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- Driver Issues for Bluetooth

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04-14-2023
09:13 AM
- last edited on
04-14-2023
10:42 AM
by
MayS
Hi
I am having major problems connecting wireless headphones to my USB Bluetooth dongle.
On my windows 10 device there is no latest version of drivers available, please help us to install or update the latest version of Bluetooth drivers to my windows 10 21H1 device.
Microsoft have checked and the drivers seems to be outdated.
Could you please update my device to the latest version of Bluetooth drivers.
I enclose below the conversation with Microsoft I have had today.
Thanks
Matthew
[Personal Information Removed]
CHAT WITH MICROSOFT
Please click on alllow
April 14, 2023, 2:21 pmShrujana
Ok, when i go in settings theres no ption to switch on bluetoot, do you see?
April 14, 2023, 2:22 pmMatthew
I got it
April 14, 2023, 2:22 pmShrujana
Could you please click on allow to get me an accesS?
April 14, 2023, 2:23 pmShrujana
where?
April 14, 2023, 2:23 pmMatthew
at the top
April 14, 2023, 2:23 pmShrujana
If you get a prompt please click on yes
April 14, 2023, 2:26 pmShrujana
ok. you understand im trying to connect these headphones and after plugging in and installing disk (USB plug in for wireless), I lost option to even switch bluetooth on?
April 14, 2023, 2:28 pmMatthew
I understood your issue, not to worry we ill fix it
April 14, 2023, 2:28 pmShrujana
i hope so, thanks
April 14, 2023, 2:28 pmMatthew
Matthew, we will restart your device once
April 14, 2023, 2:39 pmShrujana
I have saved the chat rejoin link on your desktop
April 14, 2023, 2:39 pmShrujana
Please click on it once the restart is done
April 14, 2023, 2:39 pmShrujana
ok, so you will restart it?
April 14, 2023, 2:40 pmMatthew
or should I?
April 14, 2023, 2:40 pmMatthew
I will do it for you
April 14, 2023, 2:40 pmShrujana
ok, thanks, go for it, fingers crossed....You think you have fixed it?
April 14, 2023, 2:41 pmMatthew
I hope it works
April 14, 2023, 2:42 pmShrujana
should i try?
April 14, 2023, 2:42 pmMatthew
Sure
April 14, 2023, 2:42 pmShrujana
or shall i reclick on that icon?
April 14, 2023, 2:43 pmMatthew
to give you access?
April 14, 2023, 2:43 pmMatthew
Its the same...
April 14, 2023, 2:44 pmMatthew
Please help me with the access
April 14, 2023, 2:44 pmShrujana
I will check
April 14, 2023, 2:44 pmShrujana
Its that dongle you can see listed on the bluetooth section that I tried to install to link headphones. Instead ,Ive gone backwards and cant swich on Bluetooth at all....
April 14, 2023, 2:46 pmMatthew
I meant please launch quick assist
April 14, 2023, 2:46 pmShrujana
I will provide you the code
April 14, 2023, 2:46 pmShrujana
ok...
April 14, 2023, 2:47 pmMatthew
ready for code...
April 14, 2023, 2:47 pmMatthew
Please enter the code EEHARB and click on share screen.
Please take a moment to review the terms of use on this page. If you accept the terms, please click on Allow.
April 14, 2023, 2:47 pmShrujana
I can only enter 5 didgits
April 14, 2023, 2:48 pmMatthew
Please try once more
April 14, 2023, 2:49 pmShrujana
aha
April 14, 2023, 2:49 pmMatthew
there you go
April 14, 2023, 2:49 pmMatthew
Thank you for allowing me to access your computer.
We are connected now, please excuse my silence while I work on your computer and it is recommended to stay active on the chat session.
April 14, 2023, 2:49 pmShrujana
please click on allow
April 14, 2023, 2:50 pmShrujana
At the top
April 14, 2023, 2:50 pmShrujana
Matthew, are we still connected?
