Re:Intel Bluetooth (AC 9560) and JBL Tune 130NC tws

mikkop71 · ‎12-17-2021

I have problems to get these BT LE Headphones to work with my laptop and Windows 11.
I am able to pair the headphones, but they are not recognized as audio devices.
JBL instructed to contact PC manufacturer (Lenovo), but they are clueless so here I am.

Headphones work just fine with Android phone.

Any ideas?

In order to check this further, could you please provide the following details?

1- Are you having issues with Bluetooth only or with Wi-Fi too (both)?

Bluetooth only

2- Could you please elaborate more on what you mean by "Headphones are not recognized as audio devices"? Also, could you please provide screenshots from Audio Devices and Windows* Settings > Bluetooth?

See the attached picture

3- When did it start to happen this issue? Did it work fine before at any time? Is this a new computer? Do you know if this works with Windows* 10? Please provide details.

Old computer, new earbuds. Those do not work at Windows 10 either

4- If this worked fine before, do you remember if this issue happened after a new Windows update or Wireless/Bluetooth driver update?

Has not worked before

5- Is the Intel® Wireless-AC 9560 the original wireless adapter that came pre-installed in your system or did you integrate/replace it?

Pre-installed

6- Since the headphones manufacturer advised to contact Lenovo* Support, could you please provide details about the troubleshooting steps or the diagnostic/feedback provided by Lenovo* Support?

Lenovo support suggested to uninstall Bluetooth drivers and reinstall them again. Done, no help.

7- Have you tested the computer with other Bluetooth devices? If yes, do they work as expected?

Yes and they work. See attached picture.

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

See attached file

AndrewG_Intel · ‎12-20-2021

Hello @mikkop71

Thank you for posting on the Intel® communities.

In this scenario, we would recommend first making sure that you have the latest updates for your Windows* operating system (OS). For this task, please contact Microsoft* Support for proper guidance and information.

Then, we recommend trying a Clean Installation of the Wireless and Bluetooth drivers following the steps on the link and using the customized drivers from Lenovo's website:

If the behavior, persists, please repeat the process but this time using the Intel® Generic drivers:

Also, considering that other Bluetooth devices do work fine with the Intel® Bluetooth, we also recommend checking with the Bluetooth headset manufacturer for additional suggestions and tips. For instance, if the device requires a driver/software o a firmware update.

Feel free to report back the outcome of the steps.

Best regards,

Andrew G.

Intel Customer Support Technician

AndrewG_Intel · ‎12-23-2021

Hello mikkop71

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back if you have additional inquiries.

Best regards,

Andrew G.

Intel Customer Support Technician

AndrewG_Intel · ‎12-28-2021

Hello mikkop71

We have not heard back from you so we will proceed to close this thread now. If the behavior persisted after trying the previous suggestions, our final recommendation is to check this behavior further with the manufacturers of the computer and headset.

If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Andrew G.

Intel Customer Support Technician