HP Laptop PC - HP Stream 11-Ak0000

Notebook NPI training document
HP Laptop PC – HP
Stream 11-ak0000
Final Release
December 2018
About this training document:

The HP Stream 11-ak0000 Laptop PC is a clamshell notebook designed to
support customers that require a durable and cost-effective solution for
productivity and entertainment. The HP Stream 11-ak0000 aims to build on the
reputation of the HP Stream 11-y000 Laptop PC while maintaining most of its
core characteristics.
Audience:
This notebook NPI training document is confidential and intended for use by
people in the following roles:
• Call Center agents
• Support agents
• Service engineers
• Field service engineers
• Other
Prerequisites:
This training should be taken in conjunction with additional courses. Consult the
Resources section of this document for a complete list of prerequisites and
instructions on how to access them.
HP Stream 11-ak0000 Laptop PC training document
Table of contents
Table of contents ................................................................................................... 2
1 Introduction ........................................................................................................ 4
1.1 Objectives ............................................................................................................................................ 4
1.2 Product overview ............................................................................................................................... 4
1.2.1 Key features ............................................................................................................................ 4
1.3 Walkaround ........................................................................................................................................ 5
1.4 Quick quiz ............................................................................................................................................ 7
2 What’s different?................................................................................................. 8
2.1 Hardware............................................................................................................................................. 8
2.1.1 Quick quiz .............................................................................................................................. 10
2.2 Firmware and software .................................................................................................................. 11
2.2.1 Quick quiz .............................................................................................................................. 11
3 New technologies ............................................................................................... 12

3.1 Windows 10 Fall 2018 Update (Redstone 5) ............................................................................. 12
3.2 MU-MIMO connectivity .................................................................................................................... 12
4 More specifications............................................................................................. 13
4.1 Web-Based Interactive Search Engine (WISE)............................................................................ 13
4.2 Additional sources for specifications ........................................................................................... 13
5 Warranty ........................................................................................................... 14
5.1 Warranty ............................................................................................................................................ 14
5.2 Service information ......................................................................................................................... 14
6 Service............................................................................................................... 15
6.1 LEDs ................................................................................................................................................... 15
6.2 Customer Self Repair ...................................................................................................................... 15
6.3 BIOS .................................................................................................................................................... 15
6.4 HP PC Hardware UEFI Diagnostics ................................................................................................ 16
6.5 Part locator ....................................................................................................................................... 16
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© Copyright 2018 HP Inc. Table of contents 2
6.6 Support .............................................................................................................................................. 16
7 Troubleshooting ................................................................................................. 17
7.1 Web support ..................................................................................................................................... 17
7.2 Consider this ..................................................................................................................................... 17
8 Resources .......................................................................................................... 18
8.1 Prerequisites .................................................................................................................................... 18
8.2 SML media......................................................................................................................................... 18
9 Solutions to learning checks ................................................................................ 19
Appendix A ........................................................................................................... 20
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© Copyright 2018 HP Inc. Table of contents 3
1 Introduction
1.1 Objectives
You should know about the features and specifications of the HP Stream 11-ak0000 Laptop PC. After
completing this training, you should be able to:
• Identify the external and internal features of the notebook

• Differentiate the notebook from its predecessor
• Identify the key hardware and software features of the notebook
• List the warranty options, service strategy, support strategy, and service tag location for the
notebook
• Identify important troubleshooting areas for the notebook
1.2 Product overview

The HP Stream 11-ak0000 Laptop PC is a zero-spindle notebook that ships to the US and select
countries in the EMEA region. The notebook has a 29.5 cm (11.6 inch) display panel and features Intel
Gemini Lake and Braswell processors with an integrated graphics controller.
The notebook would suit cost-conscious customers who require a stylish, light-weight, and high-
performance notebook for productivity and entertainment.
1.2.1 Key features

The notebook is preinstalled with the Windows 10 October 2018 Update OS and has a range of
features, such as:
• Up to 4 GB on-board system memory

• USB 3.1 Gen 1 Type-C port
• Up to 64 GB storage
• Kensington Nano Security Lock slot
INFORMATION: For more detailed hardware specifications, please refer to the Web-Based Interactive Search
Engine (WISE). Consult the More specifications section for more information on how to access additional tools.
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© Copyright 2018 HP Inc. Introduction 4
1.3 Walkaround
The following images show a few different views of the notebook.
Front view
Left view
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Right view
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1.4 Quick quiz

