new acer c720-2827 says chrome os missing or damaged, I can't create recovery stick or powerwash. he

jenniecook
jenniecook Member Posts: 2 New User

I bought acer c720-2827 last year on black friday, and saved it until now for my kids birthday.  Once it turns on it says chrome OS is missing....insert recovery stick, etc.  I have tried 11 times to create a recovery usb, and it fails each time. I tried to powerwash/factory reset with no luck. PLEASE help me find a way to load the OS onto this brand new chromebook!!!  Google support walked me thru the creation of a usb stick, and it failed to download then, too!

Answers

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    it fails to create a recovery USB on your PC or it fails to restore your chromebook using the recovery USB?

    I'm not an Acer employee.
  • jenniecook
    jenniecook Member Posts: 2 New User

    I have tried multiple times to create a usb recovery stick, and always get to around 18% downloaded (takes hours!) then it says download interrupted.  I have purchased several different brands of usb sticks, etc-still won't complete the download. Google reps gave me an online link to chromebook recovery app, which I had already tried.  I tried their link, and still no download. 

     I was also advised to :

    1.press and hold both the escape and refresh buttons, then power it on, and it would go into developer mode...

    2.press control + D to turn off OS verification,

    3.when prompted to turn OS off, press enter, (CB should restart ).  

    4.When it says OS is off, DO NOT PRESS SPACEBAR.  

    (Recovery was supposed to begin, take approx. 5 minutes to restore OS.)

    5. when CB restarts automatically and prompts me to enable OS verification, press spacebar.

    6. press enter to confirm turning OS on.

    7. OS verification is on and CB reboots.

    8. welcome screen displays, and follow instructions shown on display from that point.

     

    None of these options work for me, so I have a useless, new, never used chromebook!  Can I buy a recovery usb for chrome OS, or can one be sent to me?

    Thanks in advance for any help.

     

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    slow download and fails are not good but i just tried and i had successfully downloaded the recovery at full speed.

     

    please check your PC or data connection.

    I'm not an Acer employee.
  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator

    Hi jenniecook,

     

    Here are a couple articles along with video's that may help, but it sounds like the process you're trying to do are in line with these. Hopefully these instructions might help.

     

    Reinstall USB Recovery - http://acer.custhelp.com/app/answers/detail/a_id/27649

    Creating Chromebook USB - http://acer.custhelp.com/app/answers/detail/a_id/27637

    Using USB for Recovery - http://acer.custhelp.com/app/answers/detail/a_id/27646

     

    I would suggest trying those in order, and if you still have trouble contact our support team as we may need to service the machine for you. http://us.acer.com/ac/en/US/content/service-contact

     

    Hope this helps,

    Cory