Random reboots were supposed to stop after Chrome update in Chromebook Plus 514 but didn't.Now what?

PleasePressZero
PleasePressZero Member Posts: 2 New User
edited December 2024 in Chromebooks

Symptoms: Chromebook Plus 514 shuts itself down at least once a day. Most of the time, there's no way to recover the open tabs — I click the button to restore the last session, but it instead opens to a new window and restoring the tabs is not an option. This started about 9 months after I bought the computer.

Acer clearly is aware of the rebooting issue, as they address it here: https://community.acer.com/en/kb/articles/17694-chromebook-randomly-shutting-down-or-rebooting. That page says that they expect the issue to be resolved with Chrome OS revision 131.

I installed the update a couple of days ago, and guess what? The crashes are still happening. What does Acer have to say about it now? I don't see any new guidance, now that version 131 is available. It's extremely annoying to lose my tabs over and over again. I'm getting ready to dump the computer, while it's still under warranty.

Answers

  • billsey
    billsey ACE Posts: 35,298 Trailblazer

    You would likely get a more accurate response from Google, since they are the ones who do all the software changes to the OS. Maybe they didn't get it fixed in 131 and are still working on it?

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • PleasePressZero
    PleasePressZero Member Posts: 2 New User

    I have to differ with you about which company would be better to ask.

    Acer posted the announcement that the fix was expected in version 131, and they would be in a position to know why the issue persists, which may or may not be due to an OS update. It's not unreasonable to ask that the manufacturer revise its guidance if the expected fix didn't work. If I knew of a way to communicate with them directly, and not via this forum, I would happily pursue it.

    Google, on the other hand, is even more opaque than Acer when it comes to getting answers. Everything directs me to their help forums, which are frequented by well-meaning volunteers who do not have direct knowledge of the issue, and just provide cut-and-paste answers that are not on point.

  • billsey
    billsey ACE Posts: 35,298 Trailblazer

    That article doesn't say which Chromebooks are affected, but does say that Google will be providing the fix for them. Acer doesn't do any of the software development for the ChromeOS and can only rely on Google to get it dealt with. We also are only other Acer users here, so don't have direct visibility into Acer corporate, but historically we can say with confidence that all Chromebook software changes come from Google, not from Acer. If your model is one of the ones affected by the specific issue from that article then Acer is actively working with Google to get it fixed, but that activity is likely only to keep reminding them of the need…

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • williamphan
    williamphan Member Posts: 1 New User

    Since resetting my Chromebook to safe defaults last week, I haven't had any more random shutdowns.

    https://support.google.com/chromebook/answer/15724541?hl=en