Identify the missing labels.
Quick quiz
1. __________________________________________________
2. __________________________________________________
3. __________________________________________________
4. __________________________________________________
Click here to see the solution
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2 What’s different?
2.1 Hardware
The HP Stream 11-ak0000 Laptop PC is very similar to the HP Stream 11-y000 Laptop PC. The
notebooks share many features and specifications, but there are also some differences.
The following table lists the key differences for the notebooks.
Item HP Stream 11-ak0000 Laptop HP Stream 11-y000 Laptop

PC PC
Industrial design Top and bottom covers— Top and bottom covers—
Plastic with an IMR finish in Plastic with the linear groove
the following colors: pattern in the following
• Royal Blue colors:
• Diamond White • Aqua Blue
• Rose Pink • Violet Purple
• Snow White
Keyboard deck—Available in
the following colors: • Keyboard deck—Features
• Jet Black (available on the digital thread lines in a
notebooks in the Royal color matching the top and
Blue color only) bottom covers
• Snow White (available on
notebooks in the Diamond
White and Rose Pink
colors only)
Processor Supports the following Intel Supports the following Intel

processors: processors:
• Pentium N5000 • Celeron N3060
• Celeron N4000 • Celeron N3050
• Celeron N3060 • Celeron N3350
Graphics Features the following Intel Features Intel HD Graphics

internal graphics: 400 and Intel HD Graphics
• UHD Graphics 605
(available with the Intel
Pentium N5000 CPU only)
• UHD Graphics 600
(available with the Intel
Celeron N4000 CPU only)
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© Copyright 2018 HP Inc. What’s different? 8
• HD Graphics 400 (available

with the Intel Celeron
N3060 CPU only)
Memory Supports: Supports:

• 4 GB single-channel DDR4 • 2 GB or 4 GB single-
system memory that runs channel DDR3L system
at 2400 MHz (for memory that runs at
notebooks with Intel 1600 MHz
Pentium N5000 and Intel • Up to 4 GB dual-channel
Celeron N4000 CPUs DDR3L system memory
only) that runs at 1600 MHz
• 2 GB or 4 GB single-
channel DDR3L system
memory that runs at
1600 MHz (for notebooks
with the Intel Celeron
N3060 CPU only)
Storage On-board eMMC 32 GB on-board eMMC

configurations:
• 32 GB
• 64 GB
Wireless Supports: Features the Intel Dual Band

connectivity • Realtek RTL8822BE Wireless AC-3168 802.11AC
802.11ac 2x2 WiFi + BT 1x1 Wi-Fi and Bluetooth 4.2
4.2 (MU-MIMO supported) combo adapter, with two
combo adapter, with two antennas
antennas
• Realtek RTL8821CE
802.11ac 1x1 WiFi + BT
4.2 (MU-MIMO supported)
combo adapter, with one
antenna
I/O ports • Two USB 3.1 • One USB 3.0

• One USB Type-C, with • One USB 2.0
data transfer
AC adapter 45 W only Supports:

• 45 W
• 65 W
Security Kensington Nano Security Slot Kensington Mini Security Slot
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NOTE: For more information about the HP Stream 11-y000 Laptop PC, consult the HP Stream 11-y000 Laptop PC
training (Course ID 01067622). For detailed specification information about the product, go to hp.com and search
using the product’s name.
2.1.1 Quick quiz

Which hardware features does the HP Stream 11-ak0000 Laptop PC support?
1. WWAN adapter
2. Intel Pentium N5000 processor
3. Intel UHD Graphics
4. USB Type-C port
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2.2 Firmware and software

The notebooks share many firmware and software features with their predecessors, but there are
some differences. The following table lists the new software and removed software for the HP Stream
11-ak0000 Laptop PC.
Item HP Stream 11-ak0000 HP Stream 11-y000 Laptop PC

Laptop PC
Operating Preinstalled with the

system Windows 10 October 2018
Update (1809)
Software The notebook no longer NOTE: See the HP Stream 11-

supports the following y000 Laptop PC (Course ID
applications: 01067622) for the complete
• HP 3D DriveGuard 6.x software load of the HP Stream
• HP PC Hardware 11-y000 Laptop PC.
Diagnostics (UEFI) 6.x
NOTE: HP JumpStart has

been renamed MyHP
NOTE: See Appendix A for

the complete software load
of the HP Stream 11-
ak0000 Laptop PC.
2.2.1 Quick quiz

