HP ProBook x360 11 G4 Education Edition Maintenance And Service Manual
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HP ProBook x360 11 G4 Education Edition Maintenance And Service Manual

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Maintenance and Service Guide
HP ProBook x360 11 G4 Education Edition
IMPORTANT! This document is intended for HP authorized service
providers only.

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Summary of Contents for HP ProBook x360 11 G4 Education Edition

  • Page 1 Maintenance and Service Guide HP ProBook x360 11 G4 Education Edition IMPORTANT! This document is intended for HP authorized service providers only.
  • Page 2 Intel and Core are trademarks of Intel bound by the terms of the HP End User License Not all features are available in all editions or Corporation in the U.S. and other countries.
  • Page 3 Safety warning notice CAUTION: 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 printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 4 Safety warning notice...

  • Page 5: Table Of Contents

    Table of contents 1 Product description ............................1 2 Components ..............................4 Right ..................................4 Left ..................................5 Display ..................................7 Keyboard area ................................ 8 Touchpad ............................. 8 Lights ..............................9 Keyboard webcam ..........................10 Special keys ............................11 Bottom ................................. 12 Labels ...................................
  • Page 6 Backing up information and creating recovery media ..................52 Using Windows tools ......................... 52 Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ..52 Restoring and recovery ............................53 Restoring, resetting, and refreshing using Windows tools .............. 53 Recovering using HP Recovery media ....................
  • Page 7 Using HP PC Hardware Diagnostics UEFI ......................55 Starting HP PC Hardware Diagnostics UEFI ..................56 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive ..........56 Downloading the latest HP PC Hardware Diagnostics UEFI version ......56 Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only) .....................
  • Page 8 viii...

  • Page 9: Product Description

    RJ-45 (network) jack Realtek GBE Ethernet (Non-DASH, QFN32) Support for S3/S4/S5 wake on LAN (via out of band): HP USB-C Universal Dock Support for S0/S3/S4/S5 MAPT (via out of band): HP USB-C Universal Dock BIOS Support RTXMAC for MAPT via in-band Wireless Integrated WLAN options with dual antennas (M.2 2230 socket PCIe/USB)
  • Page 10 Wireless antennas configured at top of display Support for Miracast Support for WoWLAN S3/S4 (AC only) Support for HP LAN wireless protection (WLAN/LAN switching) Support for HP Connection Optimizer with data analytics Media card reader Support for microSD™/SDHC™/SDXC™ up to UHS-104...
  • Page 11 Category Description Supports long battery life (1,000 charging cycles) AC adapter 65 W HP Smart AC adapter (non-PFC, EM, 4.5 mm) 45 W HP Smart AC adapter (non-PFC, 4.5 mm) 45 W USB Type-C straight, nPFC Power cord 1.0 m convention power cord...

  • Page 12: Components

    Components Your computer features top-rated components. This chapter provides details about your components, where they are located, and how they work. Right Table 2-1 Right-side components and their descriptions Component Description MicroSD memory card reader Reads optional memory cards that store, manage, share, or access information.

  • Page 13: Left

    To reduce the risk of personal injury, adjust the volume before putting on headphones, earbuds, or a headset. 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. Left...
  • 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. ▲ Chapter 2 Components...

  • Page 15: Display

    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. ▲ Display...

  • Page 16: Keyboard Area

    Keyboard area Touchpad Table 2-4 Touchpad components and their descriptions Component Description Touchpad zone Reads your finger gestures to move the pointer or activate items on the screen. Left touchpad button Functions like the left button on an external mouse. Right touchpad button Functions like the right button on an external mouse.

  • Page 17: Lights

    Lights Table 2-5 Lights and their descriptions Component Description Caps lock light On: Caps lock is on, which switches the key input to all capital letters. Touchpad light On: The touchpad is off. ● Off: The touchpad is on. ● Mute light On: Computer sound is off.

  • Page 18: Keyboard Webcam

    Keyboard webcam Table 2-6 Keyboard webcam components and their descriptions Component Description Camera light On: The camera is in use. Camera Allows you to video chat, record video, and record still images. Some cameras also allow a facial recognition logon to Windows, instead of a password logon.

  • Page 19: Special Keys

    Special keys Table 2-7 Special keys and their descriptions Component Description Displays system information when pressed in combination with key. Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys. Windows key Opens the Start menu.

  • Page 20: Bottom

    Bottom Table 2-8 Bottom components and their descriptions Component Description Speakers (2) Produce sound. Chapter 2 Components...

  • Page 21: Labels

    Locate this information before you contact support. Table 2-9 Service label components Component HP product name Product ID Serial number Warranty period Regulatory label(s)—Provide(s) regulatory information about the computer.

