Maintenance and Service Guide
E24m G4 model
SUMMARY
This guide provides information about spare parts, removal and replacement of parts, diagnostic tests, problem
troubleshooting, and more.
Table of Contents
General descriptions............................................................................................................................................ 3
Before returning the repaired product to the customer........................................................................................ 3
Features............................................................................................................................................................... 4
1
1 Getting started
Read this chapter to learn about safety information and where to find additional HP resources.
Important safety information
Carefully read the cautions and notes within this document to minimize the risk of personal injury to
service personnel. The cautions and notes are not exhaustive. Proper service methods are important to
the safe, reliable operation of equipment. Improper service methods can damage equipment.
The service procedures recommended and described in this service manual provide effective methods of
performing service operations. Service engineers should have prior repair knowledge and experience as
well as appropriate training for the product before performing service procedures.
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Be sure your working environment is dry and clean and meets all government safety
requirements.
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Be sure that other persons are safe while you are servicing the product.
Do not perform any action that can cause a hazard to the customer or make the product unsafe.
Use proper safety devices to ensure your personal safety.
Always use approved tools and test equipment for servicing.
Never assume the product’s power is disconnected from the main power supply. Check that it
is disconnected before opening the product’s cabinet.
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Modules containing electrical components are sensitive to electrostatic discharge (ESD).
Follow ESD safety procedures while handling these parts.
Some products contain more than one battery. Do not disassemble or expose a battery to high
temperatures, such as throwing into fire, or the battery may explode.
Refer to government requirements for battery recycling or disposal.
This information provides general service information for the monitor. Adherence to the
procedures and precautions is essential for proper service.
IMPORTANT: Only trained service personnel who are familiar with this HP product should perform service
or maintenance for it. Before performing any service or maintenance, personnel must read the important
safety information.
IMPORTANT: You must disconnect the power cord from the power source before opening the monitor
to prevent component damage.
Important service information and precautions
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Repair must be performed by professional service technicians in a repair center. End users
should not perform these procedures.
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Please note during servicing that the primary side is the high voltage area.
This monitor meets ROHS requirements. Be sure to use lead-free solder wire when soldering.
If you must change a capacitor, be sure to match the polarity as printed on the PCB.
If you must replace a capacitor, make sure the specification and part number match the BOM
and location.
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If you must replace a capacitor, insert new parts carefully to avoid a short circuit caused by the
2
near pin.
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Do not get the board wet. Water and moisture can cause a short circuit that causes
malfunctions.
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To avoid damage, be sure to use lead-free solder.
When soldering, work quickly to avoid overheating the circuit board.
Keep the soldering iron tip clean and well tinned when replacing parts.
After repair, perform a close inspection of the circuit board to confirm it is in good condition.
After repair, perform a function test to confirm the power supply is working properly.
ERP Lot5 requirement
1. A professional repairer must have the technical competence to repair electronic displays and
comply with the applicable regulations for repairers of electrical equipment in the Member States
where the repairer operates. Reference to an official registration system as professional repairer,
where such a system exists in the Member States, shall be accepted as proof of compliance.
2. A professional repairer must have insurance that covers liabilities resulting from repairs,
regardless of whether required by the Member State.
RoHS (2002/95/EC) requirements
Applied to all countries that require RoHS.
The RoHS (Restriction of Hazardous Substance in Electrical and Electronic Equipment Directive) is a
legal requirement by the EU (European Union) for the global electronics industry sold in the EU and
other countries. Any electrical and electronics products launched in the market after June 2006 should
meet this RoHS requirement. Products launched in the market before June 2006 are not required to be
compliant with RoHS parts. If the original parts are not RoHS complaint, the replacement parts can be
non-ROHS complaint. If the original parts are RoHS compliant, the replacement parts MUST be RoHS
complaint.
If product service or maintenance requires replacing parts, confirm the RoHS requirement before
replacement.
General descriptions
This manual contains general information. There are two levels of service:
Level 1: Cosmetic/appearance/alignment service
Level 2: Circuit board or standard parts replacement
Firmware updates
Firmware updates for the monitor are available at support.hp.com. If no firmware is posted, the monitor
does not need a firmware update.
Before returning the repaired product to the customer
Perform an AC leakage current check on exposed metallic parts to be sure the product is safe to
operate without the potential of electrical shock. Do not use a line isolation transformer during this
check.
Measurements that are not within specified limits present a possible shock hazard. You must check and
repair the product before returning it to the customer.
3
2 Monitor features
This chapter provides an overview of the monitor’s features.
