Update Another major Chrome OS update bug is leaving users locked out of Chromebooks

Gandalf_The_Grey

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What you need to know
  • Reports of issues started flooding as Google pushed out Chrome OS update 91.0.4472.165 today.
  • Impacted users cannot log back into their Chromebooks, so do not update your Chromebook.
  • If your Chromebook asks to Restart to update, do not click Reboot and do not shut down your machine.
  • Google is aware of the problem, and a fix should be deployed soon.
  • If you're already locked out, you'll have to Powerwash your Chromebook to get back in. If your device is bootlooping before you can get to the lock screen, recover using a USB drive and the Chromebook Recovery Utility.
  • This is the second critical bug on the stable Chrome OS channel in less than a month.
Somehow, a major bug has slipped through three experimental channels and made its way into a Chrome OS stable channel — AKA the channel that the vast, vast majority of Chromebook owners are using. This bug is in Chrome OS 91.0.4472.165, and it is not allowing users to log back into their Chromebooks after the update, and in some cases, their laptop is bootlooping so they cannot access the lock screen. In these cases, you'll need to create a Chromebook Recovery USB stick using the Chromebook Recovery Utility and use that to re-image your Chromebook.

If the update has downloaded but installation has not finished, do not shut down your Chromebook. The update will install on your next reboot or system shutdown.

Google seems to be aware of the situation and should be working on a fix soon, but the update hasn't been pulled yet, it seems, so don't go to the About Chrome OS screen, do not check for updates, and do not shut down your Chromebook if you can help it.

Users who unfortunately got the update first are currently locked out of their machines, at least until they Powerwash them. Once impacted users factory reset their Chromebook, they can set it back up and get back in, but keep in mind this is a factory reset and will erase all local data and the Linux program data. If you can wait for a fix, you might be able to wait and then update your Chromebook from Guest Mode, but we have no timetable for a patch.
 

Gandalf_The_Grey

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[Update: Fixed] PSA: Latest Chrome OS update is locking some people out of their Chromebooks
Update 7/21: As of today, Google has begun rolling out another update to Chrome OS 91, specifically version 91.0.4472.167. Based on Google’s official update chart, nearly all Chromebooks are receiving the update simultaneously.

As mentioned below, if you’re on the affected version of Chrome OS and unable to log in to your Chromebook, you can use the built-in guest mode to receive this update without losing your files. Or, if you previously prevented your Chromebook from updating, you can now safely update.
In the event that your Chromebook has been updated to the affected version and it no longer accepts your account password, there are, unfortunately, only two options available to you. The most immediate fix is to reset your device, but this has the obvious consequence of losing your data. According to multiple reports, after a reset, newly added accounts seem to be working fine.

Alternatively, once a formal rollback process has begun, you should be able to update your Chromebook to fix the problem, but not in the way you normally would. At the login screen, instead of trying to log into your account, click the “Browse as guest” button in the bottom-left corner. Next, open the Settings app, then click About Chrome OS. You should be able to check for an update here and install it without issue.
 
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