Why do I need to start twice to connect Bluetooth keyboard and mouse?

[Stian]

Hi!

I recently received a replacement for my Intel NUC8i7HVK. The new NUC is exactly the same model but has a problem I never experienced with the first one. When it has been shut off for a while and I start it up again, my Microsoft Surface keyboard and mouse never connects. It makes no sense but when I turn it off and on again the keyboard and mouse always works.

Any ideas on why this is happening and what I can do to get keyboard and mouse working without the extra off/on cycle?

I have tried to connect a USB keyboard and mouse and when I go to the Bluetooth settings both keyboard and mouse are listed as connected. However, they don't work until I turn Bluetooth off and on again. Connecting the USB keyboard and mouse is cumbersome, hence I normally re-start the entire machine instead (as described above).

Best regards,

Stian

[LeonWaksman]

It is the same SSD with the same software installation from your first NUC, you are using now?

Leon

[Stian]

Yes, it's the same SSD with the same software installation. However, initially the keyboard and mouse did not work, probably because there are some hardware keys involved in the pairing. I re-paired them, removed the old connections from Windows and things started to work, except for the startup problem described above.

[LeonWaksman]

Hi @Stian​ 

1. Please download Intel System Support Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
2. Run the Intel SSU and the generated report please save and the txt file please attache to your post.

Leon

[Stian]

Here is the SSU report.

[LeonWaksman]

Hi Stian,

1. I've founded nothing wrong in the SSU report. Have even compared to report generated in my NUC (NUC8i7HVKVA).
2. If you didn't try this yet please reinstall the WiFi and Bluetooth drivers: https://downloadcenter.intel.com/download/28591/Intel-Wireless-Technology-Based-Driver-for-Intel-NUC-Kits?product=126143 and https://downloadcenter.intel.com/download/28595/Intel-Bluetooth-Technology-Based-Driver-for-Windows-10-64-Bit-for-Intel-NUC-Products?product=126143
3. Reinstall the WiFi driver first and then the Bluetooth driver.

Leon

[Stian]

I have downloaded and executed WIFI_WIN10_64_20.120.1.exe and BT_WIN10_64_20.120.2.exe. The wifi file executes without any user interaction. The Bluetooth file asks if I want to change, repair or remove. I chose remove and then ran it again to re-install the drivers. Unfortunately, the problem remains.

[LeonWaksman]

Hi Stian,

1. I would do this exactly as you did. Have not other idea.
2. You may check the Advanced settings in your WiFi adapter driver: https://www.intel.com/content/www/us/en/support/articles/000005585/network-and-i-o/wireless-networking.html

Leon

[Stian]

What exactly is the connection between the WiFi and the Bluetooth adapter? I thought they operated independently.

[LeonWaksman]

1. The Intel AC-8266 Wireless adapter support both functions: WiFi and Bluetooth https://www.intel.com/content/dam/www/public/us/en/documents/product-briefs/dual-band-wireless-ac-8265-brief.pdf . The WiFi function may work in 2.4GHz and 5GHz band, while the Bluetooth uses the 2.4GHz frequency band.
2. In this ling you will find more helpful information https://www.intel.com/content/www/us/en/support/products/94150/network-and-i-o/wireless-networking/intel-wireless-products/intel-wireless-8000-series/intel-dual-band-wireless-ac-8265.html

Leon

[Stian]

Hi again!

Since my NUC uses a wired Internet connection, I had turned Wifi off. Since you told me that Wifi and Bluetooth are provided by the same adapter, I turned it on again. At the same time I disconnected both mouse and keyboard (Microsoft Surface products that connects using Bluetooth) and reconnected them again. The initial test was promising. The mouse and keyboard were working immediately after a shutoff period of around 10 minutes. I thought the problem was solved. However, after the next shutoff period that was a lot longer, I experienced the same connection problems. :-(

Furthermore, the problem is getting bigger. The last two times I have turned the NUC on, it has required two shutoff cycles before the Bluetooth mouse and keyboard started to work. And for the record, each time I waited a long period (several minutes) to see if they would connect eventually.

