[9:12 am, 19/08/2024] Baby Salini J R: i was not able to adjust my display

brightness
[9:12 am, 19/08/2024] HP Support: Note that your data may be analyzed via
artificial intelligence including natural language processing and large language
models
[9:12 am, 19/08/2024] HP Support: Hi! I'm HP's Virtual Assistant.
[9:12 am, 19/08/2024] HP Support: I'll help solve your problem, if I can't, I'll
connect you to a live agent.

Please don't send attachments, reactions, or stickers, as I don't understand

them.
[9:12 am, 19/08/2024] HP Support: What can I help you with? You can choose
Video driver error, HP Applications, Image related issues, or None of these
[9:12 am, 19/08/2024] Baby Salini J R: none of these
[9:12 am, 19/08/2024] HP Support: I'll connect you to a live agent to help with
this issue. You may have to answer a few questions or create a case first.
[9:12 am, 19/08/2024] HP Support: To get you connected, first I must ask some
simple questions. For most people these take 5 minutes or less to answer.
[9:12 am, 19/08/2024] HP Support: What is your first name?
[9:13 am, 19/08/2024] Baby Salini J R: Salini
[9:13 am, 19/08/2024] HP Support: Ok, what is your last name?
[9:13 am, 19/08/2024] Baby Salini J R: Kumaran
[9:13 am, 19/08/2024] HP Support: Thank you. Just a few more questions and I'll
get you to an agent.
[9:13 am, 19/08/2024] HP Support: How do you primarily use your HP Product?
1 Personal Use
2 Business Use
[9:13 am, 19/08/2024] Baby Salini J R: Personal
[9:13 am, 19/08/2024] HP Support: Ok, what type of product do you need help
with?
1 PC
2 Printer
3 HP Instant Ink
0 Go back
[9:13 am, 19/08/2024] Baby Salini J R: PC
[9:13 am, 19/08/2024] HP Support: Which type of computer are you using?
1 Chromebook
2 Pavilion
3 Spectre
4 Envy
5 Omen
6 Other
0 Go back
[9:14 am, 19/08/2024] Baby Salini J R: Probook
[9:14 am, 19/08/2024] HP Support: Which type of computer are you using?
1 Chromebook
2 Pavilion
3 Spectre
4 Envy
5 Omen
6 Other
0 Go back
[9:14 am, 19/08/2024] Baby Salini J R: 6
[9:14 am, 19/08/2024] HP Support: Thank you, I'll pass your answers to the live
agent.
[9:14 am, 19/08/2024] HP Support: Please wait while I get the best live agent to
assist you, this may take a few minutes.
[9:14 am, 19/08/2024] HP Support: To learn more about HP's Privacy Policy
please refer to: https://www.hp.com/go/privacy
[9:15 am, 19/08/2024] HP Support: Good Morning Salini, Welcome to HP
WhatsApp Support. My name is Ishrat. I will be your Technical Support Specialist
today. NOTE: For security reasons, PLEASE DO NOT send any credit card
information via chat.

Dear customer, which language would you prefer talking to us?

English
हिंदी
বাংলা
தமிழ்
ಕನ್ನಡ
മലയാളം
తెలుగు
मराठी
ଓଡିଆ
অসমীয়া

Please set your keyboard to the preferred language and continue.

