HP Customer Support - Knowledge Base







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

This document pertains to HP Notebook PCs with LCD display screens.
If you have a cracked or broken LCD screen, please use one of the following options to repair or replace it. Self-repair is not recommended.
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 might happen:
  • Lines or patterns might appear on the screen. There might be many lines or only a few lines.
  • Black “spots” might also appear. This can be liquid crystal material spilling out of a crack. A crack might be present which causes lines to appear but no liquid crystal spots are apparent. The spots might be small or might 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 might 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.

Customer Induced Damage to an LCD screen (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 to an LCD screen (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 might be a damaged panel, but can also be caused by graphics system failure or a loose internal video cable.
Diagonal or horizontal lines
Diagonal or horizontal lines
Discolored, lightened, or darker area in screen
Liquid has entered inside the display panel.
Discolored, light, and darker areas on the screen
White spots or lightened localized areas
Lighter areas or white spots are visible on the screen. This typically happens when a sharp object or edge forcefully contacts the display screen.
White spots on the screen
Dark spots in localized areas, an example of Mura defects
Dark spots are on the screen. These wide-area pixel defects are typically caused by a sharp object hitting the screen.
Dark spots on the screen
Dark spot on the screen
Dark spot on the 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 with bright white areas
Black splotches and white areas
Black splotches and bright white areas
Black splotches and bright white areas
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.
Black splotches cutting through the screen
Black splotches cutting through the screen
Black splotches cutting through the screen
Broken glass
In extreme cases, the broken glass might be visible, as well as black and white blotches.
Broken glass with black and white splotches
Broken glass with black and white splotches

The damage to my LCD screen is not covered by standard warranty. 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 Accidental Damage Protection (ADP). If the computer is out of warranty, a fee-based service may be initiated by contacting HP.
If you do not have an 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 www.hp.com home page, click Support, then select Support & Troubleshooting.
  2. From the HP Customer Support page, enter your product name/number, then press the Enter key.
    Figure : HP Customer Support home page
    HP Customer Support home page with search field highlighted
  3. If more than one match is returned in the search results, select your specific model.
  4. On the product support page, click User Guides.
    Figure : User Guides
    Product support page with User Guides highlighted
  5. Click Maintenance and Service Guide to open the manual.
    Figure : Maintenance and Service Guide
    Product User Guides with Maintenance and Service Guide highlighted
  6. Locate the part number and the removal and replacement instructions.
    Figure : Locating spart part numbers
    Optical Drive section with Spare part number column highlighted
  7. Once you have found the correct part number, see Ordering HP Certified Replacement Parts. Use the instructions in this document to order a replacement part.
    You can also click Contact Support near the top of the page to contact a representative or locate an authorized repair facility.
We recommend you only order parts from an authorized HP repair parts dealer. Parts ordered from third-party companies might not perform as expected and might cause additional operational problems.






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