Login loop on Chromebooks - anyone else having this issue today?

[TMBS]

Hi

 

We're having issues with students logging into Chromebooks which seems a little bizarre - is anyone else having issues today?

 

Students can log into the Chromebook, it allows them on to our student homepage (Google Site), when they try and access any Google App from here it loads a blank screen and on occasions asks them to log in again and goes into a loop. This only happens for Google Apps they can browse all other websites.

 

So far it is only happening on Chromebooks in our SEN OU, if we log in as an Admin user or Teststudent everything works as normal. When the affected students log into a Chromebook from a different OU everything works as normal.

 

As a workaround powerwashing the Chromebooks resolves the issue - I don't want to have to powerwash 300 Chromebooks though...

 

Any ideas?

 

Thanks

[BKGarry]

I had this yesterday with a chromebook, I went to it in the Admin Console, selected Reset and then the clear user profiles option.

[BKGarry]

If these chromebooks are shared, you can also Erase Local User Data under the User Data option in Device settings, that should wipe "Profiles" on logout/restart

[colly72]

We're having the same issue as of yesterday. Powerwashing has resolved it but really don't want to do this on all our fleet of Chromebooks!

[Oaktech]

I was warned about this by a friend when I started going Chromebook in a big way - I set 'erase all local user data' on every log out. It doesn't need to be there for a shared deployment.

[Sanchez]

We've had this yesterday and today. Different models, different OS revisions (all in the 98 range), different OUs. Only effecting one 2 one devices as shared Chromebooks have data wiped at logoff. We're just clearing profiles from the reset option in the admin console to sort it currently. If it becomes more widespread we might just do a mass reset on each affected OU.

[TMBS]

This has become more widespread for us. Yesterday it was one or two students in the same OU, today we've got staff and students from different OUs.

 

Anyone know what's causing it?

[Jaan]

We've started to get this today.

[fiza]

We just had our first report of this issue from a member of staff.

[fiza]

I am about to report this to Google. Anyone else already reported?

[TMBS]

I am about to report this to Google. Anyone else already reported?

I reported it this morning. They said they'd only had one other report and that turned out to be a WiFi issue and when the Chromebook was connected to a hotspot on their phone it resolved it.

 

Unfortunately we'd powerwashed all the Chromebooks that had the issue so couldn't troubleshoot with them. They've asked us to video the issue next time and send logs.

 

It seems to be more a profile issue for us??

[colly72]

I've logged it this morning too. Awaiting a response.

[TMBS]

Just had this back from Google Support:

 

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[TR]

[TD]

Good day! Thank you for contacting Google Workspace Support. My name is Angelo and I’m the one working on your case. I understand that you are having issues with student accounts having issues accessing Google services on a Chromebook.

 

In order for us to help resolve this concern, please follow the recommended troubleshooting steps below:

1.) Remove the profile of the user on the said device.

- From the sign in screen > select the profile and remove

2.) Try connecting the device to a mobile hot spot before logging in an check if the issue still occurs

3.) Update Chrome OS

4.) Upon logging in on the device > go to Chrome Browser settings and clear cache and cookies

5.) Wipe Chromebook - https://support.google.com/chrome/a/answer/1360642

6.) Whitelist Google Hostname on network level - https://support.google.com/chrome/a/answer/6334001

 

In case the issue still occurs please provide us the information below for further investigation.

 

1.) Serial number of Chromebook

2.) User account tested

3.) Chrome OS version

4.) Chrome policies > go to chrome:policies > export to Json

5.) Chrome extensions > chrome:extensions > Save as PDF

6.) Chrome OS logs

How to collect Chrome device logs - https://support.google.com/chrome/a/answer/3293821

7.) Video footage of the said issue

 

If there are other troubleshooting steps you tried that is not stated above please provide us the steps.

 

[/TD]

[/TR]

[/TABLE]

[TIOAOA]

We had this yesterday apparently. I was offsite so didn't witness it. The pile of Chromebooks on my desk are testament to it. However it appears to be working now on all the effected devices. Now just got to roam around returning them.

[PrimaryNetMan]

The fact that using a hotspot is fixing it for some could sugegst school firewall / filter issue? What's everyone using?

[DeGrimmy]

The two cases we've had here (from 2 users in entirely different OUs) have been fixed by powerwashing or clearing user profiles in the Google Admin panel as @BKGarry said. Seems to be profile related here. We've taken a couple of photos to pass on to Google Support.

 

The 2nd user also reported that a notification appears that says something along the lines of "User out of date" or "Profile out of date", but unfortunately, we didn't see this when taking the photos.

[EssentialRug]

Just had one of these this morning for the first time. We took the serial number and cleared user profiles from the admin console and that seemed to do the trick.

[colly72]

We're now getting this happening on devices where we've already cleared the user profile last week.

[gh5000]

Just had a few devices in with the issue. Clearing login cookies from Chrome (Ctrl Shift Delete window) resolved the issue. A bit less dramatic than deleting the profile

[fiza]

If these chromebooks are shared, you can also Erase Local User Data under the User Data option in Device settings, that should wipe "Profiles" on logout/restart

 

Does anyone else use NetSupport DNA etc on Chromebooks that go home with students? it seems that the "Erase local user data" would interfere with this reporting back to the DNA Server when the Chromebook is back on site.

[fiza]

Just had a few devices in with the issue. Clearing login cookies from Chrome (Ctrl Shift Delete window) resolved the issue. A bit less dramatic than deleting the profile

 

Where are you doing this key combination please? Chromebooks don't have a delete key.

[BKGarry]

I would assume, I know assumption can be bad, that if you are sending a chromebook home, that the chromebook is assigned to just one child, as as such you would not switch that setting on, but you would for shared devices, to keep local load low.

[fiza]

I would assume, I know assumption can be bad, that if you are sending a chromebook home, that the chromebook is assigned to just one child, as as such you would not switch that setting on, but you would for shared devices, to keep local load low.

It was one of the Chromebooks that we send home that ended up with login loop so we were looking to set "Erase local user data" for this OU.

[Sanchez]

Just an update from here. More devices this morning with the issue including some that have already had the profiles removed. Interestingly one of the devices affected was a loan device that has been off for ages and is still on Chrome OS 83. So doesn't appear directly linked to latest OS versions.

[paulkerton]

Open up Crosh and run

network_diag --hosts 

Make sure you can pass each one through your filters and/or TLS/SSL Inspection.

They need to all pass. Any timeouts or failures are going to be a pain.