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Cram_89
Novice
3,687 Views

Wireless Dual-Band AC 7260 Bluetooth issues with Windows 10 2004

Hello,

since the update from Windows 10 1909 to 2004 i have the problem that the bluetooth fails sporadically (sometimes after 10 minutes, sometimes only after 1 hour, sometimes 3 times behind each other within 5 minutes). My guess is that there are problems with the interaction of driver, BLE and Windows 10 2004. When I go back to 1909, everything works fine again. I have tried it again with every new Windows Build version (19041.XXX). Always without success. Currently I'm using the version Build 19041.508. Unfortunately I don't have the possibility to go back to 1909 anymore because the update was more than 7 days ago and Windows 10 doesn't offer this option anymore.

I use the Intel Dual Band Wireless-AC 7260 (HMC) in two notebooks. This was an upgrade part, which was installed by me years ago.

With Windows 10 1909 you could still set the power options of the Bluetooth adapter in the device manager. You had to disable (uncheck) "Allow the computer to turn off this device to save power" under the Power Management tab. After that you could work with the Bluetooth adapter without any problems. This option is no longer available under Windows 10 2004 with this Bluetooth adapter.

Every time the Bluetooth connection is lost, the hidden Bluetooth icon in the taskbar will show up again. This happens with hidden symbols actually only when they are reconnected and fade out after a short time by itself. Additionally there are two entries in the event viewer (Event Viewer -> Windows Logs -> System):

 

Log Name: System               Source: BTHUSB                   Date: 2020/10/01 22:35:48

Event ID: 18                          Task Category: None          Level: Information               Keywords: Classic

Description:

Windows cannot store Bluetooth authentication codes (link keys) on the local adapter. Bluetooth keyboards might not work in the system BIOS during startup.

Event Xml:

http://schemas.microsoft.com/win/2004/08/events/event">

18           4             0              0x80000000000000          3773

System

00000800010000000000000012000540000000000000000000000000000000000000000000000000E000000000000000

 

Log Name: System               Source: BTHUSB                   Date: 2020/10/01 22:35:48

Event ID: 34                          Task Category: None          Level: Warning                    Keywords: Classic

Description:

The local adapter does not support an important Low Energy controller state to support peripheral mode. The minimum required supported state mask is 0x491f7fffff, got 0x1fffffff. Low Energy peripheral role functionality will not be available.

Event Xml:

http://schemas.microsoft.com/win/2004/08/events/event">

34           3             0              0x80000000000000          4101

System

0x2491f7fffff       0x1fffffff

00000000030028000000000022000580000000000000000000000000000000000000000000000000

 

These events always follow each other.

I already tried to disable the power management function "Allow the computer to turn off this device to save power" for any device in the device manager (USB Hubs, Bluetooth Low Energy GATT compliant HID device, etc.), delete connection to old BT devices and start reconnection. Also tried other (older) drivers. All without success.

I have two notebooks from different manufacturers (ASUS and TERRA WORTMANN), using the Wireless Dual-Band AC 7260 adapter and the same problem. Both notebooks had no problems with Windows 10 1909 and the driver for WiFi (PROSet version = 21.10.1, driver version = 18.33.17.1) and Bluetooth (package version = 21.10.1, driver version = 20.100.5.1). Only with the update from Windows 10 to the current version 2004 (Build 19041.508) there are problems in operation.

For newer Intel Wireless Adapters there is an update 21.120.2, which fixes many problems (https://downloadmirror.intel.com/29849/eng/ReleaseNotes_WiFi_21.120.2.pdf). Unfortunately this driver cannot be used for the Intel Wireless 7260 Family adapters. Support for this product will end on December 30, 2020 and self-service support will begin on December 31, 2020 (https://www.intel.com/content/www/us/en/support/articles/000006507/network-and-i-o/wireless.html).

An old post from 2017 describes a similar bug from another user (https://community.intel.com/t5/Wireless/7260-ac-Bluetooth-regularly-disappears-Win10x64/td-p/601683) but without a solution.

