HP Stream 11-ak1000 Maintenance and Service Guide
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- HP Stream 11-ak1000 | Maintenance and Service Guide - Page 1
Maintenance and Service Guide HP Stream 11 Laptop PC IMPORTANT! This document is intended for HP authorized service providers only. - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 2
updates. Go to http://www.microsoft.com for details. To access the latest user guides, go to http://www.hp.com/support, and follow the instructions to find your product. Then select User Guides. Software terms By installing, copying, downloading, or otherwise using any software product preinstalled - HP Stream 11-ak1000 | 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 Stream 11-ak1000 | Maintenance and Service Guide - Page 4
iv Safety warning notice - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 5
...7 Lights ...8 Button and speakers ...9 Special keys ...10 Labels ...11 3 Illustrated parts catalog ...12 Computer major components ...12 Display assembly replacement procedures preliminary requirements 17 Tools required ...17 Service considerations ...17 Plastic parts ...17 Cables and connectors - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 6
Windows by product name or number (select products only) ...51 Installing HP PC Hardware Diagnostics Windows 51 Using HP PC Hardware Diagnostics UEFI ...51 Starting HP PC Hardware Diagnostics UEFI 52 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive 52 Downloading the latest - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 7
create recovery media (select products only) ..... 55 Restoring and recovery ...56 Restoring, resetting, and refreshing using Windows tools 56 Recovering using HP Recovery media 56 Changing the computer boot order 56 9 Specifications ...57 10 Power cord set requirements ...58 Requirements for all - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 8
viii - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 9
their descriptions Category Description Product Name HP Stream 11 Laptop PC Model numbers: 11-ak0xxx, 11-ak1xxx Processor Intel® Pentium® SilverN5000 ) Intel HD Graphics 400 (x5-E8000 processor) Supports HD decode, DX12, and HDMI Panel 11.6 in, high-definition (HD), antiglare (1366 - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 10
the following WLAN module: ● Realtek RTL8821CE 802.11ac 1 × 1 Wi-Fi + Bluetooth 4.2 (MU-MIMO supported) (all models) Compatible with Wi-Fi CERTIFIED Miracast™ Turbo Lite WLAN SVTP Ports HP Smart Plug AC adapter (4.5 mm barrel) Audio-out (headphone)/Audio-in (microphone) combo jack High - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 11
Table 1-1 Product components and their descriptions (continued) Category Description Windows 10 Home in S Mode Entry Windows 10 Home in S Mode Entry ML Windows 10 Home Entry NB EM/SL Serviceability End-user replaceable part AC adapter 3 - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 12
2 Getting to know your computer Your computer features top-rated components. This chapter provides details about your components, where they are located, and how they work. Right side Table 2-1 Right-side components and their descriptions Component Description (1) HDMI port Connects an - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 13
. For additional safety information, see 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. (4) Power - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 14
. For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: ▲ Select the Start button, select HP Help and Support, and then select HP Documentation. 6 Chapter 2 Getting to know your computer - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 15
Keyboard area Touchpad Table 2-4 Touchpad components and their descriptions Component (1) Touchpad zone (2) Left control zone (3) Right control zone Description Reads your finger gestures to move the pointer or activate items on the screen. Textured area that allows you to perform - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 16
Lights Table 2-5 Lights and their descriptions Component (1) Caps lock light (2) Mute light Description On: Caps lock is on, which switches the key input to all capital letters. ● On: Computer sound is off. ● Off: Computer sound is on. 8 Chapter 2 Getting to know your computer - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 17
Button and speakers Table 2-6 Buttons and speakers and their descriptions Component (1) Power button (2) Speakers (2) Description ● When the computer is off, press the button to turn on the computer. ● When the computer is on, press the button briefly to initiate Sleep. ● When the computer - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 18
Special keys Table 2-7 Special keys and their descriptions Component (1) esc key (2) fn key (3) Windows key (4) Action keys Description Displays system information when pressed in combination with the fn key. Executes specific functions when pressed in combination with another key. Opens - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 19
the computer provide information you may need when you troubleshoot system problems or travel internationally with the computer. Labels may . Locate this information before you contact support. Table 2-8 Service label components Component (1) HP product name (2) Model number (3) Product use. Labels 11 - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 20
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. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 21
-005 Realtek RTL8822CE 802.11ac 2 × 2 Wi-Fi + Bluetooth 5.0 (MU-MIMO supported) L44796-005 (10) USB/audio board (includes audio jack and USB port) NOTE L44442-001 For use in models with an Atom processor L62794-001 (11) Power connector cable L44451-001 (12) Battery (2-cell, 37 Whr, 4. - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 22
Table 3-1 Computer major components and their descriptions (continued) Item Component (13) System board (includes processor) NOTE: All system board spare part kits include replacement thermal material. System boards listed with a -xx1 part number suffix use the following part numbers: xxxxxx- - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 23
Display assembly subcomponents Table 3-2 Display components and their descriptions Item Component (1) Display bezel (2) Hinge cover Royal blue Diamond white Rose pink (3) Camera/microphone module (includes double-sided adhesive) (4) Raw display panel Spare part number L44464-001 - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 24