Which software applications are preinstalled on the notebook?
1. HP Support Assistant (Win10 S)

2. McAfee AntiVirus
3. MyHP
4. HP Audio Switch
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3 New technologies
3.1 Windows 10 Fall 2018 Update (Redstone 5)
The notebook ships preinstalled with the Windows 10 Home or Professional operating systems, which
include the Windows 10 Fall 2018 Update (Redstone 5).
This latest update to Windows 10 brings several new features and improvements:
• Users can set up the Microsoft Office trial during the Out-Of-Box-Experience (OOBE)
• The OOBE duration might increase as users can now link their smartphone to the notebook during
the OOBE
In accordance with Microsoft’s support policy, HP does not support the Windows 7 or 8 operating
systems on products configured with Intel 8th Generation processors, and does not provide any
Windows 7 or 8 drivers on the HP support site.
Refer to the Windows 10 October 2018 Update (course ID 01080507) training for more information about the OS
update.
3.2 MU-MIMO connectivity

The Realtek RTL8822BE and the Realtek RTL8821CE combo adapters use the 802.11a/c wireless
standard and support Multiple User-Multiple-Input Multiple-Output (MU-MIMO) wireless technology.
With MU-MIMO technology the notebook can simultaneously connect with more than one MU-MIMO
compatible device. MU-MIMO technology only improves the download speed of data from MU-MIMO-
supported devices. Note that to use MU-MIMO, customers would require a router that supports the
technology.
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© Copyright 2018 HP Inc. New technologies 12
4 More specifications
For more detailed specifications of the notebook, refer agents to the following:
• Web-Based Interactive Search Engine (WISE)

• Additional resources such as hp.com, and the HP Computing Support YouTube channel
4.1 Web-Based Interactive Search Engine (WISE)

Agents can use WISE, which is accessible from https://support.hp.com/wise/products/ams-en, to
search for platform-related information and documents.
4.2 Additional sources for specifications

HP resources
Agents and customers can access specifications and other information for the platform by entering the
product name in the Search box on the HP website, http://www.hp.com.
For additional content, consult HP Computing Support YouTube channel, which is available at
https://goo.gl/LMdrlx.
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© Copyright 2018 HP Inc. More specifications 13
5 Warranty
5.1 Warranty
The HP Stream 11-ak0000 features the following standard HP warranty strategies:
• 1-1-0
• 2-2-0—Essential for Portugal, Turkey, Switzerland, Belgium, Poland, Czech, Slovakia, and Austria
Optional HP Care Packs will be supported.
A three-year damage protection pick-up service is also available.
5.2 Service information

The notebook’s service tag forms part of the master label, which is laser-etched on the bottom of the
unit. The internal service label and the feature byte labels are stickers attached to the inside of the
bottom cover.
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© Copyright 2018 HP Inc. Warranty 14
6 Service
6.1 LEDs
The LED states of the HP Stream 11-ak0000 Laptop PC are similar to the HP Stream 11-y000 Laptop
PC. To view an interactive simulator showing the LED states for the HP Stream 11-y000, access the SML
at http://thesml.hp.com.
6.2 Customer Self Repair

Only the AC adapter is customer-replaceable.
The following table lists the components that are qualified under the Customer Self Repair (CSR)
program.
Component Spare part number
AC adapter and power cord
45W non-PFC Smart RC 4.5mm 741727-001
NOTE: Contact your

regional service
Power cord management team for
region-specific spare part
numbers.
INFORMATION: For more information on service parts and service procedures, you can visit the HP Part Surfer
website http://partsurfer.hp.com/. You might also find these on the HP Computing Support YouTube channel at
https://goo.gl/LMdrlx.
6.3 BIOS
The BIOS for the HP Stream 11-ak0000 Laptop PC is very similar to the HP Stream 11-y000 Laptop PC.
The HP InsydeH20 BIOS can be configured to display in either English, French, Spanish, Traditional
Chinese or Simplified Chinese. In Japan only, the BIOS supports Peak Shift technology.
To view an interactive simulator showing the BIOS for the HP Stream 11-y000, access the SML at
http://thesml.hp.com.
NOTE: You need to be connected to the HP network to access the internal SML link. You need HP Passport Sign In
credentials to access the partner SML link.
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© Copyright 2018 HP Inc. Service 15
6.4 HP PC Hardware UEFI Diagnostics

