Bluetooth keeps disconnecting every 30 seconds

[joaopedrocapob]

I've bought the Anker Soundcore Q30 headphone and it keeps disconnecting from my laptop (Lenovo S145 CORE i5 8th gen). I have updated drivers and I have run all kinds of troubleshooters, but it keeps happening. The connection lasts only 30 seconds, everytime. I've also tried to download new Intel drivers, but the issue persists.

The connection is perfect on other devices, such as a DELL laptop or my smartphone.

I really need to have this problem fixed, since the headphones noise cancelling is essential to my daily work routine.

Can someone help me? Thanks!

[RandyT_Intel]

Hi joaopedrocapob,

Thank you for reaching out to Intel Customer Support. To help us isolate and diagnose the Bluetooth issue you’re experiencing, I need to gather some additional information. Could you please provide answers to the following questions: 

1. Is Bluetooth visible in Device Manager? 
2. Any error message you encounter during pairing?
3. Where did you get those drivers, you used?
4. Can you please run the System Support Utility (SSU) and share the logs with me? 

For your reference, you can check the Bluetooth® Profiles supported by Intel® Wireless Adapters. 

Bluetooth® Profiles supported by Intel® Wireless Adapters 

Thank you for your cooperation. I look forward to your response. 

Best regards, 

Randy T. 

Intel Customer Support Technician 

[RandyT_Intel]

Hi joaopedrocapob,

I wanted to follow up regarding the questions and information we shared with you recently. Have you had a chance to review them? Your feedback is invaluable in helping us determine the next best course of action. 

Please let me know if you have any thoughts or if there's anything else you need from us. 

Looking forward to your response! 

Best regards, 

Randy T. 

Intel Customer Support Technician 

[joaopedrocapob]

Hello, Randy. Thanks for answering me. 

1. Yes, the bluetooth is visible in Device Manager;
2. No. There is no error message during pairing;
3. First, I just updated the drivers in Device Manager. I think the drivers are installed automatically when we connect a device for the first time, right? Then I tried to download some drivers on Intel's official website, but it didn't work;
4. I don't know much about tech. What are the "logs" you need to help me?

Here are some bluetooth related prints from the SSU. Please let me know if there are sensitve information and feel free to erase the comment if this is the case.

[RandyT_Intel]

Hi joaopedrocapob,

You can follow this article How to get the Intel® System Support Utility Logs on Windows* so you can share the logs with me.

Best regards, 

Randy T. 

Intel Customer Support Technician 

[RandyT_Intel]

Hi joaopedrocapob,

The Intel SSU scans for system and device information to assist with customer support troubleshooting. The information gathered can be viewed, saved to a file, or sent to customer support through the web. Please rest assured that no personal information is collected during this process. Intel is committed to protecting your privacy. See Intel's Privacy Notice.

Source: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html

Best regards, 

Randy T. 

Intel Customer Support Technician 

[RandyT_Intel]

Hi joaopedrocapob,

Since I have not received any response from you, I will proceed with closing this ticket. Please note that this case will no longer be monitored. 

If you have any new questions or inquiries, kindly submit another ticket, and we will be happy to assist you. 

Best regards, 

Randy T. 

Intel Customer Support Technician