This is my second NUC. The first one did not have this problem but was returned because it turned my TV on, even when shut down (https://forums.intel.com/s/feed/0D50P00004E8SIJSA3). Unfortunately, the replacement NUC I received (and now have) has exactly the same problem. My solution is to turn off the HDMI CEC on my TV and live without this smartness. Anyway, this last problem with the mouse and keyboard is more annoying and since the first machine worked without any problems I guess I have to return this one as well. The only thing that bothers me is that the problem might have something to do with the fact that I did not install Windows from scratch but instead installed my disk with all the pre-installed software from the first NUC. I had to call Microsoft to get Windows validated on the new machine. A bit cumbersome but after that everything seems to work, except the Bluetooth connections. Reinstalling Windows is a lot of work and definitely not something I want to try if you don't believe that it will solve the problem. However, returning the NUC to get a replacement is not hassel free either. Please advice how to proceed.

Stian

[LeonWaksman]

Hi @Stian​ 

1. On my NUC's: NUC6i5SYH, NUC7i7DNHE and NUC8i7HVK, I use without any problem Logitech Wireless Mouse + Keyboard combo. https://www.amazon.com/Logitech-MK520-Wireless-Keyboard-Mouse/dp/B008QS7DYY/ref=sr_1_15?crid=F3KQU95RHOSV&keywords=logitech+wireless+keyboard+and+mouse+combo&qid=1556711572&s=gateway&sprefix=logitech+wireless+%2Caps%2C276&sr=8-15 . I've never had any fuctional problem with this product.
2. Please check also in the list of Tested Peripherals for your NUC (Keyboard and Mice). http://compatibleproducts.intel.com/ProductDetails?activeModule=Intel%C2%AE%20NUC#

Leon

[Stian]

I am sure your mouse and keyboard worked nicely. However, I don't want to waste an USB port for a wireless dongle when I can use the internal Bluetooth adapter instead.

As far as I can see, my mouse and keyboard is not listed as Intel validated. However, they worked without any problems on my first NUC (exactly the same model).

The problem is definitely getting worse. I have now even experienced that the mouse and keyboard stopped working after a break when the NUC was turned on. When I connected my USB mouse and turned Bluetooth off and on again both mouse and keyboard worked again.

[Stian]

Do you think this is a hardware or software problem?

Do you think I should try a new clean install of Windows?

[LeonWaksman]

1. It is hard to say. Could be that the NUC and the Keyboard+ mouse are both O.K. It could be a compatibility problem. In the past I saw in this forum complaints related to Microsoft wireless set. This set is working on Bluetooth wireless connection.  In the sleep state power is not supplied to the Wireless Adapter and the Wake on Bluetooth is not supported (even if it is enabled in Bios). See Table 9, page 33 in Technical Product Specification https://www.intel.com/content/dam/support/us/en/documents/mini-pcs/nuc-kits/NUC8i7HVK_TechProdSpec.pdf . Your keyboard is not functioning during system boot and you can't use it to enter Bios. It is functioning only when O.S. takes control. Those are the reason for me that I prefer to use Logitech wireless set with Unified USB adapter.
2. However if you want try to reinstall Windows you may use an in-place upgrade method https://www.tenforums.com/tutorials/16397-repair-install-windows-10-place-upgrade.html . Using this method you will be able to reinstall Windows, without losing your data and need to reinstall your application.

Leon

[Stian]

The problem seems to be solved! No problems three days in a row. :-)

The solution was provided by a technician, working at the shop where I bought the NUC. Many thanks to Atle at Proshop (https://www.proshop.no/) . The procedure that finally put things in order is as follows:

1. Start Device Manager
2. Uninstall everything Bluetooth-related
3. Restart Windows (Windows will then re-install the Bluetooth drivers automatically)
4. Connect mouse and keyboard

Stian

[LeonWaksman]

Hi Stian,

1. I'm glad that your problem was solved in easy way. Thank you for informing us how it was done.
2. It is strange that default Windows drivers, working better for you than the downloaded from Intel.

Regards

Leon

[Stian]

I agree! Normally, I would expect the Intel drivers to be the best option. However, when "Intel Driver & Support Assistant" suggested that I updated the Bluetooth driver, I decided to give it a try. After all, something could have been wrong with the last installation. Unfortunately, the problem re-appeared immediately after I had installed the Intel driver, so I had to use the method described above once more.

For now, I just have to remember not to update this driver when asked. Not a big deal since everything seems to work perfectly with the standard Windows driver. Maybe this should be reported as a problem to Intel, so that they can fix it in a future update?

Regards,

Stian

[Oscar_A_Intel1]

Hello Stian, Thank you for posting on the Intel Community. Thank you again for letting us know the steps you performed to solve the issue. Hopefully, other community members will find this information helpful when encountering the same or similar issues. We will take this feedback in consideration. Regards, Oscar A. Intel Customer Support Technician Under Contract to Intel Corporation