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HP Chromebook 11MK G9 EE, Maintenance And Service Manual, Page: 1 / 76

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Maintenance and Service Guide

SUMMARY

This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.

Summary of Contents for Chromebook 11MK G9 EE

Page 1: ...Maintenance and Service Guide SUMMARY This guide provides information about spare parts removal and replacement of parts security backing up and more ...

Page 2: ... and services are set forth in the express warranty statements accompanying such products 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 First Edition January 2021 Document Part Number M42846 001 Product notice This guide describes features that are common to most models S...

Page 3: ...the computer air vents Use the computer 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 Also do not allow the AC adapter to come into contact with the skin or a soft surface such as pillows or rugs or clothing during operation The computer and the AC adapter comply with the us...

Page 4: ...iv Safety warning notice ENWW ...

Page 5: ...iminary requirements 17 Tools required 17 Service considerations 18 Plastic parts 18 Cables and connectors 18 Drive handling 18 Electrostatic discharge information 19 Generating static electricity 19 Preventing electrostatic damage to equipment 20 Personal grounding methods and equipment 20 Grounding the work area 20 Recommended materials and equipment 21 Cleaning your computer 22 Enabling HP Easy...

Page 6: ...board 36 System board 37 Heat sink 39 29 5 cm 11 6 in display assembly 40 6 Backing up resetting and recovering 47 Backing up 47 Resetting 47 Recovering 48 Installing the Chromebook Recovery Utility 48 Creating recovery media 48 Recovering the Chrome operating system 48 Setting up your computer after a reset or recovery 48 Erase and reformat the recovery media 48 7 Specifications 51 Computer speci...

Page 7: ...9 Power cord set requirements 61 Requirements for all countries 61 Requirements for specific countries and regions 61 10 Recycling 65 Index 67 ENWW vii ...

Page 8: ...viii ENWW ...

Page 9: ...slim non touchscreen display panel 220 nits Memory On board nonupgradeable system memory supporting 8 GB or 4 GB Support for 4266 LPDDR4X 0 6v IC FBGA200 system memory Media card reader microSD media reader slot Supports microSD SDHC SDXC Push push insertion removal On board nonupgradeable eMMC 64 GB MO 276 MMC v5 0 Multimedia card On board nonupgradeable embedded MultiMedia Controller eMMC 64 GB ...

Page 10: ...for Modern Trackpad Gestures Taps enabled as default Power requirements Battery 2 cell 47 WHr HP Long Life Smart AC adapter 45 W non PFC standard USB Type C straight Power cord C5 1 0 m 3 3 ft Security H1 secure microcontroller Nano security cable slot Operating system Google Chrome 64 Serviceability End user replaceable part AC adapter 2 Chapter 1 Product description ENWW ...

Page 11: ...ck Connects optional powered stereo speakers headphones earbuds a headset or a television audio cable Also connects an optional headset microphone This jack does not support optional standalone microphones WARNING 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 No...

Page 12: ...rging a small external device 4 AC adapter and battery light White The AC adapter is connected and the battery is fully charged Amber The AC adapter is connected and the battery is charging Blinking amber The battery has an error Off The battery is not charging 5 USB Type C power connector and port Connects an AC adapter that has a USB Type C connector supplying power to the computer and if needed...

Page 13: ...s designed to act as a deterrant but it might not prevent the computer from being mishandled or stolen Display Use the illustration and table to identify the components on the display Table 2 3 Display components and their descriptions Component Description 1 WLAN antennas Send and receive wireless signals to communicate with wireless local area networks WLANs ENWW Display 5 ...

Page 14: ...is in the Sleep state press the key briefly to exit Sleep select products only When the computer is in Hibernation press the key briefly to exit Hibernation IMPORTANT Pressing and holding down the power key results in the loss of unsaved information If the computer has stopped responding and shutdown procedures are ineffective press and hold the power key for at least 10 seconds to turn off the co...

