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Starred by 32 users

Issue metadata

Status: Verified
Last visit > 30 days ago
Closed: Jun 2016
EstimatedDays: ----
NextAction: ----
OS: Chrome
Pri: 0
Type: Bug

Blocked on:
issue chrome-os-partner:53370

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Issue 615002: Not able to update Acer R11 cyan - multiple users reporting issue on CBC

Reported by, May 26 2016

Issue description

UserAgent: Mozilla/5.0 (X11; CrOS x86_64 8172.39.0) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/51.0.2704.55 Safari/537.36
Platform: 7834.70.0 (Official Build) stable-channel cyan

Steps to reproduce the problem:
1. Check for updates
2. Does not update

What is the expected behavior?
Normal updates should occur on WiFi connections.

What went wrong?
Unable to update past version 49

Tested doing recovery and switching channels.

Did this work before? N/A 

Chrome version: 49.0.2623.112 (64-bit)  Channel: stable
OS Version: 49.0.2623.112
Flash Version: 

Reported by at least three users on Chromebook Central.!topic/chromebook-central/IG_ogY8u8ig;context-place=forum/chromebook-central!topic/chromebook-central/0UBCFqntmoc;context-place=topicsearch/author$3Ame$20update%7Csort:date


Comment 1 by, May 26 2016

Does not go past 46.0.2490.82 for me.

Comment 2 by, May 27 2016

Version 49.0.2623.112 (64-bit)
Platform 7834.70.0 (Official Build) stable-channel cyan
Firmware Google_Cyan.7287.57.32

Strange one - had to recover again, after display flashed red-blue-green-white-black (not the exact order of color change!), this only happend since I did the recovery to 49.x - never happend with the initial_no_update_version 46.x

Comment 3 by, May 27 2016

I was able to update once to dev channel, but now cannot revert to stable. It says it's already up to date

Comment 4 Deleted

Comment 5 Deleted

Comment 6 by, May 28 2016

wouldn't update from level 46.x.  I did a recovery using the recovery app produced media. Now stuck at:

Version 49.0.2623.112 (64-bit)
Platform 7834.70.0 (Official Build) stable-channel cyan
Firmware Google_Cyan.7287.57.32

Hope this is fixed soon.


Comment 7 by, May 28 2016

I'm new to chromebooks, and stuck at version 46.x Will try doing a recovery when I'm back in the states.

Comment 8 by, May 28 2016

Just picked up my Acer R11 yesterday.  Can't update, extensions informed me that i wasn't actually on the stable channel, and the viewable page is much, much smaller than the actual screen (with an inch of black, empty glass on the top and bottom of the visible page, and 1/2 inch on the right and left).

I'm stuck on:

Version 46.0.2490.82 (64-bit)
Platform 7390.68.1 (Official Build) stable-channel cyan
Firmware Google_Cyan.7287.57.32

Comment 9 by, May 28 2016

In case it's helpful, I should have mentioned that I also get the message that my version of chrome is no longer supported when I open gmail, plus I purchased the Acer R11 from Costco (in case there's a batch of problematic chromebooks).

Finally, I have not attempted a restore.

Many thanks.

Comment 10 by, May 28 2016

I have the same problem.  I also purchased mine from costco.

Version 46.0.2490.82 (64-bit)
Platform 7390.68.1 (Official Build) stable-channel cyan
Firmware Google_Cyan.7287.57.32

Comment 11 by, May 28 2016

Purchased from Costco as well. As also experienced by other users, if you do a restore you'll be bumped up to version 49, but still won't be able to receive updates.

Just chatted with Acer support and they seem to think that because it was manufactured so recently. Next to the serial number on the Chromebook shows that it was manufactured 2016/03/04.

Seems like a curious explanation to me but thought I'd share what they said.

Comment 12 by, May 28 2016

I too purchased mine from Costco, and have this issue. I got it to update
to the dev version but couldn't revert to stable, so after a restore I'm on

Comment 13 by, May 29 2016

ouldn't update from level 46.x.  I did a recovery using the recovery app produced media. Now stuck at:

Version 49.0.2623.112 (64-bit)
Platform 7834.70.0 (Official Build) stable-channel cyan
Firmware Google_Cyan.7287.57.32

Costco too

Hope this is fixed soon.


Comment 14 by, May 29 2016

Mine was purchased from Amazon and manufactured in March 2016.

