Acer Chromebook R11 Troubleshooting

Webpages are loading slowly and computer processing is delayed.

On the chromebook, a lot of user tasks are handled with the use of Chrome extensions and Apps. These are the same extensions and apps that are downloaded for the Chrome browser, and they can be found in the Chrome store. Whenever a user has a plethora of extensions that are all running at the same time, this can cause the device to run more slowly as it attempts to accommodate the needs of multiple extensions.

To deactivate or permanently delete extensions:

1. Click the chrome menu button
2. Select ‘More Tools’ > Extensions
3. Click the trash icon for the extension you would like to delete. To disable, uncheck the ‘Enabled’ check box

To deactivate or permanently delete Apps:

1. Click the Apps button in the bottom left corner of the screen
2. Locate the app you would like to remove, and right-click it
3. Select ‘Remove from Chrome’

Having lots of tabs open in the background can slow the Chromebook down for the same reasons that were stated for having lots of background extensions and apps running. To free up the load that is put on the computer’s resources, it is advised that users close any unnecessary browser tabs.

Oftentimes, slow performance on a Chromebook may be due to a needed software update. Please note that Chrome OS automatically downloads and installs updates (when connected to Wifi), but users also have the option of checking for recent updates.

To install any pending updates:

Click the update icon (upwards arrow) that has appeared in the bottom right of the screen, and choose ‘Restart to update.’ This icon will only appear when the device is waiting for a restart in order to complete an update.

To check for an update yourself:

1. Select the status area in the bottom right of the screen
2. Click ‘Settings’ and choose ‘About Chrome OS’ on the window that appears
3. There will be an area near the middle of the window with information on the current OS version on the computer. Click ‘Check for and apply updates’
4. If any updates were found and installed, restart the system when the installation is complete.

The computer appears to be turned on, however the screen remains black.

Ensure that the device is fully charged or plugged into a power adapter. If either of these are the case, and the screen still refuses to start, it may be best to contact Acer with a proof of purchase. In the event that there is an issue that is unfixable from a user’s position, Acer may repair or replace the device in accordance with their repair and replace policy.

The laptop will not respond or show any sign of powering up.

Make sure computer is turned off before attempting to remove battery.

1. Flip device upside down to access screws.
2. Use screwdriver to remove screws and place them to the side.
3. Use metal spudger to disconnect back of computer to access battery.
4. Unscrew battery from computer and take out. Put battery back in and screw in screws

Ensure adapter is securely in charging port and charging light is on. Let battery charge for at least 30 minutes. If battery light does not turn on then battery will need to be replaced.

Ensure that the device is fully charged or plugged into a power adapter. If either of these are the case, and the screen still refuses to start, it may be best to contact Acer with a proof of purchase. In the event that there is an issue that is unfixable from a user’s position, Acer may repair or replace the device in accordance with their repair and replace policy for said device.

Computer powers off when power adapter is unplugged.

When the battery is dead or dying, the computer may not stay on when the power adapter is unplugged. Possible solutions may include: rebooting the computer, restoring the computer to factory default settings, or purchasing and installing a replacement battery.

To reboot Chromebook :

1. Press and hold power button to first lock the screen and then power off; alternatively if on main sign-in screen, click Shut down in lower right corner of the page
2. Restart computer to see if problem is resolved

To restore to factory defaults :

1. Back up computer and save
2. Sign out of your Chromebook
3. Press and hold Ctrl + Alt + Shift + R
4. Click Restart to restart your Chromebook
5. In the box that appears, click Reset and then sign back in with your Google Account (Owner Account)
6. Follow on screen instructions
7. Check to see if the problem is resolved

To install a new battery: You cannot buy a replacement battery. Buy a new Chromebook.

The computer is failing to recognize when something is plugged into its ports.

Sometimes, computer port failure may occur. Common ports that malfunction are the HDMI and USB ports. To ensure that the malfunctioning is due to the computer’s port, and not to whatever cord is being used, try using a different cord. Over time, cords may become broken or worn, and this could be the cause of a computer not recognizing when it is plugged in. If you are sure the cord is fine, try restarting the computer and trying again. If the problem persists, it may be best to contact Acer, and explain your problem. Acer may repair or replace the device in accordance with their repair and replace policy.