Features
Depending on the model, your monitor might include the following features:
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60.5 cm (23.8 in) diagonal viewable screen area with 1920 × 1080 @ 60 hz resolution, plus
fullscreen support for lower resolutions; includes custom scaling for maximum image size while
preserving original aspect ratio
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Wide color gamut to provide coverage of NTSC color spaces
Nonglare panel with an LED backlight
Antiglare panel with an LED backlight
Wide viewing angle to allow viewing from a sitting or standing position, or moving from side to
side
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Tilt, swivel and height adjustment capabilities for 23.8 and 27" monitor
Pivot capability to rotate the monitor head from landscape to portrait orientation for 23.8 and 27”
monitor
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Menu button and three onscreen display (OSD) buttons, three that you can reconfigure to
quickly allow selection of the most commonly used operations
Onscreen display (OSD) adjustments in several languages for easy setup and screen
optimization
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Embedded 5w SPK per side in monitor
Popup camera and microphone for online collaboration
Energy saver feature to meet requirements for reduced power consumption
Security cable slot on the rear of the monitor for an optional security cable
Cable management feature for placement of cables and cords connector
DisplayPort™ video input
High-Definition Multimedia Interface™ (HDMI) video input (cable included)
Audi-out (headphone) port on side
USB hub with one USB Type C port that connects to the computer (upstream) and four USB
ports that connect to USB devices (downstream). 1 of side USBA support BC1.2(1.5A)
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Ethernet jack
USB Type C ports that provides network, data, video and power delivery(up to 65w)
Plug and Play capability, if supported by your operating system Monitor stand
Removable stand for flexible monitor head mounting solutions
HP Quick Release 2 device to quickly attach the monitor head to the stand with a simple click,
and then remove it with the convenient sliding tab release
4
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VESA® mounting bracket for attaching the monitor head to a wall mount device or swing arm
VESA mounting capability (100 × 100 mm) for attaching the monitor to a swing arm mount
NOTE: For safety and regulatory information, refer to the Product Notices provided in your
documentation kit. To access the latest user guides or manuals for your product, go to
5
Front components
To identify the components on the front of the monitor, use this illustration and table.
Table 1-1: Front components and their descriptions
Component
Function
1
Camera
Allows you to video chat, record video, and
record still images.
NOTE: Camera functions vary depending on the
camera hardware and software installed on your
product.
2
3
4
Speaker mute light
The mute button has been turned on.
Mutes or restores speaker sound.
Speaker mute button
Speaker button (decrease sound)
Decreases speaker volume incrementally while
you hold down the key.
5
Speaker button (increase sound)
Increases speaker volume incrementally while
you hold down the key.
6
7
8
Microphone mute button
Microphone mute light
Power light
Mutes or restores microphone.
The mute button has been turned on.
White: The monitor is on.
Amber: The monitor is in a reduced power state
because of inactivity.
Blinking amber: The monitor is in a reduced
power state because of an Energy Saver
setting.
Rear components
To identify the components on the rear of the monitor, use this illustration and table.
6
Table 1-2: Rear components and their descriptions
Component
Function
1
Audi-out (headphone)/Audio in
(microphone) combo jack
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.
IMPORTANT: 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, type HP Documentation
in the taskbar search box, and then select HP
Documentation.
7
NOTE: When a device is connected to the jack,
the speakers are disabled.
2
3
Power button
Turns the monitor on or off.
OSD buttons (assignable)
When the OSD menu is open, press the
buttons to navigate through the menu. The
function light icons indicate the default button
functions. For a description of these functions,
see Using the OSD function buttons on page
19. You can reassign the function buttons to
quickly select the most commonly used
operations. See Reassigning the function
buttons on page 20.
4
5
6
7
Menu button
Press to open the OSD menu.
Connects an optional security cable.
Connects a power cord.
Security cable slot
Power connector
HDMI Port
Connects an HDMI cable from the source
device to the monitor.
8
DisplayPort IN port
Connects a DisplayPort cable from the source
device to the monitor.
NOTE: Use a standard USB Type-A charging
cable or cable adapter (purchased separately)
when charging a small external device.
9
USB Type C
Connects a USB Type C cable from the source
device to the monitor. Serves as a single
connection when docking an HP notebook.
10
DisplayPort OUT port
Connects a DisplayPort cable from the monitor
to a secondary monitor.
(For 23.8” and 27” monitor only)
11
12
Network jack
Connects an RJ-45 Ethernet cable to the
monitor.
