HP ENVY 13-ah1000 Maintenance and Service Guide
HP ENVY 13-ah1000 Manual
 |
View all HP ENVY 13-ah1000 manuals
Add to My Manuals
Save this manual to your list of manuals |
HP ENVY 13-ah1000 manual content summary:
- HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 1
HP ENVY 13 Laptop PC Maintenance and Service Guide IMPORTANT! This document is intended for HP authorized service providers only. - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 2
and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. Second Edition: August 2018 First Edition: April 2018 Document Part Number: L18267-002 Product notice This guide describes - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 3
Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 4
iv Safety warning notice - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 5
11 Labels ...11 Computer components ...12 Miscellaneous parts ...18 4 Removal and replacement preliminary requirements 20 Tools required ...20 Service considerations ...20 Plastic parts ...20 Cables and connectors ...21 Drive handling ...21 Grounding guidelines ...22 Electrostatic discharge damage - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 6
Windows by product name or number (select products only) ...52 Installing HP PC Hardware Diagnostics Windows 52 Using HP PC Hardware Diagnostics UEFI ...52 Starting HP PC Hardware Diagnostics UEFI 53 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive 53 Downloading the latest - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 7
, and refreshing using Windows tools 59 Restoring using HP Recovery Manager and the HP Recovery partition 59 Recovering using HP Recovery Manager 60 Recovering using the HP Recovery partition (select products only 60 Recovering using HP Recovery media 61 Changing the computer boot order 61 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 8
viii - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 9
HP ENVY 13 Laptop PC (model number 13 ● 13.3-in, 13.3-in bezel ● 13.3-in, UHD 13.3-in, FHD (1920×1080), BrightView, WLED, LCD, UWVA 72 300, eDP 1.3+PSR, ultraslim, non-TouchScreen display assembly with narrow bezel ● 13 filter ● 13.3-in, FHD ● 13.3-in, filter ● 13.3-in, FHD narrow bezel ● 13.3-in, FHD - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 10
drive with TLC External DVD+/-RW SM DL Drive Fixed (no tilt) integrated webcam, with LED Dual array microphones Quad Band&Olufsen speakers Support for HP Audio Boost 2.0 Integrated wireless local area network (WLAN) options by way of on-board wireless module Two built-in WLAN antennas Compatible - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 11
2 External component identification The computer features top-rated components. This chapter provides details about these components, where they are located, and how they work. Locating hardware To find out what hardware is installed on the computer: ▲ Type device manager in the taskbar search box, - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 12
Right side Item (1) Component Fingerprint reader (2) USB port with HP Sleep and Charge (3) AC adapter and battery light (4) Power connector Description Allows a fingerprint logon to Windows, instead of a password logon. ▲ To use the fingerprint reader, - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 13
For additional safety information, refer to the Regulatory, Safety, and Environmental Notices. To access this guide: ▲ Select the Start button, select HP Help and Support, and then select HP Documentation. NOTE: When a device is connected to the jack, the computer speakers are disabled. (2) USB - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 14
of the Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: 1. Type support in the taskbar search box, and then select the HP Support Assistant app. ‒ or - Click the question mark icon in the taskbar. 2. Select My PC, select the Specifications - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 15
TouchPad Item Component (1) TouchPad zone (2) Left TouchPad button (3) Right TouchPad button Description Reads finger gestures to move the pointer or activate items on the screen. Functions like the left button on an external mouse. Functions like the right button on an external mouse. - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 16
Lights Item (1) Component Power light (2) Caps lock light (3) Mute light Description ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a powersaving state. The computer shuts off power to the display and other unneeded components. ● Off: The computer is off or in - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 17
Button Component Power button Description ● When the computer is off, press the button to turn on the computer. ● When the computer is in the Sleep state, press the button briefly to exit Sleep. ● When the computer is on and you want to lock the screen, press the button until you see the sign-in - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 18
Bottom Component (1) Vent (2) Speakers (2) Description Enables airflow to cool internal components. Produce sound. 10 Chapter 2 External component identification - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 19
and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. Labels The labels affixed to the computer provide information that may be needed when troubleshooting system problems or travelling - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 20
Computer components 12 Chapter 3 Illustrated parts catalog - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 21
