Device USB\VID_8087&PID_0AAA\5&111a2a81&0&10 had a problem starting.

VagueBassoon586 · ‎12-18-2023

I've been having some Bluetooth problems for several months, and I'm frustrating trying to find solutions for this issue.

2 years ago, I bought an Acer Aspire A315-57G with Windows 10. In September last year, I decided to update the OS to Windows 11 and everything was fine.

Lately, I have decided to try the Phone Link application to connect my laptop with my iPhone and the app said that my device must have Bluetooth to connect to my iPhone. But my laptop clearly have Bluetooth as I can connect to any wireless headphone, mouse or keyboards.

At first, I opened Windows settings to check the Bluetooth status. Weirdly, the button to toggle Bluetooth on-off completely disappeared. So I opened the Device Manager to see if there is anything wrong with the Intel® Wireless Bluetooth® driver. I checked the Events tab and click on View All Events, here are 2 latest event:

07/12/2023: (Event ID 400)

Device USB\VID_8087&PID_0AAA\5&111a2a81&0&10 was configured.

Driver Name: oem25.inf
Class Guid: {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}
Driver Date: 06/27/2019
Driver Version: 21.20.1.2
Driver Provider: Intel Corporation
Driver Section: ibtusb
Driver Rank: 0xFF0000
Matching Device Id: USB\VID_8087&PID_0AAA&REV_0002
Outranked Drivers: oem28.inf:USB\VID_8087&PID_0AAA&REV_0002:00FF0000 bth.inf:USB\Class_E0&SubClass_01&Prot_01:00FFFFFF:USB\VID_8087&PID_0AAA&REV_0002
Device Updated: true
Parent Device: USB\ROOT_HUB30\4&7c721f9&0&0

07/12/2023: (Event ID 411)

Device USB\VID_8087&PID_0AAA\5&111a2a81&0&10 had a problem starting.

Driver Name: oem25.inf
Class Guid: {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}
Service: BTHUSB
Lower Filters: ibtusb
Upper Filters:
Problem: 0x0
Problem Status: 0xC00000E5

So I did everything I could from reinstalling latest driver from Intel, the original driver from Acer, run sfc /scannow on cmd. I even tried to restart the Bluetooth Support Service and Bluetooth User Support Service but the result remains the same. The only thing changed in the Events tab is the driver name is now oem26.inf

Does anybody have a solution that can help me? Appreciate it.

DeividA_Intel · ‎12-19-2023

Hello VagueBassoon586,

Thank you for posting on the Intel® communities. If I were in your situation, I would be asking the same questions you are.

To have a better view of this issue, please provide the following information:

1. Is this the original wireless adapter that came pre-installed on your computer or did you change/install the adapter to this computer?

2. Is the Wi-Fi working?

3. Have you performed any changes in the BIOS?

4. Are other devices (phones, laptops, tablets) able to connect using the Phone Link application?

5. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html
Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
To save your scan, click Next and click Save.

Regards,

Deivid A.

Intel Customer Support Technician

VagueBassoon586 · ‎12-19-2023

1. Is this the original wireless adapter that came pre-installed on your computer or did you change/install the adapter to this computer?

Yes, it is the original Intel Wireless-AC 9462 pre-installed on my computer.

2. Is the Wi-Fi working?

I can connect with the Wi-Fi completely fine. But today I noticed that in the Device Manager, it says

06/22/2023: (Event ID 411)

Device PCI\VEN_8086&DEV_34F0&SUBSYS_02A48086&REV_30\3&11583659&0&A3 had a problem starting.

Driver Name: oem44.inf
Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}
Service: Netwtw10
Lower Filters:
Upper Filters: vwifibus
Problem: 0x0
Problem Status: 0xC00000E5

3. Have you performed any changes in the BIOS?

My computer once have a staring-up failure. So I attempted to solve the problem by making some changes in the BIOS, but a few days later I reset the BIOS settings to default and had my uncle, who is a technician, repaired the computer for me.

4. Are other devices (phones, laptops, tablets) able to connect using the Phone Link application?

I don't really know, I never connected my computer with any other device before.

5. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

I will attach the scan below.

DeividA_Intel · ‎12-20-2023

Hello VagueBassoon586,

Thanks for the confirmation. Based on your report, I would like you to try the following:

1. Try to restart your laptop and check if the button to toggle Bluetooth on-off came back.

2. Try to load your BIOS settings to default. You may need to get in contact with Acer for steps.

3. Try a clean installation of the Wi-Fi and Bluetooth drivers.

4. Try to get in contact with the Phone Link application developer to confirm if there is any known issue on their side. This is because other devices are able to connect to your laptop.

Regards,

Deivid A.