USB port (2)
Connects a USB device, provides high-speed
data transfer, and charges small devices such
as a smartphone, even when the computer is
off with OSD Performance mode on.
13
USB port (2)
Connect USB devices to the monitor
NOTE: The upper port supports USB battery
charging.
8
Locating the serial number and product number
The SPEC label (1) and Barcode label (2) are located on the rear of the monitor. The serial number and
product number are located on a Safety label. You may need these numbers when contacting HP about
the monitor model.
For worldwide models (except India):
Barcode label
Spec label
For India:
Bar code label
9
Spec label
10
3 Illustrated parts catalog
To identify the monitor major components, use this illustration and table.
Item
Description
Qty
1
LOGO HP 12
1
1
2
DECO_BEZEL
3
Deco mylar
1
1
4
Speaker Cover
5
Lens
3
6
SPEAKER
1
1
7
Panel
8
1
1
1
2
1
1
1
MIDDLE_FRAME
INSULATING SHEET
9
10
11
12
13
14
Power Board
RUBBER PAD
MAINFRAME
HEAT SINK
Skype key board
11
15
16
17
18
1
1
1
1
Skype key
Spring
Release button
K-lock plate
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
S1
S2
S3
S4
S5
Audio board
1
1
1
1
1
1
1
1
1
1
1
1
1
1
2
1
1
1
17
8
1
1
4
SHIELD_AUDIO
OSD key board
OSD key board
REAR_COVER
stand ass'y
BASE_ASS’Y
LOGO HP 56
Main Board
HARNESS 1P-1P 180
SHIELD_PLATE
HINGE ASS'Y
HINGE ASS'Y
HINGE ASS'Y
Webcam bracket
HINGE ASS'Y
SHIELD_USB
USB Board
QM1G30300301200ARA
0D1G1030 6120
QM1G38400601200ARA
0M1G102500404700RA
QM1G074Z1002250AH1
How to order parts
The HP authorized repair center can purchase the power board from HP.
Power board
Description
HP spare part number
M74290-001
Manufacturer part number
PLPCD561KAAG
PSU E24m G4 1st source
PSU E24m G4 2nd source
M74290-002
PLPCLE311IQA2
Capacitors and connectors are available for purchase from the following EU distributors:
12
Tme Component: Transfer Multisort Elektronik
Capacitors by distributor
Component
Component
distributor
Location
Distributor part number
description
NA
NA
NA
NA
Connectors by manufacturer
Component
description
Location
identifier
Component
distributor
Distributer part number
DP1RD20JQ1
(JAE)
SD-47151-001
(Molex)
DisplayPort
HDMI
CN502&CN503
Farnell
CN501
CN610
CN101
CN105
RS
NA
RS
tme
Audio
NA
DX07S024JJ2R1300
(JAE)
USB Type-C
RJ45
LMJ34788114NWGY
(AMPHENOL)
SD-48394-001
(Molex)
USB3.0
USB3.0
CN1032&CN033 RS
CN103 Farnell
48406-0001
(Molex)
NOTE: Rear cover and chassis need to be modified to hold connector. Connector may need
modifications to meet functional, safety and regulatory requirements accordingly if it doesn’t match
exactly.
Internal and External Power Supplies are available for purchase from the following EU distributor: EET
NOTE: HP continually improves and changes product parts. For complete and current information
country or region, and then follow the on-screen instructions.
13
4 Removal and replacement procedures
Adherence to these procedures and precautions is essential for proper service.
Preparation for disassembly
Use this information to properly prepare to disassemble and reassemble the monitor.
1) Read the “Important safety information” and “Important service information and precautions”
sections in the “Getting started” chapter of this guide.
2) Clean the room for disassembly.
3) Identify the disassembly area.
4) Check the position that the monitors are to be placed along with the number of monitors. Prepare the
area for material flow according to the disassembly layout.
5) Be sure to have the following equipment and materials:
Press fixture
Working table
Screwdriver
Knife
Gloves
Cleaning cloth
ESD protection
Scraper bar in the following dimensions:
Rear Cover
Before removing the Rear Cover, follow these steps:
Remove the Rear Cover:
▲
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1) Remove four screw from the rear case.
2) Use your fingers to split the left and right sides apart between the middle frame and rear case.
3) Insert the scraper bar tool into the gap between the middle frame and rear case, and then rotate.
The hook opens. Repeat the steps.
4) Disassemble Rear Cover.
5) Remove the Control board wire, USB board wire and key board wire from the Interface-board.