Item Component Spare part number (1) 13.3-in. display assembly: UHD, BrightView, TouchScreen display assembly in natural silver finish L39192-001 UHD, BrightView, TouchScreen display in Greece L19540-151 For use in Hungary L19540-211 For use in Israel L19540-BB1 Computer components 13 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 22
Item Component For use in Italy For use in Japan For use in Latin America For use in the Netherlands For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in Slovenia For use in South Korea For use in Spain For use in Switzerland For use in Taiwan For use in - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 23
Item Component For use in Russia For use in Saudi Arabia For use in Slovenia For use in South Korea For use in Spain For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in the United Kingdom For use in the United States In pale gold finish: For use in - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 24
Item (3a) (3b) (3c) (5) (6) (7) Component Spare part number For use in Taiwan L19541-AB1 For use in Thailand L19541-281 For use in Turkey L19541-141 For use in the United Kingdom L19541-031 For use in the United States L19541-001 TouchPad (does not include bracket or cable): For use - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 25
Item (8) (9) (10a) (10b) (11) (12) (13) (14) Component Spare part number Equipped with an Intel Core i5-8265U 1.60-GHz quad core processor (2400-MHz FSB, 6.0MB L3 cache, 15.0-W), an - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 26
: Premium power cord (for use in Europe and South Korea) HP USB external DVD/RW drive HP USB-to-Gigabit RJ45 adapter HP USB-C-to-HDMI 2.0 adapter HP USB-C-to-MultiPort hub HP USB-C-to-RJ45 adapter HP USB-C-to-USB-A dongle HP USB-C-to-USB-A hub HP USB-C-to-VGA adapter Power cord (C5 connector, 1.00 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 27
Component For use in Switzerland For use in Taiwan For use in Thailand For use in the United Kingdom Power cord for use in India (C5 connector, 1.00-m, STR, PRM) Rubber Foot Kit (includes bottom cover rear foot strip): In natural silver finish In pale gold finish Screw Kit Spare part number L19351- - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 28
screw driver ● Phillips P00 and P0 screw drivers ● Torx5 screw driver Service considerations The following sections include some of the considerations that you must keep in only at the points designated in the maintenance instructions. 20 Chapter 4 Removal and replacement preliminary requirements - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 29
Cables and connectors CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the reassembly process. Improper the drive in a bubble pack mailer or other suitable form of protective packaging and label the package "FRAGILE." Service considerations 21 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 30
Grounding guidelines Electrostatic discharge damage Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many cases, ESD contains enough - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 31
material. ● Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and equipment. ● Use conductive field service tools, such as cutters, screw drivers, and vacuums. ● When fixtures must directly contact dissipative surfaces, use fixtures made only of static - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 32
with ground cords of one megohm resistance ● Static-dissipative tables or floor mats with hard ties to the ground ● Field service kits ● Static awareness labels ● Material-handling packages ● Nonconductive plastic bags, tubes, or boxes ● Metal tote boxes ● Electrostatic voltage levels and - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 33
current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. There are as many as 50 screws that must be removed, replaced, and/or loosened when servicing Authorized Service Provider only parts - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 34
Bottom cover Description In natural silver finish In pale gold finish Spare part number L19522-001 L19523-001 Before disassembling the computer, follow these steps: 1. Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 35
4. Remove the bottom cover (3). Reverse this procedure to install the bottom cover. Component replacement procedures 27 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 36
Battery Description 4-cell, 53-WHr, 3.54-AHr, Li-ion battery (includes cable) Spare part number L08496-855 Before removing the battery, follow these steps: 1. Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 37
5. Remove the battery (2). Reverse this procedure to install the battery. Component replacement procedures 29 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 38
Solid-state drive Description 1-TB, 2280, PCIe, NVMe, SS solid-state drive with TLC 512-GB, M.2 2280, PCIe, NVMe, SS solid-state drive with TLC 512-GB, 2280, PCIe, NVMe solid-state drive 360-GB, 2280, PCIe, NVMe solid-state drive with TLC (Asia Pacific Japan only) 256-GB, 2280, PCIe, NVMe solid- - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 39
country or region. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support. Before removing the WLAN module, follow these steps: 1. Shut down the computer. If you are unsure whether the computer is off or in - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 40
3. Remove the WLAN module (3) by pulling the module away from the slot at an angle. NOTE: WLAN modules are designed with notches to prevent incorrect insertion. Reverse this procedure to install the WLAN module. 32 Chapter 5 Removal and replacement procedures - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 41