Comment 15 by, May 29 2016

Hate to be a me too, but I figured I'd add my voice to the chorus. Purchased via Costco last week. Opened a ticket with Acer, but support was pretty useless. They suggested an OS-reinstall.

Looking forward to seeing this resolved. My wife's Flip was purchased around the same time and updated without an issue.

Comment 16 by, May 29 2016

Everyone: please be sure to star this issue so we get as many eyeballs on it as possible.

Comment 17 by, May 29 2016

Mine is from 2015/12/04, purchased on las week.

Version 46.0.2490.82 (64-bit)
Platform 7390.68.1 (Official Build) stable-channel cyan
Firmware Google_Cyan.7287.57.32

Comment 18 by, May 29 2016

I was able to update once to dev channel, but now cannot revert to stable. It says it's already up to date. Mine was purchased from Amazon.

Comment 19 by, May 29 2016

Bought mine from Amazon in the UK, same issues as everyone else is experiencing - a re-install of Chrome OS leaves me stuck on 49.

Hoping we can get this sorted in time for the eagerly anticipated playstore compatibility update!

Comment 20 Deleted

Comment 21 by, May 29 2016

Using the recovery utility Mathias!

Comment 22 by, May 29 2016

I was able to update today using dev option

Version 52.0.2743.0 dev (64-bit)
Platform 8350.2.0 (Official Build) dev-channel cyan
Firmware Google_Cyan.7287.57.60

It is the latest release and so far no problems using it so far.

Comment 23 by, May 29 2016

rpeyes602: You're likely unable to revert back to stable now though. I was
able to get to dev, but couldn't go back to stable.

Comment 24 by, May 31 2016

Does anyone know the prognosis of this bug? Is it something that happens to Chromebooks sometimes and gets fixed? I really want to keep my R11 but could still return it. I don't want it to always be behind the latest stable release.

Comment 25 by, May 31 2016

Labels: -Pri-2 Pri-1
Status: Assigned (was: Unconfirmed)
Looking at the log it the updater seems to be working properly but the server responds that there is no update available. 
Which is weird since the current version for cyan stable is M50. 

I'll reach out to some folks who know way more about this than I do!

Comment 26 by, May 31 2016


Comment 27 by, May 31 2016

Labels: -Pri-1 Pri-0
Josafat, Dennis and I emailed you about this. Can you update?

Comment 28 by, May 31 2016

Updates on both the stable and beta channel are not working. I was able to update on the dev channel but than unable to power wash and downgrade back to the stable or beta channel. To revert back I had to do a full recovery using the chrome OS recovery utility and was able to get to release 49. Thanks for looking into this.

Comment 29 by, May 31 2016


Comment 30 by, May 31 2016

There is a critical bug in the firmware updater that we are actively investigating which may impact few devices during an auto update: Lenovo N22 11.6, Acer Chromebook R11, Sanance / Chromebook 14, Asus Chromebook C300SA and ThinkPad 11e Chromebook. 

As a precaution, we have temporarily paused the automatic updates for these units until we are confident the problem is root caused/resolved. 

We should be able to resume automatic updates in the next coming days and confirm on this bug accordingly.

Comment 31 by, May 31 2016

Thanks for the update - this will help users understand what is going on.

Comment 32 by, May 31 2016

Agreed! Much appreciated for looking into this! You guys are awesome.

Comment 33 by, May 31 2016

thanks for the update!!

Comment 34 by, Jun 1 2016

I have the exact same issue, I was about to return my R11 because of it, I am glad I found this thread, I spoke to two agents on chrome support neither of them were aware of this issue.

Please let your support team know about this bug. Hope this is fixed soon.

Comment 35 by, Jun 1 2016

Comment 36 by, Jun 2 2016

my r11 just updated:

Version 50.0.2661.103 (64-bit)
Platform 7978.74.1 (Official Build) stable-channel cyan
Firmware Google_Cyan.7287.57.64


Comment 37 by, Jun 2 2016

Confirmed, beta channel just updated

Version 51.0.2704.37 beta (64-bit)
Platform 8172.25.0 (Official Build) beta-channel cyan
Firmware Google_Cyan.7287.57.46

Comment 38 by, Jun 2 2016

Lenovo N22 11.6 and Acer R11 Chromebooks have been updated to latest Beta and Stable channels today. 

