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Beginner
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Bluetooth mouse and keyboard freeze on STK1AW32SC

Hello guys, Im unable to create an official intel support ticket because the system already redirects me to 404 pages and registration forms which I already passed multiple times.

So I hope my case will find the way to intel support by this way.

I have a STK1AW32SC, with the default Windows 10 x32 on it.

The connected bluetooth mouse and keyboards stop working after 1-10minutes. The cursor freezes on the screen and also restarting the devices don't help to unfreeze the cursor.

My problem sounds similar to this one:

I've updated the blueetooth drive to latest version without luck.

I faced the issue with apple magic mouse and keyboard as connected devices.

I would appreciate if someone out there might help me to fix that issue.

Kind Regards

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7 Replies
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Community Manager
16 Views

Re: Bluetooth mouse and keyboard freeze on STK1AW32SC

Hi redstruc,

 

 

I understand you are having problems with Bluetooth connection with keyboard and mouse.

 

Let me help you on this matter.

 

 

Please confirm if you have the latest Intel® Compute stick BIOS

 

https://downloadcenter.intel.com/download/27613/Compute-Stick-BIOS-Update-SCCHTAX5-86A-?product=9106... https://downloadcenter.intel.com/download/27613/Compute-Stick-BIOS-Update-SCCHTAX5-86A-?product=9106...

 

 

I see you mentioned that you installed the latest Bluetooth drivers, but I just need confirmation of the driver version: 20.30.0

 

 

https://downloadcenter.intel.com/download/27664/Compute-Stick-Intel-Bluetooth-Technology-Based-Drive... https://downloadcenter.intel.com/download/27664/Compute-Stick-Intel-Bluetooth-Technology-Based-Drive...

 

Additionally, if this is possible, test different Bluetooth devices, you can find a list of compatible peripherals for your Intel® Compute stick:

 

http://compatibleproducts.intel.com/ProductDetails/ExportPeripheralInfo?moduleName=Intel%C2%AE%20Com... http://compatibleproducts.intel.com/ProductDetails/ExportPeripheralInfo?moduleName=Intel%C2%AE%20Com...

 

 

Let me know your findings.

 

 

Allan J.
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Beginner
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Re: Bluetooth mouse and keyboard freeze on STK1AW32SC

yes, I installed all new updates available for STK1AW32SC from your Homepage.

This includes bluetooth driver 20.30.0.

Unfortunately I don't have any other bluetooth devices here.

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Highlighted
Community Manager
16 Views

Re: Bluetooth mouse and keyboard freeze on STK1AW32SC

Hi redstruc,

 

 

Thank you for updating this information. That is unfortunate. I was hoping the BIOS update will do the trick.

 

 

Please submit warranty ticket at the following URL:

 

 

https://www.intel.com/content/www/us/en/forms/support-registration-form.html https://www.intel.com/content/www/us/en/forms/support-registration-form.html

 

 

I just tested the link and this is working properly.

 

 

You can also submit warranty ticket through Chat support, please select Intel® Compute stick.

 

https://www.intel.com/content/www/us/en/support/contact-support.html https://www.intel.com/content/www/us/en/support/contact-support.html

 

 

Business Hours:

 

Monday - Friday

 

7:00 AM to 5:00 PM (Pacific Time)

 

 

Regards,

 

Allan J

 

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Community Manager
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Re: Bluetooth mouse and keyboard freeze on STK1AW32SC

Hi redstruc,

 

 

I was wondering if you were able to submit a ticket through Intel support.

 

 

Thanks

 

Allan J

 

 

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Beginner
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Re: Bluetooth mouse and keyboard freeze on STK1AW32SC

Hi, thanks for your reply.

My local retailer already replaced the unit for me but the issue still exists.

Now I think a second warranty request to intel directly isn't worth it.

I tested mouse and keyboard with mini pc devices from other brands and they work very well.

So I guess its a problem with the complete intel STK1AW32SC series.

Kind Regards

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Highlighted
Community Manager
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Re: Bluetooth mouse and keyboard freeze on STK1AW32SC

Hi redstruc,

 

 

Thanks for the information.

 

 

If the Intel® Compute stick was already replaced and the problem remains, I do not think there is a problem with the Intel® Compute stick, it seems to be a compatibility issue. The Apple* mouse and keyboard do not seem to be part of the tested peripherals for your Intel® Compute stick.

 

 

Regards,

 

Allan J.

 

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Highlighted
Community Manager
16 Views

Re: Bluetooth mouse and keyboard freeze on STK1AW32SC

Hi redstruc,

 

 

Were you able to check this compatibility problem with Apple* support?

 

 

https://support.apple.com/contact Apple contact information

 

 

Allan J

 

 

 

 

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