AC7265 - wifi works fine, bluetooth is not even identified in device manager

[MSłow]

I have an Asus UX305CA (Windows 10 64bit) computer with Intel AC7265 card. Wifi works just fine but not only doesn't BT work (it stopped yesterday for no apparent reason) but is not even recognized as a device in the device manager. Surely if the card were faulty nothing would work, right? I deleted all the drivers and installed a compatible pair of BT/WiFi drivers (according to the compatibility list provided by Intel) but it didn't help. Restarting the computer doesn't help either.

[idata]

Hello Maciek27,

As we understand, the Bluetooth* component of your wireless adapter is not working. Please check the following actions and let us know some additional information:

- Make sure that Bluetooth* is enabled in you PC, this is normally done with a switch in the chassis or a keyboard combination.

- Try using Intel® PROSet/Wireless Software for Bluetooth® technology for Windows® 10, version 19.00.1621.

https://downloadcenter.intel.com/download/26067/Intel-PROSet-Wireless-Software-for-Bluetooth-technology-for-Windows-10 https://downloadcenter.intel.com/download/26067/Intel-PROSet-Wireless-Software-for-Bluetooth-technology-for-Windows-10

- Go to Windows* Device Manager - Bluetooth Radios, and verify that the adapter is enabled and working fine.

JB

[MSłow]

I did everything you told me to and nothing has changed.

[idata]

For further assistance, please provide the following information:

- Was this the adapter that came installed with your computer?- Have there been any changes made or updates installed to the system recently? (Windows updates, new software or hardware, etc.)- https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Download Intel® System Support Utility, run the application and use it to create a log with all items, save the file and then attach it to this thread using the "Advanced Editor" options.- Provide any pictures or logs showing the errors or status of the Bluetooth* device.

[idata]

Hello Maciek27,

We haven't received any reply to our last message. Feel free to let us know if you require further assistance.

[MSłow]

Hello everyone. I'm sorry for not answering but I wanted to make sure that I did everything I could before turning to you for assistance.

- Was this the adapter that came installed with your computer?

Yes and replacing it with another adapter of exactly the same type does not solve the issue (I actually bought one).

- Have there been any changes made or updates installed to the system recently? (Windows updates, new software or hardware, etc.)

I always install the most recent updates to any software, including the system and drivers. However, the issue is intermittent so I highly doubt it has anything to do with software.

- https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Download Intel® System Support Utility, run the application and use it to create a log with all items, save the file and then attach it to this thread using the "Advanced Editor" options.

Done!

- Provide any pictures or logs showing the errors or status of the Bluetooth* device.

Well, the only thing I can give you is a typical Windows error information from the device manager (error 43: A request for the USB device descriptor failed.) so there is no point in giving you a screenshot.

[idata]

Hello Maciek27,

There is no information about the Bluetooth* adapter in the logs, other than that there does not appear to be other issues.This may suggest a problem in the Bluetooth component of the card, or that a configuration is blocking it.Bluetooth* in the AC 7265 uses a USB host interface, this is independent from the WiFi adapter (that uses PCIe).Please make sure your BIOS is up to date, and check for any configuration that may disabling USB host interface.Did the system allow you to install the https://downloadcenter.intel.com/download/26067/Intel-PROSet-Wireless-Software-for-Bluetooth-technology-for-Windows-10?product=83635 Bluetooth* driver before? if it is not even detected, it may be a harware issue.

[idata]

We have not seen any updates since our last post. Please let us know if you require additional assistance about this matter.