Page 15: ...ems on the screen Special keys Use the illustration and table to locate the special keys Table 2 5 Special keys and their descriptions Component Description 1 esc key Activates certain computer functions when pressed in combination with other keys such as tab or shift 2 Action keys Execute frequently used system functions ENWW Special keys 7 ...

Page 16: ...Bottom Use the illustration and table to identify the bottom components Table 2 6 Bottom components and description Components Description Speakers Produce sound 8 Chapter 2 Components ENWW ...

Page 17: ... HP continually improves and changes product parts For complete and current information about 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 bottom of your computer ENWW Computer majo...

Page 18: ...mponent spare parts are available For spare part information see Display assembly subcomponents on page 13 2 Top cover keyboard in jet black finish includes keyboard cable For use in Belgium M44258 A41 For use in Brazil M44258 201 For use in Canada M44258 DB1 For use in the Czech Republic and Slovakia M44258 FL1 For use in Denmark Finland and Norway M44258 DH1 10 Chapter 3 Illustrated parts catalo...

Page 19: ...ain M44258 071 For use in Sweden and Finland M44258 B71 For use in Switzerland M44258 BG1 For use in Taiwan M44258 AB1 For use in Thailand M44258 281 For use in Turkey M44258 141 For use in the United Kingdom M44258 031 For use in the United States M44258 001 Top cover keyboard in nautical teal finish includes keyboard cable For use in Belgium M44259 A41 For use in Brazil M44259 201 For use in Can...

Page 20: ...he Cable Kit spare part number M44247 001 In jet black finish M44244 001 In nautical teal finish M44245 001 3b Touchpad bracket L89791 001 Touchpad bracket rubber not illustrated L89786 001 3c Touchpad cable NOTE The touchpad cable is included in the Cable Kit spare part number M44247 001 4a Sensor board NOTE The sensor board spare part kit does not include the sensor board cable The sensor board ...

Page 21: ...807 001 6 Heat sink includes replacement thermal material M44241 001 7 Speaker includes left and right speakers and cables M44246 001 8a Battery shield L98587 001 8b Battery 2 cell 47 Whr 6 15 Ahr Li L75783 005 Battery tape not illustrated L14905 001 9 Bottom cover In jet black finish M44242 001 In nautical teal finish M44243 001 Display assembly subcomponents To identify the display assembly subc...

Page 22: ...y panel 29 5 cm 11 6 in LCD HD 1366 768 antiglare WLED UWVA 50 CG eDP 1 2 without PSR slim touchscreen display panel typical brightness 220 nits M44257 001 LCD HD 1366 768 antiglare WLED UWVA 50 CG eDP slim non touchscreen display panel typical brightness 220 nits M44256 001 LCD HD 1366 768 antiglare WLED SVA 45 CG eDP slim non touchscreen display panel typical brightness 220 nits M44255 001 14 Ch...

Page 23: ...y M48566 001 For use only on computer models equipped with a non touchscreen display assembly M48567 001 7 Wireless antenna included in the display back cover spare part kit includes left and right wireless antenna cables and transceivers and double sided adhesive 8 Display hinges 2 includes left and right hinges M44251 001 9 Display back cover includes wireless antenna cables and transceivers In ...

Page 24: ...r use in Australia L19358 001 For use in Brazil L19359 001 For use in Denmark L19360 001 For use in Europe L19361 001 For use in India L19363 001 For use in Israel L19362 001 For use in Italy L19364 001 For use in Japan L19365 001 For use in North America L19367 001 For use in South Africa L19369 001 For use in Switzerland L19370 001 For use in Taiwan L19372 001 For use in Thailand L19371 001 For ...

Page 25: ...s information to properly prepare to disassemble and reassemble the computer Tools required You need the following tools to complete the removal and replacement procedures Tweezers Nonconductive nonmarking pry tool Magnetic Phillips P1 screwdriver ENWW Tools required 17 ...

Page 26: ... when handling drives IMPORTANT Drives are fragile components Handle them 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 Before handlin...

