Chrome OS Diagnostics

Service & Support Training

CSWi20X | v083121
Lenovo Global Product Education

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Version History

Date Changes
August 31, 2021 First release

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Course Topics
• Topic 1: Overview
• Topic 2: Post-boot diagnostics
• Topic 3: Pre-boot diagnostics
• Topic 4: FAQ

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Learning Objectives
At completion of this course you will be able to:
• Recall the two diagnostic tools.
• Understand when to use each tool.
• Perform the diagnostic tests and collect the results.

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In a Nutshell
• Google has released a first set of diagnostics
tools for Chrome OS.

• Two independent tools:

– Pre-boot Diagnostics, available on select
devices.
– Post-boot Diagnostics, available on all
devices when updated to Chrome OS 90 or
newer.

• More tests will be added in future versions.

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Topic 1

Overview

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Pre-Boot Diagnostics
• When a Chromebook fails to boot into the
operating system, a Chrome OS Recovery
might be needed. However, this process can
be time-consuming and, if a hardware issue
causes the problem, fail.

• Therefore, Google built a pre-boot diagnostic

feature that tests the memory and storage of
the device. If those tests fail, the device will
most likely need to be repaired and a
Recovery might not be sufficient.

• 3 tests are offered: storage, quick memory

check, full memory check

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Post-Boot Diagnostics
• It is a one-stop hub for users and Support
Agents to easily investigate the battery, CPU,
and memory status of their Chromebook in
real time and run troubleshooting test
routines, where results and telemetric
information can be saved in a session log file.

• 3 tests are offered: battery, power, CPU,

memory

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What tool Should We Use First?
When customers are calling in for issues like: “My battery is draining too fast!”, “My computer is
really slow!”, “Something’s wrong with the memory/RAM” try this:

1. If the user can boot into the operating system, we suggest they first attempt post-boot
diagnostics (access by typing ‘diagnostics’ in the launcher)

2. If basic troubleshooting has already been attempted, including post-boot diagnostics; the pre-
boot diagnostics may provide more information. (i.e., more extensive coverage of the
memory)

When the issue is “My computer does not to boot into Chrome OS”:

1. If the device is unable to boot into Chrome OS due to a suspected internal hardware problem
such as memory or storage the pre-boot tool is recommended.

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Topic 2

Post-Boot Diagnostics

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Where Can I Get Post-Boot Diagnostics?
Use Diagnostics to troubleshoot your issue - Chromebook Help (google.com)

• Chrome OS Post-boot diagnostics is available on Google OS version 90 or newer.

Update your Chromebook's operating system - Chromebook Help (google.com)

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Launching the Diagnostics Tool: 1. Via Launcher
At the bottom-left of the screen, select the launcher

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Launching the Diagnostics Tool: 1. Via Launcher
Locate the omnibox, and type in “Diagnostics” to locate the tool.

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Launching the Diagnostics Tool: 2. Via Settings
At the bottom right of the screen, select the status tray.

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Launching the Diagnostics Tool: 2. Via Settings
Select Settings, select Search (the magnifying glass)

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Launching the Diagnostics Tool: 2. Via Settings
Type “Diagnostics” into the Settings search bar, then select Diagnostics in the search results.
Under “About Chrome OS” locate and select Diagnostics to open the app.

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Running the Tests
Now select the diagnostic you would like to run:
• Battery 10-15 min
• CPU 10-15 min
• Memory 10-40 min

Note: Only one test can run at a time.

Note: Running CPU tests can stress the device

significantly to the point where normal use may
be difficult.

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Running the Tests
Select Run Charge test to assess discharge rate.
Note: Chromebook should be unplugged from power for battery test.

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Limitation – Battery Charge Test
• Symptom: If the charge test is executed when the device is charged over 95% the test will fail.

• Solution: Make sure the device is no more than 95% charged before beginning the charge test.

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Test Results
If a test fails in any of the 3 testing routines, the
user may investigate more from the Help
Center or with the Support Agent.

A faster way to investigate why certain tests

have failed is clicking on “Why has this test
failed”?

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Session Log
• If a test fails session logs can be saved by
clicking Save session log (located at the
bottom of the Diagnostics tool)

• The log is saved into the “Downloads” folder.

• User can download the .txt file & share via

chat support, email, or verbally on the phone.

• Below an example of a session log file.

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 Questions?

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Topic 3

Pre-Boot Diagnostics
(Mini-Diag)

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Where Can I Get Pre-Boot Diagnostics?
• The table below shows the availability for the current products.
• Updating the OS to the correct version will enable the tool.

Lenovo Model Name MT SS date Pre-boot (Minidiag) Support?