(includes rubber padding and shielding) Royal blue Diamond white Rose pink Miscellaneous parts Table 3-3 Miscellaneous parts and their descriptions Component AC adapter (45 W HP Smart adapter) Power cord, (C5, 1.00 m) For use in Denmark For use in Europe For use in North America For use in the - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 25
damage. Plastic parts IMPORTANT: Using excessive force during disassembly and reassembly can damage plastic parts. Cables and connectors IMPORTANT: When servicing the computer, be sure that cables are placed in their proper locations during the reassembly process. Improper cable placement can damage - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 26
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 Stream 11-ak1000 | Maintenance and Service Guide - Page 27
box 2,000 V 3,500 V 7,000 V 5,000 V 4,000 V 5,000 V 20,000 V 11,000 V Electronic components can be packaged together in plastic tubes, trays, or Styrofoam. 10% 35,000 V 12,000 V 6,000 V 2,000 V 11,500 V 14,500 V 26,500 V 21,000 V NOTE: As little as 700 - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 28
materials such as ordinary plastic assembly aids and Styrofoam. ● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive. Recommended materials and equipment HP recommends the following materials and equipment to prevent static electricity: ● Antistatic - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 29
● Field service kits ● Static awareness labels ● Wrist straps and footwear straps providing 1 MΩ ± 10% resistance ● Material handling packages ● Conductive plastic bags ● Conductive plastic tubes ● Conductive tote boxes ● Opaque - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 30
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. Component replacement procedures There are as many as 50 screws that must be removed, replaced, and/or loosened when servicing the computer - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 31
Table 5-2 Spare part country codes For use in country or region Spare part number Belgium -A41 Denmark, Finland, and Norway -DH1 France -051 Germany -041 Greece -151 For use in country or region Italy The Netherlands Portugal Romania Russia Spare part number -061 -B31 For use in - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 32
the system board (1). 9. Disconnect the power button board cable from the ZIF connector on the system board (2). 24 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 33
10. Remove the keyboard/top cover (3). Reverse this procedure to install the keyboard/top cover. Component replacement procedures 25 - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 34
board screws (1). 5. Remove the three Phillips M2.0 × 2.5 screws (2) that secure the touchpad board to the top cover. 26 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 35
6. Lift the right side of the touchpad (3), and then pull the touchpad to the right (4) to pull the tab (5) out from under the metal of the top cover. Reverse this procedure to install the touchpad board. Component replacement procedures 27 - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 36
the top cover. 4. Remove the power button board (3). Reverse this procedure to install the power button board. 28 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 37
Keyboard hook Table 5-5 Keyboard hook description and part number Description Keyboard hook Spare part number L48424-001 Before removing the keyboard hook, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 22). 2. Remove the keyboard/top cover (see - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 38
battery to the computer. 3. Remove the battery from the computer (3). Reverse this procedure to install the battery. 30 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 39
. 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. Prepare the computer for disassembly (Preparation for disassembly on page 22). 2. Remove the - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 40
the antenna connector, as shown in the following illustration. Reverse this procedure to install the WLAN module. 32 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 41
Speakers Table 5-8 Speaker description and part number Description Speakers (include left and right speakers and cables) Spare part number L44458-001 Before removing the speakers, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 22). 2. Remove the - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 42
the computer. 3. Remove the board from the computer (3). Reverse this procedure to install the USB/audio board 34 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 43
Heat sink/thermal plate Table 5-10 Heat sink/thermal plate description and part number Description Heat sink/thermal plate for use in models with a Pentium or Celeron processor (includes replacement thermal material) Heat sink/thermal plate for use in models with an Atom processor (includes - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 44
Reverse this procedure to install the heat sink. 36 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 45
Display assembly NOTE: The display assembly is spared at the subcomponent level only. For more display assembly spare part information, see the individual removal subsections. Before removing the display assembly, follow these steps: 1. Prepare the computer for disassembly (Preparation for - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 46
back cover. b. Remove the display bezel (4). The display bezel is available as spare part number L44464-001. 38 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 47
9. If it is necessary to remove the hinge cover, rotate the cover downward (1), and then remove it from the display enclosure (2). Hinge covers are available as spare part number L44468-001 for royal blue models, L44469-001 for diamond white models, and L44470-001 for rose pink models. 10. If it is - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 48
module is attached to the display back cover with double-sided adhesive. The camera/microphone module is available as spare part number L44439-001. 11. If it is necessary to replace the display panel: a. Remove the four Phillips M2.0 × 2.5 screws (1) that secure the display panel to the display back - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 49
