Brand new HP Omen 15 screen stuck on MAX brightness

[sugarage]

I just bought an HP Omen 15 laptop today, and as i'm setting it up i noticed that I cannot lower the screen brightness. The fn key screen buttons neither lower or raise the brightness, but the display bar that pops on screen to show you how much you have lowered or raised will still show up and say it's working despite the screen brightness staying at max. Manually going to the display settings to adjust the slider does not lower the brightness either. 

This is the case if the laptop is plugged in or unplugged.  I have already tried turning the computer off for an hour then turning it back on, and checking that all my display drivers are up to date. 

Help!

[vipergrm]

Exact same issue here. I know of several others who also have this issue, none of which have been resolved. I spent several hours on support calls with HP and the conclusion is that it is likely some sort of hardware issue. They have asked me to ship the unit back to their Repair Centre for further analysis and will send me a replacement unit. If you do manage to find a solution it would be great if you could share it. Good luck!

[praveen196]

@sugarage & @vipergrm  Welcome to HP Community!

I understand that the Brand new HP Omen 15 screen stuck on MAX brightness.

Do not worry. I will try to fix the issue.

let's try these steps: 

Adjust the display brightness using the keyboard function keys

Adjust the screen brightness using keyboard keys. The brightness function (fn) key numbers (f9 or f10) might vary depending on the notebook model. However, the icons on the keys should be similar.

To make the display brighter, hold the fn key and press the f10 key  or this key  repeatedly.

To make the display dimmer, hold the fn key and press the f9 key  or this key  repeatedly.

Brightness adjustments on some notebook models do not require pressing the fn key. Press f2 or f3 to change the setting.

NOTE: If you restart the computer after adjusting the display brightness, the brightness level might return to the default setting based on the power source (battery or AC). This is not an error; the notebook is functioning as designed. Use the function keys to change the brightness back to the desired setting, or change the default settings in the Control Panel.

Adjust the display brightness in Windows

Open the computer power plan settings to change the screen brightness.

1. Search Windows for 'edit power plan', then click Edit power plan in the list of results.
2. Use the Adjust plan brightness sliders to increase or decrease the screen brightness, then click Save changes.

   Figure: Adjust the power plan brightness

   

Connect the AC adapter while the notebook is turned on

To adjust the brightness of the display using the battery setting, connect the computer to AC power while the notebook is turned on and using the battery. Battery power option plans have brightness settings that can be customized. This might explain why the display is brighter when AC power is used. If the display is brighter when plugged into the AC power, unplug the AC power to check the battery brightness settings.

Check for display driver update in the Device Manager (Windows 10)

Windows Update will automatically load the correct drivers upon upgrade. If the correct drivers were unable to be installed on upgrade, you might need to manually update the graphics driver using Windows Update following these steps:

1. In Windows, search for and open Device Manager.
2. In the list of devices, expand Display adapters.
3. Right-click the graphics device and select Update Driver Software.
4. Click Search automatically for updated driver software.
5. Follow the on-screen instructions to install the updated driver.
6. Restart your computer to complete the installation of the updates.

Update drivers through HP Support Assistant 8 or install latest drivers from https://hp.care/2J7bJIO

Use HP Support Assistant to automatically update Drivers and HP software. If your system does not have support assistant installed, either install HPSA or download drivers from https://hp.care/2uf8mHh.

HP recommends using HP Support Assistant on a regularly scheduled basis. Run HP Support Assistant to scan your computer and get the status of any available maintenance tasks and check for important HP driver updates.

NOTE: Make sure you are using HP Support Assistant version 8, or later. Download the current version of HP Support Assistant from the HP Support Assistant (in English) webpage.

1. On the taskbar, click the HP Support Assistant icon.

   If there is no icon in the taskbar, search for and open HP Support Assistant in Windows.

2. Click My devices on the top of the HP Support Assistant window, then click Updates in the My PC box.

   The Updates window opens.

3. If HP Support Assistant detects updates, the updates display in the Updates available window.

4. To check for recent updates, click Check for updates and messages.

   HP Support Assistant connects to the HP servers and performs the following actions:

   • Downloads messages and updates
   • Gathers configuration information
   • Analyzes your computer system
   • Prepares an action list

   If HP Support Assistant finds updates, they display in the Updates available window.

   • To postpone or delete a current update, use the following steps.

     a. Next to the message you want to postpone, click Remind me.

     b. Select Tomorrow, One week, or One month, depending on when you want to be reminded.

   • To delete an update, click  next to the update.
   • To install the update now, click the Install now icon () next to the update.
   • To review completed and postponed actions, scroll to the Action log section.

HP provides many free software and driver downloads. Use the steps below to download updates and drivers from HP: Go to the HP Customer Support - Software and Driver Downloads page and download the drivers.

Perform a hard reset (Notebooks): https://hp.care/2FDuuWg.

Update the BIOS (notebook PCs): https://hp.care/2w2R6uD.

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[2020GTNRE]

I have had the same issue and have not found any solution. I have updated all drivers multiple times (through HP website and direct from AMD/Nvidia), I have updated windows to the latest version, and I have even had the laptop factory reset. HP support wasn't able to fix and their suggestion was to have the retailer (Best Buy) look at it. They were unfortunately unable to fix it as well. 

[praveen196]

@2020GTNRE

I understand your concerns.

What is the product number of your computer? (Ensure you don't share any personal information such as serial, phone number, email ID, etc..). 

Have you performed the previous post steps?

Please update the BIOS and check.

Have a nice day!!

[2020GTNRE]

My BIOS is currently running the latest version and my product number is 2V927UA#ABA. I tried all of the suggestions that you provided and none of them worked. I have updated all of the drivers through the HP support tool. I have also factory reset the laptop at least twice now.

[praveen196]

@2020GTNRE

I understand your concerns.

In that case, I would suggets you contact our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!

[2020GTNRE]

Thank you for your feedback. However, I have previously contact HP support and they were unable to find any resolution or fix. Additionally, HP Tech Support suggested I take the laptop to the retailer to have them look at it as well. So I took the laptop to Best Buy and they were unable to fix the issue as well. It seems to be a firmware issue that nobody is able to resolve or fix yet.

[praveen196]

@2020GTNRE

I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number.

Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

Thank you for visiting the HP Support Community.

[vipergrm]

FYI - I received my replacement laptop today after a very impressive one day turnaround. The brightness is working fine. No issues whatsoever with the replacement.