April 14, 2023, 2:51 pmShrujana
yes
April 14, 2023, 2:51 pmMatthew
sorry,
April 14, 2023, 2:51 pmMatthew
Please click on allow at the top
April 14, 2023, 2:51 pmShrujana
I see your device doesn't have latest version of Bluetooth drivers that is the reason you are facing this issue
April 14, 2023, 2:55 pmShrujana
Ok, can I fix that? I thought thats what the disk I tried to install was for. It was sent with the USB Bluetooth conector. The disk is still in the drive..
April 14, 2023, 2:56 pmMatthew
Yes you need to contact your manufacturer and ask them to update latest version of Bluetooth drivers to your device,
April 14, 2023, 2:57 pmShrujana
Because as you are able to see bluetooth drivers has 2016 and that is very old and your device is not supporting that device
April 14, 2023, 2:57 pmShrujana
Your device is latest version of operating system that is 21H@ and your on your manufacturer website there is no drivers for 21H2
April 14, 2023, 2:58 pmShrujana
So who do I contact. I purchased the computer refurbished about a week ago...
April 14, 2023, 2:58 pmMatthew
So, its probably unlikely I can fix it?
April 14, 2023, 2:58 pmMatthew
We need you to contact HP support, and ask them to update latest version of drivers to your device
April 14, 2023, 2:58 pmShrujana
Ok, but before I downloaded the disk I could atleast switch bluetooth on and off , can you fix that?
April 14, 2023, 2:59 pmMatthew
How do I contact HP, with what information and who? I wouldnt know what to white and to where exactly?
April 14, 2023, 3:00 pmMatthew
Matthew, that will work, only if those drivers are supporting your device. this cause because if improper drivers or outdated drivers , that is the reason I am requesting you to contact manufacturer to update the drivers to your device
April 14, 2023, 3:00 pmShrujana
But it was working (switching bluetooth on and off an hour ago before i downloaded disk driver for the dongle...
April 14, 2023, 3:01 pmMatthew
Its that dongle
April 14, 2023, 3:05 pmMatthew
Okay Matthew
April 14, 2023, 3:06 pmShrujana
Are you able to te what information I need to send and what i need to ask for and where to send that exactly please?
April 14, 2023, 3:06 pmMatthew
I know HP, but what exactly should I say and to a particular email address?
April 14, 2023, 3:07 pmMatthew
I will do one thing, I will email you with this chat transcript, and also I will send you the response what you have to type please show them.
April 14, 2023, 3:07 pmShrujana
ok, great, then they will send me the relevant updates? I mean can it definately be fixed or maybe the computer is too old. It was only a cheap one...
April 14, 2023, 3:08 pmMatthew
No as I sai the drivers are vey old once they have updated to latest version of drivers to your device it will fix the issue for sure
April 14, 2023, 3:08 pmShrujana
Ok, if I have problems after I can come back to you guys and send them this transcript...
April 14, 2023, 3:09 pmMatthew
My email is
April 14, 2023, 3:09 pmMatthew
Sure, I will email you with the same chat rejoin link please get back to us, if you have any query we will continue further
April 14, 2023, 3:09 pmShrujana
hiblin@**bleep**
April 14, 2023, 3:09 pmMatthew
Ok, but I must email HP, or can you and cc me in?
April 14, 2023, 3:10 pmMatthew
As we are from Microsoft we do not have access to contact them.
April 14, 2023, 3:10 pmShrujana
You have to contact them manually Mattheew. I do not want our customers let go without providing resolution
April 14, 2023, 3:11 pmShrujana
OK, well tell me what to write and the email to send and I will do so. Ill enclose this chat so they can see what is going on?...
April 14, 2023, 3:11 pmMatthew
OH, ok, brilliant
April 14, 2023, 3:12 pmMatthew
We will try to sort it now you mean?
