My Chromebook won’t restart

[BigDog19]

I have a Chromebook purchased in 2021. It has mainly been unused. Trying to get it started up again, the unit will not boot up. It is plugged in, battery charged fully. I have tried the hard reset to no avail. The screen will come on, going from black to gray, looking like it is about to re-boot, but then goes black again. Back and forth, black to gray to black again, over and over. Is there any solution to this?

[Deep_World]

Hi  @BigDog19 
 
Welcome to the HP Support Community!

Thanks for reaching out!

I can understand how concerning it can be when a device that has been stored for some time does not boot normally. I’ll be glad to work through this with you.

To better understand the issue, could you kindly share the exact HP Chromebook model number? 

I would also appreciate it if you could kindly help with a few details:

• When you press the Power button, do any keyboard lights or charging LEDs turn on?
• Does the HP logo ever appear on the screen, or does it only cycle between a gray and black screen?
• Have you noticed any physical damage, liquid exposure, or recent updates before this behaviour started?
• If you connect the Chromebook to an external monitor, do you see any display output?

In the meantime, kindly try the steps and confirm :

1. Perform a Hard Reset :A hard reset does not remove any local files or settings.
   Turn off the computer.
   Press and hold Refresh, and then press Power while continuing to hold Refresh.
   After the Chromebook turns on, release Refresh.
2. Allow the Chromebook to Charge
   • Keep the Chromebook connected to the original HP charger for at least 30 minutes.
   • Even if the battery appears charged, this helps ensure the system receives stable power during startup.
3. Disconnect External Devices
   • Remove any USB drives, memory cards, docking stations, or other accessories.
   • Try powering on the Chromebook again.
4. Attempt Chromebook Recovery Mode
   • Press and hold Esc + Refresh, then press the Power button.
   • Release the Power button while continuing to hold Esc and Refresh.
   • Let us know if you see a recovery screen or any error message.

For additional information, HP has a support document that covers Chromebook startup and power issues: HP PCs - Chromebook does not boot or start - Click here 

I hope this helps. 

[Thomas355]

Hello!  Thank you VERY MUCH for your reply.  It is helpful and most appreciated.

I have tried the hard reset and other steps suggested.  No luck!

As for your specific questions:

• When you press the Power button, do any keyboard lights or charging LEDs turn on?                                                      -  No on the keyboard lights.  Yes on the LED light which sits next to the power input.  It is a steady white light.
• Does the HP logo ever appear on the screen, or does it only cycle between a gray and black screen?                   -   The HP logo does not appear.  The screen only briefly illuminates gray, then goes black, then gray, black, back and forth.  
• Have you noticed any physical damage, liquid exposure, or recent updates before this behaviour started?       -  No.  There has been no damage to the unit.  It has been on the shelf unused for a long time, and has only ever been very lightly used.  
• If you connect the Chromebook to an external monitor, do you see any display output?                                                -  I have not tried this.  I don't have an external monitor.  

My Chromebook was purchased in June 2021. 

      -  Model # is 11a-nb0013dx  

      -  Prod ID:  1N091uA#ABA

      -  SN # 5cdmr94z

Thank you again for your assistance!

TG