More info on this issue:
Chat with GOOGLE
Google Support
Larry9:45 AM
Thanks for contacting Google Support. My name is Larry.
Larry9:46 AM
Hi Ivan!
Larry9:46 AM
How are you doing today?
Ivan9:46 AM
good
Larry9:46 AM
I'm glad to know this, Ivan.
Larry9:46 AM
Thanks for explaining everything in detail.
Larry9:47 AM
I'll look into this and definitely do my best to help you with the Short cut keys on the Chromebook.
Ivan9:47 AM
please do
Larry9:47 AM
Sure, Ivan. I'm here to help you!
Larry9:47 AM
Please help me with the make and model number of the Chromebook.
Ivan9:48 AM
HP
Ivan9:48 AM
Chromebook 14-q029wm
Larry9:49 AM
Thanks!
Larry9:49 AM
Just to confirm, does the shortcut keys work fine while you're in Guest mode?
Ivan9:50 AM
that i dont know
Ivan9:50 AM
never signed as guest
Larry9:50 AM
No worries, Ivan. Lets work together and get this sorted.
Ivan9:51 AM
yes
Larry9:51 AM
I'll guide you with the instructions.
Ivan9:51 AM
k
Ivan9:51 AM
i already did a reset
Ivan9:51 AM
(refresh + power 10 sec)
Ivan9:52 AM
but nothing
Larry9:53 AM
I appreciate your efforts, Ivan.
Larry9:53 AM
Very few users try this before reaching us.
Ivan9:54 AM
i am kind of desperate
Larry9:54 AM
I understand, lets do this.
Larry9:55 AM
I'll explain this to you in detail, so that we can proceed further.
Ivan9:55 AM
k
Larry9:55 AM
In order to sign in as Guest, you need to sign out of the Chromebook.
Larry9:56 AM
From the main Sign in screen, please click on 'Browse as Guest' to check the shortcut keys functionality.
Ivan9:57 AM
tell me when to do it... and then i come back to this chat?
Larry9:58 AM
Once you sign in as Guest, please try the shortcut keys there.
Larry9:58 AM
You can visit the same support page to resume our interaction while in safe mode.
Larry9:58 AM
Please take your time, Ivan. I'll stay connected with you online.
Ivan9:59 AM
(safe mode means like guest?)
Larry9:59 AM
I apologize for the typo, Ivan. I was referring to Guest mode.
Ivan9:59 AM
ok
Larry9:59 AM
This is trick used to isolate the issue, if it's an account specific.
Ivan10:00 AM
see you soon
Larry10:00 AM
Thank you, Ivan. I'll be here with you online.
Ivan10:02 AM
hi, I am here in Guest mode
Ivan10:03 AM
but keys still not working
Larry10:03 AM
Thanks for checking, Ivan.
Ivan10:04 AM
i used to do SEARCH+L to lock my computer...
also not working
Ivan10:04 AM
😞
Larry10:04 AM
Not to worry, please give me a quick minute while I check the same.
Larry10:06 AM
Could you please visit chrome://chrome web page and check the Chrome OS version, Ivan?
Ivan10:07 AM
Version 57.0.2987.137 (64-bit)
Platform 9202.60.0 (Official Build) stable-channel falco
Firmware Google_Falco.4389.92.0
Larry10:08 AM
Thanks.
Larry10:08 AM
Do you have any USB external keyboard to check on this, Ivan?
Ivan10:09 AM
no
Ivan10:10 AM
but i can tell its not the hardware bc of this...
when I click the search button it opens the search window, but like I told you, search + L doesn't work.
Ivan10:10 AM
does that make sense?
Ivan10:11 AM
and L does work too
Larry10:11 AM
Thanks for explaining everything in detail, Ivan.
Larry10:13 AM
I see that you're trying to lock your screen using 'Search+L' and the screen doesn't get locked, correct?
Ivan10:13 AM
correct
Larry10:14 AM
Thanks for confirming once again, Ivan.
Larry10:15 AM
Could you please try to press only 'L' key to check on this?
Ivan10:15 AM
l
Ivan10:15 AM
l
Ivan10:15 AM
L
Ivan10:15 AM
L
Larry10:15 AM
Thanks.
Larry10:17 AM
Lets check if the settings on the device are correct.