April 14, 2023, 3:12 pmMatthew
Sure, please tell them that, on my windows 10 device there is no latest version of drivers available, please help us to install or update the latest version of Bluetooth drivers to my windows 10 21H1 device
April 14, 2023, 3:12 pmShrujana
tell them Microsoft has been checked and the drivers seems to be outdated
April 14, 2023, 3:13 pmShrujana
Please ask them to update latest version of Bluetooth drivers to your device.
April 14, 2023, 3:14 pmShrujana
I am also sending you the chat transcript once this chat is ended.
April 14, 2023, 3:16 pmShrujana
Please show them as a proof
April 14, 2023, 3:16 pmShrujana
Ok and where am I sending this?
April 14, 2023, 3:18 pmMatthew
On your browser type hp support, you will contact us link, they might have chat support, as well as call support I am not aware because we Microsoft doesn't know how their process works, some of our customers said they have chat as well as call support
April 14, 2023, 3:19 pmShrujana
Yes I was able to see it, and it seems to be perfect
April 14, 2023, 3:20 pmShrujana
lol, ok
April 14, 2023, 3:20 pmMatthew
Sorry
April 14, 2023, 3:20 pmShrujana
No thats good
April 14, 2023, 3:20 pmMatthew
Great! Thank you for understanding!
April 14, 2023, 3:21 pmShrujana
Is there anything else I can assist you with?
April 14, 2023, 3:21 pmShrujana
Ok, but where am I sending it exactly, is there an HP support address?
April 14, 2023, 3:21 pmMatthew
OK, then I will probably wait some days and if I cant sort it on my own come back to you.
April 14, 2023, 3:22 pmMatthew
Also Ive got an email about our chat but not the chat, that will come after we close it?
April 14, 2023, 3:22 pmMatthew
I am sending it right away after the chat is ended.
April 14, 2023, 3:23 pmShrujana
Because I am able to send it once the chat is ended.
April 14, 2023, 3:24 pmShrujana
Ok, so Ill send it all and wait, to the "contact us" on HP you showed me?
April 14, 2023, 3:24 pmMatthew
Sure
April 14, 2023, 3:24 pmShrujana
Right Ill do that right away. Thank you for doing everything you have. The customer service has been amazing. I would have ended up sending it back (the dongle) and giving up) but I really need to have wireless headphones. So thanks v much, you have been v patient and thorough. Much appeciated.
April 14, 2023, 3:26 pmMatthew
it's my pleasure, I do not want you let go without providing resolution but the drivers were very important. So I am requesting you to contact the manufacturer, but I assure the isssue will be fixed
April 14, 2023, 3:26 pmShrujana
I am glad to hear this Matthew.
April 14, 2023, 3:26 pmShrujana
Is there anything else I can assist you with?
April 14, 2023, 3:27 pmShrujana
No thanks again. Best wishes and have a great rest of our day...
April 14, 2023, 3:27 pmMatthew
Your feedback is important to us. Please stay in this chat window to tell us about your experience!
April 14, 2023, 3:27 pmShrujana
You're such a kind and understanding person.
April 14, 2023, 3:27 pmShrujana
Thank you, the remote session has been disconnected and I do not have access to your computer now.
April 14, 2023, 3:27 pmShrujana
I certainly will, I will certainly give you top marks youve been amazing!
April 14, 2023, 3:27 pmMatthew
“Do contact us for any concerns related to Microsoft. We are just one chat away. I hope I was able to make your experience with Microsoft Support a positive one, again I am Shrujana. Thank you for choosing Microsoft Support. Make it a great day!”
April 14, 2023, 3:27 pmShrujana
Stay safe!
04-16-2023 03:12 PM
A headphone that uses wireless connection and one that uses Bluetooth connect to the PC using different dongles.
A wireless dongle generally uses 2.4 GHz and a security key bonded to the headset.
A Bluetooth headset uses a Bluetooth dongle 2.45 GHz.
Neither headset type will connect using the wrong dongle.
It would have helped if you had specified which device and its model name/product name.
I am a volunteer forum member. If my suggestion solved your issue, help others by marking that post as the accepted solution. Say thanks by clicking on the Yes button next to the "was this reply helpful?"