Hi. I installed the software successfully, but I can't get my Bluetooth headphone to pair with my computer.


#1

I have a Dell Windows 7 Laptop computer and I installed the Plugable USB Adapter and I added my Bohm Bluetooth Headphones, but they won’t connect to my computer. It works successfully on my Dell Desktop Computer but not my Laptop Computer.


#2

Hello Jerry,

Thanks for writing in.

We are aware of some audio devices having issues in Windows 7 which we talk about in our blog article here — http://plugable.com/2017/02/07/blueto…

I’m not sure whether the Bohm headphone model you’re using might be having similar issues, but I would like to help.

Could you run our diagnostic program? It will gather device information and installation logs that will help me understand what is happening. It could just be that this is a driver issue and not the issue mentioned in the blog article.

To do this, please have the adapter plugged into your computer, then go to this page and follow the instructions there:

http://plugable.com/support/plugdebug

Once you get the file, please send it support@plugable.com and use the subject line “For Ticket #172224”.

Thanks!


#3

Just following up on this forum thread after working with Jerry on this issue.

It appears that the system already had a built-in Bluetooth adapter that was also based on Broadcom chips.

Dell Wireless 355 Module with Bluetooth 2.0 + EDR Technology

Unfortunately, Windows does a poor job of managing multiple Bluetooth adapters, and it conflicted with our adapter. In this situation there are generally the following options:

  1. Try to get the built-in adapter working. This is ideal since it frees up a USB port on the system.

  2. Attempt to turn off the built-in adapter in the BIOS/UEFI, then try to get our adapter working. This ensures that Windows no longer sees the adapter and we can help to get the Plugable adapter working.

  3. Attempt to disable the built-in adapter in Windows, then get the Plugable adapter working. This one can be challenging since Windows tends to try and reactivate devices that are only disabled on a software level. This is usually less of an issue in Windows 7, but can be tricky in Windows 10.

Option 1 was not viable. The laptop was designed for Windows XP, and the OS that was installed was Windows 7 32-bit, for which system was lacking any Bluetooth driver on Dell’s website. Furthermore, the Microsoft Update Catalog did not have any drivers registered for this Bluetooth module.

Since Option 1 wasn’t an option, we tried Option 2 which was successful.

The typical way to do this is to restart the computer, then access the BIOS/UEFI configuration menus to look for an option to disable the built-in Bluetooth adapter. Usually the boot splash screen before Windows loads will have information on which key to press to access this menu and will likely call it “System Configuration” or something similar. The typical keys to access this menu are F2, F10, F12, or Delete (but this is not an exhaustive list). Sometimes this requires some driver cleanup afterward, but in this case it wasn’t needed.

We can usually help to identify and resolve issues like this. If you’ve reached this thread seeking assistance the resolution here may not be applicable in your particular case. Please feel free to contact us at support@plugable.com so that we may better assist.


#4