Acer chromebook stuck on black screen with backlight on Acer CB5-311

My Acer CB5-311 chromebook was working fine a few nights ago, then when I turned it on the next morning and only a black screen appears. The back light is on and it makes the start up noise but nothing appears on the screen. I've tried holding down the power buttton, power button and refresh, and I've tried putting it in to developer mode but the screen just flashes then goes back to black.

I've also now tried plugging the chromebook in to the TV with a hdmi and all it shows is a white screen, but when I close the lid a welcome screen comes up. As soon as I open the lid it goes blank or white again???

Any idea what to do next?

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Kamalika

Hi Rubywarden,
This looks like a hardware issue. But you could try doing a powerwash if the computer goes to recovery mode.Steps to follow.

Turn off your Chromebook.
Press and hold the Esc key and refresh (F3) key and then press the power button to turn on the Chromebook.
The Chromebook will boot to Developer Mode. Press Ctrl + D to turn off OS verification.
When prompted to turn OS verification off, press Enter and the Chromebook will restart.
At the OS verification is OFF screen, do not press the spacebar. The recovery process will start automatically after approximately 15 seconds.
The restore process takes about 5 minutes. A progress bar appears at the top of the screen.
The Chromebook restarts and prompts to re-enable verification. Press the spacebar.
Press Enter to confirm that you wish to turn OS verification on.
OS verification is back on and Chromebook reboots automatically.
The "Welcome!" screen will be displayed and you can complete the on screen instructions.

Your Chromebook is now set to factory default settings

If computer does not go to the developer mode then its a confirmed hardware issue . Please contact acer support for warranty repair options.

http://www.acer.com/worldwide/support/

Rudy21

Hi @rubywarden

Looks like this is something to do with the hardware issue. try contacting acer support for warranty help

rubywarden

Hi @Kamalika

This nearly worked?

It opened the developer mode, I pressed Ctrl D and then enter, the screen then went black again but no progress bar was shown on the screen.

Should I try again or is there something else that could work?

Thank you!

Kamalika

Hi Rubywarden,
Please try this one more time.

rubywarden

Hi @Kamalika

I've tried again and now it gets stuck on the 'Chrome is missing or damaged' screen, I press ctrl D but it doesn't progress tot he next screen

Sharanji

rubywarden

You can create a recovery drive from a Windows, Mac, or Linux computer, and use it to restore your chromebook.
If you have a recovery drive, visit our article Reinstall Chromebook with a USB Flash Drive.
If the above steps do not resolve the problem, it could be an hardware issue.

For Acer support in your region:.
Acer UK : https://www.acer.com/ac/en/GB/content/service-contact
Acer Worldwide support : http://www.acer.com/worldwide/support/

Hit 'Like' if you find the answer helpful!

Click on 'Yes' if the comment answers your question!

Kamalika

Hi Rubywarden,
Nooo. Unfortunately it looks like a hardware issue to me. Please contact the acer support line for checking warranty repair options.Link to find contact number for acer support in your area.
http://www.acer.com/worldwide/support/

wis

If the Chromebook is under warranty, ask Acer to fix it.

If no longer under warranty, the device may require a new screen, as per this video. My C710 had no output to an external monitor. Fortunately I needed only to reseat the RAM sticks, not repair the RAM slots.

It's not that difficult to replace the screen. Have a cup to hold the tiny screws & place a protective covering between the new screen & the keyboard to avoid scratches. Ebay or Amazon have the lowest prices.

Once the new screen has been installed, check that you are no longer in Developer Mode; because you are vulnerable to malware. It took about 2 days in my case to get an infection. Ask if you don't know how.

https://www.youtube.com/watch?v=HqLyN4TRhX8

rubywarden

@Kamalika @Sharanji

I've tried installing OS recovery on it and when I plug the USB in the screen just goes blank

:(

Thanks for all your help anyway!

wis

Reinstalling Chrome OS will not help if the screen is failing. If you are not a DIY-er, ask a friend to review both videos. If friends are unable to help, have the Acer Center replace the screen for you, whether or not it's under warranty (better if it is).

Rudy21

rubywarden

I had one of these issues and had to replace the screen (Mine was not under warranty). That's one of the reason i have suggested to contact acer support for help. If the device is under warranty acer service would be helpful.

wis

If the device is out of warranty, the asking price is likely to be higher than a home repair. If the OP's comfort level is such that a home repair is not possible; a third option would be a comparison between what a local repair shop vs. Acer Center will charge.

juliaduong1

Kamalika said:

Hi Rubywarden,
This looks like a hardware issue. But you could try doing a powerwash if the computer goes to recovery mode.Steps to follow.

Turn off your Chromebook.
Press and hold the Esc key and refresh (F3) key and then press the power button to turn on the Chromebook.
The Chromebook will boot to Developer Mode. Press Ctrl + D to turn off OS verification.
When prompted to turn OS verification off, press Enter and the Chromebook will restart.
At the OS verification is OFF screen, do not press the spacebar. The recovery process will start automatically after approximately 15 seconds.
The restore process takes about 5 minutes. A progress bar appears at the top of the screen.
The Chromebook restarts and prompts to re-enable verification. Press the spacebar.
Press Enter to confirm that you wish to turn OS verification on.
OS verification is back on and Chromebook reboots automatically.
The "Welcome!" screen will be displayed and you can complete the on screen instructions.
Your Chromebook is now set to factory default settings
If computer does not go to the developer mode then its a confirmed hardware issue . Please contact acer support for warranty repair options.
http://www.acer.com/worldwide/support/

Hi, so i followed all of your instructions, went through developer mode and restoring it, but my issue of a dark screen is still there... is my only solution to get myself screen replaced or...?

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