Ivan10:17 AM
k
Larry10:18 AM
Please Click on the status area [right bottom corner of the screen] and select Settings [Gear icon].
Larry10:18 AM
Scroll down to the Device header and click the Keyboard Settings button.
Larry10:18 AM
Verify that the keyboard settings have the desired selection.
Larry10:18 AM
Click the blue link for Change language and input settings.
Larry10:18 AM
Verify that the languages and input settings have the desired selection.
Ivan10:21 AM
everything looks good
Larry10:21 AM
Thanks for checking, Ivan.
Larry10:22 AM
I'd want to check this by connecting an external keyboard on the Chromebook.
Larry10:22 AM
This will help us isolate the issue in a better way.
Larry10:24 AM
Please take your time, Ivan. I'll stay connected with you online.
Ivan10:25 AM
hahaha... is this a joke?
i don't have an external kbd here
Larry10:27 AM
I apologize for that, Ivan. I really wanted to test this with an external keyboard, so that we'll be clear on this and proceed further.
Larry10:27 AM
In case the issue persists, we might have to proceed further with power wash followed by recovery.
Ivan10:27 AM
wait
Ivan10:27 AM
what we can do is this
Larry10:27 AM
Sure, Ivan. Please take your time!
Ivan10:28 AM
I have another chromebook (identical) here
Ivan10:28 AM
I can go in a a guest there and check
Ivan10:28 AM
what do you think?
Larry10:29 AM
That's good, Ivan. However, I want to test the keyboard features on this Chromebook.
Larry10:29 AM
It would be better, if we have an external USB keyboard to test this, Ivan.
Ivan10:29 AM
yes, but if they don't work in the other computer we know its the software not the hardware
Ivan10:30 AM
(I dont have an external KBD)
Larry10:30 AM
Okay, please go ahead, Ivan.
Larry10:31 AM
Please check Chrome OS version on the other Chromebook.
Ivan10:32 AM
ok Lary,
here i am in the other computer (same model)
Ivan10:33 AM
Version 57.0.2987.137 (64-bit)
Platform 9202.60.0 (Official Build) stable-channel falco
Firmware Google_Falco.4389.92.0
Larry10:33 AM
Okay.
Ivan10:33 AM
and... it's doing the exat same
Ivan10:33 AM
*exact
Ivan10:34 AM
Not working buttons
Larry10:34 AM
Thanks a lot for testing, Ivan.
Larry10:34 AM
Please give me a quick moment here.
Ivan10:35 AM
this is something in the programming end...
I don't need power wash
Larry10:36 AM
I appreciate your efforts and patience being so supportive on the chat, Ivan.
Ivan10:36 AM
this has to be something in the last OS update
Larry10:36 AM
You've provided all the information.
Larry10:39 AM
Just to keep you informed, I'm contacting my advanced specialist team for more information on this.
Ivan10:40 AM
ok thank you
Larry10:41 AM
You're most welcome, Ivan.
Larry10:42 AM
Lets try to roll back the current Chrome OS to previous version and check on this.
Ivan10:43 AM
ok
Ivan10:43 AM
how
Larry10:44 AM
Before proceeding further, I'd like to inform you that this will erase the information stored on the local storage of the device. However, the information on the Google Drive will be safe and secure.
Ivan10:45 AM
that is not good...
Ivan10:46 AM
but if there is no other way
Larry10:46 AM
Yes, Ivan. I completely understand.
Larry10:47 AM
As you've helped me to understand that its a software update which is causing, I want to roll back the Chrome OS to previous version and check on this.
Ivan10:47 AM
question:
when I update the OS I don't loose info.. why?
Larry10:47 AM
I'll be glad to help you with the instructions, Ivan.
Larry10:49 AM
That's a good question, Ivan.
Larry10:49 AM
The new updates consists of enhancements to the existing operating system and it'll not modify the root file.
Larry10:51 AM
However, rolling back will erase the information as the enhancement file will be rolled back to root file.
Ivan10:51 AM
ok ok
Ivan10:51 AM
lets do it
Larry10:51 AM
Thanks!
Larry10:52 AM
Please visit this web link on the other Chromebook to stay connected with me online support.google.com/chromebook
Ivan10:52 AM
ok
Ivan10:52 AM
done
Larry10:53 AM
Please press 'Ctrl + Alt + Shift + R' to bring up the Power wash option.
