Wireless AC 9560 - Bluetooth Headset disconnects after 10 minutes

[Pabs]

Hi

I'm using a bluetooth headset and it's working fine with my laptop (which has a Wireless AC 8260) in Webex.

On my desktop computer, I have a Wireless AC 9560, using the same headset, after 10 minutes in a webex call the microphone stops working. To make it work again I have to either Off/On the headset or disable/re-enable it in the "Sound" settings.

I updated the bluetooth drivers to 21.120.0 and I made sure that the Power management was disabled for the Bluetooth adapter.

Is there something than I'm missing ?

Thanks

[AndrewG_Intel]

Hello Pabs

Thank you for posting on the Intel® communities.

In order to check this behavior further, could you please provide the following information?

1. Are you having issues with Bluetooth only or with Wi-Fi too (both)?
2. What is the headset brand and model? Also, have you tried with a different headset just for testing purposes?
3. Are you experiencing the issue only with the microphone component of the headset? I meant when the issue happens, does the headphone continue working fine? (do you still hear sounds on the call?).
4. When did it start to happen? Did it work fine before at any time? Is this a new computer? Please provide details.
5. Do you remember if this issue happened after a new Windows update or Wireless/Bluetooth driver update?
6. Does the issue happen using different software or apps besides Webex*? (e.g. Zoom*, Skype*, etc). Does the issue occur if you use an app for voice recording or voice recognization?
7. Is the Intel® Wireless-AC 9560 the original wireless adapter that came pre-installed in your system or did you install it on the motherboard?
8. When the issue happens, do you notice any error message or behavior in Device Manager? For instance, does the Wireless card or Bluetooth disappear from the Device Manager or does it show an error code in Windows® notification area or in the General tab properties in Device Manager?
9. Have you tried a roll back to a previous driver version for testing?

Also, please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to gather more details about your system.

• Download the Intel® SSU and save the application on your computer: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
• 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.

Best regards,

Andrew G.

Intel Customer Support Technician

[Pabs]

Hi Andrew,

Here are my answers:

1. Only with the bluetooth, I didn't notice anything strange with the wifi
2. MPOW HC5, no I didn't try with another BT Headset as the is the only one I have now, but as mentionned, it works perfectly with my laptop
3. Yes, I still continue to hear the sound
4. It has always been happening with this computer (the computer is not brand new, but a few months old)
5. Nope, as it has always been happening
6. Haven't try already, but I'll do.
7. Yes it does, computer was never opened
8. No specific error, just a dialog that pops up in webex saying "Other can't hear you" or something like that
9. No, Where am I supposed to find previous versions, and which one should I try ?

Report is attached to the message.

Thanks

[AndrewG_Intel · Accepted solution]

Hello Pabs

Thank you for your response.

Regarding step #9, you can try a driver rollback by using the rollback option:

1. Open Device Manager, click Start > Control Panel > Device Manager
2. Expand Bluetooth
3. Double-click on your Intel® Bluetooth device
4. Select the Driver tab
5. Click Roll Back Driver to restore

If the option to roll back driver is grayed-out, one of the following applies:

• Your computer has not had a previous driver installed for that device.
• Your computer did not retain the driver files from the original version installed.

We checked the Intel® SSU report and noticed that your system seems to be running the basic inbox drivers from Windows® (for both Wireless >> "21.10.1.2" and Bluetooth >> "10.0.18362.1"), so the previous steps may not be available; however, you can give it a try.

Also, we would like to recommend trying a clean install of the drivers following these steps:

1- Download the customized drivers from ASUS* website and save them on the computer: https://www.asus.com/Tower-PCs/ROG-Strix-GL10CS/HelpDesk_Download/

• Intel Wireless LAN Driver Version V21.90.3.2
• Intel Bluetooth Driver Version V21.90.2.1

2- To avoid Windows® update reinstalling a different driver during the process, disconnect your computer from the Internet.

3- Uninstall the Intel® Wireless and Bluetooth drivers and restart the system. Then, please install the Bluetooth driver first, and then the Wireless driver. Please refer to the following links where you can find steps as a guide:

• Uninstalling the Wi-Fi/Bluetooth® Driver for Your Intel® Wireless Adapter >> https://www.intel.com/content/www/us/en/support/articles/000005756/network-and-i-o/wireless.html

• Installation for Intel® Wireless Bluetooth® Software >> https://www.intel.com/content/www/us/en/support/articles/000006742/network-and-i-o/wireless.html

• Clean Installation of Wireless Drivers >> https://www.intel.com/content/www/us/en/support/articles/000022173/network-and-i-o/wireless.html

4- Reconnect Internet and Bluetooth headset and test.

Note:

If the issue persists, you can repeat the process using the latest generic drivers from Intel:

Intel® Wireless Bluetooth® for Windows® 10 package Version: 21.120.0 >> https://downloadcenter.intel.com/download/29876/Intel-Wireless-Bluetooth-for-Windows-10?product=99446

Windows® 10 Wi-Fi Driver package version Version: 21.120.2 >> https://downloadcenter.intel.com/download/29849/Windows-10-Wi-Fi-Drivers-for-Intel-Wireless-Adapters?product=99446

Please check with the headset manufacturer if they have a driver or firmware that may help with this behavior. For instance, we found some drivers on this link* but we cannot confirm if they apply for your headset model so our recommendation is to double check directly with them: https://www.xmpow.com/pages/download

Also, we noticed that there are BIOS updates available for your system (Version 311*) so we recommend you to check with ASUS* support team if the BIOS may include fixes or features for Bluetooth performance/functionallity. https://www.asus.com/Tower-PCs/ROG-Strix-GL10CS/HelpDesk_BIOS/

Please check with your computer manafacturer (OEM) ASUS* before installing any BIOS update so they can confirm if it is recommended to perform this step.

Finally, since you don't have another headset to test, by any chance are you able to test with other devices like "Bluetooth speakers, cellphone, printers, etc". Finally, please let us know if you were able to test different software or apps that use microphone.

Best regards,

Andrew G.

Intel Customer Support Technician

*Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel® or any of its products is implied.

[Pabs]

Hi Andrew,

Thanks for this, I'll test everything and get back to you with the results.

Pablo

[AndrewG_Intel]

Hello Pabs

Thank you for your response. Sure, please feel free to reply back with the outcome of the steps once you are able to try them.

Best regards,

Andrew G.

Intel Customer Support Technician

[Pabs]

Hi

I made a test with Teams, the mic didn't disconnect after more than 25 minutes.

It also worked fine with webex while I was not muted.

So I guess the issue happens when the mic is muted in the webex app.

I'll try with the other drivers tonight.

Pablo

[AndrewG_Intel]

Hello Pabs

Thank you for sharing these details.

We will be waiting for your to test with the drivers and let's see what the behavior is.

If you have additional concerns, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[Pabs]

Hi

I think installing the Asus drivers did the trick.

I tried to reproduce the issue many times and I was not able to see it again.

Thanks a lot

[AndrewG_Intel]

Hello Pabs

Thank you very much for your response.

We are glad to know that the issue is solved after installing the customized drivers from ASUS*. Also, since the thread has been marked as "Solved", we will proceed to close it now. If you need any additional information, please submit a new question as this thread will no longer being monitored. It has been a pleasure to assist you.

Best regards,

Andrew G.

Intel Customer Support Technician