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Bluetooth not working since Wireless & Bluetooth drivers updated to latest version (AC 7265, latest Windows 10 Enterprise 1909 64 bit)

sandie
Novice
‎04-02-2020 04:51 PM
31,679 Views

Hi,

I have updated drivers to latest using Intel® Driver & Support Assistant and now Bluetooth is not working. What should I do now? I do not want to use bad words... Bluetooth On/Off switch disappeared in Windows. Known (Windows remembered) Bluetooth devices have info that Bluetooth is disabled.

 

Some more info:

Intel(R) Wireless Bluetooth(R) driver

Driver date: 03.10.2019

Driver version: 20.100.6.4

Driver files:

C:\WINDOWS\system32\DRIVERS\bthport.sys - Microsoft 10.0.18362.295 (WinBuild.160101.0800)

C:\WINDOWS\system32\DRIVERS\BTHUSB.SYS - Microsoft 10.0.18362.1 (WinBuild.160101.0800)

C:\WINDOWS\system32\DRIVERS\ibtusb.sys - Intel Corporation 20.100.6.4

C:\WINDOWS\system32\DRIVERS\ibtproppage.dll - Intel Corporation 20.100.6.4

C:\WINDOWS\system32\DRIVERS\ibtsiva.exe - Intel Corporation 20.100.6.4

Driver error:

Aktualnie to urządzenie sprzętowe nie jest podłączone do komputera. (Kod 45)

 

Aby naprawić problem, ponownie podłącz to urządzenie do komputera.

 

 

Driver error translated to english ((c) my translation):

Device is not connected to your computer (code 45).

 

In order to fix problem, (re)plug in device to your computer.

 

Well done! ;-) All BlueTooth devices are now hidden in Control Panael \ Device Manager and once displayed are in (very) light blue color (not working).

 

There is also one USB device not working properly (Unknown USB device) - info below:

Device USB\VID_0000&PID_0002\5&16bdd27b&0&9 was not migrated due to partial or ambiguous match.

 

Last Device Instance Id: USB\VID_0781&PID_75A0\6C765D20FA4AF288

Class Guid: {36fc9e60-c465-11cf-8056-444553540000}

Location Path:

Migration Rank: 0xF000FFFFFFFFF132

Present: false

Status: 0xC0000719

 

I would bet that everything was brilliant before (I do not remember any troubles in Device Manager).

 

BTW. I tried to reinstall with https://downloadcenter.intel.com/download/29460?v=t and of course nothing changes (driver stays 20.100.6.4, what matches information given for the download). Device does not work and my Bluetooth is now super-secure. Was it a purpose of update? ;-)

 

Cheers

 

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Esteban_D_Intel
Moderator
‎04-03-2020 05:26 PM
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Hello sandie, 

 

Thank you for posting on the Intel® communities.

 

To better assist you please confirm the following information:

 

  • What was the driver version installed before the update?
  • Is the Bluetooth device showing under “Hidden devices” in the device manager?
  • Please make sure that a switch on the laptop is not disabling the Bluetooth service.

 

We recommend that you try to perform a Clean Installation of Wireless Drivers (Bluetooth and Wi-Fi).

 

Try installing the manufacturer's drivers first.

Check the following link where you can download the OEM drivers.

 

Follow the steps in the Clean Installation of Wireless Drivers article.

 

Esteban D.

Intel Technical Support Technician 

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sandie
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‎04-05-2020 04:26 PM
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In response to Esteban_D_Intel

Hi Esteban,

 

Thanks for reply - I am not 100% sure what version of Wireless & Bluetooth driver was installed before :-| It was 21.60 and Intel upgrade to went 21.80 I think.

I can check some upgrade logs (if present) if you tell me where to look for them.

 

"Intel(R) Wireless Bluetooth(R)" light blue device is shown in Hidden Devices. It reports error code 45 I reported earlier. Bluetooth on/off switch is not visible in Windows. There are not any Bluetooth services in services.msc (disappeared?). All previously known Bluetooth devices are in light blue in Device Manager. Windows reports no Bluetooth / "Bluetooth disabled". Notebook does NOT have hardware Wifi/Bluetooth switch.

I have upgraded Realtek driver for "Realtek High Definition Audio", which uninstalled all Realtek drivers, rebooted system and reinstalled them (to upgraded version). It did not help. I think Bluetooth chip in my PC is Intel one and sound card does not face any troubles. Just Bluetooth is broken now since upgrade.

