1 2 Previous Next 23 Replies Latest reply on Jan 25, 2018 5:21 PM by Intel Corporation

    Dual Band Wireless-AC 8260 Discovers But Won't Pair

    KennethEvans

      This is on a Lenovo Thinkpad P70 with Windows 10 64-bit.  It is just over a year old and just out of warranty.  I have not previously used Bluetooth on this device, and would now like to attach a Bluetooth 3.0 keyboard.

       

      In the Device Manager Bluetooth was originally hidden and the drivers said "Currently this device is not connected".  I uninstalled these, deleting the software, and installed BT_20.10.0_64_Win10.exe (Verion 20.10.0.9).  The drivers then said "This device is working properly".

       

      It appears to work, but fails to connect to any Bluetooth devices I have tried.  It does discover the devices and show them as available.  (See the image).  They just don't pair.  The same devices pair and work fine with my Galaxy S7 phone and Microsoft Surface Book.

       

      I also tried BT_19.71.0_64_Win10.exe (Version 19.71.0.2) with the same results.  I tried the download from the Lenovo site, which is for 19.71.0.2).  It appears to run successfully, but the drivers have light blue icons, say "Currently this device is not connected", and you have to select Show hidden to see them.  (This was how the Device Manager looked when I started.)  Thus, this Lenovo driver update doesn't seem to work.

       

      The BIOS is the latest and Windows is up to date with Creator's Fall Edition.

       

      The Intel drivers both appear to work, but don't pair.  I'm not sure what to do next.

       

      Lenovo-Bluetooth.png

        • 1. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello KennethEvans,

          We understand you're having issues pairing devices via Bluetooth® on your laptop using the Intel® Dual Band Wireless-AC 8260.

          In order to better assist you we'd like to take a better look at your hardware and settings.

          Please download and run the Intel® System Support Utility. While connected to your network, select the option to scan everything. Once the scan has completed, please save the report and share it with us.

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

          Best regards,
          Carlos A.

          • 2. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
            KennethEvans

            Carlos,

             

            Thanks for your assistance. The file is attached.

            • 3. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello KennethEvans,

               

              There's definitely something odd going on. Here are our initial findings based on this report:

               

              - You're connected to your router using the 2.4 GHz Band, Channel 7 (we usually recommend 1,6, or 11 for this band).
              - Even though your settings have 802.11ac enabled, you're currently using 802.11n.
              - Your connection rate (speed at which your adapter and your wireless router communicate) is extremely low at 54 Mbps out of a maximum possible of 300 Mbps for 802.11n, or 867 Mbps for 802.11ac.

               

              We would like to investigate some more before providing suggestions. Please share the following:

              1. Open Device Manager, expand the Bluetooth® category. Double click on your Bluetooth® module to open the device properties and go to the Driver tab. Please share a screenshot showing everything available under Bluetooth®, as well as the information on the driver tab. Example:

              BT.PNG
              2. What is the brand and model of your wireless router or access point?
              3. How many devices are connected to your wireless router?
              4. How far away is your computer from your wireless router?
              5. Is connecting to the 5 GHz band an option?

               

              Best regards,
              Carlos A.

              • 4. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                KennethEvans

                Carlos,

                 

                1. Device Manager screenshot attached.

                2. The router is TP-LINK AC1750 Archer C7.

                3. There are 2 computers, a phone, and 4 Sonos speakers typically connected.

                4. The computer is within a few feet of the router.

                5. 5 GHz is not an option as it doesn't carry through the house.  I need everything on the same network.

                 

                The speed is capped by my plan with Comcast (60 Mbps).  It is more than adequate for my needs.

                Note that I am not having issues with WiFi wireless.

                 

                I am having issues pairing Bluetooth devices to (only) this computer.

                The devices are discovered, indicating the antennas are working.  They just fail to pair.

                 

                 

                Sapiens-2018-01-04-Device Manager.png

                • 5. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello KennethEvans,

                   

                  Thank you for this information.

                   

                  Regardless of your actual download speed, an extremely low connection rate is not normal. With your current connection rate of 54 Mbps, the maximum possible download speed your laptop can achieve is approximately 27 Mbps.

                   

                  Based on your settings, environment, and wireless router, there is no reason for such an extremely low number.

                   

                  Although this is not the issue that we're troubleshooting, it's definitely a symptom worth noting as may be related to your Bluetooth® issues.

