NUC6i3SYB - Bluetooth issues

[MaurizioITA]

Hi,

I have a NUC6i3SYB system version H81132-502. Recently I am having problems with bluetooth. My NUC can no longer connect to the bluetooth audio device. If I try to add the audio device, Windows replies that the bluetooth is not active on the system. The network card is an Intel Dual Band Wireless AC-8260. From the Intel Driver Support & Assistant utility I downloaded and installed WiFi_22.10.0_Driver64_Win10 and BT_22.10.0_64_Win10. Now I don't see the Bluetooth logo button in action center and the Bluetooth logo in device manager. How can I solve the problem? My system is Microsoft Windows 10 Pro (64 bit) Version (Build) 2009 (10.0.19042). The driver installed on the network card is version 20.70.19.1. Thank you so much. Best regards

[n_scott_pearson]

I suggest that you try doing a clean install. Here is proper process for doing so: 

1. If you haven't already, download - but do not install just yet - the latest Bluetooth and WiFi drivers for your adapter. Here are links to these drivers: https://downloadcenter.intel.com/download/30057 and https://downloadcenter.intel.com/download/30061.
2. Disable Internet access. Unplug Ethernet cable and/or disable wireless. Keep disabled until told to re-enable.
3. From Apps & Features, check for instances of Intel PROSet/Wireless Software and Intel Wireless Bluetooth. If none, skip to step 6.
4. Uninstall each instance of Intel PROSet/Wireless Software and Intel Wireless Bluetooth that is present. When prompted, choose to "Discard Settings".
5. Manually reboot your computer, keeping Internet access disabled.
6. In Device Manager, check Network Adapters for an entry for Intel Dual-Band Wireless-AC 8260. If none, go to Step 9.
7. Right click on the entry for Intel Dual-Band Wireless-AC 8260 and uninstall it, choosing to (checkmark) Delete the driver software for this device.
8. Go to Step 5.
9. (Optional but recommended) Clean out all temporary files using the Windows Clean Disk tool. I recommend that you checkmark all categories offered, even if no files currently (so it leaves it set up for next invocation).
10. (Optional but recommended) Clear each of your browsers' cache.
11. Install the Bluetooth driver package (rule: always do Bluetooth first).
12. Install the Wireless driver package.
13. Manually shutdown and reboot your computer.
14. Enable Internet access.
15. Test.

Hope this helps,

...S

[MaurizioITA]

Hi Scott, thank you so much for the replay. I just need a clarification: in Apps & Features, I find in addition to Intel Wireless Bluetooth also "Intel Network Connections 25.6.0.4". Should I uninstall this too? Thanks again. Best regards, Maurizio

[n_scott_pearson]

No, that is driver package for your Wired Network. You don't want to touch that.

...S

[MaurizioITA]

Hi Scott,

thank you very much for your reply and for your kind support. I accurately performed the sequence of actions 1 to 15 twice but unfortunately the problem is still present. I don't know if it can be useful to understand the problem, but there is an unknown USB device in the device manager (device descriptor request not recognized - The device reported a problem and was stopped (Code 43)). Can you suggest other actions to perform? Thanks again. Sincerely, Maurizio

[n_scott_pearson]

Run through the algorithm again, but when you are at Step 7, uninstall the entry for this unknown device as well.

...S

[MaurizioITA]

Hi Scott, thank you. I've tried the whole sequence three times, including the extra step of removing the unknown USB device (which is reinstalled every time I reboot) without fixing the problem. I also tried to run the sequence after booting the system with bluetooth disabled in BIOS without success. If I run the Windows Bluetooth troubleshooter I always get the reply that the bluetooth in the system is not on. What remains to be done? Reinstalling Windows because bluetooth is not working is too much for me. Thanks anyway for your kind support

[AndrewG_Intel]

Hello @MaurizioITA

Thank you for posting on the Intel® communities. We hope that the assistance provided by the community has been helpful.

Also, we would like to inform you that due to the Intel® NUCs that comes with board NUC6i3SYB (e.g. Intel® NUC Kit NUC6i3SYK and Intel® NUC Kit NUC6i3SYH) have been discontinued, Intel Customer Service no longer supports inquiries for it, but perhaps fellow community members have the knowledge to jump in and provide more suggestions and help.

You may also find the Discontinued Products website helpful to address your request.

You can verify this product's discontinuance status at the Intel® Product Specifications website > Product Status > "Discontinued".

Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.

Best regards,

Andrew G.

Intel Customer Support Technician