 

BTW. Wireless driver is very recent - dated 2020-01-19, version 19.51.28.1. Bluetooth chip is preintegrated in AC 7265, correct? Perhaps newest Intel Wifi driver interferes with (older, see 1st post) Bluetooth driver? You say in technical sepcs for AC-7265 (https://www.intel.com/content/www/us/en/products/wireless/wireless-products/dual-band-wireless-ac-7265.html) that BT is USB connected? Perhaps some USB devices were re-enumerated (Bluetooth?) and require some extra actions or whatever? I am not driver master, but it is not a coincidence that Bluetooth stopped working after upgrading Wifi and BT drivers to latest Intel release.

 

There is following event reported under AC-7265 Wifi device (Device Manager):

* 14:49:32

Device PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59\4&4165d15&0&00E0 had a problem starting.

 

Driver Name: oem70.inf

Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}

Service: Netwtw04

Lower Filters:

Upper Filters: vwifibus

Problem: 0x15

Problem Status: 0x0

 

Generally there are the other two OK reported as well:

* 14:49:30 (reported prior "error" shown above)

Device PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59\4&4165d15&0&00E0 was configured.

 

Driver Name: oem70.inf

Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}

Driver Date: 01/19/2020

Driver Version: 19.51.28.1

Driver Provider: Intel

Driver Section: Install_MPCIEX_GENM2_D_REV_59_7265_AC_2x2_HMC_WINT_64_AC

Driver Rank: 0xFC0000

Matching Device Id: PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59

Outranked Drivers: netwtw04.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59:00FC0000 oem81.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59:00FC0000 oem76.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59:00FC0000 oem85.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59:00FC0000 netwbw02.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086:00FE0001 oem36.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086:00FE0001 oem88.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086:00FC0001

Device Updated: true

Parent Device: PCI\VEN_8086&DEV_A112&SUBSYS_1CED1043&REV_F1\3&11583659&0&E0

 

* 14:49:32 (reported after "error" event shown above)

Device PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59\4&4165d15&0&00E0 was configured.

 

Driver Name: oem70.inf

Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}

Driver Date: 01/19/2020

Driver Version: 19.51.28.1

Driver Provider: Intel

Driver Section: Install_MPCIEX_GENM2_D_REV_59_7265_AC_2x2_HMC_WINT_64_AC

Driver Rank: 0xFC0000

Matching Device Id: PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59

Outranked Drivers: netwtw04.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59:00FC0000 oem81.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59:00FC0000 oem76.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59:00FC0000 oem85.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086&REV_59:00FC0000 netwbw02.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086:00FE0001 oem36.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086:00FE0001 oem88.inf:PCI\VEN_8086&DEV_095A&SUBSYS_50108086:00FC0001

Device Updated: true

Parent Device: PCI\VEN_8086&DEV_A112&SUBSYS_1CED1043&REV_F1\3&11583659&0&E0

 

So in my opinion Wifi starts properly, but not everything happens during this startup as it should? I have no troubles using sound in builtin speakers (external speaker through cable connection) and no troubles using Wifi 5 (802.11AC). Bluetooth is dead now and not seen in Windows.

 

Please provide some plan what to do. I hope that Intel update did not kill my BT subsystem for good.

 

I will try to install some Linux and boot from USB to see whether any BT related problems are reported. You have made my Bluetooth really secure as in general update description: "Intel® Wireless Bluetooth® 21.80.0 driver has been updated to include functional and security updates. Users should update to the latest version.".

 

Generally "Intel(R) Wireless Bluetooth(R)" device is VID=8087 and PID=0A2A I think. Here is very old event shown from mid of January when Intel Wireless Bluetooth WAS working:

"Usługa zarządzania sterownikami zakończyła proces instalacji sterownika ibtusb.inf_amd64_e56a3fd205905805 dla wystąpienia urządzenia o identyfikatorze USB\VID_8087&PID_0A2A\5&16BDD27B&0&9 z następującym stanem: 0x0."

 

Esteban: can you reach some drivers development team (software engineers) to ask them about things I wrote? (especially an error event reported during Wifi startup)

 

By the way:

It seems I have AC 7265 Rev. D, because Hardware Id in Device Manager says REV_59. According to Intel docs:

"You can identify the revision of the adapter by using the Details tab in Device Manager.

