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cilantro-
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Message 1 of 12
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Cannot change brightness on HP OMEN 15 (15-en0xxx / AMD 4800H / GTX 1660ti)

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HP OMEN 15 (15-en0xxx)
Microsoft Windows 10 (64-bit)

My laptop appears to be stuck at max brightness, and I've done everything I possibly can to no avail. I can't change the brightness via Windows settings or function keys. I've chatted with two technicians, and we did everything possible (update bios, update drivers, uninstall and reinstall drivers + bios, system recovery by USB flash drive, reimaging, etc.) I opened up a case on the phone with HP, but I was never called back as promised. Any ideas?

11 REPLIES 11
KrazyToad
HP Support Agent
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Message 2 of 12
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@Cilantro

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

After Reimaging the Ntoebook I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

 

HPSA will automatically search for all the latest drivers for your Notebook

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

 

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

 

Keep me posted how it goes

 

Thank you and have a wonderful day 😊

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue

KrazyToad
I Am An HP Employee

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cilantro-
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Message 3 of 12
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My laptop is completely up-to-date, and I still can't change my brightness.

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KrazyToad
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Message 4 of 12
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As a last resort please try a Reset and let me know if that works

 

Link: https://support.hp.com/in-en/document/c04742289

KrazyToad
I Am An HP Employee

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cilantro-
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Message 5 of 12
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I've already tried this 😞 It didn't work either.

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KrazyToad
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Message 6 of 12
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@Cilantro

 

If the issue persists after the Reset, please contact HP Support in your region for Service Options

 


1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

 

Thank you

KrazyToad
I Am An HP Employee

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cilantro-
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Message 7 of 12
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I need HP to contact me. I have an existing case number [Personal Information Removed]. I was told they would call back, and they NEVER did. HP Premium Omen Support has not been very premium.

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The_Fossette
HP Support Agent
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Message 8 of 12
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@cilantro-

 

You need to call support and check as we at the HP community do not have any information about the same.

 

Cheers!

The_Fossette
I am an HP Employee

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Echo_Lake
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Message 9 of 12
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@Leticia_I_Dill

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Next run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

 

If the issue persists, the last thing I can suggest system factory reset which will install all original software and drivers.

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
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jamie333
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Message 10 of 12
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These were the only solutions I had which you have used before

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