Intel Customer Support Technician

VagueBassoon586 · ‎12-20-2023

Hello DeividA_Intel,

I loaded the BIOS settings to default and tried to reinstall both the Wi-Fi and Bluetooth drivers. But the problem didnt solve. Here is what it said:

1. Wi-Fi driver:

Device Configured (netwtw10.inf)

Device PCI\VEN_8086&DEV_34F0&SUBSYS_02A48086&REV_30\3&11583659&0&A3 was configured.
Driver Name: netwtw10.inf
Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}
Driver Date: 01/17/2021
Driver Version: 22.0.1.5
Driver Provider: Microsoft
Driver Section: Install_GEN_QSR_JfP1_9462_AC_no_160_1x1
Driver Rank: 0xFC1001
Matching Device Id: PCI\VEN_8086&DEV_34F0&SUBSYS_02A48086
Outranked Drivers:
Device Updated: false
Parent Device: ACPI\PNP0A08\0

Device not started (Netwtw10)

Device PCI\VEN_8086&DEV_34F0&SUBSYS_02A48086&REV_30\3&11583659&0&A3 had a problem starting.
Driver Name: netwtw10.inf
Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}
Service: Netwtw10
Lower Filters:
Upper Filters: vwifibus
Problem: 0x0
Problem Status: 0xC00000E5

Device configured (oem20.inf)

Device PCI\VEN_8086&DEV_34F0&SUBSYS_02A48086&REV_30\3&11583659&0&A3 was configured.
Driver Name: oem20.inf
Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}
Driver Date: 10/31/2023
Driver Version: 23.10.0.8
Driver Provider: Intel
Driver Section: Install_GEN_QSR_JfP1_9462_AC_no_160_1x1_WinT
Driver Rank: 0xFC0001
Matching Device Id: PCI\VEN_8086&DEV_34F0&SUBSYS_02A48086
Outranked Drivers: netwtw10.inf:PCI\VEN_8086&DEV_34F0&SUBSYS_02A48086:00FC1001
Device Updated: true
Parent Device: ACPI\PNP0A08\0

Device not started (Netwtw10)

Device PCI\VEN_8086&DEV_34F0&SUBSYS_02A48086&REV_30\3&11583659&0&A3 had a problem starting.
Driver Name: oem20.inf
Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}
Service: Netwtw10
Lower Filters:
Upper Filters: vwifibus
Problem: 0x0
Problem Status: 0xC00000E5

2. Bluetooth driver:

Driver service added:

Driver Management has concluded the process to add Service ibtusb for Device Instance ID USB\VID_8087&PID_0AAA\5&111A2A81&0&10 with the following status: 0.

Driver Management has concluded the process to add Service ibtsiva for Device Instance ID USB\VID_8087&PID_0AAA\5&111A2A81&0&10 with the following status: 0.

Driver Management has concluded the process to add Service BTHUSB for Device Instance ID USB\VID_8087&PID_0AAA\5&111A2A81&0&10 with the following status: 0.

Driver Management has concluded the process to add Service BTHPORT for Device Instance ID USB\VID_8087&PID_0AAA\5&111A2A81&0&10 with the following status: 0.

Device configured (oem.39.inf):

Device USB\VID_8087&PID_0AAA\5&111a2a81&0&10 was configured.
Driver Name: oem26.inf
Class Guid: {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}
Driver Date: 10/17/2023
Driver Version: 23.10.0.2
Driver Provider: Intel Corporation
Driver Section: ibtusb
Driver Rank: 0xFF0000
Matching Device Id: USB\VID_8087&PID_0AAA&REV_0002
Outranked Drivers: oem63.inf:USB\VID_8087&PID_0AAA&REV_0002:00FF0000 bth.inf:USB\Class_E0&SubClass_01&Prot_01:00FFFFFF:USB\VID_8087&PID_0AAA&REV_0002
Device Updated: true
Parent Device: USB\ROOT_HUB30\4&7c721f9&0&0

Device not started (BTHUSB)

Device USB\VID_8087&PID_0AAA\5&111a2a81&0&10 had a problem starting.
Driver Name: oem39.inf
Class Guid: {e0cbf06c-cd8b-4647-bb8a-263b43f0f974}
Service: BTHUSB
Lower Filters: ibtusb
Upper Filters:
Problem: 0x0
Problem Status: 0xC00000E5

DeividA_Intel · ‎12-21-2023

Hello VagueBassoon586,

Thanks for the confirmation. If the issue persists after a clean install of the drivers, a BIOS reset, a computer restart, and any other Bluetooth device that can connect to your laptop except for the Phone Link application, this could mean a compatibility issue.

I recommend you to get in contact with Acer so they can run the needed tests on their system to confirm if there is a hardware or software issues on your laptop. If they detect there is an issue with the adapter, they can help you with a replacement if needed.

You can also check with the tool developer to confirm if there is a known issue on their side or maybe a compatibility issue with your laptop.

Acer: https://www.acer.com/us-en/about/contacts

Please keep in mind that this thread will no longer be monitored by Intel.

Regards,

Deivid A.

Intel Customer Support Technician