Maximize resolution: Your guide to getting the most out of support 🚀
As a ChromeOS IT Admin, you ensure seamless, secure, and productive user experiences. For initial assistance, consult the articles in the Chrome Enterprise and Education Help Center. For further assistance, Google Enterprise Support is your 24/7 worldwide technical partner. Refer to the technical support services guidelines for detailed information on supported Chrome Services. Access important information regarding releases and service status: Release Notes: https://support.google.com/chrome/a/answer/7679408 Release Blog: https://chromereleases.googleblog.com/ Status Dashboard: https://www.google.com/appsstatus/dashboard/ Know your scope: What ChromeOS support covers Refer to the technical support services guidelines (TSSG) for comprehensive details on supported issue types for Chrome Services. While typical areas of supported and out-of-scope items are described below, the TSSG remains the definitive reference, and the examples provided are not exhaustive. Area Supported Items Out-of-Scope Items ChromeOS Devices Device enrollment, Enterprise policy configurations, Management of apps and extensions, OS issues. Third-party software, apps, extensions, or integrations. ChromeOS Flex Installation, Device enrollment, Audio or video challenges. Flex devices not on the certified model list. Chrome Enterprise Chrome Browser Cloud Management policies, Chrome installer packages. Third-party extensions, Design/Coding/Debugging APIs. 2. Set the pace: Choosing the right priority The priority you select dictates the pace of your case. Correct priorities help the support team focus on the most impactful issues first. Refer to How we prioritize your issue for more details. 3. Case creation best Practices: Provide the four key components Including as much information and detail as possible up front is the single best way to accelerate resolution by reducing the initial back-and-forth with support. Always include these four key components: A. Precise timestamps ⏰ When did the problem begin and end? The more specific (down to the second) the better. B. Problem & environment details 💻 What specific devices/models are affected? Which OS version? What applications are involved? Where did this occur? (e.g., production or test environment) . Attach logs (device logs, network logs), screenshots, or copies of error messages. C. Reproduction steps 🔄 Is the problem reproducible or intermittent? Provide full reproduction steps if possible. Describe what led up to the problem happening. What did you already rule out and test? D. Context and impact 📈 How does this impact your business? Are all your users affected, or only some? Do you have a workaround? Are there deadlines/key milestones at risk? Note : For quick "how-to" questions, support via chat is generally the most efficient method. However, for more complex issues that require extensive troubleshooting, it is recommended to submit a support case through the portal. This ensures that all pertinent information is captured and the appropriate priority level can be assigned, facilitating a quicker resolution. 4. Wrapping up: Case closure and feedback Upon confirmation that your issue has been successfully resolved, the support case will be closed. Following closure, you will receive a survey. Your feedback is invaluable in helping us enhance our services, so please take a moment to complete it. 5. Resolution and Escalation Guidance For more details on navigating resolution and escalation processes, please refer to the following resource: https://support.google.com/a/answer/10759436 Do you have any other questions or comments when it comes to support? Let us know if what you want to hear about next in our User Guide section.10 ChromeOS resources to bookmark as an IT Admin
Hello ChromeOS IT Admins! Here's a handy list of 10 essential resources to bookmark. These resources will help you stay up-to-date with the latest news, manage your ChromeOS devices effectively, and enhance your skills. ChromeOS Product Blog: Visit resource Stay updated with the latest official news, updates, and insights on ChromeOS. ChromeOS YouTube Video Playlist: Visit Resource Access a collection of videos covering various aspects of ChromeOS, including demos, customer stories, and security features. ChromeOS Help Center: Visit Resource Find comprehensive support articles and guides for managing ChromeOS devices in a business environment. ChromeOS Release Notes: Visit Resource - Subscribe Here Keep track of the latest ChromeOS updates, including new features, security enhancements, and changes for IT administrators. ChromeOS Device List: Visit Resource Discover the full range of ChromeOS devices to suit any enterprise requirement. Chrome Enterprise Recommended Website: Visit Resource Discover verified solutions and integrations from third-party partners that enhance your ChromeOS experience. ChromeOS Flex Device Certified List: Visit Resource Find a list of devices certified to work with ChromeOS Flex, allowing you to repurpose existing hardware. ChromeOS Auto Update Policy Device List: Visit Resource View makes/models and manage how and when ChromeOS devices receive updates to ensure security and stability. Online IT Admin Training: Visit Resource Enhance your skills with online training courses designed for ChromeOS IT administrators. Get ChromeOS Professional Admin Certified: Visit Resource Validate your expertise and become a certified ChromeOS Professional Administrator. And how about just one more bookmark! The ChromeOS Community: Visit Website We couldn’t have a shortlist of ‘go-to’ resources without shouting out this very community. Bookmark and come visit again soon! Best of luck!Mastering ChromeOS versions
Hello everyone! We all know how crucial it is to keep your ChromeOS devices running smoothly across anenterprise, especially with different versions deployed. Today, I want to highlight a fantastic, often underutilized, resource that can be a real game-changer for troubleshooting: chromiumdash.appspot.com/serving-builds?deviceCategory=ChromeOS It's packed with information that can help you quickly identify and resolve issues you might encounter. How can this website help you troubleshoot across different ChromeOS versions? Pinpoint Build Information: Ever wondered exactly what build your users are on, or what the latest stable, beta, or dev builds are for a specific device? This site gives you that information at a glance. Knowing the exact build can help you verify if a known bug has been fixed in a newer version, or if a reported issue is specific to an older release. Track Release Channels: You can see which versions are currently "serving" on Stable, Beta, Dev, and Canary channels. This is helpful when you're testing new features or trying to understand if an issue is present across all channels or just a specific one. Identify Recent Updates: If a user reports a problem right after an update, you can quickly check what changes went into that specific ChromeOS version. This can give you clues about potential regressions or new features that might be causing the issue. Compare Versions: Having trouble with a specific app or feature on an older ChromeOS version, but it works fine on a newer one? This site allows you to easily see the differences in release numbers, helping you narrow down when a fix might have been introduced, or when a change occurred that could be impacting your users. Plan Upgrades: By understanding the different serving builds, you can better plan your ChromeOS upgrade strategies and anticipate potential issues that might arise when moving to a newer version. In a nutshell, this website provides transparency into the ChromeOS release cycle, empowering you with the data you need to confidently troubleshoot problems across your diverse ChromeOS fleet. So next time you're facing a tricky ChromeOS issue, give this site a look – it might just have the answers you're looking for!
