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Acer Chromebook 13 CB5-311-T7NN Troubleshooting
This troubleshooting page will help you diagnose problems with the Acer Chromebook 13 CB5-311-T7NN.
Screen is Unresponsive
The monitor on your Acer Chromebook 13 CB5-311-T7NN is frozen when the laptop is powered on.
A hardware problem is a malfunction in an electrical component of a computer or the configuration of that component that leads to problems with the device, including a frozen or unresponsive screen. If there is anything plugged into your laptop (USB, audio jack, etc.), unplug it and don’t plug it back in until the screen responds. Additionally, make sure that there is nothing stuck in the ports where something can be plugged in. Clear out any dust in the ports by blowing hard on them.
If the computer does not follow any other commands or turn off, you need to perform a hard reset to restore your laptop. Press and hold the refresh button (circular arrow button at the top of the keyboard) and the power button together until the computer starts to reset. If this does not work, make sure that the computer isn’t charging and let the battery die. After the battery has been dead for a significant number of hours (3+), plug the charger back into the computer and turn the computer on.
Unexpected Computer Crashes
Your Acer Chromebook 13 CB5-311-T7NN powers on and off unexpectedly.
Chromebook crashes can be caused by incompatible installations. If you have added any new applications or software extensions to your Chromebook recently, try to uninstall them to make your computer work normal. For directions to uninstall an application, follow this guide: uninstall an application. You can also disable extensions from the Chrome menu in your toolbar. To do so, open Google Chrome, click More Tools and then select Extensions in your toolbar at the top of the browser.
Central Processing Unit (CPU) Crashes
The CPU can cause a computer to crash because of excessive heat. If your computer feels hot to the touch or the fan is making a loud noise, power off the computer and let it cool down. Otherwise, use a compressed air can or vacuum cleaner to clean out the fan. If this still doesn't work, you can replace the CPU by ordering a new one from websites such as Amazon or eBay. The following link will provide a step-by-step video for how to uninstall a previous CPU and reinstall a new one: CPU replacement guide.
Computer files on your device suddenly became inoperable or unstable.
Files Can't be Saved
The most common reason files are corrupt is due to a problem that occurred during saving, usually after your computer crashed or lost power. You can try to recover some data from your Chromebook by using the following guide: recover Chromebook data.
Not Enough RAM
Random Access Memory, or RAM, is the physical hardware inside a computer that temporarily stores data, serving as the computer's "working" memory. If your computer crashes or freezes during normal operation, this means you do not have enough RAM. Restart your computer and delete any unnecessary files and applications from your computer. To do so, follow the attached guide: delete unnecessary information.
Frozen or Unresponsive Track Pad
Your laptop's track pad does not move or respond when powered on.
Problem with the User's Account
If the track pad is unresponsive to your commands when you are logged in, try to click on the Esc button on the top left side of the keyboard multiple times. If this step doesn't work, delete the existing account on your Chromebook. Then create a new account and check again if the issue is fixed.
Unsupported Operating System (OS)
The track pad of your Chromebook might stop working after an installation of Windows 10. To fix this issue, try the following steps: go to the Driver Page of your Chromebook. Download the Intel IO chip set drivers for Windows 8.1. and install it in "compatibility mode" to your computer. After, restart your device.. At this point, the track pad will be recognized as a valid hardware extension. Finally, go to the Acer Support Page in order to download and install the Synaptics driver for Windows 10. You might need to restart your device again. If an issue with the track pad reappears, try to click F7 on your computer. If neither of these options work, follow the track pad replacement guide to remove your current track pad.
Keyboard Only Types in Caps Lock
Your keys are stuck on Caps Lock.
Problem with the User’s Account
If you experience a problem with your keyboard, try using it outside of your account. To do so, log out of your current account and sign into the guest account. If the keys work normally when you use your Chromebook as a guest, delete your existing account and create a new one on your computer.
Caps Lock Key Stuck
If the Caps Lock key doesn’t turn off when you press it repeatedly, it may be stuck. Wipe it with a cotton swab of rubbing alcohol or clean it by spraying a can of compressed air. To turn it off manually, press the “Alt” and “Search” keys to disable Caps Lock and then press the keys again to re-enable it. Alternatively, you can press the time icon on the bottom right corner of the screen and click the “Caps Lock is on” button twice to disable it and then re-enable it.