Front speakers Description Front speakers (include left and right front speakers, cables, and four rubber isolators) Spare part number L19530-001 Before removing the front speakers, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 42
System board NOTE: All system board spare part kits include a processor and replacement thermal material. Description Spare part number Equipped with an Intel Core i7-8565U 1.80-GHz quad core processor (2400-MHz FSB, 8.0-MB L3 cache, 15.0-W), an NVIDIA N17S-LG GeForce MX150 (256-MB×32, 2 pieces) - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 43
terminal. The #2/ black WLAN antenna cable connects to the WLAN module "#2/Aux" terminal. (3) Webcam ZIF connector cable (4) Adhesive strip supporting the display panel ZIF connector cable (5) Display panel ZIF connector cable (6) Rear speaker cable (7) Backlight ZIF connector cable (8) Keyboard ZIF - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 44
3. Swing the display hinges (2) up and back. 4. Remove the Phillips M2.5×4.0 screw (1) that secures the fingerprint reader bracket to the keyboard/ top cover. 5. Remove the fingerprint reader bracket (2). The fingerprint reader bracket is available using spare part number L24829-001. 6. Remove the - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 45
7. Remove the four Phillips M2.0×3.2 screws (2) that secure the system board to the keyboard/top cover. 8. Release the power connector (1) from the clips built into the keyboard/top cover. 9. Remove the system board (2). 10. Remove the system board. Reverse this procedure to install the system board - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 46
Fan/heat sink assembly NOTE: All fan/heat sink assembly spare part kits include replacement thermal material. Description For use only on computer models equipped with a graphics subsystem with discrete video memory For use only on computer models equipped with a graphics subsystem with UMA video - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 47
3. Remove the discrete fan/heat sink assembly (3). NOTE: Steps 3 and 4 apply to computer models equipped with a graphics subsystem with UMA memory. See steps 1 and 2 for information for computer models equipped with a graphics subsystem with discrete memory. 4. Remove the four Phillips M2.0×6.3 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 48
is used on the processor (1) and the fan/heat sink assembly section (2) that services it. Thermal paste is also used on the graphics subsystem component (3) and the fan/heat sink assembly section (4) that services it. Computer model equipped with a graphics subsystem with UMA memory: Thermal paste - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 49
Power connector cable Description Power connector cable Spare part number L19509-001 Before removing the power connector cable, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 50
Rear speakers Description Rear speakers (include left and right front speakers, cables, and two rubber isolators) Spare part number L19531-001 Before removing the rear speakers, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 51
TouchPad cable NOTE: The TouchPad spare part kit does not include the TouchPad cable. The TouchPad cable is available using spare part number L19525-001. Before removing the TouchPad cable, follow these steps: 1. Shut down the computer. If you are unsure whether the computer is off or in Hibernation - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 52
TouchPad NOTE: The TouchPad spare part kit does not include the TouchPad bracket or TouchPad cable. The TouchPad bracket is available using spare part number L19759-001. The TouchPad cable is available using spare part number L19525-001. Description For use only on computer models in natural silver - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 53
5. Release the grounding tape (5). 6. Remove the TouchPad bracket (1). 7. Remove the TouchPad (2). Reverse this procedure to install the TouchPad and bracket. Component replacement procedures 45 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 54
silver finish FHD, BrightView, flush glass, low-power, non-TouchScreen display assembly in pale gold finish 13.3-in, FHD, BrightView, non-TouchScreen display assembly in natural silver finish 13.3-in, FHD, BrightView, non-TouchScreen display assembly in pale gold finish Spare part number L39192-001 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 55
3. Release the display webcam/microphone cable from the retention clips (3) and routing channels built into the keyboard/top cover. 4. Release the adhesive strip (4) that secures the display panel cable to the system board. 5. Release the ZIF connector (5) to which display panel cable is connected, - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 56
10. Slide the keyboard/top cover (2) up and away at an angle and separate it from the display assembly. Reverse this procedure to install the display assembly. 48 Chapter 5 Removal and replacement procedures - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 57
and troubleshooting the file. Determining the BIOS version To decide whether you need to update Setup Utility (BIOS), first determine the BIOS version on your computer. To reveal the BIOS version information (also known as ROM date and System BIOS), use one of these options. ● HP Support Assistant - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 58
in the taskbar search box, and then select the HP Support Assistant app. - or - Select the question mark icon in the taskbar. 2. Select Updates, and then select Check for updates and messages. 3. Follow the on-screen instructions. 4. At the download area, follow these steps: a. Identify the most - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 59