  • Page 22: Illustrated Parts Catalog

    Illustrated parts catalog NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for the computer, go to http://partsurfer.hp.com, select the country or region, and then follow the on-screen instructions. Computer major components Chapter 3 Illustrated parts catalog...
  • Page 23 Table 3-1 Computer major components and their descriptions Item Component Spare part number Display assembly for use in blue models: NOTE: The touch display is spared only as an entire assembly. L58574-001 UWVA L58576-001 Display assembly for use in grey models: L58573-001 UWVA L58575-001...

  • Page 24: Miscellaneous Parts

    Spare part number AC adapter: 65 W HP Smart AC adapter (non-PFC, EM, 4.5-mm) 913691-850 45 W HP Smart AC adapter (non-PFC, RC, 4.5-mm, for use in Argentina) 741553-852 45 W USB Type-C adapter (nPFC, 3 pin) 934739-850 45 W HP Smart AC adapter (non-PFC, RC, 4.5-mm)

  • Page 25: Bracket Kit

    Table 3-2 Miscellaneous parts and their descriptions (continued) Component Spare part number For use in South America L19369-001 For use in South Korea L19366-001 For use in Switzerland L19370-001 For use in Thailand L19371-001 For use in Taiwan L19372-001 For use in the United Kingdom L19373-001 Power cord (1.0 m, duckhead): For use in North America...

  • Page 26: Cable Kit

    Cable Kit Table 3-4 Cable Kit components and their descriptions Item Component Spare part number Cable Kit, includes the following parts: L58572-001 Touchpad cable Audio board cable Power connector (DC-in) cable Webcam transfer board Display cable Chapter 3 Illustrated parts catalog...

  • Page 27: Removal And Replacement Procedures Preliminary Requirements

    Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: Torx T8 screwdriver ● Phillips P0 screwdriver ● Phillips P1 screwdriver ● Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.

  • Page 28: Drive Handling

    Drive handling IMPORTANT: Drives are fragile components that must be handled with care. To prevent damage to the computer, damage to a drive, or loss of information, observe these precautions: Before removing or inserting a hard drive, 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 through the operating system.

  • Page 29: Generating Static Electricity

    IMPORTANT: To prevent damage to the device when you are removing or installing internal components, observe these precautions: Keep components in their electrostatic-safe containers until you are ready to install them. Before touching an electronic component, discharge static electricity by using the guidelines described in this section.

  • Page 30: Personal Grounding Methods And Equipment

    Avoid contact with pins, leads, or circuitry. ● ● Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive foam. Personal grounding methods and equipment Use the following equipment to prevent static electricity damage to electronic components: Wrist straps are flexible straps with a maximum of one-megohm ± 10% resistance in the ground cords. ●...

  • Page 31: Packaging And Transporting Guidelines

    Field service kits ● ● Static awareness labels ● Wrist straps and footwear straps providing one-megohm +/- 10% resistance ● Material handling packages ● Conductive plastic bags ● Conductive plastic tubes ● Conductive tote boxes Opaque shielding bags ● Transparent metallized shielding bags ●...

  • Page 32: Removal And Replacement Procedures For Authorized Service Provider Parts

    Removal and replacement procedures for Authorized Service Provider parts CAUTION: Components described in this chapter should only be accessed by an authorized service provider. Accessing these parts can damage the computer or void the warranty. Component replacement procedures NOTE: Details about the computer, including model, serial number, product key, and length of warranty, are on the service tag on the bottom of the computer.
  • Page 33 Table 5-2 Keyboard country codes (continued) For use in country or Spare part For use in country or Spare part For use in country or Spare part region number region number region number Europe -B31 The Netherlands -DH1 Taiwan -AB1 French Canada -DB1 Northern Africa...
  • Page 34 Loosen the sides (2) and top (3) to completely disengage the top cover from the bottom cover. Lift the front edge of the keyboard/top cover up and back until the webcam module cable, touchpad cable, and keyboard cable connectors are accessible. IMPORTANT: The top cover is connected to the system board by three cables.

  • Page 35: Touchpad

    Touchpad NOTE: The touchpad spare part kit does not include the touchpad bracket or the touchpad cable. Table 5-3 Touchpad, cable, and bracket descriptions and part numbers Description Spare part number Touchpad (does not include cable or bracket) L43778-001 Touchpad cable (included in Cable Kit) L58572-001 Touchpad bracket (included in Bracket Kit) L58579-001...
  • Page 36 Remove the touchpad (3). Reverse this procedure to install the touchpad. Chapter 5 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 37: Second Webcam And Webcam Transfer Board

    Second webcam and webcam transfer board Table 5-4 Second webcam, webcam transfer board, and cable descriptions and part numbers Description Spare part number Second webcam (includes bracket) L43799-001 Webcam transfer board (includes cable) L58581-001 Webcam transfer board cable (included in Cable Kit) L58572-001 Before removing the second webcam, follow these steps: Prepare the computer for disassembly...
  • Page 38 Remove the second webcam from the top cover (4). If it is necessary to remove the webcam transfer board, disconnect the cable from the webcam transfer board (1), remove the Phillips M2.0 × 2.0 screw (2), and then remove the board from the top cover (3). Reverse these procedures to install the second webcam and webcam transfer board.