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6) Remove the Audio board wire, Connector board wire and Webcam module wire from the Interface-
board.
7) Disassemble the USB board from the Rear Cover (if required).
8) Remove 2 screws from the bracket.
9) Disassemble 7 screws from the board.
10) Disassemble all the boards from housing.
11) Disconnect all the wires from the board.
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Power board
The power board part number is PLPCD561KAAG (1st source) or
PLPCLE311IQA2 (2nd source).
Before removing the power board, follow these steps:
Remove the power board:
1) The HP E24m G4 power board connector position is as follows:
CN910
Warning: After unplugging the
CN801
power supply, the capacitance
is still charged, do not touch
and discharge the capacitor.
2) Locate the part number location on the board
Connector repair
This procedure includes HDMI, DisplayPort, USB Type-C, RJ45 and USB3.0 connectors.
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The connectors are on the main board (board part number CBPCPD9H1Q1)
The connectors identifiers are as follows:
Connector
HDMI
Location
CN501
CN502
CN503
CN101
CN105
CN103
DisplayPort 1
DisplayPort 2
USB Type-C
RJ45
USB 3.0
MAIN BOARD
CN501 CN502 CN101
CN105CN103
CN503
This procedure includes audio connectors.
The connectors is on Audio board (board part number AUPCPQA5)
The connector identifiers are as follows:
Connector
Location
Audio
CN610
18
AUDIO BOARD
CN610
This procedure includes USB3.0 connectors
The connectors is on USB board (board part number USBPQAE).
The connector identifiers are as follows:
Connector
USB 3.0
Location
CN1032
CN1033
USB 3.0
USB BOARD
CN1032
CN1033
Before repairing connectors, follow these steps:
IMPORTANT:
• Repair Condition: Connector repair is only for out of warranty.
• Repairing must operate by professional repairers (Note) in repair center, not applicable for end
user.
• Electrostatic protection is required when component replacement is required.
• The monitor meets ROHS, please use Lead-free solder wire for soldering.
• If Connector need to replace, must check specification and part number whether match the BOM
and location.
19
• If connector need to replace, please insert new parts carefully because the near pin may cause
short circuit by inappropriate operate.
• DO NOT allow any liquid on the board. Water and moisture may cause short-circuit to the
electronic components and lead to malfunctions.
• The fusion point of Lead-Free solder is requested. Repairing with conventional lead wire may
cause damage.
• Work quickly to avoid overheating the circuit board as soon as you confirm the steady soldering
condition.
• Keep the soldering iron tip clean and well tinned and when replacing parts.
• A close inspection of the circuit board revealed look in good condition.
• After repaired, must connect source to each port to check Main board function is ordinary.
Note: (The requirement of professional repairers’ regulation by ERP lot5)
1) The professional repairer has the technical competence to repair electronic displays and complies
with the applicable regulations for repairers of electrical equipment in the Member States where it
operates. Reference to an official registration system as professional repairer, where such system
exists in the Member States concerned, shall be accepted as proof of compliance with this point.
2) The professional repairer is covered by insurance covering liabilities resulting from its activity,
regardless of whether this is required by the Member State.
Audio connector CN610
Repair the audio connector:
1) Use a hot air gun to melt the solder on the pins. Pin solder with soldering iron and absorber. You
can gently push down with the soldering iron once everything is molten to move the M1 out of the
through holes.
2) Lift the CN610 connector from the circuit board.
3) Place the new component on the circuit board. Be sure that it matches the footprint.
4) Solder the new component.
HDMI connector CN501
Repair the HDMI connector:
1) Use a soldering iron and a de-soldering pump to remove as much solder as possible from the pin.
20
2) Use a hot air gun to melt the solder on the pins.
3) Lift the CN501 connector from the circuit board.
4) Place the new component on the circuit board. Be sure that it matches the footprint.
5) Solder the new component.
DP connector CN502
Repair the DP connector:
1) Use a soldering iron and a de-soldering pump to remove as much solder as possible from the pin.
2) Use a hot air gun to melt the solder on the pins.
3) Lift the CN502 connector from the circuit board.
4) Place the new component on the circuit board. Be sure that it matches the footprint.
5) Solder the new component.
DP connector CN503
Repair the DP connector:
1) Use a soldering iron and a de-soldering pump to remove as much solder as possible from the pin.
21
2) Use a hot air gun to melt the solder on the pins.
3) Lift the CN503 connector from the circuit board..
4) Place the new component on the circuit board. Be sure that it matches the footprint.
5) Solder the new component.