Failure ID code is generated. For assistance in correcting the problem, contact support, and then provide the Failure ID code. Downloading HP PC Hardware Diagnostics Windows ● The HP PC Hardware Diagnostics Windows download instructions are provided in English only. ● You must use a Windows computer - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 60
.exe file, and then follow the on-screen instructions. Using HP PC Hardware Diagnostics UEFI NOTE: For Windows 10 S HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit Failure ID code is generated. For assistance in correcting the problem, contact support - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 61
Diagnostics UEFI is not included in the HP Tool partition. ● The hard drive is damaged. NOTE: The HP PC Hardware Diagnostics UEFI download instructions are provided in English only, and you must use a Windows computer to download and create the HP UEFI support environment because only .exe files are - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 62
to http://www.hp.com/support. 2. Select Get software and drivers, select your type of product, enter the product name or number in the search box that is displayed, select your computer, and then select your operating system. 3. In the Diagnostics section, follow the on-screen instructions to select - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 63
3. Make your customization selections. 4. Select Main, and then Save Changes and Exit to save your settings. Your changes take effect when the computer restarts. Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) 55 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 64
8 Specifications Metric U.S. Temperature Operating 5°C to 35°C 41°F to 95°F Non-operating Relative humidity (non-condensing) ‑20°C to 60°C ‑4°F to 140°F Operating 10% to 90% Non-operating 5% to 95% Maximum altitude (unpressurized) Operating ‑15 m to 3,048 m ‑50 ft to 10,000 ft Non- - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 65
on your computer, your computer may also include tools provided by HP for additional functionality. IMPORTANT: If you will be performing recovery Security. 2. Select Backup, and then follow the on-screen instructions. Restoring and recovering Windows offers several options for restoring from backup - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 66
to create recovery media NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions. Before you begin Before you begin, note the following: ● Only one set of - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 67
Cloud Recovery Download Tool to create recovery media To create HP Recovery media using the HP Cloud Recovery Download Tool: 1. Go to http://www.hp.com/support. 2. Select Software and Drivers, and then follow the on-screen instructions. Restoring and recovery Restoring and recovery can be performed - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 68
not allow the creation of HP Recovery media or if the HP Recovery media does not work, contact support to obtain recovery media. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions. Recovering using the HP Recovery partition (select products - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 69
or USB flash drive from which you want to boot, and then follow the on-screen instructions. Removing the HP Recovery partition (select products only) HP Recovery Manager software allows you to remove the HP Recovery partition (select products only) to free up hard drive space. IMPORTANT: After you - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 70
10 Power cord set requirements The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 volts AC, or from 220 to 240 volts AC. The 3-conductor power cord set included with the computer meets the requirements for use in the country or region where the - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 71
Country/region Accredited agency Applicable note number South Korea EK 4 Sweden CEMKO 1 Switzerland SEV 1 Taiwan BSMI 4 The United Kingdom BSI 1 The United States UL 2 1. The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings ( - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 72
dispose of the battery in general household waste. Follow the local laws and regulations in your area for battery disposal. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 73
7 C cables, service considerations 21 camera light HP Recovery Manager correcting boot problems 61 starting 60 HP Recovery media recovery 61 using 58 HP Recovery partition recovery 60 removing 61 J jacks audio-in 5 audio-out 5 headphone 5 microphone 5 K keyboard/top cover spare part numbers 13 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 74
HP Recovery Manager 60 HP Recovery partition 59 media 61 starting 60 supported discs 58 system 60 USB flash drive 61 using HP Recovery media 59 recovery media creating using HP Cloud Recovery Download Tool 59 creating using HP Kit, spare part number 19 service considerations cables 21 connectors 21 - HP ENVY 13-ah1000 | Maintenance and Service Guide - Page 75
WLAN antenna, location 6 WLAN module removal 31 spare part numbers 17, 31 workstation guidelines 23 Index 67
-
1 -
2 -
3 -
4 -
5 -
6 -
7 -
8
-
9
-
10
-
11
-
12
-
13
-
14
-
15
-
16
-
17
-
18
-
19
-
20
-
21
-
22
-
23
-
24
-
25
-
26
-
27
-
28
-
29
-
30
-
31
-
32
-
33
-
34
-
35
-
36
-
37
-
38
-
39
-
40
-
41
-
42
-
43
-
44
-
45
-
46
-
47
-
48
-
49
-
50
-
51
-
52
-
53
-
54
-
55
-
56
-
57
-
58
-
59
-
60
-
61
-
62
-
63
-
64
-
65
-
66
-
67
-
68
-
69
-
70
-
71
-
72
-
73
-
74
-
75
 |
 |
HP ENVY 13 Laptop PC
Maintenance and Service Guide
IMPORTANT! This document is intended for
HP authorized service providers only.