1 2 Previous Next 22 Replies Latest reply on Nov 27, 2016 10:15 AM by lucal

    AC 7260 Bluetooth mouse stops connecting

    damole

      My PC Specialist Optimus V (Clevo W350) has a factory fitted AC 7260.  The machine is running Windows 8.1.  I have two bluetooth mice and both keep disconnecting.  I've un-ticked, ' Allow this computer to turn off this device to save power'.  Sometimes the mice won't be discoverable again unless I un-install the adapter and reboot.  These mice work fine on other computers.  It's the same whether I use Windows own generic driver or the latest Intel driver.

       

      Any ideas?  I have the non-AC version of this adapter in another computer and don't remember having this problem..  Maybe I should swap them for a while although I would miss the higher WiFi speeds.

        • 1. Re: AC 7260 Bluetooth mouse stops connecting
          aleki_intel

          damole,

           

          Please check this solution and let us know if it helped you resolve this issue: Intel® Wi-Fi Products — Connecting to Devices Using Bluetooth® Technology

          • 2. Re: AC 7260 Bluetooth mouse stops connecting
            srberard

            I've been having the same problem on my HP Spectre x360.  The Bluetooth mouse and keyboard stop working randomly.  This typically happens every 2-4 hours.  Disabling/Enabling Bluetooth in the Control Panel restores the devices again (for a while).

             

            I've tried both the officially HP packaged drivers for my machine as well as the latest Intel drivers.  I experience the same problem with both drivers.

            • 3. Re: AC 7260 Bluetooth mouse stops connecting
              damole

              aleki_intel, which solution are you suggesting, I don't see anything specifically related to my problem?

              • 4. Re: AC 7260 Bluetooth mouse stops connecting
                aleki_intel

                damole,

                 

                In this particular case we recommend the following below after you downlowded the respective drivers.

                 

                1. Download Intel® PROSet/Wireless Software for Bluetooth® technology for Windows 8.1* 64-bit (WP), version 17.1.1531.1764

                -  Go to Control Panel - Programs and Features and Uninstall "Intel® PROSet/Wireless Software for Bluetooth® technology", if it is installed. Uninstall any patch first, then any other version that may have remained). When prompted, choose the option to "Discard settings".

                -  In Control Panel, Device Manager, Bluetooth Radios, right click on the Intel® Wireless Bluetooth® and Uninstall it. Make sure you mark the option to "Delete the driver software for this device".

                -  Reboot the PC or scan for hardware changes, check device manager again and if an older driver is detected and installed, repeat the actions to uninstall and delete it as well. Repeat this process until the OS does not allow deleting the driver, or until the controller shows as Unknown Device.

                -  Install the Intel® PROSet/Wireless Software for Bluetooth® technology downloaded before.

                 

                2. Download Intel® PROSet/Wireless Software for Windows 8.1*. version 18.21.0 File name: Wireless_18.21.0_e164.exe .

                -  Go to Control Panel, Programs and Features and Uninstall "Intel® PROSet/Wireless Software", if it is installed. When prompted, choose the option to "Discard settings".

                -  In Control Panel, Device Manager, Network Adapters, right click on the Intel® Dual Band Wireless-AC 7260 and Uninstall it. Make sure you mark the option to "Delete the driver software for this device".

                -  Reboot the PC or scan for hardware changes, check device manager and if an older driver is detected and installed, repeat the actions to uninstall and delete it as well. Repeat this process until the OS does not allow deleting the driver, or until the controller shows as Unknown Device.

                -  Install the Intel® Wireless driver. During the first steps of PROSet/Wireless installation,  make sure to customize the installation and install all the 3 driver components.

                • 5. Re: AC 7260 Bluetooth mouse stops connecting
                  damole

                  I followed the first part and removed all sign of BT drivers.  Now my bluetooth driver shows up in device manager with the message, "Unknown USB device (device descriptor request failed".

                  • 6. Re: AC 7260 Bluetooth mouse stops connecting
                    aleki_intel

                    damole,

                     

                    Did you install the Bluetooth* software informed in my previous post?

                    • 7. Re: AC 7260 Bluetooth mouse stops connecting
                      damole

                      The device is showing again after rebooting.  I did do that first but it didn't work, I will try again.  Since then I've plugged in a generic BT adapter that came with a mini BT keyboard and that works fine out of the box with no disconnects so it's definitely not the mouse.

                      • 8. Re: AC 7260 Bluetooth mouse stops connecting
                        damole

                        I followed the procedure, the mouse worked for 2 days then just stopped.  It was still showing as connected but the mouse pointer stopped moving.  I tried disabling and re-enabling the device in device manager, turning it off and on in Windows 8 devices, un-pairing and pairing but nothing will make the mouse pointer respond.  After several attempts the mouse will no longer pair.

