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Honor Student
meanderville
Posts: 3
Member Since: ‎07-31-2014
Message 1 of 10 (233 Views)

bluetooth mouse x4000b stops operating

I'm running win 8.1 on an msi ge60 20e computer.

The computer had had some problems and has just been returned having been thoroughly tested by two independant entities.  New drive, no extraneous software.  So I have no reason to think the computer is a source of the problem.

The x4000b has new batteries installed.

 

The computer recognizes the mouse and pairs with it quickly and easily.

It operates well for just a few minutes.  Then the connection stops working and I need to plug in a wired mouse.

I have removed the mouse and re-installed.

I have turned the switch on the bottom off and then on....

Nothing seems to reanimate the device.

Is this just a bum device or am I missing something?

 

 

HP Support Agent
Dunidar
Posts: 5,320
Member Since: ‎09-03-2013
Message 2 of 10 (208 Views)

Re: bluetooth mouse x4000b stops operating

[ Edited ]

Hello meanderville,

 

Welcome to the HP Forums, I hope you enjoy your experience! To help you get the most out of the HP Forums I would like to direct your attention to the HP Forums Guide First Time Here? Learn How to Post and More.

I understand that you are having issues with your HP X4000b Bluetooth Mouse on your working for any length of time on our computer running Windows 8.1. As it seems to work for a few minutes after it pairs I suspect that you may have a process or program running that is interferring with the mouse. I can see two options here.

 

Option 1

 

Try the mouse on another computer see if the issue persists. If the issue does persist I think it would be best if you contact HP Technical Support for repair options.

 

Option 2

 

Use the HP Support document: Using Microsoft System Configuration (Windows 8), to disable all your startup items and processes and see if it works. If it works use the 50/50 method to reactivate the processes to see which is causing the issue. Again if the issue persists and disabling the startup items and processes does not work then I think it would be best if you contact HP Technical Support for repair options.


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Honor Student
Jaybp
Posts: 4
Member Since: ‎12-12-2014
Message 3 of 10 (128 Views)

Re: bluetooth mouse x4000b stops operating

Hello

 

I am using windows 7 on Zboo15 and Lenovo laptop. Mouse only works with the latter laptop.

 

Thanks

Bharat

Teacher
beatgr
Posts: 89
Member Since: ‎01-14-2009
Message 4 of 10 (117 Views)

Re: Bluetooth mouse x4000b stops operating

[ Edited ]
The antennas for Wi-Fi and Bluetooth are shared.
They are normally placed between the LCD screen and plastic shell of laptop.

MSI used Different OEM suppliers for the Wireless LAN (Wi-Fi) and Bluetooth feature.

MSI Support:
How to know which WiFi and Bluetooth card was installed inside my laptop?
http://www.msi.com/files/pdf/Wierless_EN.pdf

IF you have the Intel® Dual Band Wireless-AC 7260 card installed,
THEN you will need to update the Bluetooth 4.0 Driver for this card.
Intel updated these Drivers 3 weeks ago (November 19, 2014).

I personally use this Intel® 7260-AC card on both of my desktop computers (Windows 8.1 Pro, custom in legacy HP cases), and their update will resolve the issue.

Intel® Dual Band Wireless-AC 7260
SUPPORT PAGE
http://www.intel.com/p/en_US/support/highlights/wireless/db-ac7260

Intel® Dual Band Wireless-AC 7260
OS Drivers (Download Page)
CAREFULLY Examine, in order to Install Correct OS Driver.
https://downloadcenter.intel.com/SearchResult.aspx?lang=eng&FamilyId=1783&ProductID=3714&amp...
Honor Student
Jaybp
Posts: 4
Member Since: ‎12-12-2014
Message 5 of 10 (95 Views)

Re: Bluetooth mouse x4000b stops operating

Hello

 

There is no lable either at the bottom of my laptop or when i removed the laptop battery. 

 

Any other way of finding out RF module?

