Bluetooth Headphones no longer connect

[Thomas64]

Hallo,

i have some bluetooth-headphones and they have worked fine on my Windows 10 System. Since an update in late august or early september i was not longer able to connect the headphones with the PC.

It was not sure whether a Windows update or a driver update was the reason for the changes. After a longer session with the Microsoft-support and some "repair"-processes, it seems, that the BT-driver is the reason.

Unfortunately, Windows doesn't allow me to go back to a state before the update.

Problem description:

If I bring the headphones in pairing mode the PC recognizes the headphones an starts to connect them (Message left). After some minutes the message changes to "... not able to connect" (Message right).

Message2

When I look in Computer Management under "Windows System Logs," I see an error message: "Mutual authentication between the local Bluetooth adapter and a device with Bluetooth adapter address (18:4e:16:e1:01:d6) failed.":

I think that is exactly the cause of the connection failures.

Despite many attempts of uninstalling and reinstalling drivers and deleting and including devices, I have not been able to resolve this error.

There are also no abnormalities in the device manager:

Does anyone know what this error is and how to resolve it? I'm grateful for any help.

Thanks,

Thomas

[Mike_Intel]

Hello Thomas64,

Thank you for posting in Intel community Forum.

For me to further check this, please help provide the following details:

1. What is the complete model of your wireless controller?
2. What is the complete brand and model of your system?
3. Can your other Bluetooth Device still connect to your system?
4. Have you also tried to connect your Headphone on a different system?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Thomas64]

Hello Mike,

I hope I can answer your questions.

1. What is the complete model of your wireless controller?
   I am not sure, which information you need. I have found "Intel Wifi 6E Ax210":
   
   
2. What is the complete brand and model of your system?
   A windows 10 Pro-System:
3. Can your other Bluetooth Device still connect to your system?
   Yes. I have a robotic lawnmower and a smart tv which i can control via bluetooth without any problem.
   
   
4. Have you also tried to connect your Headphone on a different system?
   Yes, I can connect both headphones I tested to my phone without any problems.

Until last august/september the connection to my headhones works fine.

Thanks for your help and best wishes,

Thomas

[Mike_Intel]

Hello Thomas64,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello Thomas64,

Thank you for the update.

If the other Bluetooth device can connect to your system, that means it is working properly.

However, let me gather more details for me to provide some recommendations.

1. What is the brand and model of your laptop?
2. Please help generate the SSU logs of your system. Kindly refer to the link below for the steps on how to generate the logs:

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

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Thomas64]

Hallo Michael,

it is not a Laptop, it is a workstation with a main board from Asus. I think you will find the informations you need in the Log-file.

I agree that the blutooth hardware works fine. The problem seems to be a "protocol" issue. With the update in august/september security-relevant things may have been changed that now require a different pairing procedure (how I interpret the error message).

Attached is the log file from the SSU tool. I hope it provides some clues to the problem.

Best regards and thanks a lot for your help.

Thomas