Thank you for posting on the Intel® communities.
To better assist you please provide the following information:
- Is the laptop able to connect to other devices via Bluetooth? if so does it work?
- Does the behavior happen only with this computer or any other device?
- Do you get any error message while trying to pair the device to the laptop?
Please run the following tool and attach the reports generated.
Intel® System Support Utility (Intel® SSU):
- Intel® SSU Download link
- Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".
- Click on the menu where it says "Summary" to change to "Detailed View".
- To save your scan, click on "Next", then "Save".
Intel Technical Support Technician