Many other users have the same problem with the combination of Intel Wireless AC 7260 and Windows 10 2004 (https://answers.microsoft.com/en-us/windows/forum/all/windows-10-ent-update-feature-2004-bluetooth/5...).

 

In the appendix you can find the system reports of the System Support Utility of both notebooks.

I hope that someone can help me.

0 Kudos
43 Replies
Alberto_R_Intel1
Employee
892 Views

Hello Cram_89, I just received an update on this matter.


As N. Scott Pearson mentioned previously, " it is unlikely that you will see any subsequent updates (unless security issue is identified)." There are no more updates on drivers for this specific product, therefore since this issue started after an Operating System update, in this case, the best thing to do will be to get in contact directly with the manufacturer of the Notebooks to report this scenario, to verify if they have a possible solution for this issue or if necessary to take the computer to them for a physical inspection of the product.

TERRA:

https://www.wortmann.de/en-gb/contactus.aspx

ASUS:

https://www.asus.com/support/


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


BigBill
Beginner
889 Views

This is not specific to one PC vendor. If you read the posts you will see that hundreds of people (even thousands) throughout the world are having this issue when using the AC 7260 with the latest version of windows.

It is incredibly disappointing that the Intel response to this problem is to fob off people like me and many  other posters when the problem is clearly an issue with the interoperability between the AC 7260 and it's driver and the later versions of Windows 10.

I believe the AC 7260 is still within it's support window and this problem should be fixed.

zmlapq
Beginner
882 Views

Totally agree with BigBill.

What is the reason to contact Asus?

I have got HP notebook. 

 

It's pointless to contact notebook manufacturer, since this is always related to the same reason - Intel Bluetooth.

So Intel, as the component vendor has to do something to resolve the issue.

Alberto_R_Intel1
Employee
876 Views

BigBill, zmlapq, Thank you very much for your responses.


If you need further assistance for this scenario with your specific platforms please submit your inquiry on a new thread, the reason for this is that every scenario is different even if the same product is being used, so for us to better assist you and in order to try to fix the problem, please submit a new thread:

https://communities.intel.com/community/tech


Keep in mind that the latest Intel® Wireless and Bluetooth drivers that will be available for the Intel® Dual Band Wireless-AC 7260O will be version 21.10.1:

https://downloadcenter.intel.com/product/75439/Intel-Dual-Band-Wireless-AC-7260

 

Let me apologize for any inconvenience.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


n_scott_pearson
Super User Retired Employee
872 Views

@BigBill et. al.,

Did any of you take the time to actually look at the status of the Wireless-AC 7260 module? This module was released 7 years ago (way back in 2013) and was discontinued in 2016/2017. Intel does not update drivers for discontinued products. There are normally no resources assigned to discontinued products. In this case, you actually got driver updates for 6 years. You can't expect Intel to support products forever. It's horrible that Microsoft has made changes that force driver updates, but this doesn't change the facts.

Just saying,

...S

AlHill
Super User
866 Views

@zmlapq What if asus or hp have modified the driver?

 

BigBill
Beginner
858 Views

This is exactly why we are posting our disappointment. No new drivers planned does not mean that they can't create new drivers to solve serious issues which this clearly is. And the device is still within it's support window.

A further issue is that Intel have not provided a replacement (upgrade) that has an identical footprint to the AC7260 where space is tight. So probably thousands of people are all stuck with perfectly good Windows PCs that can't be fixed for no other reason than the fact that Intel and Microsoft are not prepared to look at this problem within the support window of a discontinued product.

I hope you understand the issue better now and if you still have contacts within Intel, perhaps you could get someone to take this seriously.

n_scott_pearson
Super User Retired Employee
848 Views

Oh, I have understood the situation throughout. I too hate that this is happening. I too have systems that are reliant on this module. I too am experimenting with M.1-to-M.2 adapters (are you?). 

