Moderator
Moderator

Re: XPS 13 brightness has completely stopped working

Thank you for your message. I will be glad to escalate & assist you further.

 

What is the present BIOS & graphic version installed? Which older version works?

 

Have you tried updating the graphics driver from the manufacturer site & does the issue persist?

 

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Sreejith R) & send a private message with the service tag, registered name & email address.      

   

How to locate the service tag

 

 

Dell-SreejithRamesh
Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
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Ohmz
1 Copper

Re: XPS 13 brightness has completely stopped working

In reply to Sreejit,

Thank you for your message. 

>> What is the present BIOS & graphic version installed? Which older version works?

Present BIOS is the latest, and graphic version WAS the latest. Graphic version now is of May 2017. This was chosen very much at random from a list of "options" dating back to 2017 fortunately available at the Dell site. It seems to be working since yesterday, after having the machine sleep a number of times and reset once.

>> Have you tried updating the graphics driver from the manufacturer site & does the issue persist?

Before posting yesterday, I had everything updated from all possible directions (Dell and Intel) and had the latest of everything. I also ran diagnostics (Support Assist) which came as pass. This is the history as of April 2. Video/graphics was already the latest so there was no recommended action.

- Intel Chipset Device Software Driver - A07 - 11 MB - Recommended - Installed

- Realtek High Definition Audio Driver - A14 - 398 MB - Recommended - Installed

- Intel Management Engine Components Installer - A02 - 109 MB - Recommended - Installed

- Dell XPS 13 9360 System BIOS - 2.10.0 - 10 MB - Urgent - Installed

After all this, the brightness control *appears* to be functional until the machine sleeps (not sure if once or twice). Control is no longer possible after the machine sleeps and is awaken. Reset and power down does NOT fix the problem. It appears that whatever setting you had at sleep time is stuck. In my case, it was stuck at the lowest, so I couldn't see **bleep**. Night light control was not affected.

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Moderator
Moderator

Re: XPS 13 brightness has completely stopped working

Thank you for the confirmation. What is the exact system model in the XPS 13 series?

 

Set video brightness to factory default in BIOS & to check if that helps? Since most of this system will be out of warranty, we will have limitations in escalating the issue.

 

 

 

 

Dell-SreejithRamesh
Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
Out of Warranty Support
Would you like to be a Dell Community Rockstar?

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Re: XPS 13 brightness has completely stopped working

I observe the exact same problem on my XPS 9360 purchased about 2 months ago and manfuactured about half a year ago. It is not and will not be out of warranty any time soon. Only solution to "wake up" brightness control after sleep is to reinstall older drivers. Then, even without restart, the brightess starts working. It works until sleep cycle and then it can't be resurrected. Clean up to date Win 10 Home, all latest drivers by Dell. FHD 1080 matte non-touch screen, i7 8550U CPU, latest BIOS.

It really drives me crazy and makes the laptop barely usable. Please do something. Good to write - the issue was not present initially, it was introduced either by Windows update (stable branch) or by newer drivers by Dell.

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Bteljuice
1 Copper

Re: XPS 13 brightness has completely stopped working

I had The same problem since January 2018 and just gave up. I rolled back the update 6 months ago and no longer do any updates. Which is pathetic after I've spend thousands of dollars on my touch screen mega XPS 13 wanting the latest things for my laptop but here we are a year later and Dell can't recognize the problem. 

 

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elgourmet
1 Nickel

Re: XPS 13 brightness has completely stopped working

We will not stop bumping this thread until we get a proper fix. Again, we paid a lot of money for this so called "premium laptop". This is not an issue of warranty. Dell have to ask themselves who they want to be: Just another low end computer supplier or a decent manufacturer with real support. Apart from that, we bought a laptop with brightness control, now this feature has been taken AWAY from us. Please work on a fix or give us part of our hard earned money back.

elgourmet
1 Nickel

Re: XPS 13 brightness has completely stopped working

how did you roll back? to which update exactly?

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Moderator
Moderator

Re: XPS 13 brightness has completely stopped working

Please try these steps.

 

Step 1

 

Go to settings > System> Display> Turn the “Change brightness automatically when lighting changes” to Off. > Apply

Click on "Graphics Properties" you should have a section that says "Power". If this is the case, then please go ahead and select that option. Right after that, please look for an option that says " Intel ® Power Saving Technology", there should be an option to either uncheck a box or else a "disable" option, go ahead and disable it. Make sure to apply the changes right after and then reboot the computer.

 

Step2:

 

Go to the Services.msc and disable the Sensor Monitoring Service and check if makes any changes.

If the above step doesn’t help Uninstall the Video driver completely and use the basic driver and check if the issue persists.

You can also try this registry fix.

  1. press Win+r
  2. type regedit and press Enter
  3. navigate to HKEY_LOCAL_MACHINE\Software\Intel\Display\igfxcui\profiles\media\Brighten Movie and change ProcAmpBrightness to 0
  4. Also, navigate to HKEY_LOCAL_MACHINE\Software\Intel\Display\igfxcui\profiles\media\Darken Movie and change ProcAmpBrightness to 0

 

Dell-SreejithRamesh
Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
Out of Warranty Support
Would you like to be a Dell Community Rockstar?

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paranoidozzy
1 Nickel

Re: XPS 13 brightness has completely stopped working

Hey guys,

I think I found a way to solve this problem permanently. (update the graphics driver to Version: 26.20.100.6709 )

As the previous threads discussed, the key problem is the graphics driver. It seems the latest version of the graphics driver can solve the problem. You can find it from Intel (don't download from Dell, that's the driver cause the problem):

https://downloadcenter.intel.com/download/28731/Intel-Graphics-Windows-10-DCH-Drivers?product=96551

However, you'll find you can't install it due to some reasons. So here is how I solve this problem. 

1. download the zip file of the driver from the above link

2. unzip it

3. go to the "Device Manager" (right click "this PC"--"properties")

4. go to your "Display adapters"--"Intel HD Graphics 620"--double clickAnnotation 2019-04-19 113748.jpg

5. go to "Driver"--"update driver" and choose"browse my computer for driver software"

6. guide it to your unzip file folderAnnotation 2019-04-19 114349.jpg

 

 

 

 

 

 

 

 

 

7. let the system install the driver, and then restart your system. It should fix the problem. 

5to8
1 Copper

Re: XPS 13 brightness has completely stopped working

I had the same exact problem too. Had contacted Dell support multiple times. Everytime, the problem was fixed momentarily then it came back again. I got my brand new Dell xps 13 9360 at start of January 2019 and this problem is still occurring despite the updates. So frustrating! quick brightness adjustment is important for me as I use the laptop in various locations with different lighting.
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