In the Details tab, select the Hardware Ids (1) string in the Property field.

The REVID parameter (2) represents the hardware revision.

These REVIDs indicate a hardware revision C sku:

  • REV_3B
  • REV_43
  • REV_48
  • REV_50

Any other REVIDs indicate a hardware revision D sku."

Rev 59 is not far away from 50 and I hope that driver engineers know what they did and that they did not qualify hardware revision C as revision D (what would cause potential problems likely?).

 

Kind regards

Pawel

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sandie
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‎04-06-2020 06:50 AM
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In response to Esteban_D_Intel

Esteban,

 

More info for you. I played with "clean install" a lot and:

  • previously installed driver Wifi driver was 29.10.2019 19.51.26.1 (when I completely removed most recent one in Device Manager)
  • I went down to 17.10.2017 19.51.8.3 with Wifi Driver - this driver does not have option "uninstall" and stays with windows

Nothing gets fixed.

 

I have also removed (light blue/hidden) Intel(R) Wireless Bluetooth(R) device from Device Manager and it is NOT coming back on rescanning. Now I do not know how I could remove Bluetooth drivers from my system. Uninstalling "Intel Wireless Bluetooth" from Add/Remove Programs gives nothing (currently uninstalled in my system). BT drivers stay likely in the system.

 

I do NOT know how to bring Bluetooth back. Clean install is some fake solution, as Intel Wifi driver 17.10.2017 19.51.8.3 can not be removed from the system (no "delete software" option). Please assist.

 

Output of "pnputil /enum-devices" on Windows (findstr'ed to Bluetooth devices):

Instance ID:               SWD\RADIO\Bluetooth_48452026bfc3

Device Description:        Bluetooth

Class Name:                SoftwareDevice

Class GUID:                {62f9c741-b25a-46ce-b54c-9bccce08b6f2}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               c_swdevice.inf

 

Instance ID:               BTH\MS_BTHBRB\6&2637f9a&0&1

Device Description:        Moduł wyliczający Bluetooth firmy Microsoft

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               bth.inf

 

Instance ID:               BTHENUM\Dev_045D4B98D5B2\7&6cdf9a2&1&BluetoothDevice_045D4B98D5B2

Device Description:        MDR-1000X

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               bth.inf

 

Instance ID:               BTH\MS_BTHLE\6&2637f9a&0&0

Device Description:        Moduł wyliczający Bluetooth LE firmy Microsoft

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               bthleenum.inf

 

Instance ID:               BTHENUM\{0000110e-0000-1000-8000-00805f9b34fb}_LOCALMFG&0002\7&6cdf9a2&1&045D4B98D5B2_C00000000

Device Description:        MDR-1000X Avrcp Transport

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               microsoft_bluetooth_avrcptransport.inf

 

Instance ID:               BTHENUM\{0000110c-0000-1000-8000-00805f9b34fb}_LOCALMFG&0002\7&6cdf9a2&1&045D4B98D5B2_C00000000

Device Description:        MDR-1000X Avrcp Transport

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               microsoft_bluetooth_avrcptransport.inf

 

Instance ID:               BTHENUM\Dev_FCA89A0753C7\7&6cdf9a2&1&BluetoothDevice_FCA89A0753C7

Device Description:        SRS-X11

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               bth.inf

 

Instance ID:               BTHENUM\{00001200-0000-1000-8000-00805f9b34fb}_VID&00010039_PID&13bf\7&6cdf9a2&1&FCA89A0753C7_C00000000

Device Description:        Usługa identyfikacji urządzenia

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               bth.inf

 

You may notice BT devices I regularly used (Sony MDR-1000X and Sony SRS-X11).

 

I will try see how things look like in Centos 8, but I need to install first.

 

Kind regards

Paweł

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sandie
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‎04-06-2020 10:19 AM
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In response to Esteban_D_Intel

There are some Wifi devices Disconnected in pnputil, but can be ignored if I am not mistaken?

