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HP Notebook PCs - Diagnosing a Liquid Crystal Display (LCD) for Damage

LCD display screens on notebook computers are made of two thin layers of glass with dark liquid crystal material in between. The glass is covered on the outside by a layer of plastic. Customers often feel that there cannot be a broken LCD display because they cannot feel the break. However, cracks in the glass usually cannot be felt because the plastic covering rarely breaks or fractures.

When the LCD display glass is broken any of the following may happen:

  • Lines or patterns may appear on the screen. There may be many lines or only a few lines.
  • Black “spots” may also appear. This can be liquid crystal material spilling out of a crack. A crack may be present which causes lines to appear but no liquid crystal spots are apparent. The spots may be small or may appear later or grow larger in time. Customers often say that there were no black spot(s) when the unit was sent for repair, so it must have occurred during or after shipment.
  • The screen may be totally black; however, some sort of pattern can usually be seen if you look closely.

It is important to understand that lines on the LCD can also be caused by video driver issues or a problem with the media you are using. Video driver issues can normally be resolved by downloading and installing a new video driver. However, if the damage is due to a broken LCD, you should understand the following policies.

Accidental Damage Protection (ADP)

HP provides its customers the option to purchase an Accidental Damage Protection (ADP) plan. This plan must be purchased prior to any damage occurring. Customers may purchase the ADP plan through the retailer where they purchased the computer.

The ADP approach is simple: you break it; we fix it, quickly and conveniently for you. The service covers all parts and labor, but more importantly, it also covers a complete range of damage that warranty or service contracts don't, including unintentional spills, drops, falls, and collisions. Accidental Damage Protection even covers a damaged or broken LCD display.


Customer Induced Damage (CID)

Customer Induced Damage is not covered under standard warranty. It is included only in Accidental Damage Protection. Most damaged or broken LCDs will be considered as CID.

Occasionally there are exceptions. Therefore, you may wish to contact a service agent for additional information. Also, for customers who receive their unit from service with damage, the repair will be set up as an exception.


Examples of Customer Induced Damage (CID)

The following table shows examples of damaged panels and common descriptions for the damage.

All of these examples are of damaged panels that would not be covered by standard warranty.

CID Defect
Example of damaged LCD Panel
Diagonal or jagged lines and/or the presence of both horizontal and vertical lines.
Diagonal or jagged lines (white area in 1) and both horizontal and vertical lines indicate panel damage. One set of either horizontal or vertical lines may be a damaged panel, but can also be caused by graphics system failure or a loose internal video cable.
Discolored, lightened, or darker area in screen
Liquid has entered inside the display panel.
White spots or lightened localized areas
Lighter areas or white spots visible on the screen. This typically happens when a sharp object or edge forcefully contacts the display screen.
Black "splotches" or "blotches" with bright white areas exposed
The internal glass has cracked allowing liquid crystal to pool into areas (the black blotches). When this happens, the areas void of liquid crystal are bright white.
Black splotches cutting through the screen
The internal glass has cracked and liquid crystal is leaking (sometimes call bleeding) inside the display panel along the crack.
Broken glass.
In extreme cases, the broken glass may be visible, as well as black and white blotches.


What can I do now?

In most cases, this damage is considered customer induced and is not covered by any standard warranty. Therefore, it will be the owner's responsibility to cover the cost of repair unless they have previously purchased ADP. If the computer is out of warranty, a fee-based service may be initiated by contacting HP.

If you do not have an Accidental Damage Protection (ADP) policy and do not want to pay for the repair of a damaged LCD, you can connect an external monitor and use the notebook as-is. Or you could purchase a keyboard, mouse, and monitor, and use the notebook as if it were a desktop tower. LCD screen damage usually doesn't affect the operation of the notebook computer. You can also remove the hard drive and use it in an external enclosure on another computer.


Attempting a do-it-yourself repair

Attempting a do-it-yourself repair on notebook computers is not recommended for most customers. An improper action can cause irreparable damage to the computer. It is recommended that all repairs be done by an experienced and authorized service provider. If you choose to perform do-it-yourself repairs, do the following to identify and order the correct replacement parts.

  1. Open a web browser and go to home page, click Support & Drivers link at the top of the page.

  2. On the Support & Drivers page, select the Product Support & Troubleshooting tab, enter your product name/number, and then click Search .

    Figure 1: Product Support & Troubleshooting

    Image of Product Support & Troubleshooting search page
  3. If more than one match is returned in the search results, select your specific model.

  4. On the support page for your specific product, click Manuals to locate the associated Maintenance and Service Guide .

    Figure 2: Example of support page

    Example image of a support page showing the  location of the manuals link.
  5. Click Maintenance and Service Guide to open manual.

    Figure 3: Example of manual list

    Example image of a manual list showing the Maintenance and Service Guide
  6. Locate the part number, and the removal and replacement instructions.

    Figure 4: Example of maintenance and service guide

    Example image of maintenance and service guide
  7. On the support page, select Order Parts or select another link to learn about other support options.

    You can also click Contact HP near the top of the page to contact a representative or locate an authorized repair facility.

    Figure 5: Example of support page

    Example image of support page showing location of support options and contact HP links
  8. Enter the part number that you located in the Maintenance and Service Guide into the Search by part number field, and press the enter key to start the search.

    Figure 6: HP Parts Store

    Image of HP Parts Store with location of search field highlighted
  9. Follow the on-screen instructions to complete the ordering process and purchase the replacement part.

We recommend that you only order parts from an authorized HP repair parts dealer. Parts ordered from third-party companies may not perform as expected and may cause additional operational problems.


Contact HP

Individual countries and regions have their own procedures for providing product support and customer service. For your country or region, go to the Hewlett Packard Technical Support page, select a country or region, and then click Contact HP . Alternately, click the Contact HP link near the upper left corner of this web page


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