Poin2 Chromebook 11 Troubleshooting

Chromebook does not turn on after pressing power button.

Poin2 Chromebooks are shipped from the manufacturer under ship mode, which means your device will not power on until the power cord is connected.

• Once the power cord is inserted, the system should power on automatically.
• If your device does not power on, see below for other possible troubleshooting options and/or consult the Poin2 website or email support@poin2.com.

The Poin2 Chromebook 11 is equipped with a manufactured-issued power adapter, also called a switching adapter (Input: 100V-240 VAC / 50-60 Hz; Output: 2A / 12 VDC).

• Inspect your power cord and power adapter for any possible damage.
• Connect the power adapter to the device and plug in the power cord. Check to see if your adapters charging light is lit when your device is plugged in.
  • If you are using a manufacturer-issued adapter and the charging light on your power adapter is unlit when plugged into a source, the adapter may be defective and in need of replacement.
  • If you are using an off-brand power adapter and have connected the power cord to your device, but it will not power on, you may experience charging issues. Consult the Poin2 website for device specification details or email support@poin2.com.

Each Poin2 Chromebook comes with a rechargeable lithium ion battery with a limited number of charge cycles. In general, the number of ‘’charge cycles’’ for a rechargeable battery indicates how many times it can undergo the process of “fully charging and discharging” before it starts to lose capacity or completely fails (cycle as defined in the United Nations' Manual of Tests and Criteria , 5th edition).

• If your power adapter light is lit when plugged in, but your device will not hold a charge (e.g., computer dies after it's unplugged, or it won’t charge beyond a certain percentage), leave your device plugged in and let it sit to charge for at least 2 to 3 hours.
• If your device does not turn on after charging 2 to 3 hours, this is a sign that you may need to replace the battery.
• Poin2 Chromebook 11 batteries are not easily detachable and require tools and additional steps to replace a defective battery. See the Poin2 Chromebook 11 Battery Replacement Guide for help.

Chromebook is experiencing a slow or unstable wireless connection, cannot access a wireless network, or is turned off.

To connect to the Internet, your Poin2 Chromebook 11 must use a compatible WiFi network, which includes open networks that don’t require a password and more secure connections like WEP or WPA.

• Note: Google recommends WPA2 (more secure than WEP or WPA). To connect to WPA2, see Google Chromebook Help.

Exit out of any programs and restart the computer. If your Chromebook cannot connect to a wireless network, check the connectivity of other devices using the same WiFi network. If the other devices cannot connect, this could mean there are issues with your modem or your router.

• To evaluate network connectivity with your router and modem, turn them both off and wait at least 10 seconds before turning them back on.
• If you still cannot connect, contact your service provider to troubleshoot the problem further.

If your router and modem are working properly and other devices are connecting to the network, your Chromebook could be the problem. The following are steps to troubleshooting your Chromebook connection:

• Make sure the WiFi is on.
• Click the WiFi icon in the status area at the bottom right of your screen.
• Click the switch/toggle button to enable/disable WiFi. Your Chromebook will automatically look for available networks and show them to you in a list.
  • If you see Connected to (WiFi icon appears full), your Chromebook is connected.
  • If you see No Network (WiFi icon appears empty), your Chromebook is not connected.

• Make sure the WiFi is on.
• Click the status area at bottom right of the screen and click on the gear-shaped Settings icon.
• Under internet connect, click on the preferred internet network and then select the menu option “Preferred networks…”
• Hover over the network name and click the X to remove each preferred network in the list. Then click “Done.”
• Under internet connect, click on “WiFi network” and select the preferred network to reconnect. Enter the login credentials if prompted.
• If this does not resolve connectivity issues, see the connectivity diagnostics tool below.

• To determine where the connectivity issue is occurring, click the App Launcher icon in the bottom left of the computer screen.
• Select the Get Help App icon at the center of the screen.
• Select “Getty Online” menu item at the left.
• Click on the “Troubleshoot” button at the bottom right.
• Click the “Run Diagnostics” button bottom left.

Chrome OS provides a built-in firewall that can be used to protect your computer from external threats.