                         

                        I have a generic BT adapter that came with a mini keyboard and if I plug that in I can pair the mouse and use it normally.  Is it possible the adapter is faulty?

                        • 9. Re: AC 7260 Bluetooth mouse stops connecting
                          aleki_intel

                          damole,

                           

                          Could you provide the brand and model of  mouse and mini keyboard?

                          • 10. Re: AC 7260 Bluetooth mouse stops connecting
                            damole

                            Microsoft Sculpt Touch mouse, Riitek BT-MWK02.

                            • 11. Re: AC 7260 Bluetooth mouse stops connecting
                              CrossFitFreedom

                              How many more weeks/months have to pass before you guys come up with a viable solution for this garbage wireless adapter? Many of us bought machines without ethernet based on the advertised reliability of your dual band wireless adapters. I can't speak for everyone here but i personally spent a small fortune on my ultrabook and this has been the biggest disappointment.

                               

                              I read review after review before purchasing and all that anyone talked about was intels skylake processor which makes me wonder if intel and pc manufactures pay these guys. How could they not have experienced these connection issues?

                               

                              If you think I'm going to attach a USB WiFi dongle/extender/adapter/tether/duct taped coat hanger to this thing your stuck in 1998. You wouldn't put a cassette player in a tesla would you?

                               

                              The amount of threads on various support forums including intels regarding this issue is staggering. I thought i was inconvenienced, schools, businesses etc bought dozens if not hundreds of machines with this adapter installed and the best advice you can give these institutional clients is uninstall/reinstall? That's like my company's IT guy asking if i restarted my desktop when tell him it's taking too long to boot!? If you can't adequately service these institutions what chance do individuals like myself have at recurving an immediate fix!?

                               

                              I'm over it. HPs, Asuss(Asuss', Asus'ss...?), Lenovos and Intels support can go to "D-ell". You guys should seriously reconsider the word "support" in your job title. How in the hell is HPs warranty dept going to tell me they haven't heard of any issues relating to intels wireless adapter? I'm going to pull this adapter out like tom hanks pulled that cavity in cast away. And unless you want to me send me the 2015 ac-8260, 3165 or tri blend 17265 im going with your #1 competitor. And when my new wireless adapter is finally clocking speeds that your bs product brief claims im going to screen shot it and copy/paste the crap out of it and let the world know the $20 piece of garbage you put in my ferrari ultrabook is just that!

                               

                              And please for the love of God, do not reply with advanced adapter settings like change power sleep mode, fat channel intolerant, HT mode or your classic go-to...uAPSD. Unless you have a VIABLE SOLUTION don't say anything. I'll take that as "we sell bad products for a profit" and go about my business.

                               

                              I feel better already

                              • 12. Re: AC 7260 Bluetooth mouse stops connecting
                                lucal

                                Same problem, laptop ASUS G751JY, Intel Wireless-N 7260 Plus Bluetooth (PCI\VEN_8086&DEV_08B1&SUBSYS_C0708086&REV_6B), Microsoft PN7-00004 Mobile 3600 Mouse Bluetooth, Windows 10 x64 10586.318, latest intel drivers from:

                                 

                                Download Software Intel® PROSet/Wireless per la tecnologia Bluetooth® per Windows® 10 (BT_18.16.1_64_Win10)

                                Download Intel® PROSet/Wireless Software and Drivers for Windows® 10 (Wireless_18.40.0_PROSet64_Win10)

                                 

                                The mouse randomly disconnects for some seconds every day. No problems on other laptops not using Intel BT.

                                Please Intel release decent and reliable drivers for 7260.

                                • 13. Re: AC 7260 Bluetooth mouse stops connecting
                                  aleki_intel

                                  lucal,

                                   

                                  Intel has recently released a new version of the Bluetooth* Drivers ( version: 19.00.1621). You are welcome to try them. Please access this link: Download Intel® PROSet/Wireless Software for Bluetooth® technology for Windows® 10

                                   

                                  Best Regards,

                                   

                                  Aleki

                                  • 14. Re: AC 7260 Bluetooth mouse stops connecting
                                    lucal

                                    Thank you.

                                    Will test it in the next couple of weeks/months with 2 BT devices:

                                    • Microsoft PN7-00004 Mobile 3600 Mouse Bluetooth (HID\{00001812-0000-1000-8000-00805f9b34fb}_Dev_VID&02045e_PID&0916_REV&0100&Col01)
                                    • Steelseries Stratus XL gamepad controller (USB\VID_1038&PID_B360\1258588062)

                                     

                                    My config:

                                    • laptop ASUS G751JY (BIOS 211)
                                    • Intel Wireless-N 7260 Plus Bluetooth (PCI\VEN_8086&DEV_08B1&SUBSYS_C0708086&REV_6B)
                                    • Microsoft PN7-00004 Mobile 3600 Mouse Bluetooth
                                    • Windows 10 x64 10586.420
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