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Bluetooth Peripheral devices could be forced connected

CY1813
Beginner
1,919 Views

Recently, we found that if the BT device is remove from the BT setting page.

Then, trying to proceed the pairing with nearby PC would be failed.

The failure mode show that the device was forced connected by the previous system but without showing the device info in setting page. And the function could not work properly either.

 

Moreover, we found that if we disable the BT function in the issue platform. The device is allowed to pair with the nearby PC.

 

Do you have any experince and idea of this sympton?

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21 Replies
AndrewG_Intel
Moderator
1,803 Views

Hello @CY1813

Thank you for posting on the Intel® communities.


In order to understand better this scenario and check this further, could you please provide us with the following information?

1- Please elaborate more on what the specific issue is. Are you unable to connect or re-connect Bluetooth devices to the computer? Please also elaborate more about the reproduction steps. For instance, what do you mean when you said:

  • "(...) BT device is removed from the BT setting page (...)". Do you mean Windows® Bluetooth settings?
  • "(...) if we disable the BT function in the issue platform (...)". Where do you disable this? Could you please provide a screenshot?


2- What are the "Bluetooth Peripheral devices" regarding this request? Please provide maker, model, part numbers, etc.

3- Is the Intel® Wi-Fi 6 AX201 the original wireless adapter that came pre-installed on the system? Or did you install/integrate on the computer?

4- Was this working fine before or is this issue happening since the first day that you have the device(s)?

5- If this worked fine before, do you remember if this issue happened after a new Windows update or Wireless/Bluetooth driver update? Also, does the issue happens if you use the customized drivers provided by the computer manufacturer (OEM) Lenovo*?


Best regards,

Andrew G.

Intel Customer Support Technician


CY1813
Beginner
1,788 Views

Hi @AndrewG_Intel ,

Please kindly check my response below:

1- Please elaborate more on what the specific issue is. Are you unable to connect or re-connect Bluetooth devices to the computer? Please also elaborate more about the reproduction steps. For instance, what do you mean when you said:

Reproduce Step:

  1. Paired the device with first PC.
  2. Remove (Disconnect) the device from the PC.
  3. Then pair the PC again. -> issue happened. (Based on sniffer device is connected, but not show in the BT setting page)

or

  1. Paired the device with first PC.
  2. Remove (Disconnect) the device from the PC.
  3. Paired with nearby PC. -> Issue happened. (Based on sniffer, the devic is connected by first PC again and without show on BT setting page.)
  4. Turn off BT function by toggle the BT button in BT setting page.
  5. The device is allow to enter pairing mode again then paired with nearby device.

However, there is failure rate. But it is easy to reproduce when frequently pair.

When issue happened in the first PC, we would need to restart the system or go to device manager to disable BT chipset function.

  • "(...) BT device is removed from the BT setting page (...)". Do you mean Windows® Bluetooth settings? -> YesCY1813_0-1634537479289.png
  • (...) if we disable the BT function in the issue platform (...)". Where do you disable this? Could you please provide a screenshot?

       -> The Bluetooth button in the screenshot

 

2- What are the "Bluetooth Peripheral devices" regarding this request? Please provide maker, model, part numbers, etc.

-> Stylus (Active Pen), such as Dell PN579X, HP Active Pen G3

3- Is the Intel® Wi-Fi 6 AX201 the original wireless adapter that came pre-installed on the system? Or did you install/integrate on the computer?

-> Yes, it is original adapter.

 

4- Was this working fine before or is this issue happening since the first day that you have the device(s)?

-> Yes, it was fine.

5- If this worked fine before, do you remember if this issue happened after a new Windows update or Wireless/Bluetooth driver update? Also, does the issue happens if you use the customized drivers provided by the computer manufacturer (OEM) Lenovo*?

-> Actually, the issue seems not related to the specific platform directly.

-> We also could reproduce in other platforms.

-> The faliure mode seems occured when OS update and BT driver update.

-> Unfortunally, I could not remember which version it start to happened.

-> I also test it with other OEM platform, HP, Dell and MSFT. Most of them are above 21H1.

AndrewG_Intel
Moderator
1,744 Views

Hello CY1813

Thank you very much for your response and for the details.


Before we move to next steps, we would like to recommend you a Clean Installation of Wireless and Bluetooth Drivers using the latest Intel® Drivers (this is in case you haven't tried process yet). We know this is a basic step but we just want to make sure the drivers have been installed using this process. It is important to install both drivers as they are related and both components are integrated in the same card. You may find the links below:

To verify the Bluetooth driver was properly installed, you may refer to (1) Windows* > Apps > Apps & Features, scroll down and look for Intel® Wireless Bluetooth; or (2) Windows > Device Manager > Bluetooth > Properties > Driver tab.

Please confirm once the drivers are installed using this method and if the behavior persists or any other (different) behavior.


Also, since you mentioned that "you could reproduce in other platforms" and from different OEMs, could you plese confirm if this issue is occuring on an Enterprise Environment?

How many computers with Intel® Wi-Fi 6 AX201 do you have in your environment? And how many of them experience this issue?

Couldl you please share some examples of the specific device models of the other OEM platforms Dell*, HP*, etc?


Best regards,

Andrew G.

Intel Customer Support Technician


CY1813
Beginner
1,647 Views

@AndrewG_Intel 
Sorry for the late reply, I have do the process and the issue still could be reproduced.

Somehow, the issue is with failure rate.

I do not have enough time to run the same test on other platforms.

I might need to take few days to test, if there is any update would like you keep you posted.

(The other OEM platform I have are still under developing phase)
The SSU data I provided was my working laptop which already launched on the market.

