1 2 Previous Next 15 Replies Latest reply on Jul 23, 2018 10:01 AM by Hanuman

    Cannot Adjust Brightness or Use HDMI After Windows Update

    Hanuman

      After Windows did some update, I can no longer adjust screen brightness nor use HDMI output. Everything else seems to be working, I can play games and do other stuff -- with max brightness.

       

      Attached is the report from Intel® System Support Utility.

       

      I have a ASUS GL553VD laptop with Intel HD 630 and NVIDIA GTX 1050. The NVIDIA card is working fine.

       

      It was running driver Intel HD 630: v21.20.16.4550 (2016-11-11) when the problem occurred. I ran the utility Display Driver Uninstaller to remove both Intel and NVIDIA drivers and reinstall fresh, and it didn't help. Also it gave the error "Can't find the name of Intel ICD OpenGL Driver" when opening Geoforce Experience.

       

      I manually installed the latest Intel driver 24.20.100.6136 to see whether it would help. The error message while opening Geoforce Experience is gone but brightness control and HDMI output still don't work.

       

      I contacted ASUS and the only thing they said was to reinstall windows from scratch (3+ days of work) or send the machine to a support center.

       

      It's definitely an issue between Intel and Microsoft. How can I fix this?

        • 1. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Hanuman 
           
          Thank you for joining the community.
           
          Looking into your case I notice that you have contact ASUS* for assistance on this case. I would like to verify with you that you have tested the driver version 4849 provided by the manufacturer for your system. if that is not the case please try this driver version, proceed to uninstall both of the graphics drivers and first install the Intel graphics diver and then the NVIDIA drivers provided by the manufacturer. Refer to the following link for the ASUS* drivers.
           
          https://www.asus.com/us/Laptops/ROG-GL553VD/HelpDesk_Download/
           
          Regards,
          Leonardo C.
           

          • 2. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
            Hanuman

            I had looked on ASUS website for drivers but hadn't realized there was a "Show All Downloads" for each item, and that they didn't show all but only for that specific category. I wonder why ASUS support didn't at least tell me that part.

             

            Unfortunately it doesn't resolve the issue. With this version, Geoforce Experience throws no error, but brightness control and HDMI output still don't work.

            • 3. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Hanuman 

              Thank you for your response.
               
              Looking into the situation that you are having, I will like to share with you that the driver version 6136 is a generic driver for the Intel® UHD graphics 620 on your system, I am telling you this because the system manufacturer provides the drivers that are customized for their system.
               
              Given that the reinstallation of the drivers is not helping to solve the issue you can try to perform a clean installation of the drivers.
               
              First download the lasted driver version provided by the manufacturer on the on the link that was given on the previous post, then disconnect the laptop from the internet to complete the uninstallation of the graphics driver following these steps:     
               

              1. On the keyboard, press WinLogo key + R, then type in devmgmt.msc
              2. Expand the Display Adapters section.
              3. Find the Intel® and NVIDIA® Graphics Driver.
              4. Right-click on the Intel Graphics Driver and select Uninstall.
              5. Select the checkbox “Delete” the driver software for this device.
              6. Do not reboot the system.
              7. Repeat steps 4 and 3 for the NVIDIA® Graphics Driver.
              8. Reboot the computer after the uninstall process has finished.
               
              After rebooting the system go back to the device manager and check if you have any other diver version install on the system, if that is the case repeat the uninstallation steps, do this until you get the Microsoft basic display adapter.
               
              Once you have the Microsoft basic display adapter complete the installation of the graphics diver, first the Intel® UHD graphics then the NVIDIA® graphics.
               
              For the HDMI® output I would like to verify if you have tested other HDMI® cables and displays on the system?
               
              Hope this help.
               
              Regards,
              Leonardo C.
              • 4. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                Hanuman

                I've done a full uninstall and reinstall. Unfortunately it still doesn't help. At least I have a clean install of the official drivers.

                 

                As for HDMI output, my setup has been working for a long time and nothing changed, I highly doubt there's anything else than a driver problem.

                • 5. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Hanuman  

                  Thank you for your response.
                   
