The 11.6" HP Chromebook 11 with Intel Celeron N3060 microprocessor. The HP Chromebook 11-v019wm can also be identified with product number X7T71UA. This model includes a 16GB Hard Drive with 4GB RAM.

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The Chromebook is fully charged but the screen doesn’t illuminate when the power button is pushed.

Keys are illuminated or sounds are coming from the device.

If the device keyboard lights are illuminated or the device fans and drives sound like they are functioning, there is a chance the screen may just not be illuminating. Attempt to brighten the screen using the large gear/sun shaped key at the top of the keyboard. Depress this button multiple times to attempt to brighten the display. If the device screen still does not illuminate, the screen may be faulty. Refer to the Touch Display Replacement Guide.

An indication of sleep mode is a pulsing white light next to the charging port.

When the HP Chromebook is left inactive for a predetermined time (set through Chromebook settings), the device will enter a sleep mode. To recover from sleep mode open the lid, depress any key, or swipe a finger on the touchpad. If the device still fails to turn on, the device may be stuck in sleep mode. If the device is stuck in sleep mode perform a forced shutdown of the device. Hold the power button for 3 seconds to allow the device to fully turn off and then depress the power button again to restart.

If the device has been attached to the charger for an extended period of time and will still not power on, the device may not be charging or the battery is faulty. For a device not charging, refer below to Chromebook Won’t Charge. If the device is charged (indicated by a steady white light next to the charging port) the devices battery may be faulty. To replace the battery refer to the Battery Replacement Guide.

If the issue isn’t corrected using the troubleshooting steps above, the device will require a hard reset. To perform a hard reset follow these procedures:

  • Remove the power adapter and any other device connected to the Chromebook.Press and hold the power button and refresh button for 10 seconds.After 10 seconds, release the buttons and plug the Chromebook back into the AC power adapter. The indicator light next to the charging port should illuminate either white or amber.If the indicator light does not illuminate, perform another hard reset.If the indicator light still does not illuminate, disconnect the power adapter from the outlet and the device.Plug the power adapter into the wall outletPlug the power adapter into the charging port on the Chromebook. The indicator light should be illuminated either white or amber.

The Chromebook indicates a low battery but whenever the charger is plugged in the light next to the charging port doesn’t illuminate.

Check to make sure the power adapter is plugged into a working outlet. Try changing outlets to a different outlet or attempt to plug a different device into the same outlet to verify the outlet is working.

Check that the power adapter is fully inserted into the charging port. The power adapter needs to be fully inserted in order to successfully charge the device. If the power adapter was fully plugged in, remove the power adapter from the charging port and then plug the adapter back in. Check to see if the charging port indicator light is illuminated amber or white.

If the Chromebook is still not receiving power after verifying the power adapter is plugged into a working outlet and fully inserted into the charging port, try to plug in a different power adapter. A charging device indicates an amber light next to the charging port. If the device begins charging with a different power adapter, then replace the power adapter. If the device illuminates a white light next to the charging port but the Chromebook is still displaying a low battery, the power adapter is working and the battery is faulty.

Indications of a faulty battery include:

  • Illuminated white or amber indicator light next to the charging port but the battery status in the status tray is not displaying a charge.A battery that charges slowly and dies quickly.Battery is overheating or swelling

If the device is experiencing any of the indications listed above then the battery is faulty and needs to be replaced. To replace the battery refer to the Battery Replacement Guide.

The screen on the Chromebook is either black, or stuck on a certain page/image.

If the device displayed a black screen on start-up or a frozen image or application during system use then perform a reset on the device. To reset the device, press the power button for 3 seconds. Once the device is shutdown, press the power button to restart the device. If the device does not shutdown with just the power button, a forced restart can be performed by holding down the power button and refresh button while he computer is charging. The device should power off and restart after a few seconds.