This platform supports v.6.x of the HP PC Hardware UEFI Diagnostics. This latest version of the
diagnostics tool includes some updates over previous versions.
INFORMATION: For more information about the updates for HP PC Hardware UEFI Diagnostics, consult the HP PC
Hardware Diagnostics UEFI WBT.
6.5 Part locator

The HP Stream 11-ak0000 is very similar to its predecessor, the HP Stream 11-y000. However, the
interior layout of the notebook includes several differences. These include:
• The USB 2.0 port has been replaced with USB 3.1 Gen 1 port
• There is a USB 3.1 Gen1 Type-C port
• The WLAN card has been moved to the right side of the notebook from the centre of the notebook
• The Display panel cable is connected to the system board along the top instead of the bottom
To view an interactive part locator simulator showing the internal and external components for the HP
Stream 11-y000, access the SML at https://thesml.hp.com (internal) or https://www.hp.com/go/psml
(partner).
NOTE: You need to be connected to the HP network to access the internal SML link. You need HP Passport Sign In
credentials to access the partner SML link.
6.6 Support
HP provides support for the HP Stream 11-ak0000 Laptop PC in all regions that the notebook ships to.
This scope of support includes:
• Raw panel replacement repair strategy

• L1, L2, and L3 technical support
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© Copyright 2018 HP Inc. Service 16
7 Troubleshooting
7.1 Web support
If you cannot assist the customer, you should access the HP support forums to check for solutions to
the problem.
1. Navigate to http://www.hp.com/ and click Support. Alternatively, navigate directly to

http://support.hp.com/us-en/
2. Click Forums.
You can click the dropdown lists to browse by topic, or, enter your search query in the search box at the
top of the page.
INFORMATION: If the customer has access to the Internet, you can direct them to follow these steps for help with
their product.
7.2 Consider this

A customer calls asking about Windows 10 in S mode, which is currently running on her notebook. She
would like to know if it is possible to switch her notebook’s OS out of S mode. How should you respond?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
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© Copyright 2018 HP Inc. Troubleshooting 17
8 Resources
8.1 Prerequisites
NOTE: To access a prerequisite course, navigate to the HP University or Learning Center portals and enter the
relevant course ID.
Essential prerequisite training for this platform include:
• HP Stream 11-y000 Laptop PC (Course ID 01067622)

• Windows 10 in S Mode Operating System (Course ID 01072828)
• Windows 10 in S Train-The-Trainer (Course ID 01073102)
Fundamental knowledge of personal computing concepts and HP products can be gained by completing
these recommended courses:
• Windows 10 October 2018 Update (Course ID 01080507)

• HP PC Hardware Diagnostics UEFI (HP University course ID 00699664, The Learning Center ID
00714566)
8.2 SML media

The HP Stream 11-ak0000 Laptop PC is very similar to its predecessor, the HP Stream 11-y000 Laptop
PC. The following SML media may be relevant to the HP Stream 11-ak0000:
• LEDs simulator
• Part locator
• FRU removal and replacement videos
The following image shows the location for SML media for the HP Stream 11-y000 Laptop PC:
Location of SML media for the HP Stream 11-y000 Laptop PC
INFORMATION: The SML media can be accessed at http://thesml.hp.com
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© Copyright 2018 HP Inc. Resources 18
9 Solutions to learning checks

1.4. Quick Quiz: Walkaround
1. HDMI port
2. USB 3.1 Gen 1 port
3. MicroSD card reader slot
4. USB 3.1 Gen 1 Type-C port
Return to training
2.1.1. Which hardware features does the HP Stream 11-ak0000 Laptop PC support?
1. WWAN adapter
2. Intel Pentium N5000 processor
3. Intel UHD Graphics
4. USB Type-C port
Return to training
2.2.1. Which software applications are preinstalled on the notebook?

