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Beginner
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STK2M364CC bluetooth constantly dropping out

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Hi All

Have had this issue from day one. Running Windows 10 64 Creator version. At times bluetooth would drop out for a few seconds and then reconnect. More frustratingly is when it loses connectivity and the obly way to get it back is by turning bluetooth off and back on then reconnecting the device to the ICS. Usually a reboot would fix it as well although sometimes i need to reconnect even after a reboot.

My two devices are a Logitech keyboard and mouse. I have used them to connect to the Compute Stick Bios as well. Not sure if that matters? Was using them both perfectly on my Surface Pro 3 same version of Windows with never an issue.

These are the errors i get in Event Log after the disconnection occurs.

"Bluetooth HID device either went out of range or became unresponsive.

Source: HidBth"

Drivers are the latest versions

Wireless 19.50.1.5

Bluetooth 19.60.0.3

Bios 0051

Has anyone experienced this? Otherwise what is my next option? Can i raise a case directly with Intel?

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Community Manager
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Hi achandab: Thank you very much for joining the Intel® Compute Stick communities.

 

 

In order to try to fix the problem, we can try to-reinstall the chipset and management engine drivers:

 

https://downloadcenter.intel.com/download/26323/Intel-Chipset-Device-Software-for-Intel-Compute-Stic... https://downloadcenter.intel.com/download/26323/Intel-Chipset-Device-Software-for-Intel-Compute-Stic...

 

https://downloadcenter.intel.com/download/26115/Intel-Management-Engine-Consumer-Driver-for-Intel-Co... https://downloadcenter.intel.com/download/26115/Intel-Management-Engine-Consumer-Driver-for-Intel-Co...

 

 

Additionally, on the link below you will find the list of tested peripherals for your compute stick, you will be able to see a few Bluetooth devices in there:

 

https://www.intel.com/content/www/us/en/support/boards-and-kits/intel-compute-stick/000017556.html https://www.intel.com/content/www/us/en/support/boards-and-kits/intel-compute-stick/000017556.html

 

 

Sure, you can always get in contact with Intel directly in the case you are interested in replacing the stick, since we already tried all the steps recommend to fix this issue. Just to let you know, also you can get in contact with the place of purchase to verify their warranty policy and they might be able to replace it for you. On the links below you will find the information to get in contact with Intel:

 

Chat support: http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat

For phone support, depending on your location, you will see the contact information on the links below:

 

EMEA contact information: http://intel.ly/28QeAF3 http://intel.ly/28QeAF3

 

APAC contact information: http://intel.ly/1ITfjUF http://intel.ly/1ITfjUF

 

LAR contact information: http://intel.ly/29c0rW4 http://intel.ly/29c0rW4

 

North America: Phone Number 1-916-377-7000, Monday - Friday 7:00 AM to 5:00 PM (Pacific Time).

 

 

Any further questions, please let me know.

 

 

Regards,

 

Alberto R

 

View solution in original post

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12 Replies
Highlighted
Community Manager
32 Views

Hi achandab: Thank you very much for joining the Intel® Compute Stick communities.

 

 

In order to try to fix the problem, we can try to-reinstall the chipset and management engine drivers:

 

https://downloadcenter.intel.com/download/26323/Intel-Chipset-Device-Software-for-Intel-Compute-Stic... https://downloadcenter.intel.com/download/26323/Intel-Chipset-Device-Software-for-Intel-Compute-Stic...

 

https://downloadcenter.intel.com/download/26115/Intel-Management-Engine-Consumer-Driver-for-Intel-Co... https://downloadcenter.intel.com/download/26115/Intel-Management-Engine-Consumer-Driver-for-Intel-Co...

 

 

Additionally, on the link below you will find the list of tested peripherals for your compute stick, you will be able to see a few Bluetooth devices in there:

 

https://www.intel.com/content/www/us/en/support/boards-and-kits/intel-compute-stick/000017556.html https://www.intel.com/content/www/us/en/support/boards-and-kits/intel-compute-stick/000017556.html

 

 

Sure, you can always get in contact with Intel directly in the case you are interested in replacing the stick, since we already tried all the steps recommend to fix this issue. Just to let you know, also you can get in contact with the place of purchase to verify their warranty policy and they might be able to replace it for you. On the links below you will find the information to get in contact with Intel:

 

Chat support: http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat

For phone support, depending on your location, you will see the contact information on the links below:

 

EMEA contact information: http://intel.ly/28QeAF3 http://intel.ly/28QeAF3

 

APAC contact information: http://intel.ly/1ITfjUF http://intel.ly/1ITfjUF

 

LAR contact information: http://intel.ly/29c0rW4 http://intel.ly/29c0rW4

 

North America: Phone Number 1-916-377-7000, Monday - Friday 7:00 AM to 5:00 PM (Pacific Time).

 

 

Any further questions, please let me know.

 

 

Regards,

 

Alberto R

 

View solution in original post

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Highlighted
Beginner
31 Views

Thanks.

I have reinstalled the Chipset drivers. I will monitor for the next few days and update you. Thanks

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Highlighted
Community Manager
31 Views

achandab: You are welcome. Perfect, once you get the chance please let us know the results.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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Highlighted
Community Manager
31 Views

achandab: I just wanted to check if you were able to test the stick and if the problem with the Bluetooth still persists?

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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Highlighted
Beginner
31 Views

Hi Alberto

It seems reinstalling the chipset driver seems to have fixed it. It has been one week and no dropouts so far. If it happens in the future I will let you know. thanks!

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Highlighted
Community Manager
31 Views

Hi achandab: You are welcome. Perfect, it is great to hear the problem got fixed.

 

 

Any other inquiry, do not hesitate in contact us again.

 

 

Regards,

 

Alberto R

 

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Highlighted
Beginner
31 Views

Hi Alberto

Seems i spoke to soon, same issue appeared again with the same error in the event logs

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Highlighted
Community Manager
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Hi achandab: We are sorry to hear the problem still persists.

In this case, besides trying to re-install the Bluetooth driver the next thing to do will be to replace the stick:

https://downloadcenter.intel.com/download/26662/Compute-Stick-Intel-Bluetooth-Technology-Based-Drive... https://downloadcenter.intel.com/download/26662/Compute-Stick-Intel-Bluetooth-Technology-Based-Drive...

Any questions, please let me know.

Regards,

 

Alberto R
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Highlighted
Community Manager
31 Views

achandab: Thank you very much for providing those details.

 

 

In that case to replace the stick will be the next thing to do.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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Highlighted
Beginner
31 Views

Hi Alberto

Is there any other solution then replacing the stick? I am worried this will occur again. Also i spent days configuring my O/S and Stick how i like. Do you have a solution to replicate the settings to another stick? I would rather avoid replacing the stick if there is a way to resolve this. It seems like its just a driver issue

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Highlighted
Community Manager
31 Views

achandab: Thank you for that information. We completely understand. The steps above are the ones that we recommend in order to try to fix this problem. We can try to re-install the chipset driver again since that fixed the issue before.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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Highlighted
Community Manager
31 Views

achandab: I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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