If the device is running slow or freezing while using certain applications, too many programs may be running at once or an application is using up all of the available RAM storage on your device.  To fix this issue, run less applications at once especially is using an application that requires a large amount of RAM storage. If the RAM storage is the issue, upgrade your RAM for a higher storage capacity. Refer to the Motherboard Replacement Guide to replace the RAM.

Electronic devices are designed to be kept cool. If the Chromebook seems hot to the touch, has been in a hot environment for an extended period of time, or shuts down on its own, then the device may be overheating. If the device is overheating, the device may freeze or shutdown on its own. To resolve this take the device into a colder environment and check to ensure the vents are clear of debris. If the vents are blocked with dust or debris, the heat sink may not be able to remove the heat. Remove the debris to allow air to enter and escape through the vents. If the device continues to overheat even in colder environments, the heat sink may need to be replaced.

The volume is all the way up but there isn’t any audio coming out of the Chromebook.

If the audio volume is turned up on the device but the applications volume is not being heard, check the volume in the application to ensure it is up. If the audio is still not heard, try using a different application to see if the application audio is the cause. If the volume works on a different application then try restarting the application. If this doesn’t work, the application may need to be updated or repaired.

Check the bluetooth device to see if the audio can still be heard through the device. If the audio can still be heard through the bluetooth device, turn the bluetooth device off and disconnect the bluetooth device from the Chromebook. If the audio still can’t be heard, check the volume on the Chromebook. If the volume is up on the Chromebook and still can’t be heard, restart the computer. Once the computer is back online, check if the audio is working. If not, reattempt the steps to ensure the bluetooth device is disconnected and the audio volume is up.

If the wrong device is selected in settings, the audio may not be heard. To change the audio output device, perform the following steps:

  • Click on the Status TrayNext to the volume slider, click on the icon (may be pair of headphones or bluetooth)Select “Speaker (internal)”

After selecting the device, the volume may need to be readjusted.

If the steps above are not successful, the speakers may need to be replaced. To replace the Chromebook speakers, refer to the Speaker Replacement Guide.

When using chromebook, cursor disappears or won’t respond while swiping on touchpad.

If Chromebook is left open for extended periods or left in dusty condition a film can cover the touchpad. When attempting to use the touchpad, the touchpad may not recognize movement due to debris. To fix this use a compressed-air canister to gently blow away debris. A dry towel or rag can also be used to wipe away debris, but be careful not to push debris into the crevices on the side of the touchpad.

If there are multiple programs running simultaneously, the computer will begin to lag. The processor gets bogged down and the speed of the cursor slows down. Other commands or keys can also be affected by a lagging computer. If this is the case, close some of the running programs and let the chromebook rest for a couple of minutes. If the computer cursor is still lagging, close all of the open programs and restart the device. After the computer restarts, the cursor should now be functioning properly.

The cursor speed can be adjusted through the device’s settings. This may force the cursor to barely move or completely freeze when swiping on the touchpad. The speed of the cursor can be accessed in Settings>Devices>Touchpad>Cursor Speed.

With an external mouse connected, the device could turn off function to the touchpad. If the mouse is connected via USB, disconnect the USB. If the mouse is connected via bluetooth, secure power to the mouse or turn off bluetooth in the status tray. Once the external devices are removed or disconnected from the Chromebook, the touchpad should be functioning normally.

To get the cursor to reappear just swipe on the touchpad. If the cursor is still not present, try connecting an external mouse. If the cursor appears when using external mouse, the touchpad may be faulty. If it doesn’t appear with external mouse, perform a forced shutdown on the Chromebook by holding down the power button for 3 seconds.

If the cursor will not respond or is frozen in a location on the screen, perform a forced shutdown by holding down the power button for 3 seconds. After the computer is shutdown, turn the computer back on. Try the touchpad again and if it does not work, see if the keyboard will respond. If the keyboard works and the touchpad still doesn’t respond, the touchpad is faulty and may need to be replaced.