                  Looking into the situation that you are having and the fact that you have tested both generic and customize drivers with no positive result, I would recommend for testing purposes to try a Windows® roll back to the previous version or to follow the steps provided by ASUS* to proceed with the clean Windows installation.
                   
                  Regards,
                  Leonardo C.
                   

                  • 6. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                    Hanuman

                    Unfortunately, because testing drivers created many restore points, all the available restore points are after the problem occurred.

                     

                    Microsoft has already released several patches to fix brightness issues after their update, and I read in the other thread that Intel is planning to release an updated driver soon. I can wait for a fix on either side.

                     

                    As for a full system re-install, there's not even guarantee it would fix it. All drivers still need to be installed.

                    • 7. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                      Hanuman

                      Perhaps it would help to explain exactly how the problem started.

                       

                      I was playing a computer game. Then I minimized the screen and when I switched back to it I got a BSOD. Perhaps Windows was updating some components.

                       

                      After Windows restarted, I couldn't adjust brightness anymore. Then I went into Windows Update to see if it would fix the drivers, and that's when it installed the massive update.

                       

                      So in truth, the problem started happening right BEFORE the update; but my guess is that it updated something in the background without warning me.

                       

                      It also left a "Unknown Device" in my hardware manager. I just looked further into it, hardward ID is 'kltap' which I believe is "Kaspersky Security Data Escort Provider", so I'll contact Kaspersky on that one.

                       

                      Just gave it another round. Uninstalled Kaspersky, disabled automatic installation of drivers via Windows Updated, updated Display Driver Uninstaller to the latest version, cleaned NVIDIA and Intel drivers, rebooted. Installed Intel driver 23.20.16.4849 and NVIDIA driver 22.21.13.8573, both from ASUS website, and rebooted. It still doesn't work. However, I found a setting in the Intel control panel to reduce screen brightness, that's working better than the "dimmer" app. HDMI output still doesn't work.

                       

                      What could be the cause?

                      • 8. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello Hanuman 

                        Thank you for your response.
                         
                        Looking into the information that you have provided on your case It seems that this was caused when the Operating system completed the update, I have found information for assistance to roll back the operating system to the previous version.
                         
                        https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options
                         
                        For testing purposes, you can try to roll back the system.
                         
                        Regards,
                        Leonardo C.
                         

                        • 9. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello Hanuman

                          I was checking your case and would like to know if you need further help.  If so, please do not hesitate in replying back.
                           
                           
                          Regards,
                          Leonardo C.
                           

                          • 10. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                            Hanuman

                            Yes I still need help.

                             

                            Since I got no solution neither from Intel nor ASUS, I was planning on backuping my data and doing a Windows Refresh today -- but that's a highly disruptive operation.

                             

                            Unfortunately it's the second time M$ screws up my computer requiring a full system reinstall after automatic updates in the past year and a half. Last time it wouldn't boot at all, so this time it's not as bad. I just highly disappointed with the direction software development has taken over the past few years.

                            • 11. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                              Hanuman

                              Refreshing Windows fixed the "unknown devicve" issue but didn't fix the brightness control nor the HDMI output.

                               

                              Now I got 60+ applications to reinstall and reconfigure.

                              • 12. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                                Hanuman

                                After refreshing Windows, things are even worse. Now the internal microphone isn't working! Device is enabled, and all drivers are up-to-date.

                                 

                                I have a pre-amp and a professional microphone, which is an entirely separate audio device, got that one to work for now.

                                 

                                ASUS recommends me to ship the laptop back to them.

                                • 13. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                                  Hanuman

                                  Turns out the microphone does "work", but the volume is extremely low. If I set +20db or +30db I see the bar moving.

                                  • 14. Re: Cannot Adjust Brightness or Use HDMI After Windows Update
                                    Intel Corporation
                                    This message was posted on behalf of Intel Corporation

                                    Hello Hanuman

                                    Thank you for your response.
                                     
                                    Upon reviewing the all the steps that we have tried trying the drivers from ASUS* also testing the Intel® graphics diver, a clean installation of the graphics drivers, a reinstallation of the operating system on the system, I would consider a hardware problem in this case, I would follow the possibility of the manufacturer to review the laptop.
                                     
                                    Regards,
                                    Leonardo C.
                                     

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