Neverware is committed to bringing the best technology from Chromebooks to your PCs and Macs - we do this with regular updates that automatically deploy to all CloudReady devices. Our latest update, v57.2, brings one of the most unique Chromebook features to CloudReady by removing a graphics layer (the X server) to create a more efficient, direct connection between the browser and display. You can read more about v57.2 and this major change on our release blog post.
Such far-reaching changes can destabilize hardware compatibility for various computer models, causing problems with touchpads, touchscreens, and graphics in the case of v57.2. Neverware's QA team maintains all CloudReady certified models to find and repair any such issues, guaranteeing that a new version will work as reliably as the previous one. However, when using an non-certified device, our team does not have a reference device to check against, making it impossible for us to prevent such issues.
If you are using non-certified devices in your organization, you may find that computers which update to v57.2 have different, reduced, or entirely broken hardware compatibility with CloudReady.
If you are in this situation:
- Contact us immediately:
Please contact our support team with the details of your issue. It is important to include:
- A detailed description of the issue/problem you are seeing now, and how it was working before
- The MAC address of the device having the problem (you can find this in the top-right corner of the device's login screen)
If you are not able to check the MAC, provide the detailed Model name.
- Disable automatic updates:
If your devices are working on v56, you can disable automatic updates to prevent them from moving to v57.2 where you are seeing the issue. You can disable updates two ways:
- If you devices are enrolled, you can visit the Google Admin Console and, under Device Management > Chrome Management > Device Settings, set "Allow automatic updates" to disabled.
- If your devices are not enrolled, you can black list the following URL to prevent updates on your organization's network: " https://cloudready-update-server-2015-03-12.neverware.com "
- Reinstall v56:
It is not possible to "rollback" an update on a CloudReady or Chrome device, so if some or all of your devices have already updated to v57.2 and are showing problems, you will need to reinstall them with v56 in order to keep using them.
- Check your existing USB installer(s) or the existing image in the my.Neverware.com downloads tab - if that image is v56, you can use that for reinstalling
- If the USBs and download image available to you are not v56, or you aren't sure, contact Support and we can provide you with one.
- Switch to using certified models:
Neverware maintains a list of certified models which we support and guarantee performance on across releases. We're able to do this because we keep a reference device for every certified model here, in our QA lab, for testing. Though we are always improving and maintaining CloudReady in every way we can, we cannot guarantee the ongoing functionality of non-certified models in the same way.
For this reason, we strongly encourage customers to transition to using certified models to whatever extent is possible.