Page 27: ...described Personal grounding methods and equipment on page 20 Avoid touching pins leads and circuitry Handle electronic components as little as possible If you remove a component place it in an electrostatic safe container Generating static electricity Follow these static electricity guidelines Different activities generate different amounts of static electricity Static electricity increases as hu...

Page 28: ...ound cords To provide proper ground a strap must be worn snug against bare skin The ground cord must be connected and fit snugly into the banana plug connector on the grounding mat or workstation Heel straps Toe straps Boot straps can be used at standing workstations and are compatible with most types of shoes or boots On conductive floors or dissipative floor mats use them on both feet with a max...

Page 29: ...nt static electricity Antistatic tape Antistatic smocks aprons or sleeve protectors Conductive bins and other assembly or soldering aids Conductive foam Conductive tabletop workstations with ground cord of 1 MΩ 10 resistance Static dissipative table or floor mats with hard tie to ground Field service kits Static awareness labels Wrist straps and footwear straps providing 1 MΩ 10 resistance Materia...

Page 30: ...commended steps to clean dirt and debris from your computer For computers with wood veneer see Caring for wood veneer select products only on page 24 1 Wear disposable gloves made of latex or nitrile gloves if you are latex sensitive when cleaning the surfaces 2 Turn off your device and unplug the power cord and other connected external devices Remove any installed batteries from items such as wir...

Page 31: ...ternal devices Remove any installed batteries from items such as wireless keyboards CAUTION To prevent electric shock or damage to components never clean a product while it is turned on or plugged in 3 Moisten a microfiber cloth with a mixture of 70 isopropyl alcohol and 30 water The cloth should be moist but not dripping wet CAUTION Do not use any of the following chemicals or any solutions that ...

Page 32: ...with a disinfectant See Cleaning your computer with a disinfectant on page 23 for sanitizing guidelines to help prevent the spread of harmful bacteria and viruses Packaging and transporting guidelines Follow these grounding guidelines when packaging and transporting equipment To avoid hand contact transport products in static safe tubes bags or boxes Protect ESD sensitive parts and assemblies with...

Page 33: ...lect BIOS event log and then select View BIOS Event Log or On consumer products Under the Main tab select System Log Post operating system failures are logged in the Event Viewer 1 Turn on the computer and allow the operating system to open 2 Click the search icon in the taskbar 3 Type Event Viewer and then press enter 4 Select the log from the left panel Details display in the right panel Chrome ...

Page 34: ...ces to display more options 3 Select Authorized service providers Component and diagnosis information failure detection and required action To locate diagnosis information and actions 1 Go to http www hp com go techcenter pcdiags 2 Select Get Support 3 Near the bottom of the window select Notebook PCs and the select your location 26 Chapter 4 Removal and replacement procedures preliminary requirem...

Page 35: ...vice provider parts IMPORTANT Components described in this chapter should be accessed only by an authorized service provider Accessing these parts can damage the computer or void the warranty NOTE Details about your computer including model serial number product key and length of warranty are on the service tag at the bottom of your computer ENWW 27 ...

Page 36: ...er keyboard To remove the top cover keyboard use this procedure and illustration NOTE The top cover keyboard spare part kit includes keyboard cable Table 5 1 Top cover keyboard description and part numbers For use in country region Spare part number For use in country region Spare part number Top cover keyboard in jet black finish For use in Belgium M44258 A41 For use in Romania M44258 271 For use...

Page 37: ...59 051 For use in Spain M44259 071 For use in Germany M44259 041 For use in Sweden and Finland M44259 B71 For use in Israel M44259 BB1 For use in Switzerland M44259 BG1 For use in Italy M44259 061 For use in Taiwan M44259 AB1 For use in Japan M44259 291 For use in Thailand M44259 281 For use in Latin America M44259 161 For use in Turkey M44259 141 For use in the Netherlands M44259 B31 For use in t...

