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PViei1
Beginner
2,603 Views

Installing 7260 on Asus X99-A II: bluetooth not recognized

Bluetooth won't show on my desktop computer, and on Device Manager there's an unknown USB device with (device descriptor request failed) on it.

I was able to install this same card on my x99-a about a year ago, and it worked fine, but I can't remember whether I did anything special at the time. I keep taking it off and putting it back in, and inverting and reverting the connector, to no avail. It might be something extremely simple, but after so many attempts, I feel like I need a fresh brain to come into this and help me figure things out from the top.

Here's a link to the X99-a II motherboard manual: http://dlcdnet.asus.com/pub/ASUS/mb/LGA2011/X99-A_II/E11090_X99-A_II_UM_WEB.pdf http://dlcdnet.asus.com/pub/ASUS/mb/LGA2011/X99-A_II/E11090_X99-A_II_UM_WEB.pdf It might be I have it connected to the wrong USB connector, but in that case... i don't know what the right one would be. Help?

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11 Replies
idata
Community Manager
365 Views

Hello Paula_V,

 

 

Thanks for posting in our community.

 

 

Just to confirm, are you installing the Intel® Dual Band Wireless-AC 7260 for Desktop? If that's the case, please check the following recommendations:

 

  • Make sure you're using one of the USB 2.0 headers on the motherboard. Please refer to page 40 on the manual you shared to find these headers location.
  • Check the https://www.intel.com/content/dam/support/us/en/documents/wireless/wlan/dbw-ac7260/sb/integrationgui... Integration Guide for Intel® Dual Band Wireless-AC 7260 for Desktop to learn how to connect the Bluetooth cable to the USB header.
  • On USB1112, connect it to pins USB_P11 - and USB_P11 + matching the "-" and "+" on the Bluetooth cable. For header USB1314, connect it to USB_P13 - and USB_P13 + pins.

 

Please let us know if this works for you.

 

 

Best regards,

 

Eugenio F.
PViei1
Beginner
365 Views

Thanks for the response. Yes, that is exactly the product i'm installing.

According to the recommendations, it seems I have been installing it in the correct header (in my case, USB1314, on the 4 bottom pins). Still, just to make sure, I disconnected and reconnected the cable, and when there were no results upon starting, I turned the connector upside down in case of misprinted labels. Still no bluetooth. I turned it back right side up, removed the card and put it back in the slot, and the device manager still tells me "device descriptor request failed". I'm kind of going batty by now.

What next?

idata
Community Manager
365 Views

Hello Paula_V,

 

 

Thanks for the update.

 

 

If the other USB 2.0 header is available, could you please test connecting the Bluetooth cable to it?

 

 

If the issue persists, we would like to gather some more information. Please download and run the https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91... Intel® System Support Utility and share the resulting report with us.

 

 

To enable file attachments, you will need to switch to the advanced editor mode while replying.

 

 

Best regards,

 

Eugenio F.

 

PViei1
Beginner
365 Views

Hey there. I connected the bluetooth cable to the other USB header as requested, but still no change.

I also ran the system support utility before and after changing the connection, in case it shows any difference or hint as to the cause of the issue.

idata
Community Manager
365 Views

Hello Paula_V,

 

 

Unfortunately, your Bluetooth module is not showing in the report. Let's look at the following:

 

 

- On the adapter, please make sure that you're using the connector marked "USB," as there is a second connector marked "CLINK" which could also accommodate the cable.

 

- Are you using the latest Bluetooth drivers for the adapter? https://downloadcenter.intel.com/download/27391/Wireless-Intel-Wireless-Bluetooth-for-Windows-10?v=t Intel® Wireless Bluetooth® for Windows® 10 Version: 20.10.0

 

- If you are already using the latest drivers, please uninstall them from Apps & Features (in the Windows* Settings), and try out an older driver: https://downloadcenter.intel.com/download/26580/Wireless-Intel-Wireless-Bluetooth-for-Windows-10 Version: 19.40

 

 

We look forward to hearing back from you.

 

 

Best regards,

 

Carlos A.

 

PViei1
Beginner
365 Views

Yes, the cable is connected to the USB connector. I disconnected and reconnected it to make sure there wasn't a contact or positioning issue.

I installed the latest drivers, and when they failed I also tried installing the older drivers, but the problem persists.

idata
Community Manager
365 Views

Hello Paula_V,

 

 

Don't worry, we can still try out a couple of things.

 

 

1. In the search box of your Windows* Taskbar, type "Services." and open the main result. Or, press the Windows* Key + R to open the run box and enter services.msc

 

2. Locate and right click on the Bluetooth Support Service. If the service is running, choose Restart, otherwise Start the service.

 

3. Test to see if your Bluetooth is working now.

 

 

If this doesn't help, shut down the computer and test connecting the adapter on a different PCIe slot. Or if possible, test the adapter on a different computer.

 

 

We can also recommend updating your BIOS, as you're currently running the original release. If you need assistance with this procedure, please engage your motherboard manufacturer.

 

 

NOTE: Any links provided for third party tools or sites are offered for your convenience and should not be viewed as an endorsement by Intel® of the content, products, or services offered there. We do not offer support for any third party tool mentioned here.

 

 

- https://www.asus.com/us/Motherboards/X99-A-II/HelpDesk_BIOS/ ASUS X99-A-II* BIOS & FIRMWARE

 

 

If the issue continues, or you get the exact problem on a second computer, please let us know.

 

 

Best regards,

 

Carlos A.
PViei1
Beginner
365 Views

I have updated the BIOS, started bluetooth support service, and connected the adapter to a different PCIe slot. Bluetooth still not available, device descriptor request still failed.

I unfortunately do not have another computer on hand to test the adapter in.

I should mention that throughout, my wifi has worked just fine.

idata
Community Manager
365 Views

Hello Paula_V,

 

 

Even though they're both part of the same adapter, it is possible for the Bluetooth® and WiFi modules to fail separately.

 

 

At this point we can recommend reaching out to your https://www.intel.com/content/www/us/en/support/contact-support.html local support team to check your adapter's warranty status.

 

 

Best regards,

 

Carlos A.
PViei1
Beginner
365 Views

I see. Thank you for the troubleshooting, and I will be contacting support as instructed.

idata
Community Manager
365 Views

Hello Paula_V,

 

 

Great. If there's anything else we can help you with, please don't hesitate to contact us again.

 

 

Best regards,

 

Carlos A.
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