Intel Wireless Bluetooth adapter doesn't support PlayStation DualSense gamepads

[Tigran]

I was very unpleasantly surprised when I bought a new DualSense gamepad and found that it was impossible to connect it to a PC via Bluetooth. The connection works (although not without problems), but then the gamepad is not recognized by the computer as a gaming input device. Neither Steam nor Playstation Accessories respond to it. Also, if you open joy.cpl, the gamepad will not be detected. The driver has been updated to the latest version, but this does not change anything.

However, when connected using a wire, everything works fine. I also found that it connects to my laptop, which has a Bluetooth adapter from Realtek without any issue.

How can I solve this problem? Maybe Intel can fix this problem in some update? Or should I use an external adapter to solve it?

[JedG_Intel]

Hello Tigran,

Thank you for posting on Intel Community Forum.

It appears that you're experiencing issues with your DualSense gamepad when connecting it to a PC via Bluetooth. To investigate further, please share the information below.

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

2. Can you see other Bluetooth devices and connect to them successfully?

3. Have you performed other troubleshooting steps aside from updating the driver?

Additionally, to have a better understanding of your system configuration and components please generate System Support Utility (SSU) report. Please follow instructions here and send the report - How to get the Intel® System Support Utility Logs on Windows*

I look forward to your response.

Best regards

Jed G.

Intel Customer Support Technician

[Tigran]

Thank you for the answer.

1. I have an adapter built into my motherboard — ASRock z790 Nova Wi-Fi.

2. I have never faced any problems with connecting to other Bluetooth devices yet.

3. I also tried reinstalling BT driver and restarting PC.

Report is attached below.

[JedG_Intel]

Hello Tigran,

Thank you for sharing all this information.

After checking your system, I found that it uses the Killer E3100G 2.5 Gigabit Ethernet Controller, which unfortunately doesn’t come with built-in Bluetooth functionality. The good news is that your motherboard does support Bluetooth 5.4—but to actually use it, you’ll need to connect a separate Bluetooth adapter. Once that’s in place, you should be able to take full advantage of the Bluetooth features.

You may also check the motherboard specifications here: Z790 Nova WiFi

If you have any questions, please let me know.

Best regards

Jed G.

Intel Customer Support Technician

[Tigran]

How does the Ethernet Controller related to Bluetooth adapter? And if my motherboard supports Bluetooth 5.4 why is it able to connect to DualSense and is not able to recognize it as a gaming input device? Is this a driver problem, and in further updates this problem could be solved, or a hardware problem, and there is no other way rather than using a separate adapter?

[JedG_Intel]

Hello Tigran,

The resolution provided above was based on the SSU logs that were shared with us. Upon reviewing the motherboard’s official website, we found that an Intel Bluetooth driver is available. However, based on the SSU logs, it appears that the specific wireless adapter is not being detected, which may explain the issue you're encountering.

To help us investigate this further, we would like to confirm whether the motherboard came with a separate wireless adapter, or if any additional components were installed. This information will allow us to better understand the hardware configuration and provide more accurate support.

I look forward to your response.

Best regards

Jed G.

Intel Customer Support Technician

[Tigran]

No, there was no separate bluetooth adapter, and I did not install any additional components as well. The only additional thing that came with my motherboard was WiFi antenna, which I don't use.

[JedG_Intel]

Hello Tigran,

I appreciate your cooperation by providing as much details as you could. I'll be investigating this matter internally and I'll get back to you as soon as possible.

Best regards

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello Tigran,

I'm getting back in touch to clarify some information with you. Kindly see below.

1. How are you connecting the controller to the system? Are you pressing the Create and PS Button at the same time? (This should activate the controller's Pairing Mode indicated by strobing lights when pressed)

2. Have you tried resetting your DualSense Controller?

3. Was this working fine before?

Also, could you please check whether the wireless adapter is enabled in the BIOS and Device manager? After, please do another scan of Intel System Support Utility report for us to identify the exact wireless adapter in your system.

I look forward to your response.

Best regards

Jed G.

Intel Customer Support Technician

[Tigran]

Hello!

I did everything properly and many times. The point is that my DualSense can connect to my PC via Bluetooth, but it is not detected as a gaming device. And after a couple of minutes it automatically disconnects.

Yes, I tried resetting gamepad several times, but that did not have any effect.

No, it yet haven't worked fine with my PC, although it pairs fine with my HP laptop with Realtek Bluetooth chip.

The wireless adapter is enabled both in the BIOS and Device manager, otherwise I would have difficulties with connecting other devices.

SSU report is attached below.

[JedG_Intel]

Hello Tigran,

Thank you so much for sharing the information we needed. We’ll keep working on troubleshooting the issue, and I’ll make sure to keep you updated as soon as there’s any progress.

Best regards

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello Tigran,

I’m following up to kindly confirm whether you’ve had the opportunity to check for any available Windows updates on your system. Ensuring your device is up to date can help resolve certain issues and improve overall performance.

Please let me know once you’ve had a chance to verify this, or if you need any assistance with the process—I’d be happy to help.

Best regards

Jed G.

Intel Customer Support Technician

[Tigran]

I always install Windows updates as soon as they are available. So this is not the reason.

[JedG_Intel]

Hello Tigran,

I appreciate the confirmation. We'll continue to look into this and another update will be given as soon as possible

Thank you for your patience while we look into this matter.

Best regards

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello Tigran,

I wanted to reach out with an update after taking a closer look into the issue. When you have a moment, please try the steps outlined below. If the problem continues, don’t hesitate to let me know.

1. Open Settings from the Start menu.

2. Navigate to Bluetooth & Devices.

3. Locate the Wireless Controller in the list and remove it.

4. Open Command Prompt as Administrator.

5. Run the following command: sfc /scannow

6. Wait for the scan to complete.

7. Restart your computer.

8. After rebooting, try pairing the DualSense controller again. (PS5 button + Share button until it blinks rapidly)

Additionally, please update your BIOS 9.03 as there is a newer release and try their OEM Bluetooth drivers from ASRock | Z790 Nova WiFi. If you need assistance with this, I recommend contacting the system manufacturer.

Could you kindly check if the wireless adapter might be disabled in the BIOS? It’s still not being identified, and that could be one possible reason. If you’re able to share more details about your wireless card, that would really help us narrow things down. This way, we can see if an Intel Generic Bluetooth driver might be a suitable alternative in case the OEM drivers aren’t working as expected. We truly appreciate your patience and cooperation.

Best regards

Jed G.

Intel Customer Support Technician