Chromebook Factory Reset (Powerwash)¶
Complete procedure for factory resetting Chromebooks, including handling enterprise-enrolled devices and understanding enrollment limitations.
Overview¶
This guide covers: - Identifying if a Chromebook is enterprise enrolled - Performing a Powerwash (factory reset) - Understanding enrollment restrictions - Customer communication for enrolled returns
Important: Enterprise Enrollment¶
Enterprise Enrollment Warning
A Chromebook can be returned in an Enterprise Enrolled state. These devices are managed by an organization (school, company) and may have Powerwash disabled.
Signs of Enterprise Enrollment¶
| Indicator | Location |
|---|---|
| "Managed by [Organization]" message | Login screen |
| Organization logo | Boot/login screen |
| Limited settings access | Settings menu |
| "This device is managed" banner | System tray |
Why This Matters¶
- Enterprise enrolled devices cannot be fully reset without administrator intervention
- Even if the device appears factory reset, it may re-enroll automatically when connected to the internet
- The customer must deprovision the device from their Google Admin Console
Part 1: Check Enrollment Status¶
Before attempting a Powerwash, verify enrollment status:
Method A: Setup Screen Check¶
If the device shows the initial setup screen:
| Step | Action |
|---|---|
| 1 | Connect to WiFi during setup |
| 2 | Watch for enrollment messages |
| 3 | If "This device is managed by..." appears, it's enrolled |
Method B: Settings Check¶
If you can access the OS:
| Step | Action |
|---|---|
| 1 | Click the time/system tray (bottom right) |
| 2 | Click Settings (gear icon) |
| 3 | Scroll to About Chrome OS |
| 4 | Look for "Managed by" or organization name |
Part 2: Powerwash Methods¶
Method A: Keyboard Shortcut (Recommended)¶
Works at login screen or within OS:
| Step | Action |
|---|---|
| 1 | Power on or reboot the Chromebook |
| 2 | At the login screen, press Ctrl+Alt+Shift+R simultaneously |
| 3 | Click Restart when prompted |
| 4 | After restart, click Powerwash |
| 5 | Click Continue to confirm |
Shortcut Memory Aid
Ctrl+Alt+Shift+R - "CASR" for "Chrome Always Soft Resets"
Method B: Settings Menu¶
If you have access to the OS:
| Step | Action |
|---|---|
| 1 | Click the time/system tray (bottom right) |
| 2 | Click Settings (gear icon) |
| 3 | Click Advanced to expand |
| 4 | Scroll to Reset settings |
| 5 | Click Powerwash |
| 6 | Click Restart |
| 7 | Follow on-screen prompts |
Method C: Recovery Mode¶
If other methods fail:
| Step | Action |
|---|---|
| 1 | Turn off the Chromebook |
| 2 | Press and hold Esc+Browser Refresh (refresh is the circular arrow key) |
| 3 | While holding, press the Power button |
| 4 | Release all keys when "Chrome OS is missing or damaged" appears |
| 5 | Press Ctrl+D to enable Developer Mode |
| 6 | Follow prompts to reset |
Recovery Mode Limitations
Recovery mode may be blocked on enterprise-enrolled devices with forced re-enrollment enabled.
Part 3: Enterprise Enrollment Limitations¶
Forced Re-enrollment¶
If the device has forced re-enrollment enabled:
| Symptom | Explanation |
|---|---|
| Powerwash option missing | Administrator disabled it |
| Powerwash completes but device re-enrolls | Forced re-enrollment is active |
| "Developer mode is blocked" message | Security policy prevents bypass |
| Device re-enrolls after connecting to WiFi | Server-side enrollment record exists |
What We Cannot Do¶
Important Limitation
We cannot unenroll an enterprise-managed Chromebook. Only the organization's IT administrator can:
- Log into the Google Admin Console
- Deprovision the device
- Release the device from enterprise management
Part 4: Customer Communication¶
For Enrolled Returns¶
When a customer returns an enrolled Chromebook:
Template Message:
Dear Customer,
The Chromebook you returned is still enrolled in your organization's Enterprise Enrollment. This prevents us from performing a factory reset.
Please contact your IT administrator and request they deprovision the device from the Google Admin Console before returning it.
Once deprovisioned, the device can be successfully reset.
Thank you for your support.
Documentation Required¶
| Item | Action |
|---|---|
| Serial Number | Record from device |
| Enrollment Organization | Note the "Managed by" name |
| Customer Contact | Log communication |
| Return Status | Mark as "Awaiting Unenrollment" |
Powerwash Data Removal¶
A successful Powerwash removes:
| Data Type | Removed |
|---|---|
| User accounts | ✓ |
| Downloaded files | ✓ |
| Saved passwords (local) | ✓ |
| Browser history | ✓ |
| App data | ✓ |
| WiFi networks | ✓ |
| Bluetooth pairings | ✓ |
Google Account Data
Data synced to the user's Google account is not deleted from Google's servers. Only local data on the device is removed.
Troubleshooting¶
Powerwash Option Not Available¶
- Device is enterprise enrolled with Powerwash disabled
- Contact customer to request deprovisioning
Keyboard Shortcut Doesn't Work¶
- Ensure you're at the login screen (not OOBE)
- Try holding keys for 2-3 seconds
- Some keyboard layouts may differ
Device Re-enrolls After Reset¶
- Forced re-enrollment is enabled
- Cannot be bypassed without administrator action
- Document and return to customer
"Chrome OS is Missing" After Powerwash¶
- Create a Chrome OS recovery USB
- Use the Chromebook Recovery Utility
- Boot from USB and reinstall Chrome OS
Quick Reference¶
Keyboard Shortcuts¶
| Shortcut | Function |
|---|---|
| Ctrl+Alt+Shift+R | Powerwash (at login screen) |
| Esc+Browser Refresh+Power | Recovery mode |
| Ctrl+D | Enable developer mode (in recovery) |
LED Indicators (varies by model)¶
| LED | Meaning |
|---|---|
| Solid white | Powered on |
| Blinking white | Standby |
| Orange/Amber | Charging |
| No LED | Powered off or dead battery |
Process Verification Checklist¶
| Task | Verified | Notes |
|---|---|---|
| Enrollment status checked | ☐ | Enrolled / Not Enrolled |
| Powerwash attempted | ☐ | |
| Reset successful | ☐ | |
| Device at setup screen | ☐ | |
| No enrollment message | ☐ | |
| Ready for redeployment | ☐ |