Windows Discovers Bluetooth devices through plugable adapter but does not connect

#1

PC:
Dell Latitude E5440 - Windows 7 Pro 64 BIT
Bluetooth - Plugable 4.0LE

Plugged BTadapter into laptop, windows automatically installed. Windows saw this device as:
BCM20702A0 (Bluetooth radio)
Driver Version: 6.1.7601.23863

I have tried three different Bluetooth devices. (two sets of BT ear buds and my Motorola Razr cellphone) In each case Windows/BT adapter discovers/installs the Bluetooth device but is unable to CONNECT when I go to use the device.

I have gone to the plugable downloads website and downloaded different versions of the drivers, ran the .exe, uninstalled the previous adapter (device manager) and plugged adapter back in, however Windows keeps installing the same drivers. If the drivers are the issue, I don’t know how to force Windows toward the ‘older’ drivers. (or where these older drivers reside as the .exe doesn’t specify)

The only other diagnostic step I’ve taken is to go into services.msc and confirm that both Bluetooth entries are set to “automatic”.

Any help would be appreciated!

#2

Hi Steve,

Thank you for posting about your Bluetooth adapter. We have recently seen several situations similar to yours, and it turned out to be that Windows was installing an old Microsoft Bluetooth driver that conflicted with the Plugable drivers. Fortunately, in each case so far, we were able to get it working.

Could you run our diagnostic program? It will gather device information and installation logs that will tell me if this is the likely to be the problem.

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

http://plugable.com/support/plugdebug

When you run the program, it will create a zip file on your desktop with your computer name and the date. Please send that file directly to our support email address support@plugable.com and put “For Ticket #199252” in the subject line.

Thanks!

David
Plugable Support

#3

David,
Thanks for your response. Right now when I run your diagnostic tool it’s freezing during the initial “Refreshing System Information - CDROM” step. Start button is greyed out and no stop button is available. So I’ve just had to cancel the operation.
If you’ve heard of this before please let me know, or possibly provide me some other instructions. EG provide earlier drivers not in .exe format or let me know the install directory the .exe driver package are dumped to so I can manually point the device manager to that spot.

#4

Hi Steve,

It’s strange that the diagnostic is stopping there. Is your computer on a domain or a company computer?

We can gather some of the information manually. Could you please do this:

  1. Open an admin command prompt (https://technet.microsoft.com/en-us/l…)

1a. In the command window that opens, type:

Set devmgr_show_nonpresent_devices=1

(then press enter)

1b. In the same window, type:

devmgmt.msc

(then press enter)

  1. Device Manager will open. Click “View” then click “Show hidden devices”.

  2. Find and double click on Bluetooth Radios to expand the list.

  3. Take a screenshot or photo of the entire Bluetooth Radios section.

  4. Click Start then Run, and then enter the following into the box:

msinfo32.exe

  1. The System Information window will open. In that window, click File > Export and save the file in a convenient location as “199252info.txt”

  2. Please send me the screenshot from Device Manager and the 199252info.txt file at support@plugable.com.

Thanks!

David
Plugable Support

#5

David,
Yes this is a company computer. The fact that my BT device is discovered just doesn’t connect gives me hope it can be worked out though. I’ve just e-mailed the requested info to the e-mail address above.
Thanks,
Steve

#6

Hi Steve,

Thank you for sending that. I’m going to continue this through email as we discuss the results you sent.

#7

This issue was solved by having Steve run our diagnostic program and pnputil to get a list of third-party drivers, and then remove ones that were interfering with the Plugable adapter.

I will close this thread. If there are any questions or comments, please contact us directly at support@plugable.com. Thanks!

#8