12 Replies Latest reply on Dec 26, 2017 2:18 PM by Intel Corporation

    7260 ac Bluetooth regularly disappears/Win10x64

    Hale_JP

      I have a serious problem with 7260-AC.

       

      While Wi-fi works well, bluetooth regularly disappear from the system, making any input, including reboot impossible(using OS functions).

      After hard-restart the machine boots with BT operational for uncertain period of time, until it fails again.

       

      I have X79 board with latest available Inf, 7260 AC board with latest drivers, Win10/x64 with UEFI/secure boot.

      The input devices are mouse and keyboard from Logitec(Logicool). Previously there were no problems using Broadcom bgn/BT4 adapter.

      Problems with BT started after upgrading to Intel's adapter.

        • 1. Re: 7260 ac Bluetooth regularly disappears/Win10x64
          Hale_JP

          Why do Intel allow such an awful product quality on the first place? Isn't it the time to completely rewrite BT drivers from fail-safe positions?

           

          Just imagine, if Intel BT fails in Automotive, or medical equipment (that's what BT 4.+ profiles are dedicated for) !?

          • 2. Re: 7260 ac Bluetooth regularly disappears/Win10x64
            Hale_JP

            Now I got home and while calming my family, I found two errors (below) repeating in the System log.

            HOW! WHY!? How could that happen? Why do driver declares capabilities to Windows and can not fulfill them?

            Again, partying beta-testers?

            Why such things happen in system critical release software!?

             

            Log Name:   System

            Source:     BTHUSB

            Date:       2017/12/20 21:03:49

            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:

            <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

              <System>

            <Provider Name="BTHUSB" />

            <EventID Qualifiers="16389">18</EventID>

            <Level>4</Level>

            <Task>0</Task>

            <Keywords>0x80000000000000</Keywords>

            <TimeCreated SystemTime="2017-12-20T12:03:49.950755900Z" />

            <EventRecordID>6853</EventRecordID>

            <Channel>System</Channel>

            <Computer></Computer>

            <Security />

              </System>

              <EventData>

            <Data>

            </Data>

            <Binary>00000800010000000000000012000540000000000000000000000000000000000000000000000000E000000000000000</Binary>

              </EventData>

            </Event>

             

            Log Name:   System

            Source:     BTHUSB

            Date:       2017/12/20 21:03:49

            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:

            <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

              <System>

            <Provider Name="BTHUSB" />

            <EventID Qualifiers="32773">34</EventID>

            <Level>3</Level>

            <Task>0</Task>

            <Keywords>0x80000000000000</Keywords>

            <TimeCreated SystemTime="2017-12-20T12:03:49.972044000Z" />

            <EventRecordID>6854</EventRecordID>

            <Channel>System</Channel>

            <Computer></Computer>

            <Security />

              </System>

              <EventData>

            <Data>

            </Data>

            <Data>0x491f7fffff</Data>

            <Data>0x1fffffff</Data>

            <Binary>00000000030028000000000022000580000000000000000000000000000000000000000000000000</Binary>

              </EventData>

            </Event>

            • 3. Re: 7260 ac Bluetooth regularly disappears/Win10x64
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Hale_JP,

              We understand you have problems with the Bluetooth® Module of your Intel® Dual Band Wireless-AC 7260 disappearing regularly.

              In order to better assist you we would like the following:

              1. Please generate an Intel® System Support Utility report.
                  1. 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.
              2. Was this adapter installed by factory, or an upgrade part?
              3. Is this a standard Intel® Dual Band Wireless-AC 7260 (M.2 or HMC), or the desktop add-in card model with external antennas?

              We look forward to hearing back from you.

              Best regards,
              Carlos A.

              • 4. Re: 7260 ac Bluetooth regularly disappears/Win10x64
                Hale_JP

                1)I have already cleaned the system from your official drivers - they are worse than useless. I reverted back to Microsoft-assembled drivers from 1709 "Fall Creators Update". At least Microsoft's assembly does not loose connection to periphery that often. (how often is still a question, because I installed it just 3 days ago)

                But the errors still appear in the log. Do you need scan-logs with Microsoft drivers?

