bluetooth headaches

[windows_guru]

It seems that bluetooth has been at issue for eons. My 13th gen box with the AX211 is par for problems as much as my old 8th gen machine with an old card.

[JedG_Intel]

Hello windows_guru,

I really appreciate all the information that you shared so far. To properly address this, I sent another email. Please check your inbox so we can further support you.

Best regards,

Jed G.

Intel Customer Support Technician

[windows_guru]

I do not allow remote access for security reasons, I can provide driver versions etc

[Mike_Intel]

Hello windows_guru,

Thank you for letting us know.

Kindly help generate the SSU logs of your system instead for us to further check this issue. Please refer to the link below on how to generate the logs:

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

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

Best regards,

Michael L.

Intel Customer Support Technician

[windows_guru]

here is s ssu scan

[JedG_Intel]

Hello windows_guru,

Upon reviewing the SSU logs, it appears that the Bluetooth driver provider is Microsoft. Since we're dealing with an OEM device, we highly recommend using the drivers from the manufacturer as it is altered and customized to be fully compatible with the system.

Kindly try to use this driver from the OEM and observe if you'll encounter the same issue. Should you observe the same issue, please try the generic driver from Intel here.

I look forward to your response.

Best regards,

Jed G.

Intel Customer Support Technician

[windows_guru]

I have the Dell Support Assistant and Intel Driver and Support Assistant both installed

I manually update NVIDIA drivers etc

[Ernesto_C_Intel1]

Hi @windows_guru, 

I will be your dedicated contact moving forward to address the Bluetooth issue with your AX211 wireless card. I am committed to providing you with the best possible support and ensuring a smooth resolution.

To better understand and assist with your situation, could you please clarify the following:

1. Is the AX211 adapter the original one that came pre-installed in your system, or have you recently changed or installed a new adapter?
2. I noticed that the MAC addresses for the Bluetooth and wireless card differ in the SSU report. Are you using a USB dongle for your Bluetooth connection, or is it solely the wireless card?
3. Could you kindly share a screenshot of your Device Manager under the following sections:

• Network adapters
• Bluetooth

Your cooperation will greatly help in diagnosing the issue accurately. Please feel free to reach out if you have any questions or need further assistance.

Thank you for your time and patience. I look forward to resolving this matter promptly.

Regards, 

Ernesto C. 

Intel Customer Support Engineer

[Ernesto_C_Intel1]

Hi @windows_guru, 

I'm still waiting to hear back from you regarding my earlier questions. In the meantime, could you try testing your Bluetooth connection with just one device, like a keyboard or mouse? Please let me know if everything works smoothly with either the mouse or keyboard.

Regards, 

Ernesto C. 

Intel Customer Support Engineer

[windows_guru]

I have a Logitech M240 Bluetooth mouse, JLAB Studio+ headphones and many other Bluetooth devices.

I am wondering if there are problems in Windows 11 as the develice classes have changed somewhat

[Ernesto_C_Intel1]

Hi @windows_guru, 

Thank you for sharing your Bluetooth devices. MAC addresses are hardcoded into the wireless card and the design of the AX211 functions both as a WIFI and Bluetooth combo card which made me wonder why your wireless card had a separate MAC address for the WIFI and Bluetooth. This could not have been caused by Windows.

To better understand and assist with your situation, could you please clarify the following:

1. Is the AX211 adapter the original one that came pre-installed in your system, or have you recently changed or installed a new adapter?
2. I noticed that the MAC addresses for the Bluetooth and wireless card differ in the SSU report. Are you using a USB dongle for your Bluetooth connection, or is it solely the wireless card?
3. Could you try testing your Bluetooth connection with just one device, like a keyboard or mouse? Please let me know if everything works smoothly with either the mouse or keyboard.
4. Could you kindly share a screenshot of your Device Manager under the following sections:

• Network adapters
• Bluetooth

Your cooperation will greatly help in diagnosing the issue accurately. Please feel free to reach out if you have any questions or need further assistance.

Thank you for your time and patience. I look forward to resolving this matter promptly.

Regards, 

Ernesto C. 

Intel Customer Support Engineer

[windows_guru]

Windows 11 has the ability to randomize the WiFi MAC to prevent tracking machines. This feature helps privacy as some track even bluetooth MAC etc.

Apple iPhones also have this capability to block tracking. I an noure about Google or Samsung phones security capabilities.

