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Issue metadata

Status: Duplicate
Owner: ----
Closed: Sep 2017
EstimatedDays: ----
NextAction: ----
OS: Chrome
Pri: 3
Type: Bug



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Chromebooks get stuck in Chrome boot logo or black screen (Trigger happens randomly)

Project Member Reported by llinares@chromium.org, Aug 31 2017

Issue description

Chrome Version: 60.0.3112.112 
OS: Chrome OS
- Devices make/model 
Asus C213SA (REEF)
Acer C740 (Paine)

What steps will reproduce the problem?
(1)Enroll Chromebook
(2)Wait for a few hour or days of regular usage.


What is the expected result?
Should be able to boot to the sign in screen at all times

What happens instead?
Eventually, device gets stuck at the initial Chrome logo screen.

Existing workarounds.
-Recoverying the device will allow it to get back to normal, but eventually the devices goes back to the same behavior, not being able to boot to the sign in screen.
-Wiping does not resolve the problem.

Logs and video replicating the issue can be found at (google.com sign in required) https://drive.google.com/drive/folders/0BzWUz38-X_A9dHBBcGZWa1F0cDQ?usp=sharing 


 
Labels: OS-Chrome

Comment 2 by bhousew...@cvc.org, Sep 5 2017

I can reproduce this issue on several ASUS C213SA Chromebooks, both enrolled in our domain and not. 


1. First I use Esc+Refresh+Power, Ctrl+D, Enter, Space, Enter to restore the OS. If I shut the device down at this point it will boot up fine. (I also used the USB drive method to reinstall the OS, but the results were the same)
2. Then I join a WiFi network and enroll the device in our domain (we use forced re-enrollment). If I shut the device down at this point it will boot up fine.
3. I then sign in with a domain user. If I shut the device down at this point it will boot up fine.
4. I sign out of that user (or use the shut down icon) to return to the login screen. Click Add person and sign in with a different account. If I shut the device down at this point it will boot up fine.
5. I repeated the above step with up to 4 additional users users without any ill-effect. 
6. When I'm at the home screen looking at any number of previously signed-in users, choose any one and click "Remove this person". Then click on the red REMOVE THIS USER button. At this point if the device is restarted, lid closed, or shut down it will not boot past the first white screen. It will load the white screen for 

I also have an ASUS C213 that has never been enrolled in our domain. If I reload the OS on this non-domain device and sign in with a gmail user, then add a second gmail user, then remove the second gmail user (I can't remove the first because they are the device owner), I cannot add another user. Instead when I click on the "Add Person" button the screen goes black for 2-3 seconds then comes back to the existing user photo. This workflow completely excludes our domain settings from the equation, but still shows some odd behaviour related to adding and removing users. This device is currently running 60.0.3112.112. 

This issue also occurs when entering or exiting Kiosk mode (with User Data set to "Erase all local user data" in the Device settings). The difference is that when it boots and displays the white logo screen, it stays there. With the other method removing users from the home screen it loads the white boot screen for about 15 seconds, then reboots and the screen goes black and loads the white screen again where it stays (like in the video). When entering or exiting a Kiosk session it boots to a white logo screen and stays there without the extra reboot. 

Furthermore, if entering the Kiosk mode is the first thing the Chromebook does after re-enrolling in the domain (i.e. no user has signed in yet), it will enter the kiosk fine but freeze on the next reboot when the Kiosk policy is no longer in place. If a user has already signed in to the Chromebook and I move the device into an OU with Kiosk mode enabled, and then that user clicks Sign out or restarts to allow the Kiosk to take over, the device will freeze on the white screen on the next boot. 

As far as I can tell, there seems to be something going on with erasing user data that causes this issue since I think each scenario has some form of erasing a previous user's data in the workflow. 

I think the only scenario where I've encountered this issue on a device other than these ASUS Chromebooks is when a Chromebook is remotely disabled, and then re-enabled. I've seen this same white screen happen when a device is re-provisioned again. Those devices were Acer C740 running a variety of Chrome OS versions ranging from v56 to v60. 

Mergedinto: 760337
Status: Duplicate (was: Untriaged)

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