                 

                2,3) It is an upgrade with Intel's PCIe Dual Band Wireless-AC 7260 retail kit. It is intel's M.2 adapter-board with AC-7260 M.2 module, external antenna-assembly and USB data-link differential pair to BlueTooth port (BT power is taken from PCIe). The data-link connection polarity is checked and double-checked: the board operates, until the moment driver fails and "incompatible power mode" error is logged.

                 

                Why don't you just take that board from your stock and use it for beta-testing with real retail PCIe motherboard?

                 

                BTW,

                previously I had similar broblems with older Intel's BT2,3 on Sony laptops (Win7, Win8.1). So it looks like genetic Intel BT problem, which your engineers ignore for years. The difference is that on laptop I could shut the lid and after wake-up mouse was coming alive again. But with desktop it is not possible. Worse, this time putting the PC to sleep and waking up does not solve the problem under Windows10.

                • 5. Re: 7260 ac Bluetooth regularly disappears/Win10x64
                  Hale_JP

                  So, it finally disconnected with Microsoft-bundled driver. But before that BT was disconnecting and reconnecting again 3 times

                  As I said, before I had a broadcom board that was not failing... so there is something either with the BT chip or with driver

                   

                  Attaching the report

                  • 6. Re: 7260 ac Bluetooth regularly disappears/Win10x64
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello Hale_JP,

                    Thank you for your answers.

                    We now understand the issue is occurring on our Intel® Dual Band Wireless-AC 7260 for Desktop.

                    We can see that you are using the latest drivers available for your adapter's WiFi module, but chose to revert to the Windows* inbox drivers as our last published Bluetooth® release would worsen the issue.

                    This week we released a new Bluetooth® driver, which addresses a lot of issues like what you have described. Could you please test this new version and let us know if it resolves the problem? Otherwise let us know if you've already used it.

                    - Intel® Wireless Bluetooth® for Windows® 10 Version: 20.10.0

                    Best regards,
                    Carlos A.

                    • 7. Re: 7260 ac Bluetooth regularly disappears/Win10x64
                      Hale_JP

                      I have already used the Dec.19th drivers with no luck.

                       

                      The sequence was

                       

                      1)Replacing old Broadcom /bgn /BT4.0 adapter (windows-bundled drivers) with Intel Wireless-AC 7620.

                      2)Installing drivers from Nov.20

                           - Having problems with BT stopping function after "power mode" and "save keys" errors reported (see above)

                      3)Upgrading to drivers from Dec.19.

                           - The same problems

                      4)Uninstalling all Intel-assembled drivers, installing Microsoft-bundled drivers (Windows 10 "creators update" was initially installed and updated on regular basis)

                           - BT tried to recover 3-5 times after disappearing (mouse was freezing, "found new hardware" chimes were ringing), then died finally. Only full cold reboot helps.

                      Now I have no options left, but installing slow Broadcom adapter back.

                      • 8. Re: 7260 ac Bluetooth regularly disappears/Win10x64
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello Hale_JP,

                        Could you try an older driver to see if helps?

                        - Intel® Wireless Bluetooth® for Windows® 10 Version: 19.40.1

                        Do you get similar errors in Event Viewer when using the Microsoft* inbox drivers?

                        Best regards,
                        Carlos A.

                        • 9. Re: 7260 ac Bluetooth regularly disappears/Win10x64
                          Hale_JP

                          I will try, but you know, it is troublesome, because Windows10 updates drivers without request. And "device installation setting" is generally ignored in "creators update". Even if Windows start treating "device installation setting" correctly at some moment, I will loose ability to Plug-n-Play USB-flash drives and other USB/Bluetooth hardware.

                          • 10. Re: 7260 ac Bluetooth regularly disappears/Win10x64
                            Hale_JP

                            So, I am testing 19.40.1 for about 6 hours, and the BT did not stop function yet; just keeps freezing from time to time.

