AX210 Bluetooth Problem After Installation

[CB_8]

Hello! I just recently installed an Intel AX210 wireless card into my laptop. Upon trying to wirelessly connect to my headphones, the Bluetooth refuses to connect almost instantaneously. However, while using a USB mouse, the Bluetooth proceeds to work. All of my Wi-Fi drivers seem to be up to date. I believe my Bluetooth Drivers are as well but I'm not too sure on those. I was curious if anyone else had this problem and/or a solution and could help me out in my situation. Thank you!

[JeanetteC_Intel]

Hello CB_8

Thank you for posting in Intel Communities.

To better understand your issue and provide an effective solution, please share the following information:

Installation Details:

• Is the Intel® Wi-Fi 6E AX210 an upgrade or replacement for a defective adapter?
• If replacing a faulty component, was the previous wireless card the same model or different?

Bluetooth Functionality:

• Did Bluetooth headphones work previously on this laptop, or is this a first-time setup?
• Do the headphones work properly on other devices?
• Can you successfully pair other Bluetooth devices with your laptop?
• What is your headphone brand/model?
• Do you receive any error messages during connection attempts?

System Information: Please also provide your system configuration using Intel® System Support Utility:

1. Download and launch SSU.exe
2. Check "Everything" and click Scan
3. When complete, click Next, then Save
4. Attach the SSU log file in your reply

This information will help me provide targeted assistance. I look forward to your response.

Best regards,

JeanetteC.

Intel Customer Support Technician

[CB_8]

Installation Details:

The AX210 is an upgrade replacing a Realtek wireless card that was underperforming with Wi-Fi but working with Bluetooth. AX210 does still indeed work on the Wi-Fi end of things and is far better than the old wireless card.

Bluetooth Functionality:

The headphones, a pair of Captain 300 Wireless Gaming Headsets, did indeed work previously on it before I had installed the AX210 into this laptop and it still connects seamlessly to other devices. As for my laptop, I cannot pair any other Bluetooth without the help of something like a USB. The only error that comes up upon trying to pair with a device is the basic red text that says "Couldn't Connect" within the Bluetooth popup.

I am grateful for your help, and I hope this information can lead us on the right track as to what could be wrong. One other theory that I have is that perhaps I had installed the AX210 wrong or something. However, with the Wi-Fi still working, I don't believe this to be the case. Anyways, thank you!

[JeanetteC_Intel]

Hello CB_8,

Thank you for providing this important information.

I understand that you upgraded from a Realtek wireless card to the Intel® Wi-Fi 6E AX210. While Wi-Fi functions properly, Bluetooth cannot connect to any devices and displays a "Couldn't Connect" error message.

I'd like to share important documentation that may explain this issue:

• An Intel® Wireless Adapter installed in a system that is being sold on the market doesn't necessarily mean that same wireless adapter can be used or installed in any other systems for the above-mentioned reason.
• If the manufacturer doesn't have the necessary approvals, the party installing the device is responsible for approvals. Installing adapters in an unauthorized system may be illegal. The end user is not authorized to install the Intel® Wireless Adapters (except the retail products below). Only the manufacturer or its authorized representative can install the adapters.
• If you have already performed the integration, it is also important to understand that it may not work due to hardware or software compatibility issues or dependencies.
• Intel is a supplier of laptop components and does not manufacture or sell complete laptop systems. Your system manufacturer may have altered the features, incorporated customizations, or made other changes to the software or hardware packaging they provide.

Source: Regulatory Information Regarding Wireless Hardware Installation or Upgrade

You may still try the troubleshooting steps below:

1. Download and clean install the latest driver version 23.160.0.9 (may require reboot).
2. Perform a cold reboot.
3. Verify Bluetooth is enabled in device settings.

• Go to Settings > Bluetooth & Devices > Captain 300 Wireless Gaming Headsets > Manage devices and ensure Bluetooth is enabled

If the issue persists, please contact your system manufacturer's support team for further assistance.

I hope this helps.

Best regards

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello CB_8,

Were you able to check the previous post? 

Let us know if you have any questions. 

Best regards

JeanetteC.

Intel Customer Support Technician