Intel 9260 Bluetooth stop communicating on Data channel and problem with communicating to device

[nilesh]

We are using the Intel 9260 card on the Linux operating system, version 4.18.45, and the Intel 9260 card is an Intel motherboard on PCIe. 

Dual Band Wireless AC 9260, REV=0x324

Firmware is ibt-18-0-1

Some certain conditions we facing issue of BLE communication with other device. In that condition we can search other BLE devices, but when we try to connect  then connections fails. This condition usually stays for 1 to 2 hours. At the same time we can connect to device using other USB BLE dongles. Note. distance between the Intel 9260 card and the device is 5 feet.

We tried rebooting the out Linux system where the Intel 9260 card is connected, but it does not work. 

Please help us to resolve this  Intel 9260 card issue.

[JedG_Intel]

Hello nilesh,

Thank you for posting on Intel Community Forum.

I'd like to get more information to effectively address your concern. Please see below.

1. Is this a laptop or desktop system? - If laptop, kindly share the link to it.

2. Is this the original adapter that came pre-installed in your system, or have you changed/installed a new adapter recently?

3. What kind of device do you try to connect?

4. Is Bluetooth visible in device manager?

5. Does the device pair successfully but fail to maintain a connection, or does it fail to pair at all?

I hope to hear from you soon.

Best regards

Jed G .

Intel Customer Support Technician

[nilesh]

Hi Jed;

1. Is this a laptop or desktop system? - If a laptop, kindly share the link to it.

Nilesh: This is our custom-built PC, which has an Intel motherboard.

2. Is this the original adapter pre-installed in your system, or have you recently changed/installed a new adapter?

Nilesh: When we custom-built our PC, we purchased an Intel 9260 card and installed it.

3. What kind of device do you try to connect?

Nilesh: We are trying to connect our custom BLE peripheral.

4. Is Bluetooth visible in Device Manager?

Nilesh: We are using the Linux operating system and see the Bluetooth device as hci0 as below.

             hci0: Type: Primary Bus: USB

             BD Address: B4:6B:FC:96:96:A4 ACL MTU: 1021:4 SCO MTU: 96:6
5. Does the device pair successfully but fail to maintain a connection, or does it fail to pair at all?

Nilesh: No, the device can be seen in Bluetooth scan, but I could not establish a connection to it.

Thanks and Regards,

Nilesh

[JedG_Intel]

Hello nilesh,

Thank you for sharing all this information.

I'll be investigating this matter and I'll get back to you as soon as possible.

Best regards

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hi Nilesh,

I'm following up with the investigation I had conducted.

To continue troubleshooting the issue, please follow these steps:

Step 1: Check whether the Bluetooth adapter is identified by the system:

Run the "hciconfig -a" command and check the details. If the adapter is identified. However, If the hciconfig shows that the adapter is down, proceed with Step 2:

Step 2: Enable Bluetooth adapter:

If hciconfig shows that adapter is down. Enable the adapter by running "hciconfig -i <interface name> up"

Step 3: Identifying adapter:

If hciconfig is not showing any details, then check if the system is identifying the adapter using the "lsusb | grep 8087" command

If "lsusb | grep 8087" is not showing any details, then the adapter is not identified and you should check whether the adapter is integrated properly and contact the system manufacturer.

Step 4: Check if Bluetooth drivers are loaded:

If lsusb is showing a BT adapter, check if Bluetooth drivers are loaded. Please type: modinfo btintel

If Intel BT drivers are not installed, then the modinfo command will print "modinfo: ERROR: Module btintel not found". Driver installation required.

Step 5: FW installation:

Get the firmware version installed. If the firmware old, install the latest firmware:

1. Run the "dmesg | grep Bluetooth" command and check the firmware version
2. If the firmware version is not available in dmesg, then check in syslog. Run below command:
3. grep Bluetooth /var/log/syslog | grep -i -e "Firmware revision" -e "ibt"

You can visit here for the latest firmware: https://git.kernel.org/pub/scm/linux/kernel/git/firmware/linux-firmware.git

Additionally, you can then manually install the firmware and load the wireless driver by following this:

# sudo cp iwlwifi-* /lib/firmware/'

# sudo modprobe iwlwifi

Step 6: If the issue is the same, get the Complete dmesg logs. Please type # dmesg > dmesg.log and share the logs with us.

For reference, you can check Linux* Support for Intel® Wireless Adapters

Additionally, please share the exact make and model of your motherboard.

I look forward to your response.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hi Nilesh,

I wanted to check if you had the chance to try the recommendations I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello Nilesh,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Jed G.

Intel Customer Support Technician