The fact that ICS will still respond to queries and try to help you does not mean anything in terms of what is actually happening in the development teams. Understand that Intel's Wireless team is statically-sized and can only support so many modules and so many O/S releases. Something has to give on a regular basis. Should it be the latest modules? That's never the right answer. How about they drop support for a couple of O/S releases completely? No, that's not the right answer either. No, the right answer, as brutal as it is, is that this module got its six years of driver coverage and that's it. They told you well in advance that this was the case and that this driver release would be the last.

If you want to attack the true culprit here, their name is Microsoft. Every update they deliver should not be breaking so many things.

Just saying,

...S

zmlapq
Beginner
844 Views

@BigBill - Right to the point.

Even Intel itself recently extended support for Wireless 7260 Family.

The article you shared the link for, has been recently updated (11/03/2020) the current due date is July 1st 2021, but I saw few weeks ago that it was December 31st 2020.

@AlHill - The answer for your question is pretty simple. The notebook manufacturer always publish the latest drivers they have on their website. In that case it's the old version released in 2018. So I don't expect they have any modified drivers released this year.

 

BigBill
Beginner
835 Views

n_scott_pearson

I also understand the situation perfectly having worked in R&D and Marketing for most of my career (retired). Including discussing early MIMO WiFi development tools with virtually all major chipset companies throughout the world.

But this experience has not helped me solve this problem. As I mentioned in my post, there is no Intel replacement for the AC 7260 that has the same footprint where space is tight so M.1-to-M.2 adapters are useless in my particular case. I would be delighted if there was.

As for this assertion: They told you well in advance that this was the case and that this driver release would be the last

I disagree as the exact words are: There is no further driver update planned for these products.

Having worked in the industry, I know how this works. A few people in the R&D teams are working on supporting defects in newer products but they can be diverted back to fix legacy products if the problem is deemed serious enough. In this case I believe it is, given it renders a large number of laptops with AC 7260 throughout the world with AC 7260 faulty.

Now whether the defect is in the Microsoft code or the Intel code is unknown. I have seen poorly written code for other products including drivers for Windows that break with new releases of Windows based on the quality of the code and HW. To be fair this is less likely. 

Generally if a vendor identifies issues with Microsoft code that affects their product, they can be  contacted and they (eventually) provide a hotfix. Only the Intel development team are in a position to do this with the AC7260. Microsoft wont fix this on their own and customers are completely stymied if Intel refuse to look at this further. 

So I am left with either using a third party USB Bluetooth adaptor to maintain functionality or replace my laptop and so are likely thousands of others in the same position. I have no good reason to replace the laptop as it's a fairly powerful i7 that works perfectly apart from this issue. Throwing out $1,000 worth of perfectly good HW because of a problem like this doesn't feel right at all.

n_scott_pearson
Super User Retired Employee
823 Views

Look, I am not going to sit here and argue this with you. For a problem to be "deemed serious enough" to divert resources, at Intel it needs to have security implications. I don't see this being the case here. Still, I am retired and do not have any insights into their day-to-day decision-making any more. Maybe it's changed. I am simply telling you that I rather doubt it and you really shouldn't be getting your hopes up. 

...S

Cram_89
Novice
691 Views

In the end it is usually always the end user who has to pay for the **bleep**.

In the meantime I bought an AX200 in the HMC design (mini pci-e half size, without adapter) from a third party manufacturer and since yesterday it is installed in one of the two notebooks.

During a short 3 hour test yesterday there were no breaks in the Bluetooth connection and the WiFi connection is a bit better thanks to MU-MIMO. My current router currently only supports the AC standard, so I can't say anything about the AX connection.

It's really a pity that Intel neither offers driver support despite the known problem nor an alternative hardware solution.

I will test the adapter this week in more detail and report my experience afterwards.

BigBill
Beginner
680 Views

Really interested to see how you get on with this newer part. I was unaware of the 1216 version. I see it in the Intel product brief as AX200D2WL.

Not available for sale anywhere on the internet that I can see but perhaps as a replacement part from a laptop manufacturer?

