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TCarv
Beginner
2,005 Views

bluetooth disapeared from windows10 after driver update

My computer is a NUC5i3RYH, windows10 64bits.

The Bluetooth worked fine until now.

I installed the new version of bluetooth driver : bt_win10_64_20.30.0.exe

Bluetooth disappeared from Windows10

The Windows "Bluetooth troubleshooting" diagnostic mentions : "Bluetooth is not available on that computer. Try an external board for this functionality"

Do you plan an update of the Bluetooth driver to fix that problem ?

0 Kudos
12 Replies
idata
Community Manager
329 Views

Hello thierryx

I understand that you are having Bluetooth recognition issues after the latest Windows *10 update.

In order for me to assist you better, please provide me with the .txt file that the System Support Utility will generate. To attach a file, you must click the "Attach" option on the bottom right-hand corner of the response box.

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

I hope to hear from you soon.

Best Regards,

Diego S.

TCarv
Beginner
329 Views

Here is the "System Support Utility" report from my NUCI5.

I hope it helps,

Best regards

idata
Community Manager
329 Views

Hello thierryx

 

 

Thank you for your response.

 

 

Could you go into the device manager look for Bluetooth device, do you have any warning symbol on the device?

 

If you do not see the device, please try to scan the system for new devices. (right click on the PC name>scan for hardware changes)

 

 

Regards,

 

Leonardo C.

 

TCarv
Beginner
329 Views

Hello Leonardo,

I went in the device manager, no Bluetooth device there.

I scanned for new devices, nothing happened.

I checked in the BIOS that the Bluetooth device is active.

What else can I do ?

My opinion is that the Bluetooth driver bt_win10_64_20.30.0.exe does not work properly on my Windows10.

Can I install an older version of the driver ?

n_scott_pearson
Super User Retired Employee
329 Views

You may not need to go to an earlier driver. Seems like there is something going wrong in the install process. I suggest you try this:

1. Make sure you have latest Bluetooth and Wireless driver packages downloaded.

2. Disconnect NUC from internet.

3. Completely uninstall both the Bluetooth and Wireless driver packages.

4. Reboot.

5. Install Bluetooth driver package.

6. Install Wireless driver package.

7. Reboot.

8. Reconnect internet.

9. Test.

Note that, if completely reliant on wireless for internet access, you may need to disable wireless in router - or just shut router off.

Hope this helps,

...S

TCarv
Beginner
329 Views

Thank you for these instructions.

I followed the 9 steps, without success.

Windows still considers there is no Bluetooth on my computer.

A possible problem may come from the initial version of bluetooth driver 17.1.1501.0514

It is still listed in the "Applications list", I cannot remove it, the buttons "Modify" and "Removed" are gey (not active).

See the attached screenshot.

How can I remove "Intel Wireless Bluetooth 17.1.1501.0514" installed in July 2015 ?

n_scott_pearson
Super User Retired Employee
329 Views

Hhmmm, good question! Unfortunately, I would need to be having this issue to be able to determine what needed to be done. Intel Customer Support (intel_admin) will need to take over and investigate this...

Sorry,

...S

TCarv
Beginner
329 Views

Thank you Scott.

How could I contact Intel Customer Support ( intel_corp) ?

Will they read this conversation ?

n_scott_pearson
Super User Retired Employee
329 Views

They should read it, but, if you want to have them open a formal ticket and track the issue, you need to contact them directly.

Here is contact information, by geography:

http://www.intel.com/content/www/us/en/support/contact-support.html# @11 Intel Customer Support Contact Information for US and Canada

http://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html Intel Customer Support Contact Information for Europe, Middle East and Africa

http://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html Intel Customer Support Contact Information for Asia-Pacific

http://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html Intel Customer Support Contact Information for Latin America

I cannot recommend the forms service; it seems to have a lot of problems. It's always better to talk to them directly - and there are folks within the geographic support centers that speak most languages. You can also try the http://intelsupportchat.force.com/icslivechat/ics_tech_desktop_ww_english_Chat Intel Customer Support Chat Service, but it is offered in English only and is subject to office hours (9-5 M-F) in the Pacific time zone.

Hope this helps,

...S

n_scott_pearson
Super User Retired Employee
329 Views

Same goes for setting up RMA; you have to talk to them directly.

...S

idata
Community Manager
329 Views

Hello thierryx,

 

Thank you for your patience

 

Please go ahead and try to update for your Bluetooth controller: https://downloadcenter.intel.com/download/27760/Wireless-Intel-Wireless-Bluetooth-for-Windows-10?pro... https://downloadcenter.intel.com/download/27760/Wireless-Intel-Wireless-Bluetooth-for-Windows-10?pro...

 

 

I hope this helps, please let us know the outcome.

 

 

Best regards.

 

Diego S.

 

idata
Community Manager
329 Views

Hello thierryx,

 

We just wanted to double check if you still need further assistance.

 

Please do not hesitate on contacting us back.

 

Best Regards,

 

Diego S.

 

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