Windows Update Broke Bluetooth Speaker Connection, Intel(R) Dual Band Wireless-AC 3165

[lucy_s]

Hi all,

I'm not a techy person but I'm really at my wit's end with this problem. I would appreciate any help you can offer.

I have an HP x360, model number 13-s138ca that I recently updated. (Old as heck, I know) I upgraded the RAM to make it run faster as it does everything I need and I don't feel the need to upgrade. This laptop meets all my needs.

After I updated my laptop I did a big overdue update. Everything is working amazingly and flying through software. EXCEPT for my Bluetooth connection, and ONLY for my speakers/headphones. When I connect any of my listening devices, the audio is choppy, laggy, I can't move more than a foot away from my laptop without the connection dropping completely. But my Bluetooth mouse and keyboard work with 0 issues.

I would really appreciate any help whatsoever. This is the only single issue I'm having, and I really don't want to get a whole new laptop just for this one issue.

Here's what I've tired already:

• Updated Wireless, Lan and Bluetooth drivers (to where I get notifications that I cannot update further and these are the most recent drivers for my system)

• Uninstalled and reinstalled all Bluetooth devices multiple times

• Updated BIOS

• Took apart my laptop again and double checked all writing and cleaned out the fan from dust/debris

• Uninstalled and reinstalled the RFCOMM Protocol

• Set my preferred band to 5Ghz and back again

Here is my system information:

• Processor: Intel(R) Core(TM) i3-6100U CPU @ 2.30GHz 2.30 GHz

• System: x64, Windows 10, OS Build 19045.5011

• Intel(R) Wireless Bluetooth (R) Driver version: 20.100.7.1

• Intel(R) Dual Band Wireless-AC 3165 Driver version: 19.51.30.1

Thank you so much in advance for any help.

[n_scott_pearson]

The final Wireless driver, version 19.51.50.2, is provided by the 23.40.0 driver package. The final Bluetooth driver, version 20.100.10.10, is provided by the 22.200.0 driver package. Using any later packages will not get you anything newer (since this adapter is discontinued), and could cause problems with the configuration. You need to install these packages, via the clean install process, in order to alleviate any problems that occurred -- and you should not install anything newer even if prompted to do so by Intel Driver and Support Assistant (iDSA) or Windows Update.

The process for performing a clean install is as follows; follow it exactly:

1. If you haven't already, download to your PC - but do not install just yet - the 20.200.0 Bluetooth and 23/40/0 Wireless driver packages. You can get these from my discontinued driver archive. Use this link: https://1drv.ms/f/s!AtacZBU04mo-j-tQ34BdSDv6y1BFsg?e=7gn50T to access this archive. Subfolders provide final driver packages for most of the Discontinued Intel Wireless adapters.
2. Most important! You must disable Internet access. Unplug your system's Ethernet cable and/or disable wireless. Keep disabled until told to re-enable. Note this Wireless disable *must* be of type that will persist (stay disabled) across reboots. This step is required to ensure that Windows Update does not interfere.
3. From the Apps & Features applet, check for instances of Intel PROSet/Wireless Software and Intel Wireless Bluetooth. If none, skip to Step 6.
4. Uninstall each instance of Intel PROSet/Wireless Software and/or Intel Wireless Bluetooth that is present. When prompted, choose "Discard Settings".
5. Manually reboot your computer, keeping Internet access disabled throughout.
6. From the Device Manager applet, check the Network Adapters section for an entry for Intel Dual Band Wireless-AC 3165 and check the Bluetooth section for an entry for Intel Wireless Bluetooth that has an intel driver associated with it. If neither is the case, go forward to Step 12.
7. Right click on the entry for Intel Dual Band Wireless-AC 3165 and uninstall it, choosing (checkmark) Delete the driver software for this device.
8. Repeat step 7 until the option to Delete the driver software for this device is greyed out.
9. Right click on the entry for Intel Wireless Bluetooth and open its properties. If it has an Intel driver associated with it, then uninstall it, choosing to (checkmark) Delete the driver software for this device.
10. Repeat step 9 until the option to Delete the driver software for this device is not offered (greyed out).
11. Go back to Step 5.
12. Install the downloaded Bluetooth driver package (my rule: always install Bluetooth first).
13. Install the downloaded Wireless driver package.
14. Manually shutdown and reboot your computer.
15. Reenable Internet access. Restore Ethernet cable and/or reenable wireless.
16. Test.

Note that it sometimes takes multiple uninstall (and reboot) cycles to clean out the old installations, so don't give up on the process. If you get to, say, 10 cycles, stop there and attempt the installation of the latest drivers.

Hope this helps,

...S

[lucy_s]

Hello! Thank you so much for your response.

I followed your instructions and successfully changed the Bluetooth driver.

However, I cannot seem to change the WiFi driver. When I open device manager and right-click there is no option to "delete driver software". I have tried to uninstall the driver, disconnect from internet and restart. When I try to install the downloaded driver from your link, I get a pop-up that says "cannot install because the newest version is already installed" (or similar to that). I think I may be missing something.

Thank you

[n_scott_pearson]

It doesn't sound like you followed my instructions exactly. You should not be uninstalling anything without Internet access already disabled. Windows Update could restore it faster than you can do whatever necessary to disable Internet access.

...S