b. Lift the top edge of the display panel (2) and swing it up and forward until it rests upside down in front of the display back cover. IMPORTANT: Before turning the display panel upside down, make sure the work surface is clear of tools, screws, and any other foreign objects. Failure to follow - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 50
Kit, spare part number L44467-001. 13. If it is necessary to replace the display panel cable: 42 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 51
a. Disconnect the display panel cable (1) from the camera/microphone module. b. Release the display panel cable from the retention clips (2) and routing channel built into the left and top sides of the display back cover. c. Remove the display panel cable (3). The display panel cable is available as - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 52
cable (1) and (2) routing in the display back cover. Reverse this procedure to reassemble install the display assembly. 44 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 53
thermal material. All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system Table 5-11 System board descriptions and part numbers Description System board with Pentium N5000 processor, 4 GB of system memory, and 32 GB of eMMC - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 54
and to the left and out of the computer (5). Reverse this procedure to install the system board. 46 Chapter 5 Removal and replacement procedures for authorized service provider parts - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 55
Power connector Table 5-12 Power connector description and part number Description Power connector Spare part number L44451-001 Before removing the power connector, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 22). 2. Remove the keyboard/top - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 56
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 Stream 11-ak1000 | Maintenance and Service Guide - Page 57
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 Stream 11-ak1000 | Maintenance and Service Guide - Page 58
device, scan the code and then follow the onscreen instructions. ● Instructions for calling support are displayed. Follow those instructions. Downloading HP PC Hardware Diagnostics Windows ● The HP PC Hardware Diagnostics Windows download instructions are provided in English only. ● You must use - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 59
in solving the problem: ▲ Select Get Support, and then use a mobile device to scan the QR code that displays on the next screen. The HP Customer Support - Service Center page displays, with your Failure ID and product number automatically filled in. Follow the on-screen instructions. - or - Contact - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 60
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 Stream 11-ak1000 | Maintenance and Service Guide - Page 61
to http://www.hp.com/support. 2. Enter the product name or number, select your computer, and then select your operating system. 3. In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI Diagnostics version for your computer. Using Remote HP PC Hardware - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 62
PC Hardware Diagnostics UEFI settings, follow these steps: 1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup. 2. Select Advanced, and then select Settings. 3. Make your customization selections. 4. Select Main, and then Save Changes and - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 63
USB flash drive. To download the tool: ▲ Go to the Microsoft Store and search for HP Cloud Recovery. For details, go to http://www.hp.com/support, search for HP Cloud Recovery, and then select "HP PCs - Using the Cloud Recovery Tool (Windows 10, 7)." Backing up information and creating recovery - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 64
: 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. To recover your system: ▲ Insert the HP Recovery media, and then restart the computer. Changing the - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 65
9 Specifications Table 9-1 Specifications Metric U.S. Computer dimensions Width 28.15 cm 11.08 in Depth 19.28 cm 7.59 in Height 1.68 cm 0.66 in Weight 1.08 kg 2.38 lbs Input power Rating Operating voltage and current - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 66
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 V ac, or from 220 to 240 V ac. The 3-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 67
Requirements for specific countries and regions Table 10-1 Power cord requirements for specific countries and regions Country/region Accredited agency Applicable note number Argentina IRAM 1 Australia SAA 1 Austria OVE 1 Belgium CEBEC 1 Brazil ABNT 1 Canada CSA 2 Chile IMQ 1 - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 68
Table 10-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number 2. The flexible cord must be Type SVT/SJT or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole grounding type with a NEMA 5-15P (15 A, 125 - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 69
11 Recycling When a non-rechargeable or rechargeable battery has reached the end of its useful life, do not 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 - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 70
an update 49 starting the Setup Utility 48 updating 48 Bluetooth label 11 boot order, changing 56 buttons power 9 C camera identifying 6 camera 15 HP PC Hardware Diagnostics UEFI downloading 52 starting 52 using 51 HP PC Hardware Diagnostics Windows downloading 50 installing 51 using 50 HP Recovery - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 71
card reader 2 memory 1 microphone 1 operating system 2 ports 2 power requirements 2 processors 1 product name 1 serviceability 3 storage 1 video 1 wireless 1 product name 1 product name and number, computer 11 R recovery 55 discs 56 HP Recovery partition 56 media 56 USB flash drive 56 recovery media - HP Stream 11-ak1000 | Maintenance and Service Guide - Page 72
55 system restore point 55 Windows key, identifying 10 Windows tools, using 55 wireless antenna removal 43 spare part numbers 16, 44 wireless certification label 11 wireless, product description 1 WLAN antenna removal 43 spare part number 16, 44 WLAN antennas, identifying 6 WLAN device
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Maintenance and Service Guide
HP Stream 11 Laptop PC
IMPORTANT! This document is intended for HP authorized service
providers only.