4 Replies Latest reply on Dec 5, 2017 8:47 AM by Intel Corporation

    Intel AC-3165 Bluetooth Nightmare

    jngmn

      I am having problems connecting bluetooth devices to my pc (the board is a gigabyte mitx ab-350m).  For the most part devices are detected however will never connect.

       

      I should mention 2 observations: (1) that "Intel(R) Wireless Bluetooth(R)" is listed as an "other devices" in the Windows 10 "bluetooth & other devices" menu (2) When uninstalling the bluetooth driver in "device manager" an "Unknown USB Device (device descriptor request failed)" appears under USB devices.

       

      I have tried nearly every suggestion posted in the intel support forums and other online discussions.  These include: uninstalling bluetooth drivers in "program and features" and "device manager"; starting, resetting and changing settings for bluetooth services in the service menu; updating both the wifi and bluetooth drivers in "device manager"; using the motherboard installation and intel's own installation executes to reinstall and uninstall drivers, using cleanmgr.exe after having uninstalled; shutting down and removing the power cable and repeatedly pressing the power button (//this somehow made the uninstalled bluetooth driver appear installed in "device manager" when the  "unknown usb device" had appeared//).

       

      Sorry thats a lot of reading hopefully someone has experienced this and can suggest something that will resolve these bluetooth woes.

        • 1. Re: Intel AC-3165 Bluetooth Nightmare
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello jngmn,

           

          We understand you're experiencing Bluetooth® issues, as your system can detect these devices but not connect to them.

           

          Please try the following:

           

          1. Make sure the external wireless antenna is securely connected to it's back panel connectors.
          2. With your system turned off, pleace make sure the wireless antenna cables are properly connected to the wireless adapter.
          3. Make sure that your UEFI BIOS is fully updated: https://www.gigabyte.com/Motherboard/GA-AB350N-Gaming-WIFI-rev-10#support-dl

           

          NOTE: Any links provided for third party tools or sites are offered for your convenience and should not be viewed as an endorsement by Intel® of the content, products, or services offered there. We do not offer support for any third party tool mentioned here.

           

          If there is no improvement, please provide us the following information:

           

          1. Brand/model of the Bluetooth® devices you're trying to connect
          2. Please generate an Intel® System Support Utility report as well.
              1. Please download and run the Intel® System Support Utility.
              2. Select to scan "everything," and run the scan while connected to your wireless network (if possible).
              3. Save the report and attach it to your reply.

           

          Note: To enable attachments, make sure to switch to the advanced editor while replying.

           

          Best regards,
          Carlos A.

          • 2. Re: Intel AC-3165 Bluetooth Nightmare
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello jngmn,

            Although it's not very common, it is possible for the Bluetooth® module in your wireless adapter to fail independently from the wireless side in the same card.

            If you suspect this is an issue resulting from an OS update, we could confirm this by performing a system restore using any restore point predating the problem.

            1. Select the Start button, type control panel and then choose it from the list of results.
            2. Search Control Panel for Recovery.
            3. Select Recovery > Open System Restore > Next.
            4. Choose any restore point with a date previous to the issue, and then select Next > Finish.

            If after performing this restore the issue continues, you could give another try to a clean installation using the latest drivers for your adapter. But at this point, it might be good to engage your motherboard manufacturer for warranty support, it might be necessary to replace the wireless adapter.

            - Intel® PROSet/Wireless Software and Drivers Version 20.10.2 (will update your wireless driver to version 19.51.8.2)
            - Intel® Wireless Bluetooth® Version 20.0.0 (will update your Bluetooth® driver to version 19.31.0.1)

            Let us know if any of this helps.

            Best regards,
            Carlos A.

            • 3. Re: Intel AC-3165 Bluetooth Nightmare
              jngmn

              A system "Reset" where windows 10 wiped the main drive and did a clean re-install of the OS and drivers was the only way to fix this bluetooth issue.  Thank you for the suggestion.

              • 4. Re: Intel AC-3165 Bluetooth Nightmare
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello jngmn,

                We're glad to hear it wasn't necessary to replace any hardware. If the issue returns or there's anything else we can help you with, please don't hesitate to contact us again.

                Best regards,
                Carlos A.