Resolving brightness issues

Updated 16/06/25

Note: Due to differing levels of access, at the time of writing this article, there may be an inability to gain some machine details without remotely connecting.

You may get a ticket for users who need to adjust their brightness. Typically, this is just an educational piece as often users do not understand how to use windows correctly. However, occasionally this can be a legitimate issue whereby the graphics drivers need to be updated. The driver required will depend on the model of machine that is being used.

First step is to ensure the user know how to change their brightness. To do this, guide the user. If you are unaware yourself, please refer to the below images.

Windows 10

Windows 11

If this is not working, this is likely due to an issue with missing drivers. There's a few ways of updating these, but to do so, you need to identify what device they are using. This may be done in several ways.

1 - ManageEngine

1a - Inventory > Computers

1b -Search a user or hostname

1c - Scroll to the right until you see the "Device Model" field, which will show you the model as per below

2 - Remote connecting to the machine

2a - Systeminfo.exe should be on most users desktops and will show you as per the screenshot

2b - Alternatively, dxdiag can be used by all users, simply search for it and run the application.

Once the model has been determined, you may locate and install the appropriate graphics drivers. This should only be obtained from a common share, or the manufacturers site. Manufacturers website is typically the best as it'll have the most up to date drivers.