Page 38: ...e tool 1 to release the rear edge of the top cover keyboard 2 from the computer 7 Release the clear shield 3 that covers the keyboard cable and touchpad cable zero insertion force ZIF connectors on the system board 8 Release the ZIF connector 4 to which the keyboard cable is connected and then disconnect the keyboard cable from the system board 30 Chapter 5 Removal and replacement procedures for a...

Page 39: ...er M44247 001 Before removing the touchpad cable follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 28 2 Remove the top cover keyboard Top cover keyboard on page 28 Remove the touchpad cable 1 Remove the retention pad 1 that secures the touchpad cable to the computer 2 Detach the clear shield 2 that covers the touchpad cable ZIF connector on the system bo...

Page 40: ...ish M44245 001 Before removing the touchpad follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 28 2 Remove the top cover keyboard Top cover keyboard on page 28 Remove the touchpad 1 Remove the rubber pad 1 that secures the touchpad cable to the computer The rubber pad is available using spare part number L89786 001 2 Remove the clear shield 2 that covers ...

Page 41: ...01 Before removing the speakers follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 28 2 Remove the top cover keyboard Top cover keyboard on page 28 Remove the speakers 1 Detach the clear shield 1 that secures the battery cable to the system board 2 Disconnect the battery cable 2 from the system board 3 Remove the four Phillips M2 0 3 5 screws 3 that secur...

Page 42: ...stem board 7 Release the speaker cable 3 from the retention clips built into the front edge of the battery 8 Remove the Phillips M2 0 3 5 screws 4 that secures the right speaker to the computer 9 Remove the speakers 5 Reverse this procedure to install the speakers Battery To remove the battery use this procedure and illustration 34 Chapter 5 Removal and replacement procedures for authorized servic...

Page 43: ...erse this procedure to install the battery Sensor board cable To remove the sensor board cable use this procedure and illustration NOTE The sensor board cable is included in the Cable Kit spare part number M44247 001 and includes double sided adhesive Before removing the sensor board cable follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 28 2 Remove the...

Page 44: ...d adhesive 6 Remove the sensor board cable Reverse this procedure to install the sensor board cable Sensor board To remove the sensor board use this procedure and illustration Table 5 5 Sensor board description and part number Description Spare part number Sensor board M44240 001 NOTE The sensor board spare part kit does not include the sensor board cable The sensor board cable is included in the ...

Page 45: ...board To remove the system board use these procedures and illustrations Table 5 6 System board descriptions and part numbers Description Spare part number System board includes integrated Mediatek Arm Cortex A MT8183 2 00 GHz integrated processor 8 core a graphics subsystem with UMA memory replacement thermal material and the Chrome operating system Equipped with 8 GB of system memory and 64 GB of...

Page 46: ... 0 3 5 screw 4 that secures the WLAN module bracket to the system board and then remove the WLAN module bracket 5 The WLAN module bracket is available using spare part number M45807 001 5 Carefully disconnect the two wireless antenna cables 6 from the WLAN module NOTE The 1 white WLAN antenna cable connects to the WLAN module 1 Main terminal The 2 black WLAN antenna cable connects to the WLAN modu...

Page 47: ...are part number Heat sink includes replacement thermal material M44241 001 Before removing the heat sink follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 28 2 Remove the top cover keyboard Top cover keyboard on page 28 3 Disconnect the battery cable from the heat sink Speakers on page 33 4 Remove the system board System board on page 37 Remove the heat ...

Page 48: ...he display assembly use these procedures and illustrations Full hinge up displays are not available as spare parts Spare parts for displays are available only at the subcomponent level Before removing the display panel follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 28 2 Remove the top cover keyboard Top cover keyboard on page 28 3 Disconnect the batte...

Page 49: ...rom the system board 6 Detach the webcam microphone module cable 7 from the bottom cover The webcam microphone module cable is attached to the bottom cover with double sided adhesive 7 Release the webcam microphone module cable 8 from the retention clips built into the bottom cover 8 Release the retention bar 9 that secures the display panel cable to the system board and then disconnect the displa...