TYPE-C connector CN101
Repair the TYPE-C connector:
1) Use a soldering iron and a de-soldering pump to remove as much solder as possible from the pin.
2) Use a hot air gun to melt the solder on the pins.
3) Lift the CN101 connector from the circuit board.
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4) Place the new component on the circuit board. Be sure that it matches the footprint.
5) Solder the new component.
RJ45 connector CN105
Repair the RJ45 connector:
1) Use a soldering iron and a de-soldering pump to remove as much solder as possible from the pin.
2) Lift the CN105 connector from the circuit board.
3) Place the new component on the circuit board. Be sure that it matches the circuit board footprint.
4) Solder the new component.
USB3.0 connector CN103
Repair the USB connector:
1) Use a hot air gun to melt the solder on the pins. Pin solder with soldering iron and absorber. You can
gently push down with the soldering iron once everything is molten to move the CN103 out of the
through holes.
2) Lift the CN103 connector from the circuit board.
3) Place the new component on the circuit board. Be sure that it matches the circuit board.
4) Solder the new component.
USB 3.0 connector CN1032&CN1033
Repair the USB connector:
1) Use a hot air gun to melt the solder on the pins. Pin solder with soldering iron and absorber. You can
gently push down with the soldering iron once everything is molten to move the CN103 out of the
through holes.
23
2) Lift the CN1032&CN1033 connector from the circuit board.
3) Place the new component on the circuit board. Be sure that it matches the circuit board footprint.
4) Solder the new component.
24
Function test
After repair, be sure to confirm that all functions are working.
Table 4-1: Function test
Test item
Operating description
Tool used
HDMI test
Confirm whether image displays and sound
plays correctly on the monitor.
Computer or DVD player
DP test
Confirm whether image displays and sound
plays correctly on the monitor.
Computer or DVD player
Computer or USB-C player
USB-C test
Audio test
Confirm whether image displays and sound
plays correctly on the monitor
Change volume and balance to confirm whether Speaker
volume is smooth and loud enough.
Support and troubleshooting
The following table lists possible problems, the possible cause or each problem, and the recommended
solutions.
Table 4-2: Solving common problems
Problem
Possible cause
Solution
Screen is blank Power cord is disconnected.
Connect the power cord.
or video is
flashing.
Monitor is off.
Power the power button.
NOTE: If pressing the
Power button has no
effect, press and hold the
power button for 10
seconds to disable the
Power button lockout
feature.
Video cable is improperly connected.
System is in Auto-Sleep Mode.
Connect the video cable
properly.
Press any key on the
keyboard or move the
mouse to inactivate the
screen blanking utility.
Video card is incompatible.
Open the OSD menu and
select the Input menu. Set
Auto-Switch Input to Off
and manually select the
input or replace the video
card or connect the video
cable to one of the
25
computer’s on-board video
sources.
Image appears
blurred,
indistinct, or too
dark.
Brightness is too low.
Open the OSD menu and
select Brightness to adjust
the brightness scale as
needed.
Check Video
Cable is
Monitor video cable is disconnected.
Connect the appropriate
video signal cable
displayed on
screen.
between the computer and
monitor. Be sure that the
computer power is off
while you connect the
video cable.
Input Signal Out Video resolution and/or refresh rate are set
Change the settings to a
supported setting.
of Range is
displayed on
screen.
higher than what the monitor supports.
The monitor
The monitor's power saving control is disabled. Open the OSD menu and
select Power, select Auto-
does not enter
into a low-power
sleep state.
Sleep Mode, and then set
auto-sleep to On.
“OSD Lockout”
is displayed
The monitor’s OSD lock function is enabled.
Press and hold the Menu
button for 10 seconds to
disable the OSD Lockout
function.
Power Button is The monitor's Power Button Lockout function is Press and hold the Power
Locked is
Displayed
enabled.
button for 10 seconds to
unlock the power button
function.
26
Index
components
preparation for disassembly, 14
RC removal, 14
front, 6
rear, 6
connector repair, 17
features, 4
rear components, 6
removal
power board, 17
firmware updates, 3
front components, 6
function test, 25
how to order parts, 12
illustrated parts catalog, 11
menu button location, 6
parts, 11
parts, ordering, 12
power board removal, 17
power light location, 6
precautions, 2
RC, 14
removal and replacement procedures, 14
returning to customer, 3
RoHS (2002/95/EC) requirements, 3
safety information, 2
serial number location, 9
service information, 2
spare parts, 11
support and troubleshooting, 25
troubleshooting, 25
27
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