:
   • Visit the Chromebook Recovery Utility page.
   • Follow the instructions to create a recovery USB drive.
2. Recover the Chromebook:
   • Insert the recovery USB drive into your Chromebook.
   • Press Esc + Refresh and then press the Power button.
   • Follow the on-screen instructions to complete the recovery process.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support