                   

                  Would you be comfortable opening up your laptop to make sure that both of your laptop's antennas are properly connected to the adapter? If they are, perhaps you could test by switching them (1 > 2, 2 > 1) then try to pair your devices.

                   

                  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.

                   

                  - Lenovo ThinkPad P70* Hardware Maintenance Manual: https://download.lenovo.com/pccbbs/mobiles_pdf/p70_hmm_en_sp40j65113.pdf

                   

                  Page 72 talks about how to remove your back cover. The bottom of page 75 shows your Wirless LAN adapter. Please note that the pages of the PDF file may not correctly synced to the actual page numbers, so look at the bottom of the page.

                   

                  Please let us know how this works out.

                   

                  Best regards,
                  Carlos A.

                  • 6. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                    KennethEvans

                    Carlos,

                     

                    I can try to remove the LAN adapter,  However, I have another issue I didn't mention.  I was trying to keep it simple.  However, you seem knowledgeable, and I would appreciate your input on the entire situation.

                     

                    When I first tried to pair the Bluetooth keyboard, the UI didn't have Bluetooth On/Off buttons, and in Device Manager there was no Bluetooth.  Actually it was there but you have to select Show hidden devices.  Then, the icons were grayed out, and it said "Currently this device is not connected to the computer".  (This is what I said in the original post.)

                     

                    However, what I actually did next is look on the Lenovo site and get the their Intel Bluetooth Driver and run it.  It is supposed to install 19.71.0.2 (what was already installed at the factory).  This driver appears to have problems.

                    1. It didn't fix the problem.

                    2. It did not appear in App & Features, as the instructions said it would, and so there is not way to remove it.

                     

                    In the process of trying to deal with this, I found there was a BIOS update to 2.21 and installed that as well.  The former BIOS was 2.19.

                     

                    I eventually got to the next step in what I originally said: I installed the Intel driver 20.10.0.9.  That fixes the problem with Device Manager.  The driver now says "This device is working properly", the Bluetooth buttons appear where they should in the UI, and there is an icon in the Action Center.  Also the Intel program is in Apps & Features as it should be.  All appears to be well except that it fails to pair.  (I have also tried the 19.71.0.2 Intel driver, and that works ok as well, up to the point where it doesn't pair.)

                     

                    However, I found all is not well,  The computer (which is always plugged in) gave a notice that the battery was down to 6% and was not connected to the adapter.

                     

                    Among other things, I did a Battery Report and see that it was always charged at 100% until about the time I installed the Lenovo driver and the new BIOS.  There does not actually appear to be anything wrong with the battery and adapter.  In fact, the computer charges fine when it is turned off.  There is a green light by the connector.  It is green when it is off and turns off immediately when starting up (before the Lenovo logo and before Windows).  It thus appears that this charging problem and possibly the Bluetooth problem is owing to the BIOS update.

                     

                    The obvious solution is to revert the BIOS.  The catch is that it won't let me run the BIOS update executable unless the adapter is plugged in.  I haven't found a way around this, yet.

                     

                    I do have a recent System Image and there is also a Restore Point at just before this happened as well a few days earlier.  However, System Restore fails,  (I have not tried other options like running it in Safe Mode or from Recovery.)  This may be owing to the BIOS change.  In any event, I believe the first step is to revert the BIOS.  I can't do this or restore the system image with the adapter not on when the computer is on.  (The system image will take more time than the battery life of about 2 hr.)

                     

                    The charging problem is much more serious than the Bluetooth, and it is possible the Bluetooth problem is owing to the BIOS or to the bad Lenovo driver install anyway.  It would seem to be better to try to remove the LAN card after the computer is working right otherwise and possibly reverted to when it was working (but the Bluetooth never having been used).

                     

                    I am not getting help from Lenovo or I would not ask here.

                     

                    It's quite a nightmare.  I would appreciate your thoughts. 

                    • 7. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello KennethEvans,

                      Your Bluetooth® Module may become hidden for quite a few reasons, it's actually more common than would normally think. It has a lot to do with the way that Windows* handles USB devices. Even though the WiFi module of your adapter communicates using PCIe* through an M.2 slot, Bluetooth® uses USB (through the same M.2 slot).

                      The reasons can go from the Bluetooth® services not being initialized since your PC doesn't recognize it as such when the driver isn't installed, to some sort of virus infection, or a simple driver corruption. 

                      And you may just be right, the BIOS update could have very well affected the way that this device is being handled resulting in problems. Your UEFI BIOS is the base everything else runs off of after all. Will the OEM not help since your warranty is expired even though the issue was potentially caused by the update? 

