Brightness control malfunction

[docJaredP]

Brand new computer. Using the computer sometimes results in a black flicker on the screen, lasting about 2-3 seconds, and then the display brightness can no longer be controlled, neither from windows, nor the keyboard. This also also seems to occur randomly after waking the computer up from sleep. The only solution is to go into device manager and select the intel driver for re-installation, or to restart the computer. Both seem to reset the driver, and then brightness control is restored.

I have tried the following:

• updated intel display drivers (currently up-to-date)
• removing and re-installing Intel graphics drivers
• switched to Microsoft basic display adapter, which results in same issue
• ran "hp hardware diagnostics windows" video, CPU, processors, BIOS update - all hardware is working
• searched for any windows updates (currently up-to-date)
• adjusted power, display, and battery settings - none of which restores brightness control when the issue occurs
• ran UEFI diagnostics (esc + F2 at startup) - all hardware is functioning

I am not sure what else can be done.  Also, is this covered under HP's factory warranty? Very annoying issue, and a deterrent from purchasing another hp laptop.

[Jos1_]

Hello docJaredP, I'm going to leave you the download link to update the Bios.

https://ftp.hp.com/pub/softpaq/sp151501-152000/sp151629.exe

Greetings.

[docJaredP]

How is this any different from the HP hardware diagnostics software that checks for BIOS firmware updates? I ran that check already and it says up to date

[Jos1_]

Hello docJaredP, the driver that I have left to download is the revision, F.01 Rev.A, I don't know if this is the version you have installed. Another thing you can do is to reinstall the drivers that you have said you have uninstalled and installed but in another way. You go to each driver and click update, but instead of automatically searching, Browse my PC for drivers, on the next screen, click Choose from a list of drivers available on the computer, you will see the drivers you have for install, you may get one or several, in other drivers you get several, install the driver that appears on your computer and see if the problem is solved. Look at the version of the Bios that you have installed, I have already left you the version that I have left for you to download, if it is the same, do this I will tell you.

I also leave you some commands for the CMD and if you have errors in the system it will repair them, always run Command Prompt in administrator mode, because otherwise it will not let you execute any commands.

 This will scan for and restore corrupted system files.
• When searching, type CMD.
• Right-click Command Prompt > Open as administrator.

DISM /Online /Cleanup-Image /CheckHealth
DISM /Online /Cleanup-Image /ScanHealth
DISM /Online /Cleanup-Image /RestoreHealth

When you're done, type another command to start System File Checker.
In the same command prompt window. Copy and paste this command:
type sfc /scannow (note the space between "sfc" and "/") and press Enter.
After you see a message that says "Verification 100% complete," type exit.

Greetings.

[docJaredP]

Thanks. I tried the BIOS update but the issue still persists. I am now trying all of the command prompts. There was no corruption detected so I'll see if the restore health prompt did anything and report back.

[docJaredP]

Update: none of the suggested fixes worked. Is there anything else to try? And if not, is this something that falls under HP warranty?

[Jos1_]

Hi docJaredP, I'll leave you some more CMD commands and see if you find any errors.

In the same command prompt window. Copy and paste this command:
type sfc /scannow (note the space between "sfc" and "/") and press Enter.
After you see a message that says "Verification 100% complete," type exit.

How to use CHKDSK command?
Type cmd (or command prompt) in the search box on the taskbar. Right-click Command Prompt and select Run as administrator. Type chkdsk and press the Enter key. This command will cause the CHKDSK utility to check for problems without making changes.
If none of this works for you, go to Settings, Update & Security, Troubleshooting, and then Additional Troubleshooters. At the bottom of Power, click Run the troubleshooter. The last thing you can do is reset the power options like this, go to Control Panel, Hardware and Sound, then power options, then the plan you have activated, click Change plan settings, then Restore settings default of this plan and see if the problem is solved.

Greetings.

[docJaredP]

Thank you for the help but none of these fixes solved the problem. 

[Jos1_]

Hello docJaredP, you're welcome, I'll let you know if the graphics driver solves your problem. First uninstall the driver, restart the laptop and then install it.

https://ftp.hp.com/pub/softpaq/sp151001-151500/sp151002.exe

Saludos.

[docJaredP]

Thanks. In device manager, I right-clicked on the intel graphics driver and then clicked uninstall device. The device uninstalled, and then I restarted the computer. After restart, the intel graphics driver re-appeared without running the .exe  you sent. Is there another way that I should be doing this?

Also, I noticed the issue occurs almost always when I'm using an internet browser. Originally I was using brave and then I switched to chrome. Both had the same issue. The browser window freezes for a second, flashes black, and then I lose brightness control. Not sure if that information is helpful.