topic Re: Re:Bluetooth Headphones no longer connect in Wireless

Bluetooth Headphones no longer connect

Anonymous — Tue, 25 Mar 2025 22:02:12 GMT

Hallo,

i have some bluetooth-headphones and they have worked fine on my Windows 10 System. Since an update in late august or early september i was not longer able to connect the headphones with the PC.

It was not sure whether a Windows update or a driver update was the reason for the changes. After a longer session with the Microsoft-support and some "repair"-processes, it seems, that the BT-driver is the reason.

Unfortunately, Windows doesn't allow me to go back to a state before the update.

Problem description:

If I bring the headphones in pairing mode the PC recognizes the headphones an starts to connect them (Message left). After some minutes the message changes to "... not able to connect" (Message right).

Message2

When I look in Computer Management under "Windows System Logs," I see an error message: "Mutual authentication between the local Bluetooth adapter and a device with Bluetooth adapter address (18:4e:16:e1:01:d6) failed.":

I think that is exactly the cause of the connection failures.

Despite many attempts of uninstalling and reinstalling drivers and deleting and including devices, I have not been able to resolve this error.

There are also no abnormalities in the device manager:

Does anyone know what this error is and how to resolve it? I'm grateful for any help.

Thanks,

Thomas

Re:Bluetooth Headphones no longer connect

Mike_Intel — Thu, 27 Mar 2025 00:57:35 GMT

Hello Thomas64,

Thank you for posting in Intel community Forum.

For me to further check this, please help provide the following details:

What is the complete model of your wireless controller?
What is the complete brand and model of your system?
Can your other Bluetooth Device still connect to your system?
Have you also tried to connect your Headphone on a different system?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

Re:Bluetooth Headphones no longer connect

Mike_Intel — Mon, 31 Mar 2025 20:24:51 GMT

Hello Thomas64,

I hope this message finds you well.

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

Re: Re:Bluetooth Headphones no longer connect

Anonymous — Tue, 01 Apr 2025 18:05:20 GMT

Hello Mike,

I hope I can answer your questions.

What is the complete model of your wireless controller?
I am not sure, which information you need. I have found "Intel Wifi 6E Ax210":
What is the complete brand and model of your system?
A windows 10 Pro-System:
Can your other Bluetooth Device still connect to your system?
Yes. I have a robotic lawnmower and a smart tv which i can control via bluetooth without any problem.
Have you also tried to connect your Headphone on a different system?
Yes, I can connect both headphones I tested to my phone without any problems.

Until last august/september the connection to my headhones works fine.

Thanks for your help and best wishes,

Thomas

Re:Bluetooth Headphones no longer connect

Mike_Intel — Wed, 02 Apr 2025 22:19:10 GMT

Hello Thomas64,

Thank you for the update.

If the other Bluetooth device can connect to your system, that means it is working properly.

However, let me gather more details for me to provide some recommendations.

What is the brand and model of your laptop?
Please help generate the SSU logs of your system. Kindly refer to the link below for the steps on how to generate the logs:

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

Re: Re:Bluetooth Headphones no longer connect

Anonymous — Sun, 06 Apr 2025 07:39:51 GMT

Hallo Michael,

it is not a Laptop, it is a workstation with a main board from Asus. I think you will find the informations you need in the Log-file.

I agree that the blutooth hardware works fine. The problem seems to be a "protocol" issue. With the update in august/september security-relevant things may have been changed that now require a different pairing procedure (how I interpret the error message).

Attached is the log file from the SSU tool. I hope it provides some clues to the problem.

Best regards and thanks a lot for your help.

Thomas

Re:Bluetooth Headphones no longer connect

Mike_Intel — Tue, 08 Apr 2025 03:23:01 GMT

Hello Thomas64,

Thank you for the update.

Base on the SSU, the Bluetooth driver installed is version 10.0.19041.3636.

The latest Bluetooth driver that we have is version 23.120.0.

You may try to update this and tell me if this one helps:

https://www.intel.com/content/www/us/en/download/18649/intel-wireless-bluetooth-drivers-for-windows-10-and-windows-11.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

Re: Re:Bluetooth Headphones no longer connect

Anonymous — Wed, 09 Apr 2025 18:47:15 GMT

Hello Michael,

i tried this and i have got the message, that the driver is still actual (see picture).

It seems that the intel driver is actual; furthermore I use the intel-update-tool and this ensures, that the drivers should always be actual.

What surprises me is the numbering you named: 10.0.19041.3636 versus 23.120.0.4

Are you sure this is the same driver or is 10.0.19041.3636 a driver from windows (microsoft)?

Maybe Windows needs to be made to use the Intel driver.

Best regards and thanks for your effords.

Thomas

Re:Bluetooth Headphones no longer connect

Mike_Intel — Thu, 10 Apr 2025 06:16:42 GMT

Hello Thomas64,

Thank you for the update.

Upon checking, you are using an ASUS PRIME B350-PLUS and based on it's download page, it doesn't have a wireless driver posted

this means to me that the wireless card was manually integrated into the system.

Please help confirm the following:

Please help confirm if you manually installed the wireless card? If yes, did you installed an open market wireless card, Intel AX210 Desktop kit or is he using 3rd party bundled wireless desktop kit?
What is the brand and model of the wireless Bluetooth headset? If you have the official website of the product, please help share it also.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

Re: Re:Bluetooth Headphones no longer connect

Anonymous — Fri, 11 Apr 2025 09:33:54 GMT

Hallo Michael,

yes, i use a wireless GC-WBAX210 card from Gigabyte. https://www.gigabyte.com/de/Motherboard/GC-WBAX210-rev-10#kf

For me it is an open market wireless card.

I used/tried three head sets:

- AirPods Max from Apple (borrowed from my son). Works fine until august.

- SpaceOne Pro from Soundcore. I bought them in semptember, because i believed, the AirPods causes the problem. They never worked on my system (with them the same error message occures).

- Earbuds from Samsung (SM-R180). My last successfull using of them on my PC was in early 2024, i believe (befor i borrowed the more comfortable AirPods from my son).

Best regards and thanks for your help,

Th. Eutebach

Re:Bluetooth Headphones no longer connect

Mike_Intel — Mon, 14 Apr 2025 00:17:38 GMT

Hello Thomas64,

Thank you for the update.

Please coordinate this issue with the 3rd party wireless card manufacturer since the issue is related to the Bluetooth's handshake protocol that is related to the type approval used by the wireless card.

Since you need to contact the manufacturer of the card for further assistance, I need to close this inquiry.

If you need further assistance, please post a new question as this thread will no longer be monitored.

Thank you and have a great day.

Best regards,

Michael L.

Intel Customer Support Technician