Brightness Control Malfunction

[Jared5]

Brand new HP envy laptop with Intel graphics and intel core 5. Issue is that display brightness control malfunctions while doing anything that seems to place demand on the graphics driver, especially internet browsing (tried multiple browsers). The screen with flash black then return to normal, but the display brightness control doesn't work. In another case, the whole browser window turned white while watching a YouTube video. Had to force close the browser. 

I contacted HP to troubleshoot and they say it's a software issue. I've tried all the hardware diagnostics and nothing seemed to be wrong. I've tried removing the intel driver, downloading driver from website, and reinstalling. Doesn't work. The only temporary solution is to re-select the driver from the device manager and reinstall it. However, the problem persists. I've also tried switching to Microsoft basic display adapter, and the brightness control still doesn't work. I've also tried a fresh restart of the operation system. Problem started up again within minutes of using the computer. 

Best buy wants me to spend $200 for geek squad to attempt to fix it because I'm 1 month out of warranty (bought computer 3 months ago). I'm not sure they'll know how to fix this given the amount of solutions I've tried.

Can anyone tell me what is going on and how to resolve this issue? Any advice?

[Earl_Intel · Accepted solution]

Thank you for posting in the community!

We appreciate reaching out on us regarding to your issues on your HP laptop, you can try to update your graphics driver to the latest version: 32.0.101.5972 (Intel® Arc™ & Iris® Xe Graphics - Windows*).

You can also try out using Intel Graphics Command Center to adjust the brightness of your laptop.

Laptop Display Automatically Changing Brightness of Screen (intel.com)

Brightness Automatically Changes When Watching Videos (intel.com)

Is the issue happening when the charger of your laptop is plugged in?

Is the issue happening if you're just using the battery of your laptop?

Or both?

Let me know if trying out the troubleshooting on the link provided help with the issue.

Best regards,

Earl E.

Intel Customer Support Technician.

[Jared5]

Earl, thank you for sending me the latest driver installation file, and thank you for helping me. The driver successfully updated itself to the latest version. No one has sent me the correct link for this so far, including HP's support community. I'm not sure if it's because the latest version seems to be dated for last Monday. Yet, I have another thread open with Intel tech support and they sent me to HP's website for the latest driver. The driver listed on HP's website is not the most recent version - I checked yesterday.

Anyway, I'll see if the driver update resolves the issue. I believe that it occurs when the computer is both on battery and plugged in. I will try the other 2 power setting adjustments if the new driver doesn't resolve the issue. If it continues to occur, I can try to get a video of the issue as well so you so you can see what's happening.

[Earl_Intel]

Hi jared5,

Thank you for sharing this information with us.

No worries, this is just a soft follow up if you already tried the power setting adjustments on the link provided.

Laptop Display Automatically Changing Brightness of Screen (intel.com)

Brightness Automatically Changes When Watching Videos (intel.com)

Let me know if the issue still persists.

Best regards,

Earl E.

Intel Customer Support Technician.

[Jared5]

Earl, the issue seems to be resolved after you provided the most up to date graphic driver for this computer, which is currently unavailable on HPs website. Thank you very much for helping me as I can now enjoy this computer without issue.

[Earl_Intel]

Hi Jared5,

You're welcome, we are happy to know that the issue you are experiencing on your laptop has finally been resolved!

With that being said, I will be closing this inquiry now. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Have a great day a head!

Best regards,

Earl E.

Intel Customer Support Technician.