Plugable Bluetooth Dongle No Drivers Found (W10)

[nic_s]

The Plugable product with a Broadcom BCM20702 BT4.0 chip in it is showing up with a yellow warning in Device Manager and status:

This device is not working properly because Windows cannot load the drivers required for this device. (Code 31)
{Operation Failed}
The requested operation was unsuccessful.

Tried updating the drivers automatically WU - doesn’t find or install any driver, says it is up to date.

Downloaded manually from Softpedia or WU catalog (cab file) and trying to install from Device Manager gives error message “drivers are not suitable for this platform”. I’m running latest Windows 10 Home.
Filename: 20925359_273803a5d756bf50f07e5f73e15f18878bdcdf8b.cab

Tried this, also doesn’t work: https://support.plugable.com/t/usb-bluetooth-adapter-not-working-with-windows-10/9704/2
In fact, after restart, all bluetooth devices stopped working, and after re-pairing, my speakers would only play audio in half-second stutters. Needless to say that shit was uninstalled immediately.

Plugdebug log: https://drive.google.com/file/d/1hbT9QzctcTXWZP7vjbWtlFUKOLxm25NU/view?usp=sharing

This motherboard has its own Bluetooth functionality, but because the tower is far from workspace, I need another receiver closer to the keyboard/mouse for better signal. Connected via high quality USB3.1 AC-powered hub.

Kindly advise, thanks in advance.

[plugable_andy]

Hello,

Thanks for giving us a chance to help!

Looking at the logs provided, there are multiple issues happening here. The two primary problems are:

• You have a built-in Bluetooth adapter that is part of your Intel(R) Wireless-AC 9260
• You have installed the 12.0.1.940 driver which is not compatible with current versions of Windows 10

As noted in our product information on our website and retailers’ websites, the adapter is designed for computers that do not already have Bluetooth. This is in part because Windows has a limitation where it cannot manage more than one Bluetooth radio at a time.

Typically in these situations, we recommend getting the built-in Bluetooth working, rather than trying to force the system to use our adapter.

I will continue to work with you via your support ticket to address this.

[nic_s]

Hello Andy, thank you for the quick reply, really appreciate it.

Are you able to advise or provide the appropriate driver for the latest version of W10 please? Truth be told I don’t even know what version this is now since MS is constantly updating it.

I can disable the Intel Wireless as I’m switching to a wired connection today. Will that allow the Plugable BT to work properly? (Assuming proper driver installed as above.)

[plugable_andy]

Hi,

I have followed up with you via email as indicated in my last message.

For future reference, the appropriate driver for the Plugable Bluetooth adapter can be installed via the steps found here: https://kb.plugable.com/bluetooth-adapter/manual-install-procedure-of-1201750-driver-for-the-usb-bt4le-in-windows-10

[plugable_andy]

If you’re ultimately hoping to get the Plugable adapter working. The Intel adapter would need to be disabled in the BIOS, and the drivers that were installed by the 12.0.1.940 driver package would have to be scrubbed using pnputil.

[nic_s]

Updating for posterity: Issue was resolved by disabling “WAN Radio” in BIOS as suggested by Andy (thank you) and installing the drivers from his last hyperlink. Upon next boot, all BT devices played nicely with the Plugable USB. No other steps were necessary. No errors reported in Device Manager.

[plugable_andy]

I will follow up in your support ticket.

The guide on how to do this can be found here—https://kb.plugable.com/bluetooth-adapter/advanced-bluetooth-driver-removal-techniques#using-the-pnputil-command-to-discover-and-delete-conflicting-drivers-very-advanced-technique