Page 50: ... bracket is available using spare part number L89774 001 14 Remove the six Phillips M2 0 2 9 broad head screws 3 that secure the display hinge brackets to the display back cover 15 Release the display hinge brackets 4 from the display back cover by swinging them up and forward 16 Release the wireless antenna cables webcam microphone module cable and display panel cable from the display hinge areas...

Page 51: ...P slim non touchscreen display panel typical brightness 220 nits M44255 001 29 5 cm 11 6 in LCD HD 1366 768 antiglare WLED SVA 45 CG eDP slim non touchscreen display panel typical brightness 220 nits 19 Turn the display panel upside down with the bottom edge toward you 20 Release the grounding tape 1 that secures the display panel cable to the display panel 21 Release the retention bar 2 that secu...

Page 52: ...F connector to which the webcam microphone module is connected and then disconnect the webcam microphone module cable from the webcam microphone module The webcam microphone module is available using spare part number M44253 001 The webcam microphone module cable is included in the Cable Kit spare part number M44247 001 27 Remove the four Phillips M2 5 4 7 screws 1 that secure the display hinges t...

Page 53: ...e hinges 2 out of the bottom cover The display hinges are available using spare part number M44251 001 Reverse this procedure to reassemble and replace the display assembly ENWW Component replacement procedures 45 ...

Page 54: ...46 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW ...

Page 55: ...rive For detailed information about creating a backup go to http www support google com Resetting A factory reset erases all the information on your computer hard drive including all the files in the Downloads folder Before you reset make sure to back up your files to an optional USB flash drive SD memory card or through Google Drive The factory reset will not delete any of your files on Google Dr...

Page 56: ...ss the power button The computer restarts and the screen shows the Chrome OS is missing or damaged screen Installing the Chromebook Recovery Utility The Chromebook Recovery Utility is an app used to recover the original operating system and software programs that were installed at the factory This utility can be installed from the Chrome Web Store on any computer Creating recovery media Recovery m...

Page 57: ...ENWW Erase and reformat the recovery media 49 ...

Page 58: ...50 Chapter 6 Backing up resetting and recovering ENWW ...

Page 59: ...ric U S Dimensions Width 295 00 mm 11 61 in Depth 205 30 mm 8 08 in Height front to back 18 85 mm 0 74 in Weight 1 34 kg 2 95 lb Input power Operating voltage and current 19 5 V dc 2 31 A 45 W 19 5 V dc 3 33 A 65 W 19 5 V dc 4 62 A 90 W 19 5 V dc 7 70 A 150 W 19 5 V dc 10 3 A 200 W Temperature Operating 5 C to 35 C 41 F to 95 F Nonoperating 20 C to 60 C 4 F to 140 F Relative humidity noncondensing...

Page 60: ... this range of temperatures 29 5 cm 11 6 in display specifications This section provides specifications for your display Table 7 2 Display specifications Metric U S Active diagonal size 29 5 cm 11 6 in Resolution 1366 768 HD panel Surface treatment Antiglare HD panel Brightness 220 nits HD panel 45 and 50 NTSC panels Viewing angle UWVA and SVA Backlight WLED Display panel interface eDP 52 Chapter ...

Page 61: ...y Use the following steps to remove personal data from the computer including the nonvolatile memory found in Intel based and AMD based system boards NOTE If your tablet has a keyboard base connect to the keyboard base before beginning steps in this chapter Current BIOS steps Use these instructions to restore nonvolatile memory 1 Follow these steps to restore the nonvolatile memory that can contai...

Page 62: ...er the password at the prompt j Select the Main menu select Apply Factory Defaults and Exit select Yes to save changes and exit and then select Shutdown k Reboot the system If the system has a Trusted Platform Module TPM fingerprint reader or both one or two prompts will appear one to clear the TPM and the other to Reset Fingerprint Sensor Press or tap f1 to accept or f2 to reject l Remove all pow...

