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12-05-2016

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Re: Chromebook N22 - t y 5 6 not working after reloading

2016-12-05, 16:11 PM

The school system I work for has committed to Lenovo Chromebooks for all if it's 1:1 high schools and middle schools . There are 6 of them and over 1000 devices and more added each year. I am a tech for two of them. I have returned 12 so far this year with 5,6 keys not working and about 5 with various other keys not working. Another just came in this morning. It takes about a month from the time I ship them until the time I get them back. I have about 10 that are still held up at the repair facility. I suggest that, if you are a tech, that you keep up with all the ones that are sent back to the repair depot.

Shipping back to Lenovo has been expensive. I try to send at least 3 in a box and have shipped as many as 8-10 to save money. Though this may never happen, I am sure that shipping me replacement keyboards and letting me replace them myself would cost way less than shipping them back to Lenovo and having a tech replace the keyboard and then shipping them back. 

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12-05-2016

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Re: Chromebook N22 - t y 5 6 not working after reloading

2016-12-05, 18:03 PM

Lenovo finally sent a person to help replace keyboards for our school. I've had 40 N22 keyboard replacements. Some of the N22's I sent off for repair two months ago. I'm still waiting for them to be repaired and returned. Lenovo N22 keyboards are out of stock. Wonder why......

 

Not the N22's that have had the keyboards replaced are now having power issues. I have 10 N22's that will no long power on. 

 

All these warranty repairs are overwhelming. Way to time consuming! Any easy way to submit warranty claims and get Lenovo to paid for the shipping?

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17 Posts

12-06-2016

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Re: Chromebook N22 - t y 5 6 not working after reloading

2016-12-06, 15:29 PM

If you cannot get new keyboards quickly or don't want to spend time/money on sourcing new ones, I've come up with a very cheap solution that seems to work; all you need is some kind of soft foam padding and some tape (I used masking tape, but double-sided tape would be ideal).

 

1. Remove the screws on the underside and pop the keyboard assembly loose.

2. Then, flip the keyboard from the top edge (close to the screen) TOWARDS you. This will expose the keyboard cable, unfolded. Do not disconnect it from the board. This may sound obvious to most but for the longest time I didn't realize you could just flip the keyboard towards you and I would try and blindly fish around the keyboard/touchpad cables by lifting the bottom edge, only having a couple inches of clearance.

3. Make a small tape loop or use double-sided tape to stick the small piece of foam padding (maybe 1/2"x1/2" to the keyboard cable on one side next to where you see the crease in the cable - the goal here is to sandwich the foam in the fold of the keyboard cable. No need to stick the foam to both sides of the fold - one side is enough.

4. Carefully flip the keyboard back onto the Chromebook, making sure the keyboard cable is folding the way it used to, just with some foam in between it now. Put all the screws back in and you're good to go. 

 

I have done this on 4 different chromebooks with bad keys over a month ago and so far none have come back. I hope this helps people, especially those working at a school district; I feel your pain.

 

TL;DR: Pad the keyboard cable with a piece of foam between the fold.

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1 Posts

12-14-2016

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Re: Chromebook N22 - t y 5 6 not working after reloading

2016-12-14, 15:42 PM

I purchased 830 N22s in late May of this year.  About 600 of them are used in a 1 to 1 program at our two high schools.   Here in the past few weeks I have started to get more and more students turning in their N22 with keys not working.  I am up over 30 with this issue.  Sending them back is getting expensive and the turn around time is getting is a pain.    My biggest concern is what happens next year when the one year warranty is up.  This is a design/part quality issue that should be taken care of by Lenovo.   I have purchased 100 of thousands of dollars worth of servers, laptops, desktops, and chromebooks over the past five years.  I have been happy with all of their devices up to this point, including the N21 chromebooks that have been solid.  My experience with the N22s may be a deal breaker for purchasing from Lenovo in the future.  

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01-09-2017

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Re: Chromebook N22 - t y 5 6 not working after reloading

2017-01-09, 17:21 PM

Add my school to the list of schools affected by this issue.  We had about 200 devices purchase by us and our families and have seen about 20 devices with issues with the T and the Y keys, as well as the 5 and 6 keys, and even one with the control keys...and these are from the kids who have come forward with their issues.  Many have come up with ways to work around the issue and are not coming forward.  

 

Is there a way to escalate these returns?  We have a limited number of devices for loaners and have been turning kids away because of this issues.  The returns themselves have been taking a few weeks.  Is there a number my parents can call?  

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2 Posts

10-21-2016

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Re: Chromebook N22 - t y 5 6 not working after reloading

2017-01-10, 17:25 PM

We purcahsed 180 N22 chromebooks and have sent 15 of them back due to one error or another... if it is the t y 5 6 on a few units, then it is the 5 6 on still others.  the cost of shipping them back and having this corrected is not something a small district can afford... please get thsi corrected. 

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2 Posts

01-24-2017

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Re: Chromebook N22 - t y 5 6 not working after reloading

2017-01-24, 19:09 PM

Same at our school district.  We have had both power and keys not working issues.  We will also contact our sales rep because I am also concerned about expiring warranties.  

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2 Posts

10-21-2016

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Re: Chromebook N22 - t y 5 6 not working after reloading

2017-01-24, 20:34 PM

Laura from Lenovo has been very helpful.

 

Admin note; full name of Lenovo employee edited in accordance with the Community Guidelines

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1 Posts

02-09-2017

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Re: Chromebook N22 - t y 5 6 not working after reloading

2017-02-09, 21:40 PM

Is this solution still holding up 2 or more months later?

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4 Posts

11-09-2016

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Re: Chromebook N22 - t y 5 6 not working after reloading

2017-02-09, 22:47 PM

Pop the plam rest and pull the plug that connects to the battery. Make sure you have no AC power to unit, then hold power button down for 6 seconds. That does a reset. Plug in battery, replace palm rest and plug to AC power. Works most of time but remember warranty problem. 

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