[9:15 am, 19/08/2024] Baby Salini J R: English
[9:15 am, 19/08/2024] HP Support: Alright.
[9:16 am, 19/08/2024] HP Support: Salini, I hope you are doing well.
[9:16 am, 19/08/2024] Baby Salini J R: I am not able to change my display
brightness
[9:16 am, 19/08/2024] Baby Salini J R: ya
[9:17 am, 19/08/2024] HP Support: Salini, as I can understand that you are
unable to adjust the display brightness. Am I correct?
[9:17 am, 19/08/2024] Baby Salini J R: Yes
[9:19 am, 19/08/2024] HP Support: I can understand the challenge that you must
be facing, but rest-assured I will try my best to find a solution for you.
[9:20 am, 19/08/2024] Baby Salini J R: Thk u... you can proceed
[9:20 am, 19/08/2024] HP Support: Yes sure.
[9:21 am, 19/08/2024] HP Support: To help you better and diagnose the issue, I
would like to ask you few questions. May I?
[9:21 am, 19/08/2024] Baby Salini J R: ya
[9:24 am, 19/08/2024] HP Support: Thank you so much for allowing.
[9:24 am, 19/08/2024] HP Support: May I know Since when are you facing the
issue?
[9:24 am, 19/08/2024] Baby Salini J R: For past three days
[9:25 am, 19/08/2024] HP Support: Okay.
[9:27 am, 19/08/2024] HP Support: Could you please let me know if there are
any hardware or software changes with respect to the unit before the issue
started?
[9:27 am, 19/08/2024] Baby Salini J R: No
[9:27 am, 19/08/2024] HP Support: Okay.
[9:27 am, 19/08/2024] HP Support: Please let me know if you have performed
any troubleshooting steps on your own before contacting us?
[9:29 am, 19/08/2024] HP Support: Are we connected?
[9:30 am, 19/08/2024] Baby Salini J R: S I have restarted the system...
[9:30 am, 19/08/2024] Baby Salini J R: Checked in system display settings
[9:31 am, 19/08/2024] Baby Salini J R: But I was not able to find y its not
changing
[9:32 am, 19/08/2024] HP Support: I appreciate your help, you are technically
good, Salini.
[9:32 am, 19/08/2024] Baby Salini J R: Thank you ...hope u will resolve it
[9:33 am, 19/08/2024] HP Support: I will make sure to put this into action for you
as quick as possible.
[9:33 am, 19/08/2024] Baby Salini J R: Ok
[9:34 am, 19/08/2024] HP Support: Yes.
[9:38 am, 19/08/2024] HP Support: Could you please share me a video of the
display brightness issue you are facing with the system for my better
understanding?
[9:38 am, 19/08/2024] Baby Salini J R: Ya sure
[9:40 am, 19/08/2024] HP Support: Yes.
[9:42 am, 19/08/2024] HP Support: Thank you for sharing the video. '
[9:44 am, 19/08/2024] HP Support: Before we proceed, please provide the Serial
number of your HP Unit, you will find the serial number of the laptop when you
simultaneously press ESC + FN keys on your system keyboard. It will be
mentioned as SN# ABC12345.
[9:47 am, 19/08/2024] HP Support: Thank you for providing the details.
[9:47 am, 19/08/2024] HP Support: Please share your email id as well so I can
create the case of the issue.
[9:47 am, 19/08/2024] Baby Salini J R: [email protected]
[9:48 am, 19/08/2024] HP Support: Thank you.
[9:51 am, 19/08/2024] HP Support: Please allow me couple of minutes while I
create the case.
[9:51 am, 19/08/2024] Baby Salini J R: Ok
[9:52 am, 19/08/2024] HP Support: Thank you for allowing.
[9:53 am, 19/08/2024] HP Support: Thank you for staying connected. I appreciate
your patience and value your time.
[9:56 am, 19/08/2024] HP Support: Please note the case ID 5129158568 for any
future references, if required.
[9:56 am, 19/08/2024] Baby Salini J R: When this will be resolved
[9:59 am, 19/08/2024] HP Support: In order to resolve the issue, we have to
perform some troubleshooting steps. It will take several minutes. Is this the right
time to perform the troubleshooting steps?
[9:59 am, 19/08/2024] Baby Salini J R: S you can proceed
[10:00 am, 19/08/2024] HP Support: Thank you for the confirmation.
[10:01 am, 19/08/2024] HP Support: Power off the laptop.
Disconnect all external connected peripheral devices such as USB storage
devices, external displays, and printers.
Unplug the Charger from the system.
[10:02 am, 19/08/2024] Baby Salini J R: Ok
[10:02 am, 19/08/2024] Baby Salini J R: I did it
[10:03 am, 19/08/2024] Baby Salini J R: Then
[10:03 am, 19/08/2024] HP Support: Then and hold the Power button for 30
seconds.
[10:05 am, 19/08/2024] Baby Salini J R: Ya I did it nothing happened
[10:05 am, 19/08/2024] Baby Salini J R: Screen is black
[10:05 am, 19/08/2024] HP Support: After that Plug the Charger back into the
laptop, but do not connect any of the peripheral devices. Press the Power button
to power on the system.
[10:05 am, 19/08/2024] Baby Salini J R: Ok
[10:06 am, 19/08/2024] Baby Salini J R: Then
[10:06 am, 19/08/2024] HP Support: Please power on your laptop and check the
issue.
[10:07 am, 19/08/2024] Baby Salini J R: Issuse still continues
[10:08 am, 19/08/2024] HP Support: Okay.
[10:08 am, 19/08/2024] HP Support: As this step was not able to resolve the
issue we will move to the next step.
[10:09 am, 19/08/2024] HP Support: In windows search bar I request you to
please search and open windows update and share an image for the same.
[10:11 am, 19/08/2024] HP Support: Please click on advance option.
[10:11 am, 19/08/2024] Baby Salini J R: Ok
[10:12 am, 19/08/2024] HP Support: Yes.
[10:12 am, 19/08/2024] Baby Salini J R: Then
[10:12 am, 19/08/2024] HP Support: Then click on optional updates.
[10:12 am, 19/08/2024] Baby Salini J R: Ok thrn
[10:13 am, 19/08/2024] HP Support: Please click on all the pending updates and
download.
[10:14 am, 19/08/2024] Baby Salini J R: Ok then
[10:16 am, 19/08/2024] Baby Salini J R: Downloaded and installed ...
Now it showing pending restart...should I restart now
[10:16 am, 19/08/2024] HP Support: Yes.
[10:17 am, 19/08/2024] HP Support: Please restart the laptop and let me know
once laptop will start again.
[10:17 am, 19/08/2024] Baby Salini J R: Ok
[10:18 am, 19/08/2024] HP Support: Yes.
[10:20 am, 19/08/2024] Baby Salini J R: It's restarting
[10:21 am, 19/08/2024] Baby Salini J R: Started
[10:21 am, 19/08/2024] Baby Salini J R: Ya now the problem resolved
[10:21 am, 19/08/2024] HP Support: Okay.
[10:21 am, 19/08/2024] Baby Salini J R: Thank you
[10:23 am, 19/08/2024] HP Support: Great to know that the issue has been
resolved.
[10:23 am, 19/08/2024] Baby Salini J R: Thank you
[10:24 am, 19/08/2024] HP Support: Rest assured, we'll update some software
that you will not face the same issue in future.
[10:24 am, 19/08/2024] HP Support: Most welcome.
[10:24 am, 19/08/2024] Baby Salini J R: Thank you
[10:24 am, 19/08/2024] HP Support: Shall we proceed?
[10:25 am, 19/08/2024] Baby Salini J R: Ok