• If applicable, check your device’s Firewall settings in the administration menu to make sure they are not affecting WiFi.

If the device will not connect to any network after trying all of these fixes, the problem could be a defective Wifi card.

• Unfortunately, the Wifi card on a Poin2 Chromebook 11 is not designed to be removed and replaced, instead the entire motherboard must be replaced in order to fix the issue. To replace the motherboard, follow the Poin2 Chromebook 11 Motherboard Replacement Guide.
• For more information and assistance, visit the Google Help Center, The Get Help App, and support.google.com/chromebook.

The screen's cursor will not move when you slide your finger across the touchpad, or the cursor moves unpredictably and/or sporadically across screen.

Touchpads issues could be the result of an unclean touchpad area.

• Make sure the touchpad is clean by wiping down the area with an electrostatic cloth (a little alcohol will help, too).
• Once the area is clean and has dried, try using the touchpad again.

The touchpad may be set incorrectly for use.

• Go to the Settings page and in Devices find Touchpad Device.
• Open the window and select Touchpad Sensitivity.
• Change the sensitivity levels from low to medium or high on the slider.

If your touchpad is not responding correctly, it may need to be reset.

• Tap the ESC key several times and test the pad again.
  • If the touchpad is not responding, tap the pad several times for ten seconds and retest.
  • If the touchpad is still not responding, exit out of any programs and restart the computer.

Turn off your computer by pressing the Refresh and Power Buttons at the same time. You may lose content in your downloads folder or anything that is currently open. Be sure to save any necessary content before doing this.

If none of these options have worked for you, your touchpad may need to be replaced. To replace your touchpad, follow the Poin2 Chromebook 11 Touchpad Replacement Guide.

Web page suddenly stops responding or the internet closes itself down entirely.

Too many open tabs can take up memory on the computer.

• Close excess tabs to free up some memory for the computer to function properly.
• If the problem persist, the browser may need to be restarted.

In some cases, the browser on your Chromebook may need to be restarted if it continues to freeze or crash.

• Exit Chrome and reopen the page.
• If the problem persists, try exiting and reopening once more.
• If this does not fix the issue, your Chromebook may need to be restarted.

Sometimes various programs, apps, and downloads get in the way of loading a page correctly.

• Exit out of any programs and restart the computer.
• When the device is back on, try loading the page again.

If malware is interfering with Chrome, it needs to be removed.

• Open Chromebook and in the Settings, access the Chrome Cleanup Tool (you may have to download this feature). This tool will scan and remove any software that may be causing problems with Chrome, such as; crashing, freezing, and unusual startups.
• If further problems persist, this could be a network issue. Check the network connectivity (see the instructions for "Router or Modem Not Connecting to Network" above above) and if this is still unresolved, report the problem to the website owner.

Chromebook is displaying the message 'Chrome is missing or damaged.'

If Chromebook's operating system is not working properly, exit out of any programs and restart the computer.

• Exit out of any programs and restart the computer.
• When the device is back on, try restarting Chrome.

If restarting your computer and Chrome did not fix the problem, and you are still getting the “Missing/Damaged Error” message, you may need to recover your Chromebook. This process will require wiping all your files and data from the computer.

• Before starting a recovery, you will need to save any existing data to a USB drive or SD card.
• When you’ve done this, visit the Recover Your Chromebook link for proper recovery steps:
• If you do not feel comfortable conducting your own Chromebook recovery, visit a technical support or manufacturer’s office for further assistance.

No sound can be heard from the Chromebook's speakers.

• Check to see that your sound is not muted by clicking the volume icon at the bottom right corner of the screen.

• Check your volume level by using the slider in the sound settings to adjust the volume.

• Unplug any audio devices (headphones, speakers, etc) connected to the Chromebook.

• Exit out of any programs and restart the computer.

The last option if your audio is does not work is to run a recovery. This process will require wiping all of your files and data from the computer.

• See the section above, "Chromebook needs to be recovered"
• If you do not feel comfortable conducting your own Chromebook recovery, visit a technical support or manufacturer’s office for further assistance.