If your Chrome device shows the error "ChromeOS is missing or damaged. Please insert a recovery USB stick or SD card," you'll need to perform a recovery. Recovery removes and reinstalls the operating system (OS).
If you're using a managed Chrome device, contact your administrator before proceeding, as they may be able to assist directly.
Recovery permanently erases all data on the device's internal storage. Back up any important files before continuing if possible.
You can click here to watch a video tutorial that also outlines the same steps below in the article.
Before you attempt recovery
If you can still sign in, try these steps first, as they may resolve the issue without a full recovery:
Turn your Chromebook off, then back on again.
If the error persists, try resetting to factory settings (Powerwash).
If neither step resolves the error, proceed with recovery below.
What you'll need for ChromeOS recovery
The Chrome device showing the error
A separate computer (Windows, Mac, or another Chromebook) with Google Chrome installed
A USB flash drive with at least 8 GB of storage (all data on it will be erased) if Internet recovery method is not compatible.
Internet recovery (Only for newer devices)
If your device supports it, this is the quickest method, and no USB drive required.
After entering recovery mode, select Recover using internet connection.
Follow the on-screen instructions. The device will restart automatically once recovery is complete.
If the Recover using internet connection option doesn't appear, your device may not support internet recovery. Use the USB method below instead.
USB recovery (all devices)
Use this method if internet recovery isn't available or doesn't work.
Create recovery media
On a separate working computer:
Open Google Chrome.
Install the Chromebook Recovery Utility extension.
Open the extension via the Extensions icon. If it doesn't appear, go to Manage Extensions and ensure it is enabled.
Click Get started.
Click Select a model from a list, or type in your device's model number — shown at the bottom of the error message on screen.
Click Continue.
Insert your USB flash drive and select it from the dropdown menu.
Click Continue, then Create now.
When you see "Your recovery media is ready," safely remove the USB drive.
Start recovery
On the device with the error:
Insert the USB flash drive you just created.
Select Recover using external disk and follow the on-screen instructions.
Troubleshooting recovery errors
If you encounter an error during recovery, try the steps below.
"An unexpected error has occurred"
Erase the USB drive using the recovery utility (Settings > Erase recovery media), then try recovery again. If the issue persists, try a different USB drive — some drives are not compatible with the recovery tool.
"Please remove all connected devices and start recovery"
Disconnect all peripherals from your device, then re-enter recovery mode.
"The device you inserted doesn't contain ChromeOS"
Confirm you've inserted the correct USB drive. If you have, erase the drive using the recovery utility and try again, or use a different USB drive.
"The security module on this device isn't working"
This requires hardware-level support. Contact your device manufacturer or Google Support.
Can I reuse the USB drive after recovery?
Yes, you can restore it for general use:
Open Chrome on any computer and launch the Chromebook Recovery Utility.
Click Settings (gear icon), then select Erase recovery media.
Select your USB drive and click Continue, then Erase now.
Once complete, reformat the drive using your operating system's disk tool.
Contact Google support if issues persist with the ChromeOS hardware
If recovery doesn't resolve the issue, contact Google Support. They are best placed to help with ChromeOS and Chrome hardware issues. ScreenCloud support can only assist with issues specific to the ScreenCloud Player app on ChromeOS.
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