NUC5425 not seeing Bluetooth devices

[CSmit18]

My 5425 will pair with some Logitech devices but will not connect with them.  In addition, I tried to add headphones and a speaker and they would not show up.  I've confirmed Bluetooth is on and accepting pairing and have updated the driver and Windows 10 (ver 20H2).  Any suggestions?

[Victor_G_Intel]

Hello CSmit18,

Thank you for posting on the Intel® communities.

To better assist, please provide the following report to continue.

Intel® System Support Utility (Intel® SSU)

Download link: https://downloadcenter.intel.com/download/25293/Intel-System-Support Utility-for-Windows-

• Open the application and click on "Scan" to see the system and device information
• By default, Intel® SSU will take you to the "Summary View".  
• Click on the menu where it says "Summary" to change to "Detailed View".  
• To save your scan, click on "Next", then "Save".  

Note: You can use the option under the reply window to attach the report and any other files to the thread (Drag and drop here or browse files to attach).

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician  

[CSmit18]

Thank you Victor.

I ran the report but regrettably there is no way for me to reply to send it to you.  Replying to the email you sent doesn't work because that is a 'no reply' email box.

Using the 'Submit' button in the SSU application generates a message as follows:

This site can’t be reached

servicerequestmgmt.intel.com took too long to respond.

Please let me know how I can send the detailed report to you unless you want me to upload it to this message board.

[n_scott_pearson]

You cannot use the Submit capability in the SSU app; it doesn't work (as you found).

You need to have the SSU app save the report to a text file and then come here and attach this file to a response message. Simply drag the file from Windows File Explorer into the box labelled with Drag and drop here or browse files to attach.

...S

[CSmit18]

Easy enough Scott.  Please let me know if it is not readable or you need more.

[n_scott_pearson]

So, it would appear that you do not have the Intel Bluetooth driver package installed at all. You can download this package from here: https://downloadcenter.intel.com/download/28622 (you want file BT_21.10.1_64_Win10.exe).

Hope this helps,

...S

[CSmit18]

Good morning. 

Unfortunately, I had no luck with the MSI.  I opened it on the 5425, downloaded and installed it, turned Bluetooth on and off and rebooted the NUC.  When I opened Bluetooth in the control panel, I clicked 'add Bluetooth Devices' and it did not see the headphones I was using.  The headphones installed right away on my current NUC, i5-10210U.  Note also that I held the headphones less than 5' away from the 5425, line of sight.

Charlie

[Victor_G_Intel]

Hello CSmit18,

Thank you for posting on the Intel® communities.

We appreciate the report. In order to continue can you please provide the following information:

1. Do you remember if this issue happened after a new OS update or Bluetooth driver update?
2. Were you able to have your Bluetooth connection in a normal/expected performance before? If yes, did you make any changes related to hardware/ software before the issue started?
3. Can you please provide the exact model and brand for both the headphones and the speaker that you weren’t able to connect to?
4. Do you see any yellow exclamation sign near the Bluetooth tab in your device manager’s window?

If you haven’t tried please uninstall and reinstall the driver with the instruction below:

Instructions (Bluetooth)

https://www.intel.com/content/www/us/en/support/articles/000006742/wireless/legacy-intel-wireless-products.html

Latest driver

https://downloadcenter.intel.com/download/28622/Intel-Wireless-Bluetooth-for-Intel-Wireless-7260-Family-and-Intel-Dual-Band-Wireless-AC-3160

Notes:

• After you download the file, disconnect from the internet so the operating system doesn’t trigger an automatic update while you are following the instructions.
• For the Bluetooth complete a removal first and then you can continue with an installation.
• One additional recommendation is to perform a cold reboot of the system after reinstalling the driver. This means to fully shut down the device and remove all sources of power, then repowering.

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician  

[CSmit18]

Hi Victor -

1. This is a 'headless' NUC that I access via personal use Teamviewer, so I haven't had to actually utilize BT powered mouse & keyboard before.  However I recently got a new Logitech keyboard & mouse combo that allows control of up to 3 separate PCs/iOS devices from the same keyboard and mouse.  My intent was to get a monitor and subsequently utilize the NUC to stream commercial content.  Accordingly, I have no recollection of when this started to be an issue.  Note that I'm diligent about using Windows update and the Intel driver & support assistant update.

2. In years past I do recall successfully pairing BT devices, although I cannot document that further.

3. The headphones are Jam, modelHX-HP420a, and the speaker is Amazon Basics BSK30.

4. There are no alerts in Device Manager.

In order to access the NUC without using the Internet, I'll have to get a monitor and a USB keyboard and mouse physically connected to it and this will take some time because I returned the monitor I was borrowing for this purpose.  I'll let you know when I've done this last part.

[Alberto_Sykes]

Hi CSmit18, Thank you very much for providing that information.

"I'll let you know when I've done this last part." perfect, no problem at all, take your time and once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

[CSmit18]

After removing the Intel Wireless Bluetooth program as instructed, shutting down, disconnecting the AC power, pressing the power switch while disconnected, starting, going into airplane mode and installing the linked program, Bluetooth acted normally.  Meaning I was able to immediately pair a set of headphones.  

So I think this is resolved, with the follow up question:  when the Intel Support Assistant wants to update the NUC with anything related to Bluetooth, do I not allow that?

Thanks to all for the help.  I still have Logitech mouse and keyboard issues, but that is a Logitech issue.

[Victor_G_Intel]

Hello CSmit18,

Thank you for posting on the Intel® communities.

‘’When the Intel Support Assistant wants to update the NUC with anything related to Bluetooth, do I not allow that?’’

R/You can always keep using the IDSA to update your NUC’s Bluetooth driver just bear in mind that a manual installation is always preferable since you have more control of the whole installation process.

We are glad that you were able to get the Bluetooth working. In regard to the Mouse and keyboard issues, we wish you the best of lucks with Logitech’s support team.

We will proceed to close the thread, in case you need anything else in the future you are more than welcome to submit a new question, just remember that this thread will no longer be monitored.

Regards,

Victor G.

Intel Technical Support Technician