1. HP Support Assistant (Win10 S)
2. McAfee Antivirus
3. MyHP
4. HP Audio Switch
Return to training
7.2. A customer calls asking about Windows 10 in S mode, which is currently running on her
notebook. She would like to know if it is possible to switch her notebook’s OS out of S mode. How
should you respond?
The first thing you should do is inform her that once she switches out of S mode, she cannot switch
back to S mode. After informing her, you should tell her to follow these steps:
1. The customer should navigate to Settings > Update & Security > Activation.
2. In the Switch to Windows 10 Home or Switch to Windows 10 Pro section, select Go to the Store. (If
there is also an "Upgrade your edition of Windows" section, she should not click the "Go to the Store"
link that appears there.)
3. On the Switch out of S mode (or similar) page that appears in the Microsoft Store, she should select
the Get button. She’ll receive a confirmation message on the page.
Return to training
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© Copyright 2018 HP Inc. Solutions to learning checks 19
Appendix A
The HP Stream 11-ak0000 Laptop PC follows the 18C2 software load. The following table lists the
software preinstalled on this notebook:
Application Region
Operating system
Windows 10 Home Entry

Emerging Markets/Single-Language
Windows 10 Home in S Mode (Entry)
Microsoft applications
Bing Search
Buy Office
HP applications
HP JumpStart (MyHP)
HP Store bookmarks in EMEA
Amazon URL Offers
Amazon Metro
HP IE Favorite for Costco
HP IE Favorite for BestBuy
Third-party ease of use applications
Netflix
VUDU
Dropbox
Priceline UWP
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© Copyright 2018 HP Inc. Appendix 20
Booking UWP
Agoda UWP
Priceline URL
HP Store bookmarks in EMEA
Health and maintenance
HP PC Hardware Diagnostics (UEFI) v6.x
HP Support Assistant (Win10 S) v9.1
HP System Event Utility UWP
HP Setup Integrated OOBE Win10
Windows 10 Redstone 5 Push Button Reset Recovery
HP Wireless Button Driver for cNB (DCHU compliant)
HP SSRM
HP Documentation
Security
McAfee LiveSafe Preload
McAfee LiveSafe―30 days free trial
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© Copyright 2018 HP Inc. Appendix 21

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Notebook NPI training document

About this training document:

3 New technologies ............................................................................................... 12

6.6 Support .............................................................................................................................................. 16

9 Solutions to learning checks ................................................................................ 19

• Identify the external and internal features of the notebook

1.2 Product overview

1.2.1 Key features

• Up to 4 GB on-board system memory

1.4 Quick quiz

Item HP Stream 11-ak0000 Laptop HP Stream 11-y000 Laptop

Processor Supports the following Intel Supports the following Intel

Graphics Features the following Intel Features Intel HD Graphics

• HD Graphics 400 (available

Memory Supports: Supports:

Storage On-board eMMC 32 GB on-board eMMC

Wireless Supports: Features the Intel Dual Band

I/O ports • Two USB 3.1 • One USB 3.0

AC adapter 45 W only Supports:

Security Kensington Nano Security Slot Kensington Mini Security Slot

2.1.1 Quick quiz

2.2 Firmware and software

Item HP Stream 11-ak0000 HP Stream 11-y000 Laptop PC

Operating Preinstalled with the

Software The notebook no longer NOTE: See the HP Stream 11-

NOTE: HP JumpStart has

NOTE: See Appendix A for

2.2.1 Quick quiz

1. HP Support Assistant (Win10 S)

3.2 MU-MIMO connectivity

• Web-Based Interactive Search Engine (WISE)

4.1 Web-Based Interactive Search Engine (WISE)

4.2 Additional sources for specifications

A three-year damage protection pick-up service is also available.

5.2 Service information

6.2 Customer Self Repair

Component Spare part number

AC adapter and power cord

45W non-PFC Smart RC 4.5mm 741727-001

NOTE: Contact your

6.4 HP PC Hardware UEFI Diagnostics

6.5 Part locator

• Raw panel replacement repair strategy

1. Navigate to http://www.hp.com/ and click Support. Alternatively, navigate directly to

7.2 Consider this

Click here to see the solution

Essential prerequisite training for this platform include:

• HP Stream 11-y000 Laptop PC (Course ID 01067622)

• Windows 10 October 2018 Update (Course ID 01080507)

8.2 SML media

Location of SML media for the HP Stream 11-y000 Laptop PC

INFORMATION: The SML media can be accessed at http://thesml.hp.com

9 Solutions to learning checks

2.2.1. Which software applications are preinstalled on the notebook?

Windows 10 Home Entry

Windows 10 Home in S Mode (Entry)

HP Store bookmarks in EMEA

Amazon URL Offers

HP IE Favorite for Costco

HP IE Favorite for BestBuy

Third-party ease of use applications

HP Store bookmarks in EMEA

Health and maintenance