Unable to connect bluetooth keyboard and mouse

[AZguy]

Ever since I installed Windows 10 2004 bluetooth has become a major problem.

I can connect either a bluetooth mouse or a bluetooth keyboard, not both!

I installed Microsoft KB4568831 which is reported to fix this issue.  Unfortunately, it does NOT.

My systems:

Intel Nuc8i7beh, Intel Nuc7i7bnh

Bluetooth Keyboard and Mouse:  Dell KM717

I have uninstalled and reinstalled all bluetooth drivers.  No difference.

[n_scott_pearson · Accepted solution]

Since they share hardware, you need to uninstall and reinstall both the Wireless and Bluetooth driver packages. Use this process:

1. If you haven't already, download the latest Wireless and Bluetooth packages from the intel Download Center. Here are links:
   1. Wireless: https://downloadcenter.intel.com/download/29520/Windows-10-Wi-Fi-Drivers-for-Intel-Wireless-Adapters.
   2. Bluetooth: https://downloadcenter.intel.com/download/29538/Intel-Wireless-Bluetooth-for-Windows-10.
2. Disable Internet access. Disconnect NUC's Ethernet cable and/or disable Wireless.
3. From Apps & Features, uninstall the Intel Wireless Bluetooth driver package.
4. From Device Manager, right-click on entry for Wireless adapter and select Uninstall Device. In the dialog that appears, place checkmark beside Delete the driver software for this device and then click on Uninstall.
5. Reboot, keeping Internet access disabled.
6. Install the Intel Bluetooth driver package first.
7. Install the Intel Wireless driver package second.
8. Reboot.
9. Enable Internet access. Restore Ethernet cable and/or enable wireless.
10. Test.

Hope this helps,

...S 

[AZguy]

n_scott_pearson,

Thank you very much for your quick and accurate response!  Much appreciated!  The new drivers solved the issue.

Just curious why the Intel Driver Support & Assistant app failed to find these new drivers.

Even more curious - The Intel Download Center also failed to show me the new drivers.

https://downloadcenter.intel.com/

Please See attached photo.

Any ideas on how I should I go about finding the latest drivers?

Thank you.

[n_scott_pearson]

IDSA will only install the versions of the drivers listed in the database. For the NUCs (being Intel products), the listed versions are the versions that Intel has fully validated on this NUC model. These are often not the latest available, unfortunately. 

Secondly, you are benefiting from a process that includes uninstall and reinstall of a pair of connected drivers. IDSA also cannot handle connected/paired drivers (i.e. treats Bluetooth and Wireless separately).

For us grizzled veterans, IDSA can often be a hindrance. I test with it enabled, but I also test the latest available releases and do so by checking the Intel Download Center for updates regularly, downloading packages manually and keeping in a database of packages to use across the multiple NUCs that I have under test.

...S

P.S. Yes, there are tricks to finding things in the Download Center. Despite many years working with it, I regularly see cases where I didn't find the latest and I end up learning a new search trick from someone else (including the folks putting up the driver packages).

[AZguy]

Quick Followup:

New unexpected issues have appeared:

The keyboard all of a sudden would not connect to bluetooth all over again even with the latest Intel Intel bluetooth driver version 21.90.2 and Microsoft kb4568831 installed.

The only way that I was able to get the keyboard to reconnect was to install a new video driver (Intel 27.20.100.8476).  After I installed version 27 the keyboard would connect.

To make certain the video driver was related to the keyboard issue, I wiped my system and reinstalled windows 10.  Before I attempted to connect my bluetooth keyboard I installed the Intel bluetooth driver version 21.90.2.

Same exact results.  Unable to connect until I installed the latest video driver 27.20.100.8476.

My system is working with the Intel display driver version 27.20.100.8476, bluetooth 21.90.2 and Microsoft update kb4568831 installed.

Unfortunately, it has some strange behaviors.

It now takes about 20 to 30 key presses before the keyboard will wake up after booting.  It also periodically stops responding for periods of about 30 seconds.

I have set Windows 10 to not allow bluetooth to be turned off to to save power in the device manager.

Any ideas?

Thank you.