IdeaPad Flex 5 Chrome 13ITL6 82M7 5/28/2021 Available at Ship Support
IdeaPad Flex 3 Chrome 11IJL6 82N3 5/30/2021 Available with Chrome OS 90 or newer
Lenovo 500e Gen 3 82J3, 82J4 6/23/2021 Available with Chrome OS 90 or newer
IdeaPad 5 Chrome 14ITL6 82M8 6/24/2021 Available at Ship Support
IdeaPad 3 Chrome 15IJL6 82N4 8/27/2021 Available with Chrome OS 91 or newer
IdeaPad Duet 5 Chromebook
82QS 9/30/2021 Available with Chrome OS 92 or newer
13Q7C6
C14 4/15/2022 Available at Ship Support

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1. Entering Recovery Mode
• If the system is unable to boot, the user may
see a failure screen prompting them to enter How to enter recovery mode?
recovery mode.
• Chromebook (clamshell): Remove all
• The pre-boot diagnostics is accessible connected devices, then hold down Esc,
via the recovery mode. Refresh ( ⟳ ), and Power ( ). When a
message shows on the screen, let go of the
other keys.
• Chrome OS tablet: Press and hold down
Volume Up, Volume Down, and the Power
button ( ) for at least 10 seconds.
• Chromebox: First, turn it off. Using a paper
clip or similar object, press and hold the
recovery button and power button ( ) at the
same time. When the screen turns on,
release the Recovery button.

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Launching Pre-Boot Diagnostics
Once you have navigated to the recovery screen, you will now find an option for pre-boot
diagnostics.

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Launching Pre-Boot Diagnostics
On the lower left-hand corner of the screen locate Launch diagnostics.

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Running the Tests

• Select the component you’d like to check

• Storage
• Quick memory check
• Full memory check

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Quick Memory Check
• This quick test scans the RAM
one time in less than a minute
to save the user time.

• Use this before the full memory

test to detect serious memory
malfunctions.

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Full Memory Check
• Run the full memory test if you
suspect the quick test didn’t catch
an issue as it runs multiple patterns
to detect transient errors.

• The length of the test varies

depending on GBs of RAM
(approximately 3-5 minutes)

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Storage Diagnostic

• If the device fails to boot,

diagnosing the storage is a quick
(approximately 1-2 seconds) way
to rule out whether the storage is
the cause.

• This provides a % of the

component wearing level (lifetime
of eMMC or NVMe storage used)

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Test Results: Quick Memory Check Failure
• Check for failure messages that might
indicate failing hardware.

• Next steps: if the quick memory test

succeeds but the user still thinks their
Chromebook is not performing optimally,
they may want to consider running the
full test.

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Test Results: Full Memory Check Failure
• Check for failure messages that might
indicate failing hardware.

• If the memory test fails, the

Chromebook may need hardware
replacement via RMA.

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Test Results: eMMC Storage
• Please refer to jedec.org for eMMC device
lifetime estimation storage codes (other than
0x00)

• Next steps: If the % surpasses the OEM

recommendation or if the storage cannot see
the diagnostic tool, an RMA may be
necessary.

• Inspect section “i.e. 0% - 10% device lifetime

used" to determine if an RMA is needed (the
higher the percentage is, the more the more
likely an RMA will be needed)

• If only 10% of the lifetime has been used, for

example, then the storage is most likely not
faulty and the user should try a factory reset.
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Test Results: NVMe Storage
• Please refer to SMART attribute wiki for
NVMe storage Critical Warning codes (other
than 0x00)

• Next steps: If the % surpasses the OEM

recommendation or if the diagnostic tool
cannot see the storage, an RMA may be
necessary.

• Percentage Used is similar to the device

lifetime used number as explained in the
section on eMMC above.

• *In addition, NVMe provides a Critical

Warning code. Anything other than 0x00
(indicating normal operation) may indicate a
hardware issue requiring RMA
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 Questions?

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FAQ

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Are pre-boot diagnostics and post-boot diagnostics bundled
together?
• No. Post-boot is not bonded with pre-boot, and will show up once the device OS is updated to
version M90 or later.

• The OS update can be performed by the customers themselves.

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Where are the log files for the post-boot diagnostics?
• There is a button in the app to download the session log.

• The log file is a .txt file and it is located in the download folder.

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The battery charge test always fails, what to do?
• Symptom: If the charge test is executed when the device is charged over 95% the test will fail.

• Solution: Make sure the device is no more than 95% charged before beginning the charge test.

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I have some feedback for Google, how to contact them?
• Post-boot diagnostics feedback: Diagnostics Feedback (google.com)

• Pre-boot diagnostics feedback: cros-partner-minidiag@google.com

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