SDLA Quick Fix Idea · Chromebook
The Chromebook Screen Is Frozen or the Keyboard Is Unresponsive
Start with the least disruptive recovery, protect unsaved student work, and use a hardware reset only when an ordinary restart is not possible or does not work.
Teacher
The Chromebook has stopped responding. The pointer, keyboard, or current page appears frozen. What can I safely try before sending the device to technology support?
Quick Fix
Before restarting: If this is a secure assessment, accessibility session, or supervised testing app, stop and contact the testing coordinator. A restart may end the session. If any controls still respond, save cloud work and close the activity normally first.
Hardware reset, not Powerwash
For most Chromebooks, hold Refresh, tap Power, and release Refresh when the device starts. This restarts hardware such as the keyboard and touchpad; it is not a factory reset.
Work through these steps in order and test after each one.
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Check whether only one page is frozen
Wait briefly for the page to respond. If the keyboard works, save anything you can. Try Ctrl + Shift + R to reload that page without cached content, or Ctrl + W to close only the affected tab. Reloading or closing can discard unsaved entries.
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Close unnecessary work and restart normally
If Chrome still responds, close unused tabs and apps. Use the status area to choose Power, then start the Chromebook again. A normal restart is preferable to forcing the device off.
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If the Chromebook will not respond, turn it off
Press and hold the Power button until the device turns off. Wait several seconds, then press Power once to restart. Do not repeatedly press keys while it is shutting down.
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Use the hardware reset only if needed
Turn the Chromebook off. Press and hold Refresh, tap Power, and release Refresh when the Chromebook starts. Google cautions that a hardware reset might delete some files in the Downloads folder. Do not describe this step as completely risk-free.
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If freezing returns, check the pattern
- Close heavy tabs and video calls that are no longer needed.
- Note whether one website, app, or recently added extension triggers the freeze.
- Only disable or remove an extension the student is authorized to manage. District-installed extensions may be enforced and require an administrator.
- Open the Launcher and search for Diagnostics to test memory or the keyboard when the device is responsive again.
The device works after restartReopen only the required class resources. If the same tab or extension causes another freeze, document it and stop using that item until it is reviewed.
The keyboard remains unresponsiveTry an external keyboard only if local procedures allow it, then submit the device for support. A failed Diagnostics keyboard or memory test should be included in the ticket.
Copy-and-paste support request
Subject: Chromebook freezes or keyboard remains unresponsive Student/device asset number: [asset number] Date and time observed: [date/time] Activity, website, or app open: [name and URL if appropriate] What stopped responding: [screen / pointer / keyboard / specific tab] Normal restart attempted: [yes/no and result] Refresh + Power hardware reset attempted: [yes/no and result] Does the issue recur with one app, site, or extension?: [details] Diagnostics result, if available: [result] Please check the device and any managed app or extension policy. No student password is included.