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ChrisC, Computer Enthusiast
Category: Laptop
Satisfied Customers: 2266
Experience:  15 years as a professional computer technician.
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Hi,I have just received a new Samsung chromebook Series 5

Customer Question

I have just received a new Samsung chromebook Series 5 550 to-day. I connected charger and it started as it should. I then entered my details, internet address and password XXXXX After 20 minutes I turned the computer off and left it on charge. When I tried to start it, without the charger connected, after about 2 hours it failed to start. I connected it to the charger again, but without result. There is no charge light showing on the chromebook but the charge light on the charging unit is on.
Can you please advise.
Submitted: 4 years ago.
Category: Laptop
Expert:  ChrisC replied 4 years ago.
Hi George, my name is Chris and welcome to JustAnswer!

Based on your description, that unfortunately sounds like it's probably going to be a hardware problem with the machine. But there is one thing you can do to confirm this. Please walk through the following steps:

1. Disconnect the charger and remove the battery from the machine.
2. Hold down the power button for 30 seconds.
3. Re-connect the charger and re-insert the battery.
4. Attempt to power up the machine.

This is a laptop "reset" process that will sometimes resolve anomalous hardware issues.

If after performing the above the machine still will not power on, confirm that the charger is well connected to the computer. If that is the case, them I'm afraid it's going to be a hardware problem with the computer. Unfortunately, a small percentage of computers that roll off the assembly line will be defective in some way and it sounds like this is one of them.

Any brand new computer should work PERFECTLY and what you will need to do is return to the vendor that you bought it from and exchange it for a different one.

I really wish I had better news for you and I'm sorry you're having this problem! If you have any other questions on this, just let me know. You can reply back to me at any time via the "Reply to Expert" tab. And please remember to rate the answer for me before you run. I only receive credit for assisting you if my answer is rated at least "OK Service" or better.
Customer: replied 4 years ago.

Thanks for your input Chris. The battery on the chromebook 5-550 is a sealed unit and cannot be removed without lose of warranty cover. I have sent unit back to vendor for exchange.


Expert:  ChrisC replied 4 years ago.
Okay, sounds good, George. Bummer that you got a dud but they should get you all fixed up.