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Intel i7 12GEN: Bluetooth problem

DRG1
Beginner
696 Views

Hello everyone,

I got replaced my Laptop ASUS TUF GAMING F15 Modelo FX507ZC4 – HN002W with Intel Core 7 - 17200H Processor, with an identical one, and I'm experiencing the same problem:

  1. When I connect Bluetooth headphones to the laptop, they are recognized but do not produce sound.
  2. The laptop does not recognize other Bluetooth headphones (I tried with four other devices).
  3. The laptop takes a while to recognize my Bluetooth earphones.

I accessed Control Panel > Hardware & Sound > Sound > Headphones > Properties > Controller Information > "Properties" > Change Settings > Driver > Uninstall Device.

This action uninstalled the Intel Smart Sound Technology for Bluetooth Audio driver, and Microsoft took control of the headphones. While they started playing sound, Dolby Atmos got deactivated. When I manually activated Dolby Atmos, the Intel Smart Sound Technology for Bluetooth driver took control of the headphones again, causing them to stop playing sound once more.

Has any of you managed to solve this problem? Please, let me know if there is a solution.

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3 Replies
Alberto_R_Intel
Employee
666 Views

DRG1, Thank you for posting in the Intel® Communities Support.


We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 


In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

What is the model of the Intel® wireless card?

What is the brand and model of the Bluetooth headphones?

You mentioned you replaced the laptop, with this replacement laptop, did the Bluetooth feature ever work fine without showing the sound problem?

Besides uninstalling the Intel® Smart Sound Technology for Bluetooth Audio driver, did you make any recent hardware/software changes?

The wireless card, did you purchase it separately or did it come installed on the computer?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


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Alberto_R_Intel
Employee
620 Views

Hello DRG1, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


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Hugo_Intel
Employee
585 Views

Hello DRG1


We have not heard from you for a while and we did not receive the required information we asked for in our last post so we could assist with this issue. In this case, we will no longer monitor this thread. Feel free to open a new topic if you need further assistance.


Best regards,


Hugo O.

Intel Customer Support Technician.


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