Win 7 -- MS Bluetooth mouse quits working; other BT devic not recognized
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Monday, June 25, 2012 3:08 AM
I have a Dell XPS 15 which in device manager shows (1) Intel Centrino Wireless Bluetooth 3.0 + High Speed Adaptor, and (2) Microsoft Bluetooth Enumerator.
For some time now I've been using a MS BT mouse (which stays installed), and a BT headset which I believe reinstalled a driver each time I turned it on.
Recently the BT mouse quit working.
(1) I checked the batteries and they were good but I changed them anyway. Nothing. So I thought the mouse had died. Then I noticed that my BT headset was no longer recognized on the computer. So the problem must be with the BT on the computer.
(2) I right-clicked on the BT mouse and uninstalled it. Then I set it up to discover again and everything worked fine for a few minutes; then it quit again. I did this several times.
(3) I tried to install the headset but when I set it to pair (flashing red and blue), the computer will no longer recognize it.
(4) Now when I right-click on the MS BT mouse, the option to uninstall it is no longer present. Therefore I cannot try to reinstall it since it won't uninstall. When I set it to pair (flashing green and red) the computer no longer recognizes it -- but then it's already installed, even though it doesn't work, and has no option to uninstall on right click).
Any thoughts are welcome!
Dale
stlsailor1
- Edited by stlsailor1 Monday, June 25, 2012 3:08 AM
All Replies
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Monday, June 25, 2012 5:55 PM
You need to contact Dell Technical Support for assistance with your problem. You have a problem with either the third party piece of BT hardware or the third party software driver for it. You may need to update the software driver, the BT firmware, or the system BIOS. Have you checked the Dell Support website for updates to you computer?
Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread. ”
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Tuesday, June 26, 2012 9:00 AMModerator
Hi,
You can test the BT headset on another computer. If it works without problem, you can identify the issue is not related to the hardware. If not, please contact Microsoft hardware support to examine the device.
http://www.microsoft.com/hardware/en-us/support
If the issue is related to the system, please test it in Safe Mode first. Except updating BIOS, chipset from Dell website manually, please check if any changes is made recently.
Niki Han
TechNet Community Support
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Wednesday, June 27, 2012 5:21 PMI do plan to contact Dell as soon as I get time. I had thought since right-clicking the BT mouse did not show an option to uninstall, there might be a Windows problem, perhaps with some services or something. The underlying problem, though, may very well be a hardware problem.
stlsailor1
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Wednesday, June 27, 2012 5:27 PM
My other computers don't have BT. But I do use the headset regularly on my cell phone with no problems. And, although it doesn't make sense otherwise, I did pair the mouse with the cellphone just to confirm the problem wasn't in the mouse either. Since the peripherals pair/work with the celllphone, the problem I guess must be in the laptop--either in the BT hardware card in the machine, or something to do with Windows.
Dale
stlsailor1
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Wednesday, June 27, 2012 6:26 PM
Windows 7 does have some BT support built-in it, but it is not a fully fuctional implemetation. Windows uses universal drivers without all the manufacturer support.
The best way to have maximum functionality is to have the BT drivers and software utilities that are intended for your BT hardware.
BT support in Windows is about like video support in Windows - it is very basic and does not give you full functinality in either case.
Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread. ”
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Wednesday, July 04, 2012 3:11 AM
Dell over the phone finally could only offer the option of doing a factory restore which I'm not yet ready to do. They finally agreed to send a technician out and he replaced the BT/Wireless card today, but the problem remains. He also reinstalled all the drivers (something I had previously done) so there should be no problem there.
He tried to pair his phone with the computer. He got a screen asking him to confirm a number on his phone screen, but nothing showed up on the computer. When he hit OK on the phone he got a message that the number was incorrect.
When I try to pair my phone with the computer, it finds the computer when it scans, but when I hit <Pair> I get a message "Cannot establish communication". Again, nothing shows up on the computer screen.
Given that the mouse, headset and cellphone all pair together fine, and the card has been replaced, I'd think it must be a software problem on the computer. But I'm running out of options as to where to look further.
stlsailor1
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