                            However, there are more BT related errors in the log appear:

                             

                            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.
                              <System>
                                <Provider Name="BTHUSB" />
                                <EventID Qualifiers="32773">34</EventID>
                                <Level>3</Level>
                                <Task>0</Task>
                                <Keywords>0x80000000000000</Keywords>
                                <EventRecordID>7983</EventRecordID>
                              </System>
                              <EventData>
                                <Data>0x491f7fffff</Data>
                                <Data>0x1fffffff</Data>
                                <Binary>00000000030028000000000022000580000000000000000000000000000000000000000000000000</Binary>
                              </EventData>
                            

                             

                            Windows cannot store Bluetooth authentication codes (link keys) on the local adapter. Bluetooth keyboards might not work in the system BIOS during startup.
                              <System>
                                <Provider Name="BTHUSB" />
                                <EventID Qualifiers="16389">18</EventID>
                                <Level>4</Level>
                                <Task>0</Task>
                                <Keywords>0x80000000000000</Keywords>
                                <EventRecordID>7982</EventRecordID>
                              </System>
                              <EventData>
                                <Binary>00000800010000000000000012000540000000000000000000000000000000000000000000000000E000000000000000</Binary>
                              </EventData>
                            
                            

                             

                            Bluetooth HID device  either went out of range or became unresponsive.
                              <System>
                                <Provider Name="HidBth" />
                                <EventID Qualifiers="32769">2</EventID>
                                <Level>3</Level>
                                <Task>0</Task>
                                <Keywords>0x80000000000000</Keywords>
                                <EventRecordID>7981</EventRecordID>
                              </System>
                              <EventData>
                                <Data>\Device\_HID00000006</Data>
                                <Binary>00000000020050000000000002000180000000000000000000000000000000000000000000000000</Binary>
                              </EventData>
                            

                             

                            Bluetooth HID device  either went out of range or became unresponsive.
                              <System>
                                <Provider Name="HidBth" />
                                <EventID Qualifiers="32769">2</EventID>
                                <Level>3</Level>
                                <Task>0</Task>
                                <Keywords>0x80000000000000</Keywords>
                                <EventRecordID>7980</EventRecordID>
                              </System>
                              <EventData>
                                <Data>\Device\_HID00000005</Data>
                                <Binary>00000000020050000000000002000180000000000000000000000000000000000000000000000000</Binary>
                              </EventData>
                            

                             

                            Looking into those "out of range" messages, I guess, it is still failing as before. But doing it "smoothly", without system exclamation sounds.

                            • 11. Re: 7260 ac Bluetooth regularly disappears/Win10x64
                              Hale_JP

                              I confirm, older driver also results in Bluetooth stopping function suddenly. With more errors (see above)

                              Today it failed 2 times in a row.

                               

                              Is there a way to fix these issues, or the Bluetooth can be considered as non-functional by design?

                               

                              Is there a way to completely disable internal BT radio, in order to avoid interference with non-Intel BT modules?

                              • 12. Re: 7260 ac Bluetooth regularly disappears/Win10x64
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello Hale_JP,

                                 

                                We tested the Intel® Dual Band Wireless-AC 7260 for Desktop in our lab using a fully updated installation of Windows® 10 and did not experience the same issues you've described. We tested the generic inbox driver, the 19.40.1 and our latest driver as well.

                                 

                                It's possible that your adapter may be defective or damaged. You may request a replacement from your place of purchase during the initial 30 days. After this, the 7260 for desktop has a three year limited warranty, you may contact your local Intel® support team for assistance requesting an RMA.

                                 

                                If the malfunctioning Bluetooth® is not a deal breaker for you, this module can be disabled from Device Manager:

                                 

                                1. Right click the start menu icon, and select Device Manager from this drop down. Or type Device Manager in the search box within your task bar.
                                2. Expand the Bluetooth® category, right click on your Intel® Wireless Bluetooth® 4.0 Adapter, select "Disable."

                                 

                                Best regards,
                                Carlos A.