Google's Recover your Chromebook article covers the case where the operating system does not work properly. Recovery removes and reinstalls ChromeOS and permanently erases everything on the Chromebook's drive, so back up first where you can. It is for the error "ChromeOS is missing or damaged", or when other steps have failed. Before recovering, if you can sign in, turn it off and on, then reset it to factory settings (Powerwash: sign out, press Ctrl, Alt, Shift and R, choose Restart, then Powerwash and Continue).
If neither works, enter recovery mode: remove anything connected, then press and hold Esc and Refresh and press Power, letting go of Power. Choose Recover using internet connection, or, on older models, make a recovery USB drive of at least 8 GB with the Chromebook Recovery Utility extension in Chrome on another computer, and choose Recover using external disk. Work and school Chromebooks cannot be reset by the user.
Differential
Likely causes of “Acer Chromebook Plus 514 is stuck at startup, automatic repair or recovery”, and how to tell them apart
- 1
ChromeOS is missing or damaged
What separates it The screen shows that message because ChromeOS is missing or damaged
How to confirm Enter recovery mode and recover over the internet or from a USB drive, as Google's article describes
- 2
A corrupt profile or settings
What separates it The Chromebook runs badly or shows Reset this Chrome device
How to confirm Try Safety Reset, then a Powerwash after backing up
- 3
A failed update
What separates it The problem began after an update because of a failed update
How to confirm Restart, then follow Google's update-fault steps: Wi-Fi or Ethernet, reset, recover
- 4
A recovery drive that will not work
What separates it The drive is rejected or shows an unexpected error
How to confirm Erase and remake it, or use a different USB drive, as Google's error list says
- 5
A hardware fault
What separates it Recovery fails or the security module error appears because of a hardware fault
How to confirm Contact the manufacturer, as Google says, and give the model number
Before you touch a setting
Record this first — changing settings destroys the evidence
- The full model number, shown at the bottom of the recovery error message
- The exact message that shows on the screen
- Whether you can sign in and whether it is a work or school Chromebook
- Whether your files are backed up
Try in this order
0 of 7 completedBack up your files
ReversibleBack up your files, by copying what matters to Google Drive or an external drive.
Restart
ReversibleRestart, by turning it off and on again, as Google's first step, and then test again to see whether it helped.
Powerwash
ReversiblePowerwash, by signing out, pressing Ctrl, Alt, Shift and R, choosing Restart, then Powerwash and Continue.
Enter recovery mode
ReversibleEnter recovery mode, by removing accessories, holding Esc and Refresh, pressing Power, and letting go of Power.
Recover using the internet
ReversibleRecover using the internet, by choosing it on screen and following the instructions, and then test again to see whether it helped.
Or recover from USB
ReversibleMake a recovery drive of at least 8 GB with the Chromebook Recovery Utility on another computer.
Contact Acer if it fails
ReversibleContact Acer if it fails, and note the model number and the message on the screen.
Model-specific
What is true of this model and not of its siblings
- Newer models recover over the internet
- Google says newer Chromebooks can recover with an internet connection and older ones may need a USB drive. Try the internet option first.
- Repair cost
- Recovery from a USB stick costs nothing beyond the stick and the time. If recovery fails and the storage or board is at fault, an independent shop repair is typically $99 to $299 per BadgerLayer, with a free diagnostic.
Stop boundary
When this stops being a self-service repair
- !If recovery fails with the security module message, contact Acer to repair the Chromebook
- !If it is a work or school Chromebook, contact your administrator
- !If the recovery drive keeps failing on two USB drives, contact Acer Support
Evidence ledger
Sources behind this answer
Recovery mode, recovery over the internet, recovery USB drive and error messages.
Powerwash steps and when to use it.
The hard reset and the last-resort options.
The Chromebook and ChromeOS platform.
Shop price ranges for screen, battery, keyboard and charging-port repairs.
Exact questions
Common questions
Should I recover or Powerwash first?+
Powerwash first if you can sign in, since it keeps you out of recovery mode. Use recovery when the Chromebook shows ChromeOS is missing or damaged.
Is it worth trying a different USB drive?+
Yes. Google says some USB drives do not work well with recovery, and its error list suggests a different drive if one is rejected.
What does the recovery error message show at the bottom?+
Google says the model number appears at the bottom of the error message. Note it, because the recovery tool asks for it when you build a recovery drive.
What does recovery do?+
It removes and reinstalls ChromeOS and permanently erases everything on the Chromebook's drive, even downloaded files, per Google's article.
What is Powerwash?+
Google's factory reset for a Chromebook. It erases all user data on the drive, though files in Google Drive and on external drives stay.
How do I enter recovery mode?+
Remove anything connected, press and hold Esc and Refresh, then press Power and let go of it; release the other keys when the message appears.
What size USB drive do I need?+
Google says one that holds at least 8 GB and that you do not mind erasing.
Can I reset a school Chromebook?+
No. Google says if you use a Chromebook at work or school you cannot reset it; contact your administrator.