Problem Intel Wireless Bluetooth Windows® 10

[Dean777]

The Zenbook UX435EG has a bluetooth issue that appears as follows:
1. The bluetooth mouse freezes every 5 seconds (the Logitech M350 mouse is working, tested on other devices);
2. The JBL Link Portable column stutters (the column is working, tested on other devices).

Steps taken to resolve this issue:
1. Reinstalling the driver from the official ASUS website;
2. Reinstalling the driver from the Intel official website;
3. Rollback Windows 10 to its original state;
4. Windows 10 update has the latest update 20H2 (Build 19042.868)
5. Removed the checkbox to allow the disconnection of this device to save in the HID device, compliant with GATT Bluetooth Low Energy.
The above actions did not give any result.

[Maria_R_Intel]

Hello Dean777,

Thank you for posting on the Intel* community.

To better assist you, please provide the below details:

• Was the wireless card an integration you made to your system?
• Was the Bluetooth working fine before? If so, please provide details of the specific moment when starts failing (after an update of the OS, drivers, etc)

Provide us with the Intel® System Support Utility (Intel® SSU) 

• Download the Intel SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
• Open the application and select "Everything" click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". 
• Click on the menu where it says "Summary" to change to "Detailed View". 
• To save your scan, click on "Next", then "Save". 

Best regards,

Maria R.

Intel Customer Support Technician

[Dean777]

1. The card is integrated into the system 

2. The laptop was bought on February 28, the problems were immediately 

[Maria_R_Intel]

Hello Dean777,

Thank you for the information provided.

We think that the issue may be related to a hardware failure, this based on the fact that you already completed a lot of troubleshooting steps, testing OEM and generic drivers, also, because you commented that the problem has been present from the beginning. In this case, our best recommendation is to contact the OEM/Place of purchase to complete a full hardware inspection and in case the issue is related to the hardware they will be able to assist you with a warranty if needed.

However, if you still want to try more troubleshooting, please confirm if when the Bluetooth fails you are able to see an error code on the device manager, for example, Error code 10 or 43. If so, let us know and we will be able to provide you with some recommendations.

Best regards, 

Maria R.  

Intel Customer Support Technician 

[Dean777]

The problem with Bluetooth is massive, so please read the next topic with a similar problem:

Re:Intel-i7 Gen 11 Bluetooth issues - Intel Community

[Maria_R_Intel]

Hello Dean777,

We will investigate this internally, please expect an update soon.

Best regards,

Maria R.

Intel Customer Support Technician

[Maria_R_Intel]

Hello Dean777,

Thank you for patiently waiting.

We sent you an email to the address associated with your community profile, we will be waiting for a response.

Thank you.

Best regards, 

Maria R.  

Intel Customer Support Technician 

[Maria_R_Intel]

Hello Dean777,

Were you able to check the previous post?

Let me know if you need more assistance.

Best regards, 

Maria R.  

Intel Customer Support Technician 

[Maria_R_Intel]

Hello Dean777,

We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards, 

Maria R.  

Intel Customer Support Technician