[Ernesto_C_Intel1]

Hi @windows_guru,

Thank you for responding to my previous message. I know that this is a capability of Windows 11 but you haven't disclosed on our previous post that you have enabled this feature on your operating system. 

Apologies if it may seem that the questions I've raised on my previous post is very detailed to the issue at hand, it is necessary for me to determine if the WIFI card that you're using with your laptop is the original wireless card since regulatory issue may affect the performance of the wireless card on it's Bluetooth performance and to ensure that you are not using a USB dongle to ensure that we are only troubleshooting 1 device. 

Going back to my questions:

1. Is the AX211 adapter the original one that came pre-installed in your system, or have you recently changed or installed a new adapter?
2. Are you using a USB dongle for your Bluetooth connection, or is it solely the wireless card? I need to get a clear answer on this part.
3. Could you try testing your Bluetooth connection with just one device, like a keyboard or mouse? Please let me know if everything works smoothly with either the mouse or keyboard.
4. Could you kindly share a screenshot of your Device Manager under the following sections:

• Network adapters
• Bluetooth

Regards,

Ernesto C.

Intel Customer Support Engineer

[windows_guru]

The AX211 is what the machine came with but some models have the Realtek card which is not tri-band like your card

I have also been discussing this with Microsoft and but Apple does not want to hear about it

The machine uses BT 5.3 from the AX211 AFAIK, Phone Link with my iPhone 15 Pro is another headache.  I have to constantly pair of my JLab headphones which is due to god knows what. My m240 mouse is also problematic,

Now BT uses 2.4 GHz and so does world+dog using WiFi. I think its time to move WiFi off 2.4 GHz and leave it clear for bluetooth

[Ernesto_C_Intel1]

Hi @windows_guru, 

Thank you for providing information the issue. To further isolate the issue, I would like to suggest conducting a clean installation of the Bluetooth driver using the following wireless drivers: 

1. Dell Precision 3480 wireless drivers - https://dl.dell.com/FOLDER12775925M/3/Intel-BE2xx-AX4xx-AX2xx-9xxx-Bluetooth-Driver_JF3K8_WIN64_23.120.0.4_A45_01.EXE
2. Intel® Wireless Bluetooth® Drivers for Windows® 10 and Windows 11* - https://www.intel.com/content/www/us/en/download/18649/intel-wireless-bluetooth-drivers-for-windows-10-and-windows-11.html

If the issue persists, please let me know for me to further investigate the issue further

Regards,

Ernesto C.

Intel Customer Support Engineer

[windows_guru]

I have even tried fresh installs of windows 11 

[Ernesto_C_Intel1]

Hi @windows_guru, 

Thank you for sharing your troubleshooting. Allow me time to investigate the issue further. I'll provide you an update as soon as possible. 

Regards, 

Ernesto C. 

Intel Customer Support Engineer

[Ernesto_C_Intel1]

Hi @windows_guru, 

I understand how important the situation is with your Dell Latitude 5440 and as you've described last April 14, 2025 - the issue affects not just the headset but the other Bluetooth peripherals as well and I appreciate your efforts in performing a clean installation of the Bluetooth driver and re-installing the operating system, which indicates that the issue may not be software-related. 

To further troubleshoot this matter, I recommend contacting Dell directly, as they can provide more specialized assistance for your device. Additionally, you might find the Dell Pair application helpful in offering additional support for your laptop.

Dell customer support website: https://www.dell.com/support/home/en-us

Dell pair application: https://dl.dell.com/FOLDER12460499M/2/Dell-Optimizer-Application_FW7KM_WIN64_6.0.2.0_A00.EXE

I will be closing this case now, but please know that if you need further assistance from Intel, you are welcome to create a new community thread or contact Intel Customer Support.

Regards, 

Ernesto C. 

Intel Customer Support Engineer

[windows_guru]

I have mentioned this to Dell as well as Microsoft. Since the last UEFI update, now bluetooth becomes choppy after maybe 90 minutes or so suggesting a potential memory leak or dangling pointer. Only way to get sound working is to reboot.

Clearly problems are still manifest.

I use C++ and class design has constructors and destructors to eliminate memory leaks. The way user defined objects are safe. I know windows is designed to be tolerant of dangling pointers etc but this has some limitations.

Update, following a graphics driver update now my machine nags every 5 minutes to connect my iPhone when it already is with Phone Link