CfM device does not boot in OS mode (black screen) |
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Issue descriptionChromeOS version: 70.0.3538.110 ChromeOS device model: ASUS Chromebox CN60 (panther) Case#: 17312281 Description: This issue occurs on one device only. -SN: FAMSCX003109 -after using Ctrl+Alt+S a CfM device does not boot in regular OS mode but shows black screen -screenshot https://drive.google.com/file/d/10zKGsLYfqAtQ5MmOf1UzbcrXofHwpX5p/view?usp=sharing -the device can start properly in Meet mode Steps to reproduce: 1. Hit Ctrl+Alt+S in Meet mode to turn to OS mode 2. Login as domain managed user Current Behavior / Reproduction: Device goes to black screen Expected Behavior: Device goes to OS mode just as regular Chrome device Drive link to logs/screenshots/video: https://drive.google.com/drive/folders/1gYiMj5oI82ge09gGKfwPoh-Sqozm79TZ?usp=sharing -SN: FAMSCX003109 TROUBLESHOOTING -the device was reset to factory settings -customer tested with release channel set to auto -> after recovery to 69 the user logs in with Ctrl+Alt+S properly but the devices updates to 70 and after restart the same behavior occurs -on the black screen pressing "Tab" does not show debug details -if you type "Tab" followed by Enter key, the device will shut down after 3 attempts -the mouse is also disabled on the black screen. -customer confirmed the device had no hardware replacements Issue is not reproducible when non-domain user (i.e. @gmail.com) is logged in so it doesn't seem to be a hardware issue. Video: https://drive.google.com/open?id=1sq4Cts0bT0e1ig3JT8wJ9-vfGjEw2a_7 Test with newly created user with no policies in newly created OU under the root OU, no extensions are allowed to install NEWLY CREATED USER: cfmtesting@ -screenshot of policy status from cfmtesting@ https://drive.google.com/open?id=12DBCpuhnDg0XpNVo6U2MGEnj9ithP1um -policy list from cfmtesting@ https://drive.google.com/open?id=1B2BxE5QE3iFUiiuBd9j8-UmcW1hwxSYr -screenshot to confirm no apps are installed for the new test user https://drive.google.com/open?id=17Fla6c-LnuVOLzMiTsWJNlS9FzzHA5aG -Customer submitted feedback from the Hangouts mode (after reproduced the attempt to go to regular OS mode and restarted to get to Hangouts mode) -confirmed it happens for this device only -the SN is confirmed to be the same - the sticker and Alt+V both show FAMSCX003109, the device was never enrolled as regular Chromebook -each time after wipe or recovery the device will boot just once in OS mode properly with G Suite user and after that the black screen will start appearing (Hangouts mode works properly at all time) -debug logs, right after the device was recovered and customer signed in with @gmail.com account https://drive.google.com/open?id=1Ua8XNNdOoLKRP1K9amEu5Izxfi_BOZYv -the issue is reproducible on 69 in particular, was reproducible in 70 with switched release channel and I provided 68 to the cust for testing - they all show the same behavior
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Nov 30
We may need to get this device shipped to Google MTV office for investigation
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Dec 3
Assigning to marcuskoehler@ for CrOS triage.
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Dec 5
marcuskoehler@, any updates? Can we ask customer to ship the device to us?
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Dec 5
@ykrychala: Sure. Would be great to figure out if it's a device-specific problem or sth. generic. (Btw.: Excluding hardware issues by the fact that it works for GMail users doesn't seem valid for me. There are quite some policies that only apply for managed users. If one of these policies collides with any malicious hardware, it would be an hardware issue.)
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Jan 11
This issue has an owner, a component and a priority, but is still listed as untriaged or unconfirmed. By definition, this bug is triaged. Changing status to "assigned". Please reach out to me if you disagree with how I've done this. |
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Comment 1 by ykrychala@google.com
, Nov 30