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New Contributor II
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MSI MS-3871 WLAN 802.11b/g/n 1T1R+BT2.1 EDR Combo Slim Module Error

I installed the Intel MSI MS-3871 WLAN 802.11b/g/n 1T1R+BT2.1 EDR Combo Slim Module on my motherboard running Win 7 Pro x64 and MS Office Pro 2007.

The software/drivers for the module added Bluetooth features to the Office 2007 applications.

Every time I reply to an email for the first time, I get the following pop-up error box:

Custom UI Runtime Error in Send to Bluetooth

"Error found in Custom UI XML of "Send to Bluetooth":

Line: 1

Column: 143

Error Code 0x8000405

Failed to find Office control by ID

ID: FileSendMenu"

The error box has two buttons: OK & OK to All

I can disable the pop-up error box by unchecking "Show add-in user interface errors" under "In all Microsoft Office Programs:" in Tools/Options/"Other" Tab/"Advanced Options..." button.

I'd like to know if there is a solution for this issue other than turning off the notification of the add-in user interface error?

How do I troubleshoot this issue?

I have the latest Intel drivers installed. The drivers for the Bluetooth side of the module are from Motorola and the drivers for the WLAN 802.11bgn side of the module are from Ralink.

Bluetooth Devices:

Bluetooth 2.1+EDR USB Device

Driver Provider: Motorola, Inc., Driver Date: 22-Nov-10, Driver Version: 3.0.0.285

Network adapters:

802.11bgn 1T1R Wireless Adapter

Driver Provider: Ralink, Driver Date: 27-Jul-10, Driver Version: 3.1.4.0

Bluetooth Network Adapter

Driver Provider: Motorola, Inc., Driver Date: 16-Jul-10, Driver Version: 3.0.2.266

Sound, Video and Game Controllers

Bluetooth Audio

Driver Provider: Motorola, Inc., Driver Date: 14-Oct-10, Driver Version: 3.0.2.278

Ports (COM & LPT):

Bluetooth Serial Port (COM5)

Driver Provider: Motorola, Inc., Driver Date: 30-Jul-10, Driver Version: 3.0.2.259

Thank you in advance for your assistance.

Regards

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New Contributor II
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Additional Information:

The offending driver is very likely the Bluetooth: Motorola* Bluetooth 2.1+EDR USB Device Version 3.0.2.285.

The Intel Download Center indicates it's valid for all OS and the following Intel products: DP67BG, DX58OG, DX58SO2, DX79SI, DX79SR, DX79TO, DX68BC, DX68ZV, DZ77GA-70K, DZ77RE-75K, & DZ87KLT-75K.

This driver also causes issues with Microsoft Office 2007 & 2010 applications when you copy to the clipboard then open Word and paste from the clipboard. It will copy text and paste as a black blob.

What are the chances of getting an updated driver from Motorola?

Regards

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Employee
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Hi tjg79, What is the motherboard model you have?

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New Contributor II
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This module is on a DX58SO2 running Win 7 Pro x64 SP1 & MS Office 2007.

From what I've researched, the issue is also valid for Office 2010.

Regards

PS

A tech rep from the Microsoft Support Community indicated that the issue isn't resolvable if the manufacturer implemented their add-in in the wrong way. It is not a native Outlook or Windows feature. Also, to contact the manufacturer to determine if updated drivers are available.

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Employee
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tjg79,

Thanks for the feedback. I will try to replicate this issue and I will be back with more information.

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New Contributor II
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Thanks Kevin,

I've duplicated the issue on three boards; DX58SO2, DX79SR, and a DX58SO. Although the DX58SO is not listed as valid for the module, it works as well as the other two boards I tested.

Besides the "Send to Bluetooth" COM Add-in error box pop-up, the Bluetooth driver causes the MS Office copy text and paste a large black dot/blob/spot issue.

I read about the same Bluetooth error on another Intel board with a different Bluetooth module when I was searching for information. The other board had a Motorola driver as well.

I've seen/read enough to get the impression that Motorola needs to test their Bluetooth drivers more carefully.

Regards

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Employee
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Hi tjg79,

When you say you are replying to an email, I assume you are using the bluetooth module with Outlook 2007, is this correct?

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New Contributor II
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Hi Kevin,

The module was installed with the drivers in their default mode. The driver installation installed the COM Add-in "Send to Bluetooth" enabled to all Microsoft Office applications.

