If requested, follow these steps to powerwash (factory reset) a Chromebook.  Make sure you know your WiFi password before performing these steps; you will need it later in the process.  Also, copy any files you want to keep from your Downloads folder, as that will be cleared by the reset.  See Manage your files with Google Drive for steps and info.

1. Reboot or power on the device to reach the "Sign into your Chromebook" screen.
2. Press Ctrl + Alt + Shift + R on the keyboard, all at the same time.
3. A prompt may ask to restart the Chromebook. If so, press Restart.
4. A prompt will ask if you really want to powerwash your Chromebook. Press Powerwash, then confirm that's what you want to do in the pop-up.
5. After a moment, the device will restart and show a welcome screen. Press Get Started.
6. Re-connect to WiFi, then sign back into the device.  GOAL devices will automatically re-connect to our management.

At this point, you should be back at the sign-in screen. Sign in and see if your problem has been resolved!