Trouble doing the recovery process on brand new Chromebook

[CasaGaliano03]

Purchased a brand new ho Chromebook and the start up screen is saying “something went wrong”. Ive tried doing the recovery process using internet connection. I press next on the recovery process and then it says “ could not finish the recovery process please reboot and try again.” It does this over and over. 

[Raj_05]

Hi @CasaGaliano03,

Welcome to HP Support Community.

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

It sounds like there may be a deeper issue with the Chromebook that’s causing the recovery process to fail. Here's a step-by-step guide to troubleshoot the recovery process.

Check for Stable Internet Connection

Make sure you have a strong and stable internet connection when performing the recovery.

Use the Chromebook Recovery Utility

If you haven't already, use the Chromebook Recovery Utility to create a recovery drive. You'll need a USB flash drive (at least 8GB) or an SD card, and another computer to create the recovery media.

Steps to create a recovery drive:

• On another computer, download and install the Chromebook Recovery Utility from the Chrome Web Store.
• Open the Chromebook Recovery Utility.
• Insert your USB flash drive or SD card into the computer.
• Follow the on-screen instructions to create the recovery drive.

Perform a Hard Reset

Before attempting recovery again, try a hard reset on your Chromebook:

• Turn off the Chromebook.
• Press and hold Refresh (circular arrow) + Power button.
• Release the buttons when the Chromebook starts up.

Boot from the Recovery Media

Once you've created the recovery media, follow these steps:

• Turn off your Chromebook.
• Insert the USB flash drive or SD card with the recovery media.
• Turn on the Chromebook and it should automatically start the recovery process from the USB drive.

Reinstall Chrome OS from Recovery

Once the recovery process begins, follow the on-screen instructions to reinstall Chrome OS.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support