                      I believe System restore won't affect your BIOS, as it only changes your OS and programs. Even though a BIOS update 'can' be applied from Windows*, it actually makes changes that go much deeper than that. You can usually just run a previous BIOS "update" in order to revert, but your computer manufacturer is the expert here, not me. This can actually differ from brand to brand.

                      Also, no need to remove the adapter itself if you don't want to. But if you do, it never hurts to remove it, make sure the pins look free of debris and then reconnecting it. The main thing I want you to check or try to swap are the two antenna connectors at the top of the card, for now.

                      Since it's the weekend now, I won't see your reply until Monday. But if the antennas are connected securely, and swapping them has no effect, please try a much older driver and let us know if that helps. Here's the link to the 19.40 version: https://downloadcenter.intel.com/download/26580

                      Best regards,
                      Carlos A.

                      • 8. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                        KennethEvans

                        Carlos,

                         

                        I solved the problem with the AC adapter.  It turns out I had tried the Airplane Mode button in the Action Center while debugging why the Bluetooth icon did not appear there (or elsewhere in the UI).  Apparently this changed the Power profile to Airplane and didn't change it back.  It is apparently this profile that keeps the AC adapter from working.  Changing back to my normal profile fixed it.  So there is no need to revert the BIOS.  I don't think that is the problem.

                         

                        I tried to go to a System Restore Point made when all was working and Bluetooth untried.  This failed in Windows and also in Recovery when I tried it there.  When it happens in Recovery, the Restore Point gets destroyed, so that is the end of that.  I can't restore it to before installing the bad Lenovo driver.  System Restore used to be very robust and has saved me several times.  Apparently now it fails much of the time (based on what I see on Google).  There is no indication the current Intel driver (20.10.0.9) is not installed correctly, however.

                         

                        I tried the 19.40.1702.1059 driver.  It did not install well.  The first time I had the driver and 3 copies of each of the other 3 Microsoft Bluetooth xxx drivers in Device Manager, all grayed out and no Bluetooth in the UI.  The second time, there was no Bluetooth in Device Manager at all, even with show hidden devices.  I reinstalled the 20.10.0.9 driver, and that seems to work (except for not pairing).

                         

                        I did remove the LAN card and interchange the two connectors.  I had trouble getting them to connect securely was the only problem.  The contacts and everything else inside are clean.  The computer is just over a year old.

                         

                        On restarting, everything is the same as before as far as I can tell.  It discovers, but does not pair.

                         

                        The Bluetooth Support Service is running.  The Bluetooth Handsfree Service is not  It is set to Manual (Trigger Start).  Starting it doesn't help.

                         

                        -Ken

                        • 9. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                          KennethEvans

                          For what it is worth: There are events in the event viewer.  The adapter address is for the Bluetooth 3.0 Keyboard I am trying to pair and which pairs on my Surface Book.

                          Sapiens-2018-01-07-EventViewer.png

                          The Details for this one are:

                          +System

                           

                          -Provider
                          [ Name] BTHUSB

                           

                          -EventID16

                           

                          [ Qualifiers] 49157
                          Level2
                          Task0
                          Keywords0x80000000000000
                          -TimeCreated

                           

                          [ SystemTime] 2018-01-07T20:42:45.877733500Z
                          EventRecordID13561
                          ChannelSystem
                          ComputerSapiens
                          Security
                          -EventData

                           

                          (75:10:18:09:39:6e)
                          000000000200280000000000100005C0000000000000000000000000000000000000000000000000

                           


                          Binary data:

                          In Words

                          0000: 00000000 00280002 00000000 C0050010
                          0010: 00000000 00000000 00000000 00000000
                          0020: 00000000 00000000

                          In Bytes

                          0000: 00 00 00 00 02 00 28 00 ......(.
                          0008: 00 00 00 00 10 00 05 C0 .......À
                          0010: 00 00 00 00 00 00 00 00 ........
                          0018: 00 00 00 00 00 00 00 00 ........
                          0020: 00 00 00 00 00 00 00 00 ........

                          • 10. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                            KennethEvans

                            These are the associated drivers.  The first two belong to Microsoft, and the last 3 to Intel 20.10.0.9.  The ibtfw.dat looks suspicious.  I get no Google hits for it.  Is it supposed to be there?

                             

                            Device Details-2018-01-08.png

                            • 11. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello KennethEvans,

                              Would you be willing to consider reinstalling the operating system?