  • Page 39: Battery

    Battery Table 5-5 Battery description and part number Description Spare part number Battery (3-cell, 48 Whr) L12791-855 Before removing the battery, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 24). Remove the keyboard/top cover (see Keyboard/top cover on page 24).

  • Page 40: Solid-State Drive

    Solid-state drive Table 5-6 Solid-state drive descriptions and part numbers Description Spare part number 256 GB, M.2, PCIe solid-state drive L58578-001 128 GB, M.2, SATA-3 solid-state drive L58577-001 Before removing the solid-state drive, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 24).

  • Page 41: Wlan Module

    WLAN module Table 5-7 WLAN module description and part number Description Spare part number Intel Wireless-AC 9260 802.11ac 2 × 2 Wi-Fi + Bluetooth 5.0 L16647-002 Realtek RTL8822BE 802.11ac 2 × 2 Wi-Fi + Bluetooth 4.2 Combo Adapter L51005-002 CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region.
  • Page 42 Remove the WLAN module (3) by pulling the module away from the slot at an angle. NOTE: If the wireless antenna cables are not connected to the WLAN module terminal, the protective sleeves should be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WLAN module.

  • Page 43: Rtc Battery

    RTC battery Table 5-8 RTC battery description and part number Description Spare part number RTC battery (includes cable) L43797-001 Before removing the RTC battery, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 24). Remove the keyboard/top cover (see Keyboard/top cover on page 24).

  • Page 44: Speakers

    Speakers Table 5-9 Speaker description and part number Description Spare part number Speakers (left and right; includes cables) L43779-001 Before removing the speakers, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 24). Remove the keyboard/top cover (see Keyboard/top cover on page 24).

  • Page 45: Usb Board

    USB board Table 5-10 USB board description and part number Description Spare part number USB board (includes cable) L58583-001 Before removing the USB board, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 24). Remove the keyboard/top cover (see Keyboard/top cover on page 24).

  • Page 46: Audio Board

    Audio board Table 5-11 Audio board description and part number Description Spare part number Audio board (includes rubber and cable) L58571-001 Audio board cable (included in Cable Kit) L58572-001 Before removing the audio board, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 24).
  • Page 47 Connect the cable to the board (4). Component replacement procedures...

  • Page 48: Power Connector Cable (Dc-In)

    Power connector cable (DC-in) Table 5-12 Power connector cable (DC-in) and bracket description and part number Description Spare part number Power connector cable (included in Cable Kit) L58572-001 Power connector cable bracket (included in Bracket Kit) L58579-001 Before removing the power connector cable, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 24).

  • Page 49: System Board

    System board NOTE: The system board spare part kit includes the processor, integrated system memory, a graphics subsystem with UMA memory, and replacement thermal material. All system boards use the following part numbers: xxxxxx-001: Non-Windows operating system xxxxxx-601: Windows 10 operating system Table 5-13 System board descriptions and part numbers Description...
  • Page 50 Remove the six Phillips M2.5 × 4.0 screws (1) that secure the system board to the bottom cover. Remove the USB bracket from the system board (2). The USB bracket is available in the Bracket Kit using spare part number L58579-001. Lift the tape from the edge of the system board (1).
  • Page 51 Remove the system board (3) by sliding it up and to the left at an angle. Reverse this procedure to install the system board. Component replacement procedures...

  • Page 52: Heat Sink

    Heat sink NOTE: The heat sink spare part kit includes replacement thermal material. Table 5-14 Heat sink description and part number Description Spare part number Heat sink (includes replacement thermal material) L58570-001 Before removing the heat sink, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 24).
  • Page 53 Reverse this procedure to install the heat sink. Component replacement procedures...

  • Page 54: Display Assembly

    Display assembly NOTE: The touch display is spared only as an entire assembly. The non-touch display is spared only at the subcomponent level. For non-touch display assembly spare part information, see the individual removal subsections. Table 5-15 Display assembly descriptions and part numbers Description Spare part number Touch display assembly, SVA, for use in blue models...
  • Page 55 Release the display touch cable from the retention clip (6) built into the bottom cover. Remove the seven Phillips M2.5 × 5.0 screws that secure the display assembly to the bottom cover. Separate the display assembly from the bottom cover (2). Reverse this procedure to install the display assembly.