Thank you~

AndrewG_Intel
Moderator
1,696 Views

Hello CY1813

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back if you have additional inquiries.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,619 Views

Hello CY1813

Thank you for your response and for the feedback.


Sure, no problem, please take the time you need to perform additional tests and we will keep monitoring the thread waiting for more feedback from your end. Please kindly include as many details as possible in case you perform further tests. (e.g.: OEM platforms tested, driver versions, OS versions, how many devices are affected, etc).


If you have any other inquiries, please don't hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,596 Views

Hello CY1813

We are checking this thread and we would like to know if you need further assistance. Were you able to test further the behavior? If you have additional inquiries please don't hesitate to contact us back.


Best regards,

Andrew G.

Intel Customer Support Technician


CY1813
Beginner
1,566 Views

Hi @AndrewG_Intel 

I have collected other systems info which could reproduce failure mode.

 

AndrewG_Intel
Moderator
1,555 Views

Hello CY1813

Thank you for your response and the additional information.

Please allow us to review this further. We will be posting back in the thread as soon as more details are available or in case additional details from your side are required.


Best regards,

Andrew G.

Intel Customer Support Technician


CY1813
Beginner
1,519 Views

@AndrewG_Intel 
There is one thing we would like to consult with you as well.

In the Intel BT driver do you have any test case like repair the device frequently.

Or do you have any suggestion and the recommendation operation method?

We are wondering that the frequently paired activitated might also cause the system abnormal behavior.
May I know your comment?

AndrewG_Intel
Moderator
1,511 Views

Hello CY1813


After checking the original issue, based on the extended troubleshooting done, it is highly probable that the issue should be in the operating system (OS), perhaps after an update. We would like to know if you are willing to do a fresh OS re-install in one of the systems for testing purposes? Please kindly provide us with feedback in case you try that.


In regards to your recent questions, please allow us to check this and we will be posting more details as soon as possible.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,419 Views

Hello CY1813


We would like to know if you were able to try the fresh OS re-install in one of the systems for testing purposes?

Also, is this happening to other Bluetooth devices or this specific device only? If this is happening on a specific device there are chances that the issue is on the peripheral.

 

Answering your previous questions, we would like to share the following details:

  1. "In the Intel BT driver do you have any test case like repairing the device frequently?" >> R: No, we don't. However, we have sent this feedback to the relevant department to analyze it and evaluate it accordingly. Please keep in mind that the team will not be able to provide any update about this feedback.
  2. "Or do you have any suggestions and the recommendation operation method?" >> R: There is no need in normal conditions to do a repair constantly on Bluetooth/Wireless.
  3. "We are wondering that the frequently paired activated might also cause the system abnormal behavior." >> R: We don't have other similar issues reported to indicate that this issue is related to the wireless card. The OS updates or drivers corrupted could be something to consider as a possible reason.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,351 Views

Hello CY1813

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back if you have additional inquiries.


Best regards,

Andrew G.

Intel Customer Support Technician


CY1813
Beginner
1,337 Views

@AndrewG_Intel 

Thank you for the support.

Curretnly, we are still keep tracking the issue due to we found other stylus also could meet the behavior.

Thanks.

AndrewG_Intel
Moderator
1,298 Views

Hello CY1813

Thank you for your response and for the feedback.


If the behavior is also happening with other stylus devices and you would like us to review it further, please kindly provide us with more details about the exact behaviors, Bluetooth stylus devices and computer(s) models, OS and driver versions, and any other information you may consider useful to review.


For any other inquiries, please don't hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,217 Views

Hello CY1813

We are checking this thread and we would like to know if you need further assistance. Do you have additional information to share or additional inquiries? If yes, were you able to try the fresh OS re-install in one of the systems for testing purposes?


Best regards,

Andrew G.

Intel Customer Support Technician


CY1813
Beginner
1,208 Views

@AndrewG_Intel 
Actually, I have tried to re-install again.
Somehow, it could still happened with failure rate but is hard to reproduce.

I am still test with the pens whiche are already launch on the market, Dell PN579X and HP Active Pen G3.

Though we was trying to use the pen under development, it still could meet the symptom.

The test method we used is as below:

  1. Paired the pen with the PC.
  2. Check the device established "Connected"
  3. Remove the pen from the PC BT device setting
  4. Repaired to the device again in 5 sec.
  5. Indirect advertising is terminated immediatedly
  6. BLE sniffer show the pen is connected with the PC 
  7. PC device setting did not show the pen, and the pen is without function. -> Issue
  8. Turn off BT
  9. BLE sniffer show the pen is terminated by the PC

Based on the current stylus desing, whenever it proceed the pair is using the same Bluetooth Device Address (BDA) with the host.
Would it be the reason that it is easy to failed?

AndrewG_Intel
Moderator
1,144 Views

Hello CY1813

Thank you for your response and for these details. Please allow us to review this information and your inquiry and as soon as we have more details available we will be posting here in the thread.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,009 Views

Hello CY1813


After reviewing this further and considering that your company is a manufacturer (OEM), this issue and your inquiries will require a closer look by an Intel Field Application Engineer (FAE). Therefore, our best recommendation is to contact an Intel sales representative or an FAE as they are the best contact to handle OEM support.

If your company has its own Intel representative, you may want to inquire if they can assist you with this inquiry. Your company's Purchasing Department will normally have your Intel representative's contact information. If you do not have a contact, you may want to speak with a Field Application Engineer from a local distributor to see whether they are able to help.

You can find here a list of Intel® Authorized Distributors and Approved Suppliers.


Best regards,

Andrew G.

Intel Customer Support Technician


CY1813
Beginner
832 Views

@AndrewG_Intel 
I see, thank you for your feedback and suggestion.
I would check with our HQ internally.

Your support is greatly appreciated.

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