 

All Bluetooth devices are disconnected (disabled Intel Bluetooth device has been thrown out from Device Manager and I start regretting it as I do not know how to bring it back):

C:\Users\myuser>pnputil /enum-devices /class Bluetooth

Microsoft PnP Utility

 

Instance ID:               BTH\MS_BTHBRB\6&2637f9a&0&1

Device Description:        Moduł wyliczający Bluetooth firmy Microsoft

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               bth.inf

 

Instance ID:               BTHENUM\Dev_045D4B98D5B2\7&6cdf9a2&1&BluetoothDevice_045D4B98D5B2

Device Description:        MDR-1000X

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               bth.inf

 

Instance ID:               BTHENUM\{0000110c-0000-1000-8000-00805f9b34fb}_VID&00010039_PID&13bf\7&6cdf9a2&1&FCA89A0753C7_C00000000

Device Description:        SRS-X11 Avrcp Transport

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               microsoft_bluetooth_avrcptransport.inf

 

Instance ID:               BTH\MS_BTHLE\6&2637f9a&0&0

Device Description:        Moduł wyliczający Bluetooth LE firmy Microsoft

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               bthleenum.inf

 

Instance ID:               BTHENUM\{0000110e-0000-1000-8000-00805f9b34fb}_LOCALMFG&0002\7&6cdf9a2&1&045D4B98D5B2_C00000000

Device Description:        MDR-1000X Avrcp Transport

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               microsoft_bluetooth_avrcptransport.inf

 

Instance ID:               BTHENUM\{0000110c-0000-1000-8000-00805f9b34fb}_LOCALMFG&0002\7&6cdf9a2&1&045D4B98D5B2_C00000000

Device Description:        MDR-1000X Avrcp Transport

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               microsoft_bluetooth_avrcptransport.inf

 

Instance ID:               BTHENUM\Dev_FCA89A0753C7\7&6cdf9a2&1&BluetoothDevice_FCA89A0753C7

Device Description:        SRS-X11

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               bth.inf

 

Instance ID:               BTHENUM\{00001200-0000-1000-8000-00805f9b34fb}_VID&00010039_PID&13bf\7&6cdf9a2&1&FCA89A0753C7_C00000000

Device Description:        Usługa identyfikacji urządzenia

Class Name:                Bluetooth

Class GUID:                {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}

Manufacturer Name:         Microsoft

Status:                    Disconnected

Driver Name:               bth.inf

 

Here is the device Windows can not handle:

C:\Users\myuser> pnputil /enum-devices /problem /ids

Microsoft PnP Utility

 

Instance ID:               USB\VID_0000&PID_0002\5&16bdd27b&0&9

Device Description:        Nieznane urządzenie USB (żądanie deskryptora urządzenia nie powiodło się)

Class Name:                USB

Class GUID:                {36fc9e60-c465-11cf-8056-444553540000}

Manufacturer Name:         (Standardowy kontroler hosta USB)

Status:                    Problem

Problem Code:              43 (0x2B) [CM_PROB_FAILED_POST_START]

Driver Name:               usb.inf

Hardware IDs:              USB\DEVICE_DESCRIPTOR_FAILURE

Compatible IDs:            USB\DEVICE_DESCRIPTOR_FAILURE

 

Knowing that BT device is somehow related to USB bus - what should I do now?

 

BTW. I have extracted devcon.exe from official Windows installer CAB file and if you tell me details I can remove any Windows driver.

 

I am having troubles uploading "pnputil /enum-devices /ids" and "devcon driverfiles *" to main post.

 

 

 

 

In response to Esteban_D_Intel
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sandie
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‎04-06-2020 11:10 AM
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In response to Esteban_D_Intel

My concern is:

 

SHOULD NOT THIS INTEL (8086) DEVICE (PARENT OF NON-WORKING USB DEVICE) HAVE INTEL DRIVER INSTALLED? WHICH ONE PRECISELY? (I can switch with devcon.exe)

 

Instance ID:               USB\ROOT_HUB30\4&cb12d54&0&0

Device Description:        Główny koncentrator USB (USB 3.0)

Class Name:                USB

Class GUID:                {36fc9e60-c465-11cf-8056-444553540000}

Manufacturer Name:         (Standardowe koncentratory USB)

Status:                    Started

Driver Name:               usbhub3.inf

Hardware IDs:              USB\ROOT_HUB30&VID8086&PIDA12F&REV0031

                           USB\ROOT_HUB30&VID8086&PIDA12F

                           USB\ROOT_HUB30

 

NON-WORKING USB DEVICE SHOWN IN PREVIOUS POST:

C:\Users\myuser> pnputil /enum-devices /problem /ids /relations

Microsoft PnP Utility

 

