Chromebook Login Issues

In addition to incorrect passwords, several other login issues may occur.

A Correct Password Does Not Work

Ensure the keyboard on the login screen is set to English (US) rather than British, French, or another layout. See the following KB article for instructions on checking or changing the layout:

https://helpdesk.myprps.com/KB/View/98478918-chromebook-how-to-change-logon-screen-keyboard-layout

“Something Went Wrong: Could Not Mount Cryptohome”

This error often occurs after a password change. The only solution is to perform a powerwash. See the following KB article for instructions:

https://helpdesk.myprps.com/KB/View/94777810-powerwash-a-chromebook

“To Unlock and Restore Your Local Data, Please Enter Your Old Chromebook Password”

This message may appear after a password change. Entering the old password is not required. Select Forget your old password?, then select Proceed anyway.