Performing a System Recovery on Your HP Chromebook (Chrome OS)
This document applies to HP Chromebook computers with Chrome OS.
If you see the error message Chrome OS is missing or damaged, or if there is another serious problem with your Chromebook, it may be necessary to reinstall the Chrome operating system.
Performing a recovery on your HP Chromebook reinstalls the operating system and restores the original factory settings, removing all associated Google Accounts (including the owner) and clearing all local data from the hard drive. Locally saved files and saved networks are deleted for all accounts. The Google Accounts themselves, and any data synced to the Web through your Google Drive, are not affected by a system recovery.
This document describes how to create recovery media, and how to use the recovery media to restore your Chromebook to its original condition. Follow the steps in this document to perform a system recovery on your Chromebook.
Before you begin a Chromebook recovery
Before beginning the Chromebook recovery process, you need the following:
- A USB flash drive or SD memory card: You need 4 GB or greater capacity on your storage device to accommodate the recovery image. All data is erased from the device when creating the recovery media, so back up any files from the device before you begin.
- Access to another computer: To create the recovery media, use a Windows, Mac, Linux, or Chrome OS computer on which you have administrative rights and Internet access.
- Chromebook power supply: The Chromebook must be plugged into a power source during recovery.
- Chrome OS is missing or damaged screen: If this message is not already displaying on your Chromebook, trigger the screen manually. With the Chromebook turned on, hold down the Esc + F3 (Reload) keys, and press the Power button. The Chromebook restarts, and the screen shows Chrome OS is missing or damaged.
View a video on performing a Chromebook recovery
Step 1: Finding your Chromebook hardware model name
There are numerous variations of HP Chromebook hardware. In order to create the correct recovery media for your specific device, you must select the recovery image that matches your exact Chromebook model. This is not the same as the HP model number or product number (for example, HP Pavilion 14-c010us), and is not printed anywhere on the computer itself.
If your Chromebook is displaying the Chrome OS is missing or damaged message, find the model name at the bottom of the screen.
NOTE: If this message is not already displaying on your Chromebook, trigger the screen manually. With the Chromebook turned on, hold down the Esc + F3 (Reload) keys, and press the Power button.
If you do not see the Chrome OS is missing or damaged screen, and you want to find the model name without triggering this screen, use the following steps to find your model name:
Step 2: Creating recovery media for Chromebook
Use the steps in in one of the following sections to create recovery media for your Chromebook. You can create the recovery media from many popular operating systems - it does not have to be a Chromebook. Choose the appropriate set of steps for the type of computer you are using to create the recovery media.
If you are using a Chromebook to create your recovery media, make sure it is the same Chromebook model as the Chromebook you are going to recover. Use the steps in this section to create recovery media on a Chromebook.
- Click the Chrome icon to open the Chrome Web browser.
- In the browser's address bar, type chrome://imageburner and then press Enter.
- Insert the SD memory card or USB flash drive.
- When the media is detected, click OK to continue.
- Wait for the recovery image to download and write to the recovery media.
- When the recovery media is ready, remove the storage device.
Use the steps in this section to create recovery media for your Chromebook using the Recovery Tool for Windows.
NOTE:These instructions apply to the Windows 7 operating system using the Internet Explorer 8 Web browser. The steps and graphics may vary slightly with other versions of Windows or other browsers, but the process should be similar.
NOTE:If you experience problems downloading these files with Internet Explorer, use the Google Chrome Web browser to download the files instead.
- Click this link to download Google's Chrome OS Recovery Tool: https://dl.google.com/dl/chromeos/recovery/chromeosimagecreatorV2.exe .Network administrators use this link: https://dl.google.com/dl/chromeos/recovery/chromeosimagecreator.exe .
- Click Run to run the executable (.exe) file.
- Click Run to start the Chrome OS image creator software.
- Wait for the Chrome OS recovery configurations to download.
- When prompted, enter the Chromebook model name, and then click Next.See Step 1: Finding your Chromebook hardware model name for instructions, if needed.
- Insert the USB flash drive or SD memory card, and wait for the device to appear in the Create Chrome OS Recovery Media window.If an AutoPlay window opens, close it.
- Select the device name from the list, and then click Next.
- All files on the storage device will be erased. Click OK to continue.
- Wait while the process of downloading, writing, and verifying the recovery image completes.
- When the recovery media is ready, remove the storage device, and then click Finish.
If you are using a Mac or Linux computer to create your Chromebook recovery media, find the set of instructions that corresponds to your computer in Recover your Chrome device (in English) from Chrome OS Help.
Step 3: Reinstalling Chrome OS
To install a new version of the Chrome operating system on your Chromebook from recovery media, follow these steps:
- Turn on your Chromebook and plug in the power cord.
- When you see the Chrome OS is missing or damaged screen, insert the recovery media you created in Step 2.
- Wait while Chrome verifies the integrity of the recovery media.
- If the recovery media verification is successful, the system recovery begins. Wait for the recovery process to complete.If you see an error message (such as An unexpected error has occurred or You are using an out-of-date Chrome OS recovery image), you may need to repeat Step 2: Creating recovery media for Chromebook , or use a different USB flash drive or SD memory card. For more information about resolving these errors, refer to the Troubleshooting tips section of Recover your Chrome device (in English) from Chrome OS Help.
- When the system recovery is complete, remove the USB flash drive or SD memory card, and wait for the Chromebook to restart.
Step 4: Setting up your Chromebook after recovery
After recovery is complete, the Chromebook needs to be set up again. Perform the initial setup process by following the steps in the HP support document Setting Up Your HP Chromebook .
Step 5: Reformatting the Chromebook recovery media (for Windows)
During the process of creating recovery media on a Windows computer, the USB flash drive or SD memory card is formatted for use as a recovery tool. After you recover your Chromebook, the recovery media must be reformatted so that the full amount of space on the storage device is available for use in Windows. The Windows formatting tool cannot reformat the device properly. Instead, reformat the device using the same Recovery Tool you used to create recovery media.
For instructions, and a link to the Recovery Tool for reformatting the storage device, go to Reformat your recovery media (in English) from Chrome OS Help.