 

Thank you

Bharat

Teacher
beatgr
Posts: 89
Member Since: ‎01-14-2009
Message 6 of 10 (93 Views)

Re: Bluetooth mouse x4000b stops operating

[ Edited ]
Jaybp --
You hijacked an earlier thread about an MSI computer and a HP peripheral (HP 4000b mouse).
In future, please start a NEW Thread for your Problem, related to HP computer and HP peripheral.
----
HP ZBOOK 15 Mobile Workstation Support Page
http://h20566.www2.hp.com/portal/site/hpsc/public/psi/home/?sp4ts.oid=5387800

DEVICE MANAGER (Shows hardware drivers installed) under Windows 7.
http://www.7tutorials.com/find-missing-drivers-hidden-components-device-manager

While you are there, LOOK for ANY Exclaimation Points in Yellow Triangles.
That means proper driver (Bluetooth, WiFi, etc.) has NOT been loaded for operation with Windows 7.

HP ZBOOK 15 -- Drivers and Software
http://h20566.www2.hp.com/hpsc/swd/public/readIndex?sp4ts.oid=5428369〈=en&cc=us

Latest BIOS, for the HP ZBOOK 15
Version: 01.21 Rev. A (18 Aug 2014)
Honor Student
meanderville
Posts: 3
Member Since: ‎07-31-2014
Message 7 of 10 (77 Views)

Re: Bluetooth mouse x4000b stops operating

You have given me hope!

 

I did check on the Bluetooth card as you suggested.

The decal on the back of the machine is very close to one of the choices you list in the link - RTL8723AE is listed for my machine - RTL8723BE is what is shown in the link which corresponds to a Twinhawn NB -159H HMC.

 

I have opened up my Device Manager and under Network Adapters I find that Realtek TRL8723AE and when I hit "Search for updated software " I get the message "The best driver software for your device is already installed."

 

Is there a different item I need to check on in Device Manager?

 

 

Teacher
beatgr
Posts: 89
Member Since: ‎01-14-2009
Message 8 of 10 (73 Views)

Re: Bluetooth mouse x4000b stops operating

[ Edited ]

Do a Google search on this Realtek wireless card ... and you will fill the page with complaints for the last 2 years (Dell, Ubuntu, HP, Lenovo, etc.) of BAD performance and support issues.

 

Personally, I would cut my losses and replace with a quality (better supported) IEEE 802.11ac (plus Bluetooth) card in that HP laptop.

 

This was from the Lenovo ThinkPad support site (using same card)

Software name:  Realtek RTL8723AE Bluetooth Software Support model     

ThinkPad X230s Support Date: June 14, 2013

 

Operating Systems Supported:

Microsoft Windows 8.1 (64-bit)

Microsoft Windows 8  (64-bit)

Microsoft Windows 7  (32-bit, 64-bit)

 

Refer to marketing materials to find out what computer models support which Operating Systems.

 

Version 3.744.744.052913 Support device

Realtek Bluetooth 4.0 + High Speed Chip

=== 

gb

Honor Student
meanderville
Posts: 3
Member Since: ‎07-31-2014
Message 9 of 10 (60 Views)

Re: bluetooth mouse x4000b stops operating

Arrrrrgh!
Okay, at least I know now that the problem isn't evil spirits.
So, if we pretend that I am a sometimes-capable but not expert computer guy, is it reasonable for me to try to replace that realtek card with a better product?
Is this major brain surgery?
btw, the computer is an MCI laptop.
Teacher
beatgr
Posts: 89
Member Since: ‎01-14-2009
Message 10 of 10 (55 Views)

Re: bluetooth mouse x4000b stops operating

[ Edited ]
Here is the MSI GE60 20E Product Support Page
http://www.msi.com/product/nb/GE60-2OE.html#hero-overview

SELECT from Task Bar on that Product Page : SUPPORT & SERVICE LOCATION

The MOST Recent BIOS Update is dated: November 24, 2014
Under Drivers, there are SEPARATE Updates for Bluetooth and Wireless LAN (common).

The Bluetooth functionality for these Wireless PCIe MiniCards is OFTEN routed via a USB 2.0 or USB 3.0 connection to the motherboard's Platform Controller Hub (PCH) chip.
http://en.m.wikipedia.org/wiki/Platform_Controller_Hub

This is WHY it is imperative that you have the LATEST BIOS for the computer and the motherboard's PCH Drivers for your Operating System !!!

Functional Issues with USB ports (Unexpcted Connect / Disconnect) are often masked by downstream usage (Bluetooth).
===
MSI does have a Support Forum, for their Laptops.
https://register.msi.com

gb
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation