How to Troubleshoot Power & Charging Issues on a Chromebook

If your Chromebook will not turn on, hold a charge, or appears unresponsive, please follow the diagnostic steps below. These procedures resolve the majority of power-related issues without requiring a help desk ticket.

Step 1: Check the Charging Status Light

Plug your AC adapter into the Chromebook and check the LED indicator light (usually located on the side near the charging port):

Orange/Amber: The device is charging. Allow it to charge for at least 30 minutes before turning it on.
White/Green: The battery is fully charged.
Blinking Light: This indicates a battery error or deep discharge. Leave the device plugged in for 45 minutes.
No Light: Ensure all cable connections (wall outlet, power brick, and laptop port) are secure. Try a different outlet or a known working charger if available.

Step 2: Perform a Hard Reset (EC Reset)

If the screen is black or frozen, a Hard Reset will reboot the system hardware without deleting your files. This is the most common fix for power issues.

Unplug any external devices (USB drives, mice, headphones).
Press and hold the Refresh key (top row of the keyboard).
While holding Refresh, tap the Power button once.
Release the Refresh key when the device starts up.

Note: On some HP models (like the G7), you may need to hold the Power button for 10 seconds to force a shutdown before attempting the combination above.

Step 3: Check for Port Obstructions

Visually inspect the USB-C charging port. Debris, dust, or broken headphone tips can prevent a solid connection.

If you see debris: Do not use metal tools to remove it. Use a can of compressed air if available.
If the port is physically damaged (bent/cracked): Do not plug in the charger. Proceed to Step 4.

Step 4: Requesting Support

If the device still does not power on after completing Steps 1-3, the hardware may require service.

Submit a Ticket: Open Incident IQ and select the issue category "Power > Won't power on".
Required Information: In the ticket description, please confirm that you have already attempted a Hard Reset.

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