Intel Wireless bluetooth driver error code 10

[Zach1]

I have multiple devices (Dell XPS 15 9500 series) that when updating to the latest Intel Wireless Bluetooth driver 22.170.0 it breaks the driver. Also when reverting back to 22.160.0 we get the same "bang" emblem and same error code.

Error - This device cannot start. (Code 10)

Operation failed
The requested operation was unsuccessful

Lets call this device one.

Device one OS - Win 10
Network card - Wi-Fi 6e Ax211 160MHz
BT driver - 22.170.0.2

Device two  OS - Win 10 
Network card - Killer (R) Wi-Fi 6 AX1650s 160MHz Wireless Network Adapter (201D2W)
BT driver - 22.170.0.2

Troubleshooting we've tried below

Uninstalling/installing drivers and network card drivers.
Disabled Fast Startup

Changed Power Settings for Wi-Fi & Bluetooth Adapter(s).

[AndrewG_Intel]

Hello @Zach1

Thank you for posting on the Intel® communities.

Our understanding is that the behavior occurs using the Intel® generic drivers on two different models of wireless adapters.

Because we usually handle one issue and/or one product model/family by a thread in order to provide the correct information, proper tracking of issues, and due to troubleshooting may vary from one model to others, we will focus on this thread on providing assistance for the Intel® Wi-Fi 6E AX211. Therefore, we kindly request you open a separate thread for assistance with the Intel® Killer™ Wi-Fi 6 AX1650.

Regarding the error code 10 on the Intel® Wi-Fi 6E AX211, as a first approach, we recommend performing a Cold reboot of the system. This refers to fully shutting down the device and removing all sources of power, including batteries if applicable, then repowering. You may contact the computer manufacturer (OEM) DELL* in case of further assistance is required with this step.

If the behavior persists, please provide us with the following information from the device with the Intel® Wi-Fi 6E AX211:

1- Is the Intel® Wi-Fi 6E AX211 the original wireless adapter that came pre-installed on the system? Or did you integrate it on the computer?

2- How many devices with Intel® Wi-Fi 6E AX211 are experiencing this behavior?

3- The driver or software for your Intel® component might have been changed or replaced by the computer manufacturer and the recommendation is to use the customized drivers from the OEM to avoid losing features or customizations. Is the behavior the same if you use the drivers provided by your OEM Dell?

4- When did the issue start to happen? Did it work fine before at any time? If so, do you remember if this issue happened after a new Windows update or Wireless/Bluetooth driver update?

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

• Download the Intel® SSU and save the application on your computer
• Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
• To save your scan, click Next and click Save.
• Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.

Best regards,

Andrew G.

Intel Customer Support Technician

[Zach1]

1- Is the Intel® Wi-Fi 6E AX211 the original wireless adapter that came pre-installed on the system? Or did you integrate it on the computer?
A - pre-installed on laptop

2- How many devices with Intel® Wi-Fi 6E AX211 are experiencing this behavior?

A - 3 laptops all model Dell XPS 9520

3- The driver or software for your Intel® component might have been changed or replaced by the computer manufacturer and the recommendation is to use the customized drivers from the OEM to avoid losing features or customizations. Is the behavior the same if you use the drivers provided by your OEM Dell?

A - The behavior is the same when using drivers provided by Dell.

I did reach out to Dell and established a ticket with them. Because the laptop was shipped imaged with Win 11 they basically told me to kick rocks and revert the device back to Win 11 in order for the recommended OEM drivers to work. 

However I managed to get my hands on a out of the box XPS 9520 and imaged it to Win 10 from Win 11. Once the laptop finished imaging to Win 10 the device drivers ended up with the following versions which seem to be functioning. ( We will call this device 3)

Device 3 OS - Win 10
Intel Wireless BT - v 22.130.0.2
Intel® Wi-Fi 6E AX211 - v 22.130.0.5

I was able to mirror these working drivers to device 2 but run into the same error with the BT driver in device manager. (even after performing a cold reboot)

4-When did the issue start to happen? Did it work fine before at any time? If so, do you remember if this issue happened after a new Windows update or Wireless/Bluetooth driver update?

A - for sure after a Windows "optional" update to update the Wi-Fi card and BT drivers.

[AndrewG_Intel]

Hello Zach1

Thank you for your response.

In this scenario, we would like to provide the below recommendations:

1- Double check if there are any Windows Updates pending and install them. For steps on how to check for updates, please refer to this link for further instructions: Update Windows*.

2- Perform a clean installation of drivers for both components Bluetooth and Wireless. We recommend using first the customized drivers provided by the computer manufacturer (OEM) Dell*:

• Intel AX211 Driver v22.150.0.3.
• Bluetooth UWD Driver Intel AX211 v22.150.0.6.
• Important: Download the drivers before uninstalling the driver if you are following the instructions for a clean installation process.

Follow the steps in these articles for installation instructions:

• How to Perform a Clean Installation of Bluetooth Drivers
• Clean Installation of Wireless Drivers              
• Note: During the process, after uninstalling the current drivers and before reinstalling the drivers, you may clear out your temporary files: Press the Windows* Key + R to open the run box. Type Cleanmgr.exe and press OK. Here you will need to make sure Temporary Files are checked, you may uncheck everything else, then press OK. Reboot your computer and proceed to install the drivers.
• We recommend installing the Bluetooth driver first, followed by the wireless driver.
• After completing the installation of both drivers, please reboot the PC.

If the issue persists, please repeat the clean installation process using the generic drivers from Intel:

• Intel® Wireless Bluetooth Driver Version 22.170.0 (Latest).
• Windows® 10 and Windows 11* Wi-Fi Driver Version 22.170.0 (Latest).

3- Also, checking the Intel® SSU report, we noticed that device # 3 (the one working fine as far as we understand), has a different Windows® version (Windows Home) versus device # 2 (Windows® Enterprise). We would recommend checking with Microsoft* Support/Dell if the problem could be due to an issue or compatibility with the OS. (Dell website doesn't seem to list the drivers available for Windows* 10, only Windows 11).

4- Another thing that we noticed, is that device # 2 is running a newer BIOS version (1.6.0) than the version on device # 3 (1.3.0). Perhaps the behavior could be related to the more recent BIOS. We noticed on Dell's website that there is a new BIOS version available: Version 1.7.0.

We recommended checking with Dell* Support to see if they recommend updating the BIOS in case it may help with this behavior (Note: the download website indicates that "BIOS downgrade is restricted to version 1.6.0 or earlier). They may also assist you with the BIOS update instructions.

If your system still shows the error message and the problem persists, our recommendation is to contact your OEM DELL for additional debugging and support.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello Zach1

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello Zach1

We have not heard back from you so we will proceed to close this thread now. 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