Larry10:53 AM
Then, Press 'Ctrl + Alt + Shift + R' again to see the "Powerwash and Revert" option.
Ivan10:54 AM
haha shotcut not working
Larry10:55 AM
Oh! Could you please try it from the settings using touch pad?
Ivan10:55 AM
yes
Ivan10:56 AM
(this makes me come to a question:
is there a way to test the screenshot going direct to a menu, and not through a shortcut?)
Larry10:58 AM
We can perform power wash from the settings using touchpad and isolate this further.
Larry10:58 AM
If possible please press ' Ctrl + Alt + Shift + R' while Power wash is in progress.
Ivan10:59 AM
Larry, I can't seem to find Power Wash in settings (Does it has something to do that i am in guest mode?)
Larry11:00 AM
Oh! Yes, Ivan.
Larry11:00 AM
You need to sign into your account to perform power wash.
Larry11:00 AM
Please take your time, I'll stay connected with you online.
Ivan11:00 AM
k
Larry11:03 AM
Just to keep you informed, I'm with you online.
Ivan11:03 AM
ok
Ivan11:03 AM
i am here (In my other computer)
Larry11:04 AM
Thanks!
Ivan11:05 AM
what is this for?
"If possible please press ' Ctrl + Alt + Shift + R' while Power wash is in progress."
Larry11:06 AM
I wanted to give it a try to roll back the version if it is possible while power wash.
Ivan11:06 AM
ok i'll try and let you know
Larry11:06 AM
Thanks!
Ivan11:07 AM
well i did it, but I guess nothing happened...
Ivan11:08 AM
I am in the main screen with a brand new computer
Larry11:08 AM
Okay. Lets proceed with power wash only [Not roll back].
Ivan11:10 AM
ok
Larry11:10 AM
Just to keep you informed, I'm with you online.
Ivan11:10 AM
power wash... done
Ivan11:10 AM
problem... persist
Larry11:11 AM
That was real quick.
Larry11:11 AM
Thanks for checking, Ivan.
Ivan11:11 AM
actual version:
Ivan11:12 AM
Version 57.0.2987.137 (64-bit)
Platform 9202.60.0 (Official Build) stable-channel falco
Firmware Google_Falco.4389.92.0
Ivan11:13 AM
so how do we get to the previous version?
Larry11:13 AM
Thanks for version, Ivan.
Larry11:14 AM
Well, we have one option to roll back the version and it is using shortcut keys.
Larry11:15 AM
As the shortcut keys doesn't, we'll not be proceed further with the roll back option, Ivan.
Ivan11:16 AM
?????
Larry11:16 AM
Yes, Ivan. I'm with you online.
Ivan11:17 AM
you are telling me that to fix the shortcut function we NEED shortcuts??
Larry11:17 AM
As we're unable to proceed further due to shortcut keys aren't working, I'd request you to contact the manufacturer[HP] of the device.
Larry11:18 AM
They'll be able to use special tools to roll back the current version with out shortcut keys and isolate this further.
Larry11:19 AM
I'll be glad to help you with the HP support contact information, so that this will be taken care.
Ivan11:19 AM
No, what I want is to go back one OS vesion
Larry11:19 AM
I got it, Ivan.
Ivan11:20 AM
Larry I've been here since 9:45am
Larry11:20 AM
I completely understand the situation, Ivan.
Ivan11:20 AM
OS is something about you not the manufacturer
Larry11:20 AM
I appreciate your patience for everything you tried while on chat.
Larry11:21 AM
I agree that OS is from Google.
Ivan11:21 AM
there has to be a way to go back one vesion without shortcuts. Please ask.
Larry11:22 AM
As we're unable to roll back the current OS which involves shortcut keys. The HP team will able to use special tools to isolate this further.
Larry11:22 AM
I've researched on this to help you better, Ivan.
Ivan11:22 AM
HP team will not answer ever
Larry11:22 AM
Lets do one thing here.
Ivan11:22 AM
can you put them in this chat?
Ivan11:23 AM
so we dont have to explain EVERYTHING again
Larry11:23 AM
I'll send a test email to you, you can contact the HP support team and reply to the same email for further help.
Ivan11:24 AM
what is that?
Larry11:24 AM
Let the team know that you've tried everything possible to isolate this.
