Brightness cannot be changed on laptop

[jrix]

The screen is set to permanently dim - there is nothing that enables me to change the brightness. 

I have tried all triage steps within a very detailed youtube support video, but have not tried to reinstall windows.

The laptop is under a year old. 

I have grown increasingly frustrated at the lack of options to just email or speak to a human about this issue. I've rarely found a website and support function as frustrating as HP's. Any support would be greatly appreciated. 

 Assuming this is monitored by some HP Support Staff, if someone could also raise a complaint about the website, that would be much appreciated. 

[Echo_Lake]

@jrix

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did you make any changes to the settings of your PC prior to the issue?
• Have you updated Graphics and Chipset drivers?
• Have you checked the display on an external monitor?

Let’s try these steps to resolve the problem:

I recommend you attempt to access the BIOS screen by tapping on F10 while the computer is restarting, 

If the issue persists in the BIOS screen which is outside windows, it would confirm a hardware failure.

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.

[jrix]

Hi @echo_lake responses to your queries below: 

• Settings changes - No
• Graphics and Chipset Drivers - checked for updates
• Display on an external monitor - no issues

In BIOS mode the screen is still dim. 

Would appreciate your thoughts on how to progress. 

[Echo_Lake]

@jrix

Thank you for posting back.

I appreciate your efforts to try and resolve the issue.

Its sounds like hardware related issue with the internal display. In order to fix this issue, your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​
 

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.