Unable to pair hearing aids via Bluetooth LE

[Involute]

I'm running Windows 11 Pro 24H2.  I have no problem pairing other Bluetooth devices to my system (e.g. Apple Air Pods Pro 2), but my new hearing aids won't pair.  They were showing up under Settings/Bluetooth and devices/Add a device, but when I clicked on them I'd get an error saying something like Bluetooth LE not supported, even though my Asus ProArt Z890-CREATOR WIFI system does support it (BT 5.4).  At the moment, they're not showing up at all (otherwise I'd include a screenshot).  Any tips greatly appreciated.

[Mike_Intel]

Hello Involute,

Thank you for posting in Intel community Forum.

For me to further check this, please help provide the following details:

1. What is the complete model of your wireless controller?
2. Was it working fine before?
3. What was the last change made before the issue started?
4. Is the hearing aid detected by the system?
5. What is the error that you encounter during pairing?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Involute]

1. What is the complete model of your wireless controller?

I don't know.  It's built into the motherboard (Asus ProArt Z890-CREATOR WIFI).  That board uses the Qualcomm QCNCM865 module, which includes Bluetooth, so I assume that's what provides the Bluetooth, but I don't know for sure.

1. Was it working fine before?

The Bluetooth works fine with other Bluetooth-enabled devices, just not my hearing aids.  The hearing aids, however, are the only things I have that I know use Bluetooth LE.

1. What was the last change made before the issue started?

The hearing aids have never worked with the PC; I've only had them a week.

1. Is the hearing aid detected by the system?

Sometimes it's identified, but they're never able to pair.

1. What is the error that you encounter during pairing?

The hearing aids are either not identified at all, or I'm told the PC can't connect to them.  At this writing, they're not identified, so I can't provide the actual error.

[Mike_Intel]

Hello Involute,

Thank you for the update.

Qualcomm QCNCM865 is a 3rd party wireless controller and yes, it is also the controller that handles Bluetooth connection.

You may try to contact Qualcomm for this issue and also the manufacturer of your system since it is being controlled by their BIOS.

It is also advisable to contact the manufacturer of the hearing aid to check if the have guides on how to pair the their product on different systems.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello Involute,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[Involute]

I saw the previous post.  I'm still unable to solve my problem.

[Mike_Intel]

Hello Involute,

Thank you for the update.

Have you tried contacting the manufacturer of the wireless card and the hearing aid?

If yes, what was the recommendations?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Involute]

It's a wireless chip, not a card, so that's a little too low-level to get support for something like this.  The hearing aid manufacturer wasn't able to help.  I'm returning them.

[Mike_Intel]

Hello Involute,

Thank you for the update.

I understand, they should have provided assistance and guide for their products.

Since you are returning the product, I need to close this inquiry. 

If you need further assistance, please post a new question as this thread will no longer be monitored. 

Thank you and have a great day.

Best regards,

Michael L.

Intel Customer Support Technician