Ivan11:24 AM
(yes, that will take me another 2 hours)
Larry11:25 AM
I completely understand, Ivan. In this case, I'll be glad to send out chat transcript, if that helps you.
Larry11:25 AM
You can share the same attachment with the team. They'll be able to understand and help us better.
Ivan11:27 AM
yes. send the email copying HP support, and send the transcript. But I need you to stay on the loop, so that they don't conclude I have to go back to Google to solve this problem.
Larry11:27 AM
Absolutely, Ivan. I wanted to do everything possible to get this resolved.
Larry11:28 AM
In order to help you with the HP team details, may I know where are you located?
Ivan11:28 AM
how can we do a conference in order to have everyone needed together?
Ivan11:28 AM
US. Texas
Larry11:29 AM
Thanks, I'll get the details right away!
Larry11:29 AM
Here is the HP support contact information : 1-800-474-6836. You may like to visit the HP support web page for more information : http://www8.hp.com/us/en/contact-hp/contact.html
Larry11:29 AM
I'm very much positive that the HP team will be able to identify this and help us further.
Ivan11:30 AM
Are you going to send the email copying everyone needed?
Larry11:30 AM
In case the team doesn't help you, please feel free to reply to the same email. I'll be glad to involve my advanced specialist team to get this sorted.
Larry11:31 AM
Absolutely, I'll include all the details and chat transcription as an attachment.
Ivan11:31 AM
ok
Ivan11:31 AM
please send it
Larry11:31 AM
Thank you, Ivan. Could you please confirm your email address as sales.texaflon@gmail.com?
Ivan11:31 AM
yes
Ivan11:31 AM
ok
Larry11:31 AM
Perfect!
Larry11:32 AM
Would there be anything else apart from this that I may help you with today?
Ivan11:33 AM
No.
I just would like to receive the email before we hang up
Larry11:33 AM
Rest assured that this will be taken care. I'll send out chat interaction once we end our conversation, Ivan.
Ivan11:34 AM
can you give me your email address?
Larry11:34 AM
I'm sending an email with all the information and HP support information.
Larry11:35 AM
Once we end our conversation, I'll send our chat interaction in an attachment.
Larry11:35 AM
Would that work, Ivan?
Ivan11:36 AM
the thing is, if I don't receive your email, I wont be able to contact you again ever
Ivan11:36 AM
can you give me your email?
Larry11:36 AM
I've sent a test email with all the details to you.
Larry11:37 AM
Please check if you've received it.
Ivan11:37 AM
nothing yet
Larry11:37 AM
You can reply to the email anytime, it'll reach me directly. I'll be able to look into your response and help you further.
Larry11:37 AM
Please take your time, Ivan. I'll be with you online.
Larry11:39 AM
Just to keep you informed, I'm with you online.
Ivan11:40 AM
I just received a standard email with nothing of what we just talked
Larry11:41 AM
Ivan, I'll send another email with an attachment as soon as we end our conversation.
Larry11:41 AM
Rest assured on this.
Ivan11:41 AM
ok
Ivan11:41 AM
but why cant you type your email here?
Larry11:42 AM
In order to include all the details, we'd need to end our conversation, so that I can copy everything and send it as an attachment.
Larry11:42 AM
Do you have any other queries while I still have you on this chat, Ivan?
Ivan11:42 AM
yes
Ivan11:43 AM
why cant you type your email here?
Ivan11:43 AM
why cant you type your email here?
Larry11:43 AM
You mean, in the chat box?
Ivan11:43 AM
yes
Ivan11:43 AM
just you email address
Larry11:44 AM
You can reply to the same email which I sent to you recently.
Ivan11:44 AM
that is a generic email store-support@google.com
Larry11:45 AM
Yes, you got it. It is mapped to me directly.
Ivan11:45 AM
ok
Larry11:45 AM
Thank you for understanding, Ivan.
Ivan11:45 AM
please send the email with this chat asap
Ivan11:45 AM
thank you
Larry11:45 AM
Sure, Ivan. I'll do that for you!
Larry11:45 AM
Thanks for contacting Google - it was a pleasure chatting with you. Have a great day!
Ivan11:45 AM
thanks
Larry11:46 AM
Thank you for contacting Google Play chat support. Your chat session is now complete.
Ivan11:46 AM
u2
Larry ended the chat
HP Recommended