  • Page 56: Computer Setup (Bios), Tpm, And Hp Sure Start

    Use extreme care when making changes in Computer Setup. Errors can prevent the computer from operating properly. Starting Computer Setup ▲ Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Navigating and selecting in Computer Setup ●...

  • Page 57: Updating The Bios

    Do not shut down the computer or initiate Sleep. Do not insert, remove, connect, or disconnect any device, cable, or cord. Type support in the taskbar search box, and then select the HP Support Assistant app. – or – Select the question mark icon in the taskbar.

  • Page 58: Changing The Boot Order Using The F9 Prompt

    For any compliance issues arising from your operation/usage of TPM which violates the above mentioned requirement, you shall bear all the liabilities wholly and solely. HP will not be responsible for any related liabilities.

  • Page 59: Using Hp Sure Start (Select Products Only)

    If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.

  • Page 60: Backing Up, Restoring, And Recovering

    You must be connected to the Internet to access the Get Help app. Using the HP Cloud Recovery Download Tool to create recovery media (select products only) You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. To download the tool: ▲...

  • Page 61: Restoring And Recovery

    HP Recovery media is used to recover the original operating system and software programs that were installed at the factory. On select products, it can be created on a bootable USB flash drive using the HP Cloud Recovery Download Tool. For details, see...

  • Page 62: Using Hp Pc Hardware Diagnostics

    The tool runs within the Windows operating system in order to diagnose hardware failures. If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it. To download HP PC Hardware Diagnostics Windows, see...

  • Page 63: Downloading The Latest Hp Pc Hardware Diagnostics Windows Version

    If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues.

  • Page 64: Starting Hp Pc Hardware Diagnostics Uefi

    Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in the following situations: ● HP PC Hardware Diagnostics UEFI is not included in the preinstall image.

  • Page 65: Using Remote Hp Pc Hardware Diagnostics Uefi Settings (Select Products Only)

    Find out more. Downloading Remote HP PC Hardware Diagnostics UEFI NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps: Go to http://www.hp.com/go/techcenter/pcdiags.
  • Page 66 Display status information about the diagnostics run previously. ● To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps: Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Select Advanced, and then select Settings.

  • Page 67: Specifications

    AC adapter or a DC power source that is supplied and approved by HP for use with this computer. The computer can operate on DC power within the following specifications. Operating voltage and current varies by platform.

  • Page 68: 10 Statement Of Memory Volatility

    Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, assuming that no subsequent modifications have been made to the system and assuming that no applications, features, or functionality have been added to or installed on the system.
  • Page 69 If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox for DriveLock password on restart. Select OK to proceed. Select the Main menu, and then select Reset BIOS Security to factory default.

  • Page 70: Nonvolatile Memory Usage

    HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical computer configuration data for select...
  • Page 71 Fingerprint sensor 512 KByte flash Stores Fingerprint sensor memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage...

  • Page 72: Questions And Answers

    HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the operating system. Examples of this requirement would be if you upgrade or downgrade the OS.

  • Page 73: Using Hp Sure Start (Select Models Only)

    BIOS to its previously safe state, without user intervention. Those select computer models ship with HP Sure Start configured and enabled. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.

  • Page 74: 11 Power Cord Set Requirements

    11 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 is purchased.

  • Page 75: Requirements For Specific Countries And Regions

    Requirements for specific countries and regions Table 11-1 Power cord requirements for specific countries and regions Country/region Accredited agency Applicable note number Argentina IRAM Australia Austria Belgium CEBEC Brazil ABNT Canada Chile Denmark DEMKO Finland FIMKO France Germany India Israel Italy Japan The Netherlands...
  • Page 76 Table 11-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number 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 V ac) or NEMA 6-15P (15 A, 250 V ac) configuration. CSA or C-UL mark. UL file number must be on each element.

  • Page 77: 12 Recycling

    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 Web site at http://www.hp.com/recycle.

  • Page 78: Index

    44 spare part number 15, 38 left side 5 spare part number 15, 44 audio board cable right side 4 HP PC Hardware Diagnostics UEFI spare part number 18 computer downloading 56 audio-out (headphone)/audio-in major components 14 starting 56...
  • Page 79 13 power connector cable Remote HP PC Hardware Diagnostics WLAN 13 removal 40 UEFI settings left side components 5 spare part number 40 customizing 57 lights power cord using 57 AC adapter and battery 4 requirements for all countries...
  • Page 80 system board wireless, product description 1 removal 41 WLAN antennas, identifying 7 spare part numbers 15, 41 WLAN device 13 system memory, removing personal WLAN label 13 data from volatile 60 WLAN module system restore point, creating 52 removal 33 spare part number 15, 33 workstation guidelines 20 touchpad...

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