I was not trying to use the Bluetooth feature. I didn't realize it was even there as an add-in. My desktop system is connected to a DSL modem via cable. I don't need Bluetooth to send an email. But, when I started Outlook and replied to an email for the first time, I got the pop-up error box pertaining to "Send to Bluetooth." Once I cleared the error box and replied to subsequent emails, I didn't get the error. But, it started again after closing and reopening Outlook.

I also noticed that if I selected some text and copied it, then opened Word and pasted, the text would paste as a picture of a large black blob. If I opened Word first and then selected text in another application (IE10 in this case), copied and pasted into Word, the text would paste as text.

I was advised by one member on the Microsoft Community Support forum that the Bluetooth feature is a known troublemaker and he advised to disable it. Another member indicated that the driver was implemented incorrectly and the maker, Motorola in this case, needs to fix their driver.

I'm able to resolve my issue with the pop-up error in Outlook and the cut and paste issue in Word, by unchecking the "Send to Bluetooth" option in the COM Add-ins in all the Microsoft Applications.

I would be nice if Motorola would fix this issue by creating an updated driver with the fix.

Let me know if you have any other questions. Thanks for your support.

Regards

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New Contributor II
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One more thing.

The module and drivers were installed after the OS and MS Office application installation. I haven't checked to see if the feature would perform properly is the module and drivers were installed before the MS Office application installation.

Regards

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Employee
272 Views

Hello tjg79,

From our side we can provide the latest generic driver we have for it at:

https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&DwnldID=19652&lang=eng&OSVersion=Windows%207... https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&DwnldID=19652&lang=eng&OSVersion=Windows%207...

But since you have tested it already, my best recommendation would be to contact Motorola and verify with them for any possible firmware update.

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New Contributor II
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I don't know where to contact Motorola about this issue. I've checked their website and I don't see anything related to this module or the drivers.

Does Intel have a way to pass this issue to Motorola and request they fix the issue? Since this module was included as an accessory for the DX58SO2 and likely other boards, I would think Intel would have an interest in seeing that it works without issue with standard applications such as MS Office. What is listed on the Intel Download Center, Version: 3.0.2.285, is the driver that causes the issues.

Have you been able to replicate the issue?

Regards

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New Contributor II
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Some additional information:

If you delete all the Intel Download Center Bluetooth drivers and software and reboot, Windows 7 will attempt to install its generic drivers. The drivers installed are as follows:

Bluetooth Radios:

Generic Bluetooth Adapter

Driver Provider: Microsoft, Driver Date: 21-Jun-06, Driver Version: 6.1.7601.17889, Digital Signer: Microsoft Windows

Microsoft Bluetooth Enumerator

Driver Provider: Microsoft, Driver Date: 21-Jun-06, Driver Version: 6.1.7601.17789, Digital Signer: Microsoft Windows

Network Adapters:

Bluetooth Device (Personal Area Network) # 3

Driver Provider: Microsoft, Driver Date: 21-Jun-06, Driver Version: 6.1.7600.16385, Digital Signer: Microsoft Windows

Bluetooth Device (RFCOMM Protocol TDI) # 3

Driver Provider: Microsoft, Driver Date: 21-Jun-06, Driver Version: 6.1.7600.16385, Digital Signer: Microsoft Windows

Ports (COM & LTP):

Standard Serial over Bluetooth Link (COM5)

Driver Provider: Microsoft, Driver Date: 21-Jun-06, Driver Version: 6.1.7600.16385

Other Devices:

Bluetooth Peripheral Device - 3 each, Windows can't find drivers for these three devices.

I went to the Broadcom website and downloaded the Bluetooth Software Download. The Broadcom software will start, but can't identify the devices.

From what I can tell, the Intel Download Center has drivers that are newer and load without "Other Devices" showing up in the Device Manager, but the software has issues with MS Office 2007 & 2010.

Regards

PS

I did find the following link pertaining to Motorola and their Bluetooth 3.0 plus High Speed Software Suite that indicates compatibility with Win 7, but not Win 8.

http://www.motorolasolutions.com/XP-EN/Business+Product+and+Services/Software+and+Applications/Softw... http://www.motorolasolutions.com/XP-EN/Business+Product+and+Services/Software+and+Applications/Softw...