Page 63: ...protected backup of critical System BIOS code EC firmware and critical computer configuration data for select platforms that support HP Sure Start For more information see Using HP Sure Start select products only on page 59 Data cannot be written to this device via the host processor The content is managed solely by the HP Sure Start Embedded Controller This memory is protected by the HP Sure Star...

Page 64: ...e on screen instructions 1 5 MB or 7 MB Yes Yes Stores Management Engine Code Settings Provisioning Data and iAMT third party data store Management Engine Code is programmed at the factory Code is updated via Intel secure firmware update utility Unique Provisioning Data can be entered at the factory or by an administrator using the Management Engine MEBx setup utility The third party data store co...

Page 65: ...rprint reader select products only 512 KB flash Yes Yes Stores fingerprint templates Fingerprint reader memory is programmed by user enrollment in HP ProtectTools Security Manager Only a digitally signed application can make the call to write to the flash Questions and answers Use this section to answer your questions about nonvolatile memory 1 How can the BIOS settings be restored returned to fac...

Page 66: ...ent and recovery software 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 3 Where is the UEFI BIOS located The UEFI BIOS is located on a flash memory chip You must use a utility to write to the chip 4 What kind of configuration data is stored on the DIMM Se...

Page 67: ...tion and then follow the on screen instructions c At the Secure Boot Configuration window select Secure Boot select Clear Secure Boot Keys and then follow the on screen instructions to continue Using HP Sure Start select products only Select computer models are configured with HP Sure Start a technology that continuously monitors your computer s BIOS for attacks or corruption If the BIOS becomes c...

Page 68: ...60 Chapter 8 Statement of memory volatility ENWW ...

Page 69: ...nd no more than 2 0 m 6 5 ft All power cord sets must be approved by an acceptable accredited agency responsible for evaluation in the country or region where the power cord set will be used The power cord sets must have a minimum current capacity of 10 A and a nominal voltage rating of 125 V ac or 250 V ac as required by the power system of each country or region The appliance coupler must meet t...

Page 70: ...IMKO 1 France UTE 1 Germany VDE 1 India BIS 1 Israel SII 1 Italy IMQ 1 Japan JIS 3 Netherlands KEMA 1 New Zealand SANZ 1 Norway NEMKO 1 People s Republic of China CCC 4 Saudi Arabia SASO 7 Singapore PSB 1 South Africa SABS 1 South Korea KTL 5 Sweden SEMKO 1 Switzerland SEV 1 Taiwan BSMI 6 Thailand TISI 1 United Kingdom ASTA 1 62 Chapter 9 Power cord set requirements ENWW ...

Page 71: ... conductor 0 75 mm or 1 25 mm conductor size The wall plug must be a two pole grounding type with a Japanese Industrial Standard C8303 7 A 125 V ac configuration 4 The flexible cord must be Type RVV three conductor 0 75 mm conductor size Power cord set fittings appliance coupler and wall plug must bear the CCC certification mark 5 The flexible cord must be Type H05VV F three conductor 0 75 mm cond...

Page 72: ...64 Chapter 9 Power cord set requirements ENWW ...

Page 73: ...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 website at http www hp com recycle ENWW 65 ...

Page 74: ...66 Chapter 10 Recycling ENWW ...

Page 75: ...2 display panel removal 42 display panel bracket renmoval 42 spare part number 42 display panel cable removal 43 E electrostatic discharge ESD 17 19 preventing damage 17 19 20 erase and reformat recovery media removal 48 esc key 7 F factory reset 47 G grounding methods 17 19 20 guidelines packaging 17 24 transporting 17 24 workstation 17 18 H hard drive specifications 51 Hardware Kit spare part nu...

Page 76: ...tting up computer after reset or recovery 48 speaker removal 33 spare part number 33 speakers location 8 specifications computer 51 display 51 52 hard drive 51 static electricity 17 19 support information 24 system board removal 37 spare part numbers 37 system memory removing personal data from volatile 53 T Tape Kit spare part number 16 top cover keyboard removal 28 spare part numbers 28 touchpad...

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