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Two Chromebooks, 1.17x works, 1.18x blackscreens

Comments

9 comments

  • April Bedenbaugh

    This is the exact thing that happened to me and my son's Chromebooks. If you hear anything plz post.

    1
  • Danny Support
    Beacon of Knowledge Bug Zapper Support

    Sorry to hear Rob and April!

    The dev team is aware of this issue and is working to resolve it.

    We really appreciate your patience and so sorry you are running into it.

    If you get any error reports generated from the stuck screen, please feel free to link them here.

    Thank you!

    1
  • Rob Martoncik

    Do you have any update on this ticket? Multiple of my daughter's friends in school are having the same issue. They're really disappointed they can't play at all anymore.

    1
  • Rob Martoncik

    Danny -- Have there been any updates to this?  I did more troubleshooting with the community.  One of the Chromebooks is a Samsung w/ Intel Processor (working on MC v1.17); the other that was working on MC v1.17, but stopped when upgraded to 1.18 (stays at logo screen) is an Acer 32 bit MediaTek processor (Acer Spin 311).  It does not seem this ticket is being worked any longer?  My research shows that sys requirements now show an Intel or AMD chip is required:  https://educommunity.minecraft.net/hc/en-us/articles/360047556591-System-Requirements  ...  I did also find this post https://educommunity.minecraft.net/hc/en-us/articles/4404969825044-Known-Issues-on-Chromebook  and checked that i'm on v 103 or something of Chromebook OS and updated the 'Android System Webview' as described and that did not fix it.  Please provide any guidance or let me know if it will never be compatible with this new Chromebook, so I can stop troubleshooting for my daughter and figure out an alternative.

     

    Users can't log into Minecraft: Education Edition

    Description

    On some older, low spec Chromebooks some users will either crash after launching the app or get stuck trying to log into the app. We see this most commonly on 32 bit OS MTK processor Chromebooks.

    Status

    Fixed by Chrome OS v92 update, see below.

    Workaround

    Follow these steps as a workaround:

    1.       Update the Chromebook to at least Chrome OS v92

    2.       Manually update "Android System Webview" from the Playstore

    0
  • Dominick Support
    Bug Zapper Support

    Hello. Thank you for sending this information and we are still actively working on this black screen bug. We have started seeing a trend where any small interruption in communication to our servers can cause this freezing issue. We suggest that you check any potential blocks like firewalls, AV software, VPNs, or proxies. The main thing to try is to check our updated URL list and make sure all are added to the allow list and see if adding our application as a trusted source to your AV software helps. Do a power wash after making any changed to your network before attempting the login again. 

    1
  • Rob Martoncik

    Dominick,  Thank you for the detailed response and confirming you are still investigating!  I will check again, but I don't believe that my Chromebook has any more AV software than is stock on a Chromebook.  I also don't know if there is a separate allow list on the trimmed down OS.  But I will check.  I have powerwashed a few times now.  I have also confirmed a 400/25 meg pipe speed down/up stream, and the other Chromebook is working still, so I figure the Firewall rules are ok?  Keep me in the loop.  Are you saying you don't believe it has to do with the lower spec processor at all?  ARM vs an "Intel or AMD"

    0
  • Dominick Support
    Bug Zapper Support

    That is correct I do not think the processors are causing the issue at this time since many other users are seeing something similar after the recent update. We are still investigating this please bear with us. 

    0
  • Rachel McIntyre

    Hello, my son's chromebook is also experiencing this issue. Tried all the workarounds but no success. Any updates on a hotfix for this issue?

    0
  • Dominick Support
    Bug Zapper Support

    There is no fix or ETA I can offer at this time. We ask customers experiencing this issue to file a report with google by pressing alt+shift+i , filling out the info requested, include the #minecraftedu tag in their report. Google is looking into this as well with us. 

    0

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