Instance ID:               USB\VID_0000&PID_0002\5&16bdd27b&0&9

Device Description:        Nieznane urządzenie USB (żądanie deskryptora urządzenia nie powiodło się)

Class Name:                USB

Class GUID:                {36fc9e60-c465-11cf-8056-444553540000}

Manufacturer Name:         (Standardowy kontroler hosta USB)

Status:                    Problem

Problem Code:              43 (0x2B) [CM_PROB_FAILED_POST_START]

Driver Name:               usb.inf

Hardware IDs:              USB\DEVICE_DESCRIPTOR_FAILURE

Compatible IDs:            USB\DEVICE_DESCRIPTOR_FAILURE

Parent:                    USB\ROOT_HUB30\4&cb12d54&0&0

 

In theory ClassGuid = {36fc9e60-c465-11cf-8056-444553540000} is System-Defined Device Setup Class Reserved for System Use (https://docs.microsoft.com/en-us/windows-hardware/drivers/install/system-defined-device-setup-classes-reserved-for-system-use).

So I do not know whether it should have MS or Intel driver?

 

Parent device (Intel(R) USB 3.0 eXtensible Host Controller - 1.0 (Microsoft)) has MS driver version 10.0.18362.693 dated 2020-02-20 (quite recent). This driver comes with OS obviously (Windows build is 18363.752).

 

Seeing VID=8086 I think that it should be covered with some Intel not MS driver. Please assist kindly as I did not have troubles in Device Manager before. Perhaps it is related to some OS patch? But I lost Bluetooth after applying your Wifi & Bluetooth updates.

 

Kind regards

Paweł

 

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Esteban_D_Intel
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‎04-06-2020 07:26 PM
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Hello sandie, 

 

Thank you for your response.

 

We will review the report attached and additional information provided

to update this thread as soon as possible 

 

Esteban D. 

Intel Technical Support Technician  

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sandie
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‎04-07-2020 08:22 AM
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Hello Esteban,

 

Thank you for assistance, I have a great news from Microsoft forum. I asked my question here: https://social.msdn.microsoft.com/Forums/windowshardware/en-US/97769965-d9ec-4ac2-bc93-9933be7e8e82/troubles-with-bluetooth-after-latest-intel-driver-updates?forum=wdk and Pavel_A advised me to disable and re-enable Unknown device. Guess what has happened....

 

I disabled it without issues and re-enabled (without rebooting). Device Manager immediately "rescanned" devices I think and auto-found Intel(R) Wireless Blutooth(R) device. Now my Bluetooth switch is back to Windows and

 

C:\WINDOWS\system32> pnputil /enum-devices /problem /ids /relations

Microsoft PnP Utility

 

No devices were found on the system.

 

My Bluetooth works again. I have just upgraded Intel Wireless drivers again (as I previously uninstalled all of them) using Intel Driver Assistant. Bluetooth driver could not be upgraded, as I did not uninstall it (just removed device). I am running now latest drivers with fully working Bluetooth :-))) Yupi!

 

Do you have any idea, why USB device related to Bluetooth went into "Unknown device" and stopped working? Pavel_A suggestion to disable and re-enable did the trick for me!!!!!!!!

Case closed, but I would like to know what has happened and why USB part of Bluetooth device went into "semi-unrecoverable" state. Disable/Enable of Unknown Device in Device Manager did the trick!

 

So any conclusions highly welcome!

 

BTW. I could be listenting through my Bluetooth device when I clicked upgrade in Intel Driver And Support Assistant. I know that it may NOT have been wise, but I likely I had sound outputed to Bluetooth Device during drivers upgrade. Perhaps that caused some weird problems. ( I am using Bluetooth headset a lot recently)

 

Kind regards

Pawel

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Esteban_D_Intel
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‎04-07-2020 09:44 PM
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Hello sandie,

 

Thank you for the update.

 

When talking about laptops, I would like to inform you that it is always recommended to use the OEM drivers before downloading an Intel generic driver.

 

The drivers that are provided by the computer manufacturer may be customized making them fully compatible with the computer specifications.

 

For future references, my recommendation would be to always update the drivers from the OEM website in this situation, the drivers provided by ASUS.

 

It’s nice to know that you were able to resolve the issue that way.  

 

Esteban D.

Intel Technical Support Technician

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