Other boards (Sanance / Chromebook 14, Asus Chromebook C300SA and ThinkPad 11e Chromebook) are expected to resume updates later this week

Thanks for the feedback and sorry for inconvenience while automatic updates where paused

Comment 39 by, Jun 2 2016

Thanks for taking care of this.

Comment 40 by, Jun 2 2016

I really wish I had known this prior to returning two R11's! I tried everything to get it working, and finally gave up. Google support seems completely unaware of this issue.

Comment 41 by, Jun 2 2016

 Issue 615198  has been merged into this issue.

Comment 42 by, Jun 2 2016

Excellent, update is there:

Version 50.0.2661.103 (64-bit)
Platform 7978.74.1 (Official Build) stable-channel cyan
Firmware Google_Cyan.7287.57.64

Comment 43 by, Jun 6 2016

Status: Fixed (was: Assigned)
This is fixed now

Comment 44 by, Jul 1 2016

hi iam on Verze 53.0.2773.0 dev (64-bit), since last week ( 22.6.2016 ) i cannot receive any update . What to do????? pls, help

Comment 45 by, Jul 1 2016

Labels: VerifyIn-53

Comment 46 by, Aug 29 2016

Labels: VerifyIn-54

Comment 47 by, Oct 7 2016

Labels: VerifyIn-55

Comment 48 by, Oct 10 2016

Does Verifyin-55 mean the bug persists in Chrome OS 55?   We have about 1500 R11 Chromebooks in a school GAFE environment, and the version discrepancies between those and our other Chromebooks are causing constant resets for our many of our students.

Comment 49 by, Oct 10 2016

VerifyIn-55 means that the issue was verified to be fixed in version 55, so it should not persist anymore. 

Can you provide some details on which channel and version your Chromebooks are stuck on?

Comment 50 by, Oct 10 2016

The R11's are mostly stuck on 52, although I found one on 49 this morning.  They were on the stable channel.   I tried to put them on the beta channel through Google Admin, but it didn't seem to make a difference.  They are not picking up the update, and when we go to them and try to update them manually they insist that they are already on the correct version.   The version isn't pinned or anything in Google Admin, and all our 720's and 740's updated to 53.

Comment 51 by, Oct 10 2016

A minor issue:

I've successfully updated my R11 to:

Version 53.0.2785.144 (64-bit)
Platform 8530.93.0 (Official Build) stable-channel cyan
ARC Version 3301557
Firmware Google_Cyan.7287.57.82

However, since the original issue was fixed last June, I never get the automatically updated "restart to complete update" notification in the tray.

I always have to go to help/info, and then click the "check for updates."  If an update is available it'll download it then, and I restart.

My Acer 720 always has the restart/arrow icon.


Comment 52 by, Oct 11 2016

The original issue here is fixed. The breakage reported in comments #48 and later is a new issue.  I've filed  bug 654797  to track it.

We need more info to investigate.  Please open the about page and hit "check for update" then immediately file a feedback report via alt+shift+i.  Include the text "for abodenha" in the report and comment on  bug 654797  when you've done it.

Comment 53 by, Oct 11 2016

Please also file a feedback report so we can look at the logs from your device

Comment 54 by, Oct 11 2016

ok, seems like Albert was already asking for the feedback report

Comment 55 Deleted

Comment 56 by, Nov 16 2016

I just got a new ASUS Chromebook Flip, C100PA-FS0008.

After unboxing, it is stuck on version 46.0.2490.82.
Says I am up to date in all channels (Stable, Beta, Dev).

I am connected to broadband Wifi. I also tried to enable update_over_cellular via crosh and factory reset.

I also used the report an issue button with this account, just after trying to update.

Comment 57 by, Nov 18 2016

Status: Verified (was: Fixed)

Comment 58 by, Jan 24 2017

Hey, everyone in here, I'd like to share my insight:
I also had an R11 that refused to update.
Here's how I solved it:
Follow the steps given here:
That led me to Error-messages in the Log like "Unable to receive HTTP Response".
So I took the Chromebook home and connected it to my private Wifi, it immediately started updating. After that I figured my Firewall was set too restrictive and was denying the update request.
It's very annoying that the Chromebook reports successfully checking in, and then having no update, despite obviously not being able to reach the server at all.

But, yeah, this has solved it for me now :)

Comment 59 Deleted

Comment 60 Deleted

Comment 61 Deleted

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