I don't see anywhere a consumer can download a device driver. I think this product is marketed to business partners such as Intel to have the drivers and software available for their customers for the devices they market and sell.

Regards

PSS

I contacted MSI Technical Support and they indicated that since the device was included as an accessory with an Intel motherboard, Intel has the responsibility to provide support for the device. Also, the device chipset manufacturer should have an updated driver.

Regards

A couple of forum threads related to these drivers.

/thread/32673 https://communities.intel.com/thread/32673

/message/173016# 173016 https://communities.intel.com/message/173016# 173016

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Employee
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Hi tjg79,

I have tested a DZ87KLT-75K with this wireless Bluetooth module and I was not able to replicate the issue from my side. I tested the system with MS Office 2007 and 2010 and when sending emails or copying and pasting information there was no error.

 

At this point, I recommend you testing a different module and updating the bios on your unit.
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New Contributor II
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I'll check my issue with a different module.

I've seen information online about others having this issue with the DX58SO2 and the "Send to Bluetooth" issue.

Is it possible for you to test a DX58SO2?

I'm testing on a DX58SO as well and getting the same indications.

I'll post my results when I try a different module.

Regards

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Employee
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Hi, tjg79

I am going to research more about this. I will keep you posted.

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New Contributor II
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Thanks Kevin,

I thought I had the issue with the Outlook pop-up COM Add-in error box resolved without disabling the error notifications and without disabling the Outlook "Send to Bluetooth" COM Add-in, by applying the following fix for the missing Bluetooth option when you right click a file and select "Send to."

The solution for the missing Bluetooth option was create a shortcut on the Desktop for the file:

 

C:\Windows\System32\fsquirt.exe and rename that shortcut "Bluetooth" and then move the renamed shortcut to the Shell "Send to" folder, C:\Users\xxxABCxxx\AppData\Roaming\Microsoft\Windows\Sendto. You can get to the Shell Send To folder by clicking the Start button, typing "Shell:Sendto," and hitting enter. That operation resolved the missing Bluetooth option when I right clicked a file and selected "Send to."

However, when I was testing, I noticed that I can't enable "Send to Bluetooth" in Outlook anymore. Every time I try, the option "unchecks" itself when I close the menu. I've tried several times with elevated administrator privileges, rebooting, and removing the fix mentioned above, but nothing works. I seem to recall finding another way to disable "Send to Bluetooth" or a Bluetooth service, but I can't recall how I did it. I've reloaded the MS-3871 drivers, switched modules several times and several other changes over the past week, so my mind is fuzzy at complete recall.

Although, nothing I've done resolves the copy text, open Word, then paste a black blob/spot/dot picture issue unless I disable the "Send to Bluetooth" COM Add-in in Word.

I'm thinking about a complete clean install of Win 7 and all programs after full erase of all hdds to start with a clean slate and then take notes about all changes from system installation configuration to isolate the issue.

Thanks again for your assistance.

Regards

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Employee
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Hi tjg79,

You are welcome.

In the case that issue persists, I recommend you contacting Motorola since this is in fact an issue between their driver and the MS Office Tools and not our motherboard.

I recommend you Contacting Motorola and addressing the issue as a Wireless Component problem but from our side, these errors on MS Office tools are out of our scope.

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New Contributor II
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It's my understanding that Motorola doesn't provide direct support to the customer for an item that is sold as an accessory on an Intel board. I've contacted the only Motorola support that I could find for consumers and it was for their phones. That rep indicated to get with Intel about the Intel accessory. I don't even see a Motorola Download Center where you can download drivers for the module. When I contacted MSI, I got the same answer. MSI indicated that Intel is the go to for that type of support. Since the device and software are provided by Intel, I would think Intel tech support should pass the issue to their Motorola tech rep and ask that they, Motorola address the issue. Is it possible for Intel to pass this issue to Motorola?

Thanks for your support.

Regards

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Employee
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Hi tjg79,

This module is an accessory that came along with the Intel ®Product. Therefore, the support that we can provide is the generic driver provided by Motorola. But that the issue is between the driver, which is out of our control, and the MS Office tool, also out of our control. If they are not getting help for the driver then they may need to talk to MS.

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New Contributor II
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Thanks Kevin,

The issue has devolved to all the players pointing to someone else. I would like to raise the issue with the responsible division within Motorola, but need a good contact. Do you know of one?

Regards

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