BluTooth Disconnection Problems AX200 with Sony SRS XB-30 Speakers

[Powerslide]

Hi,

I saw there are many others having the same issue.

I have a WiFi 6 AX200 Adapter in my HP ENVY 15-k102ng Notebook. I installed it myself because the original adapter had WiFi problems.

Never had problems with connecting to my BT speakers until a few months ago a new BT Driver was installed. I am using the Support Assistant which is checking for updates.

Since then the speakers connect, but when there is no sound for a short while it will instantly disconnect from the speakers. When there is sound again, it takes a couple of seconds, while playing, and it connects back.

But when it is the case, there are sound drop outs every 10 seconds or so.

I downloaded the 160.4 Driver Setup File and deinstalled the existing driver prior to the installation, with the driver setup. But the problem still exists.

I also made a new initialization of my speakers.

If I connect to the speakers with my Samsung S8 there are no disconnetion errors.

I think the BT driver has a big problem functioning properly, when the laptop gets back in operation when the computer was in standby. After new start it will mostly work okay. But with no sound signal and the speakers connected it will disconnect after a short while. Then the sound drop outs occur. It helps when I turn BT off and on but problems will return later.

I had the problems under Windows 10 and after upgrade to W11 22H2 there is no change (since it is the same driver).

I also have a BT keyboard connected with no apparent problems.

Can you please fix the driver, because it it very annoying.

[Alberto_R_Intel]

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

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

Did you make any recent hardware/software changes, besides updating the BT driver, that might cause this issue?

Just to confirm, the wireless card was purchased separately, correct?

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://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Powerslide, 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

[Powerslide]

Hi Albert,

sorry for the delay, just got out of hospital.

I have not made any HW changes so far, the wireless card was purchased seperately. But I never had a problem with it, since on driver update.

It is a private workspace.

Today there was a update to 170 which I installed. But I haven't tried if the issue still persists. I find the driver date interesting. It seems older than the 160 driver but the 170 tells me it should be newer.

• TreiberdetailsAktuell
• Anbieter (Provider)Intel Corporation
• Version22.170.0.2
• Datum (Date)17.08.2022

• Gerätedetails
• Hersteller (Manufacturer)Intel Corporation
• StatusOK
• Gerätekennung (Device Id)USB\VID_8087&PID_0029\5&57986dc&0&14

I will check if this driver version fixed the problem, I will come back for report.

So, I tried the new driver but the problem still exists, sorry.

[Alberto_R_Intel]

Hi Powerslide, No problem at all, thank you very much for your response.

We are sorry to hear the issue still persists after installing the new driver and we hope everything is fine with your health.

It is important to mention that we always recommend to install the wireless/bluetotth driver provided by the manufacturer of the computer, since that driver was heavily customized by them to work with your specific platform.

I looked on HP's website and the first thing I noticed is that Windows* 10 has not been tested or validated by them as a supported Operating System for your machine. Based on that there will be no drivers available customized by them, as you can confirm here:

https://support.hp.com/us-en/drivers/selfservice/hp-envy-15-k100-notebook-pc/7234894/model/7450861

The Intel® wireless/bluetooth drivers are generic, meaning they might or might not work with your specific laptop. And as you described previously, the latest driver version we have available is 22.170.0.2:

https://www.intel.com/content/www/us/en/download/18649/intel-wireless-bluetooth-for-windows-10-and-windows-11.html?wapkw=ax200

In this case, it is important to bear in mind that when you install the wireless card on a laptop that is what is called "Wireless Integration", and the thing about that process is that there are a lot of components that come into play, like for example: board, Wireless card, drivers, PCI adapters antennas, m.2 ports, all those parts need to be compatible for the proper functionality of the Wireless connection. There is also regulatory information about the "Wireless Integration" that you can verify in the following links:

https://www.intel.com/content/www/us/en/support/articles/000005687/network-and-i-o/wireless.html

https://www.intel.com/content/www/us/en/support/articles/000005846/network-and-i-o/wireless.html

Based on the fact that you already install our latest driver and the problem remains, we will do further research on this matter. For us to be able to do that 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://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Regards,

Albert R.

Intel Customer Support Technician

[Powerslide]

Hi Albert,

I understand that it might be a problem because it is not fully compatible with the other components.

But anyway, I send you the SSU report.

Thank you so far.

Regards

Mathias

[Alberto_R_Intel]

Hi Powerslide, Thank you very much for providing the SSU report.

We will do further research on this matter. As soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel · Accepted solution]

Hello Powerslide, I just received an update on this matter.

Upon checking the SSU report, we notice that the OS is not in the latest build. You are using 19043 and the latest is 19044, it seems Microsoft just release a new version 19045 that could be tested if available.

Secondly, you are running BIOS version F.20 from 2019, and the latest is F.60 2022, please check with your OEM to update the BIOS.

After those updates, please perform a clean installation of Bluetooth driver version 22.170.0:

https://www.intel.com/content/www/us/en/download/18649/intel-wireless-bluetooth-for-windows-10-and-windows-11.html

If the issue remains, test the computer also with OEM driver version 22.130.0.2 and once you get the chance, let us know the results:

https://support.hp.com/us-en/drivers/selfservice/hp-pavilion-gaming-15-dk0000-laptop-pc/26122224/model/29124486?sku=7DJ87EA

Regards,

Albert R.

Intel Customer Support Technician

[Powerslide]

Hi Albert,

I updated the BIOS to F60 (nerve wracking, scared me to death) and made a clean installation of the 22.170.0. But it was still not working.

So I set the driver back to the OEM version 22.130.0.2 and it looks good. Connection stays on. I think this is it.

Thank you so much for your help and your patience.

Regards

Mathias

[Alberto_R_Intel]

Hi Powerslide, You are very welcome, thank you very much for letting us know those results.

Perfect, it is great to know that now the Bluetooth connection stays on after installing the customized driver provided by the OEM version 22.130.0.2 and that the computer is working properly.

Any other inquiries, do not hesitate to contact us again.

Regards,

Albert R.

Intel Customer Support Technician