Cram_89
Novice
651 Views

@BigBill I have ordered the TL-AX200HMW-B from Toulineua at aliexpress. It is a PCB in HMW size using an AX200D2WL, two short antenna cables and a shielding plate. I was a bit sceptical in the beginning, but after 4 hours I could not find any failure yesterday (WiFi as well as Bluetooth) and am satisfied with this solution for now.

BigBill
Beginner
632 Views

@Cram_89 

Just been looking into the AX200 solution some more. I use AptX codec and Miracast and neither are available with the AX200 from what I can see. However, the AC 8265 released in 2016, does have this capability. So I have ordered the 8265 HMC from the same supplier and I'll report back here how I get on.

curtisb
Beginner
595 Views

I have a Dell Precision M4800 that I purchased in mid-2019 on eBay for around $250.  It looked brand new when I received it.  The only downside?  No Bluetooth.  So, I upgraded the WiFI NIC with an AC 7260 since that was the only HMC-based 11AC adapter that was readily available.  It's since been upgraded with a 500GB SATA drive, 480GB mSATA drive, 32GB of RAM and an i7-4810MQ.  Battery life is abysmal, but it stays plugged in 99% of the time anyway.  All in I still have less than $700 in this laptop and it does everything I need it to, so replacing the laptop just for Bluetooth isn't something I'm willing to do just yet.

I had the same issue with the 7260 when my laptop updated a while back, except that the Bluetooth portion of my 7260 wasn't even seen in Device Manager.  So it wasn't that it was even intermittent...it just didn't work at all.  I rolled back to 1909 and things started working again.

In anticipation of my laptop deciding to update to 2004 (and beyond) again, I did go ahead and order the same TL-AX200HMW-B (thanks for the tip!), and am waiting for it to be shipped/delivered. Sure enough, my laptop started prompting me to restart for 2004 a few days ago.  I let it go ahead since I knew the NIC was ordered.  I could deal without Bluetooth for a short time while I waited on the new NIC to be delivered.  However...to my surprise Bluetooth is working with the 7260 on 2004!  I've been using my Bluetooth headphones (Beats Studio 3's) for a few hours this morning without issue.  It's still using the driver from 2019 so maybe Microsoft tweaked something so that it now works?  I don't know about 20H2 yet, but I suppose I can chance that when it does pop up.  Regardless, I'm not going to cancel the TL-AX200HMW-B order just in case 20H2 still has the problem.  I'll be swapping it in when it arrives.

I realize this is a small sample size of just one device, but it's one that did not work on 2004 a few months ago and does now.  Your mileage may vary, but at least you can always roll back if you try and it doesn't work.

 

BigBill
Beginner
413 Views

@Cram_89

I have been testing a Toulineua 8265 HMC (with the latest Intel drivers) for several days now and can confirm that it is working flawlessly. AptX and Miracast are also working too so all good. I also notice that the WiFi signal is better with the speed holding at 866.7Mb/s all the time in the location that I keep this laptop. This points to MIMO working better as the second MIMO channel is needed for speeds above 433Mb/s.

Thanks for providing the path to this solution. Hopefully I get a few more years from this device before Intel obsolete it.

Cram_89
Novice
403 Views

After almost 4 weeks, I can recommend this solution to everyone. The TL-AX200HMW-B I have now also installed in the second notebook of mine and it also works very well.

@BigBill It's good to know that the variant with the 8265 with AptX as well as Miracast also work well.

For me, the topic is hereby closed.

Unfortunately, once again only through time-consuming research and spending money. On the part of Intel, unfortunately, no solution.

Nevertheless, thanks to all who have actively participated here.
I wish everyone a Merry Christmas, all the best for the new year and stay healthy.

n_scott_pearson
Super User Retired Employee
381 Views

I found one of these through NewEgg and am going to give it a try...

...S

Jas68
Beginner
272 Views

@Cram_89, can you site documents that show what chipsets support AptX and Miracast? Not sure that would sway me to the 8265, but it could (and it's cheaper). The AX200 seems like it would maybe be more future-proof. Thanks.