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TMitc
Novice
3,956 Views

Bluetooth adapter on NUC i7 disappeared in Device Manager. No Bluetooth.

My BT keyboard suddenly stopped working after a Windows update, and Bluetooth icon disappeared from taskbar and device manager. Ran Intel update utility and it did update some stuff, but BT is still not there. There is a failed line in the USB section "Unknown USB Device (Device Descriptor Request Failed)", but uninstalling it and rebooting produces that bad line again. Maybe a drive rollback is needed??? BT checkbox still in BIOS.

Thanks in advance for your help.

13 Replies
idata
Community Manager
584 Views

Hello TJude,

 

 

As we understand, the Bluetooth* controller in your NUC stopped working after a Windows* update. We will be glad to help you with that, however, we need some additional information:

 

 

- https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Download Intel® System Support Utility, run the tool and use it to create a report with all sections, on the next screen Save the report to a file. Then use the Advanced editor options and add the resulting XML file to your post as an attachment.

 

 

- Have you tried restoring Windows* to the state is was before the update? or uninstalling the recent Windows* update?

 

 

Regards,

 

Jonathan.
TMitc
Novice
584 Views

<?xml version="1.0"?>

1.2.0.58

12/19/2016

00:00:13.8951361

http://www.intel.com/content/www/us/en/search.html?keyword=Iris+Graphics+6100" />

<Sett...

idata
Community Manager
584 Views

Hello TJude,

 

 

In fact, the Bluetooth* adapter is not shown in the SSU log.

 

 

You can try running the driver installer and check if it detects the adapter:

 

 

https://downloadcenter.intel.com/download/26416/Intel-Bluetooth-Technology-Based-Driver-for-Windows-... Intel Bluetooth® Technology-Based Driver for Windows 7*, Windows 8.1* and Windows® 10 for the Intel® NUC Kits NUC5i[x]RY

 

 

Also, make sure that the Bluetooth device is enabled in your Windows® 10 settings.

 

 

As we mentioned before, if you consider this started with the Windows* updates, you can try uninstalling the updates, or restoring Windows to a previous state if possible.

 

 

Keep in mind that you can also http://www.intel.com/content/www/us/en/support/contact-support.html Contact Support and engage a NUC support specialist.

 

 

Regards,

 

Jonathan.
TMitc
Novice
584 Views

Thanks Jonathan;

There is the line:

Driver installer does detect the adapter and installs/repairs the driver.

Seems the Bios and Machine see it, but Windows does not. I don't want to rollback, so I'll use my USB KB until and if MS figures it out.

Would have hoped for better testing and cooperation...

Doh!

idata
Community Manager
584 Views

Hello TJude,

 

 

The option you found is one of the Advanced driver settings of the Wireless adapter: Bluetooth* Alternate MAC/Phy (AMP). This offers the possibility to use Bluetooth* 3.0 + HS (High Speed) with a third party Bluetooth* radio device integrated by the system manufacturer.

 

The actual Bluetooth* controller is seen in Device Manager - Bluetooth. If it is detected, please perform a clean installation of the driver:

 

 

1. Download and save Intel® PROSet/Wireless Software for Bluetooth® technology for Windows® 10 from Intel® Download Center:

 

https://downloadcenter.intel.com/download/26419/Intel-Wireless-Bluetooth-Software-for-Windows-10?pro... Intel® Wireless Bluetooth® Software for Windows® 10 [version 19.11.1639]

 

 

2. Go to Control Panel, Programs, and uninstall the Intel® Wireless Bluetooth Software.

 

3. Check Device Manager - Bluetooth, if the Intel® Wireless Bluetooth® driver is installed, proceed to uninstall and delete it.

 

4. After the Bluetooth software is removed, you can install the driver you downloaded before.

 

 

At this point, if Bluetooth is still not detected, we would recommend to http://www.intel.com/content/www/us/en/support/contact-support.html Contact Support and obtain assistance from a NUC support agent. The Bluetooth* device uses USB protocol, and the Windows* updates may have altered the NUC software required for it to be detected.

 

 

Regards,

 

Jonathan.
idata
Community Manager
584 Views

Hello TJude,

 

 

We're following up on your thread since we have not heard back from you.

 

 

Has your issue been resolved, or were you able to contact our support team?

 

 

Best regards,

 

Carlos A.
TMitc
Novice
584 Views

No, I still have the problem. I have called both Intel NUC support, who was basically useless, and Microsoft Support who fiddled around for a long time but did not solve the problem.

I have verified BT in the BIOS.

I have reinstalled virtually all of the USB drivers.

I have reinstalled the BT_19.11.1639_64 drivers repeatedly.

I have removed all other physical USB devices and reinstalled.

It appears that Win10 can not read the descriptor from the hardware. It seems like I have a lemon, even though it worked for a few months.

idata
Community Manager
584 Views

TJude,

 

 

It's possible that the Bluetooth* module in your wireless adapter may have become damaged. As an additional step, you may try out the IT Administrator version of the Bluetooth PROSet:

 

 

1. Download the https://downloadcenter.intel.com/download/26422 Intel® Wireless Bluetooth® Software for IT Administrators, ver. 19.11.1639. Windows® 10 64-bit: "BT_19.11.1639_64_Win10.zip"

 

2. Extract the contents of the zip file to a known location in your drive.

 

3. Uninstall PROSet for Bluetooth Software. If prompted, choose the option to "Discard settings".

 

4. Go to Device Manager and locate the Bluetooth® adapter (it may be an unknown device), select the option to install the driver and browse to the location where you extracted the driver files. Or run the Setup.exe from the folder you've extracted.

 

 

If this does not help, you may need to replace the wireless adapter altogether. Please let us know if you have any questions.

 

 

Best regards,

 

Carlos A.
TMitc
Novice
584 Views

Thanks Carlos,

This procedure failed. However, when Googling for other possible solutions I came across one that said to power down the NUC, unplug the wall wart for a few seconds, and power up. Stupid, huh? Well, it worked. That tells me I have defective hardware (and am not the only one). Can you help me by pointing out where I can initiate an RMA?

Thanks again!

idata
Community Manager
584 Views

TJude,

 

 

Even if we weren't able to resolve your issue, I'm glad we were able to at least help you narrow down the culprit.

 

 

In this case you'll need to http://www.intel.com/content/www/us/en/support/contact-support.html contact support to initiate the RMA procedure.

 

 

Note: Please check your private inbox.

 

 

Best regards,

 

 

Carlos A.
BGuve
Beginner
584 Views

I happened to have the same problem described by TJude,

Carlos A.'s post (Dec 28, 2016 4:58 PM (/message/442730# 442730 in response to TJude)) just solved my issue with the NUC5i7RHY. My BT speaker works well now.

Thanks.

idata
Community Manager
584 Views

Hello FBG1907,

 

 

Thank you for your feedback. It's good to hear that your issue was resolved by our troubleshooting.

 

 

Best regards,

 

Carlos A.
RSeco
Beginner
584 Views

If you have tried everything else, and nothing else works, try what worked for me on my NUC5i5RYK. I uninstalled ALL drivers associated with the USB port from the Device manager. As per the following YouTube video https://www.youtube.com/watch?v=6joRgLSH1UE&t=168s. Then my Bluetooth worked again instantly after a reboot. I had already tried updating, uninstalling, and reinstalling all of the Intel drivers for my entire unit previously without fixing my Bluetooth that had become disabled after previously working well for many years.

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