                              Windows® has an interface that allows the OS to be reinstalled without needing any disks or advanced configuration:

                              1. Open Windows* Settings (from the start menu, or by using the "Windows* Key + i" combo)
                              2. Go to Update & Security > Recovery
                              3. Under "Reset this PC" choose to get started.
                              4. Choose to Keep my files (saves your desktop, downloads, pictures, and all the other standard user folders), or remove everything. Regardless of your choice, you will need to manually reinstall any user programs that did not come preinstalled with your computer. 
                              5. Follow any prompts (there aren't many), your system may restart a couple of times, and before you know it you'll be back on a clean desktop screen.

                              Even though there is an option to keep your files, we always recommend to back up any important data. 

                              If this is not an option that you're willing to consider at this time, don't worry. In that case we would like to take a look at your Event Viewer logs and WLAN report to try and investigate further:

                              1. Event Viewer logs:
                                  1. Right click the start menu, select Event Viewer from the list.
                                  2. On the left-most panel, expand the Windows Logs category.
                                  3. Right click on System and choose to clear logs, then clear (or save and clear if you want to save a copy of your old logs).
                                  4. Close or minimize the event viewer, try and fail to pair some devices.
                                  5. Open the event viewer again > windows logs > Right click System and "Save All Events As..."
                                  6. After naming the file, choose to include display information for English if available.
                              2. WLAN Report:
                                  1. Right click your start menu icon and select Command Prompt (Admin) from the list.
                                  2. Enter: netsh wlan show wlanreport
                                  3. Go to C:\ProgramData\Microsoft\Windows\WlanReport\
                                  4. Upload the wlan-report-latest.html file along with your reply.

                              Note: If the event viewer logs are too large to attach, you may need to upload them to a file hosting service and share the link with us.

                              Best regards,
                              Carlos A.

                              • 12. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                                KennethEvans

                                Reset this PC is not an option.

                                 

                                I made the two files requested, and they should be attached.

                                 

                                As far as I can tell the antennas are working.  If I understand the Bluetooth protocol correctly, displaying the names (done in the inquiry stage) requires communication in both directions.  I have run Speedtest and get 72.35 Mbps, so the WiFi is apparently working.  So apparently I got the connections back all right, and both antennas are working.  The problem is likely in the drivers.  Unfortunately, the error messages are not very informative.

                                 

                                You didn't comment on the ibtwf.dat file.

                                 

                                Thanks for your help.

                                • 13. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  Hello KennethEvans,

                                   

                                  Sorry for that, meant to let you I was still looking into it. So far we couldn't find any information on that ibtwf.dat file. However, that fact that it's digitally signed should offer some relief, although it doesn't get us closer to figuring out what it's for or why it's there.

                                   

                                  Driver Signing - Microsoft HW Dev Center (In case you want to read about the subject).

                                   

                                  Looking at your WLAN Report, your connection rate looks healthier (you're now getting the expected rate for 802.11n). The previous result may have been erroneous somehow.

                                   

                                  Let's try the following, please test pairing your keyboard after each step:

                                   

                                  1. From Services.msc, restart the Bluetooth® Support Service
                                  2. Open Device Manager > Intel® Wireless Bluetooth® Properties > Advanced tab > Reset to Default.
                                  3. Still in Device Manager > Network Adapters > Right click on your Intel® Dual Band Wireless-AC 8260 and select Disable. Try pairing with WiFi disabled, note if there is a behavior change and enable the adapter again.

                                  4. Run the Network Reset tool: Type "Network Reset" on the taskbar search, or open Windows* Settings from the start menu > Network & Internet > Network Reset > Reset Now (make sure to let your PC reboot, or reboot manually).

                                   

                                  Best regards,
                                  Carlos A.

                                  • 14. Re: Dual Band Wireless-AC 8260 Discovers But Won't Pair
                                    KennethEvans

                                    Carlos,

                                     

                                    I did all 4 tests.  Unfortunately it still failed to connect after each one.

                                     

                                    I checked the date on ibtfw.dat and it has the same date as the other Intel drivers, so it is probably legitimate.  It would be nice to provide the Provider information, though.

                                     

                                    I also checked the version on all the Microsoft drivers under Bluetooth in Device Manager.  They are all 10.0.16299.nnn.  (nnn varies), so they are all from the Fall Creators Update.  I have run sfc /scannow with no problems, so presumably they are all ok.

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