Chromebook doesn't do anything anymore?

For about 3 days the laptop really doesn't do anything anymore. I guess my grandma just closed it when it was in the browser. Nothing can be clicked on the laptop, let alone a key combination still works. I googled everything and tried. I'm hopeless The laptop is not a week old.

Do you still know helpful solutions?

Have you ever held the power button down for 10 seconds?

Normally they come back to the push

Yes of course, as I said I did everything possible

Can you remove the battery? Would be a possibility