My Bluetooth system is broken

[MimiB21]

While I'm using my headset, it randomly disconnects itself, but still shows as connected on my laptop. So, I try turning Bluetooth off and when I turn it back on, it takes a second until the option disappears. As shown in the screenshot. The Bluetooth option is supposed to be where the airplane mode is.

I also noticed in device manager that the Bluetooth section is mostly greyed out, but only see them after showing hidden and the Bluetooth adapter has a error sign on it.

 I have learned I can temporarily fix it after force shutting it down and it comes back and works fine for a while, but the issue always seems to come back through out the day, and I really don't know how to fix it permanently. I have tried disabling power saving, using commands on the command prompt to fix the issues, repairing the headset, uninstalling the adapter and restarting, uninstalling and reinstalling the adapter from hp drivers and software website, updating the driver, 

All the other greyed out things in there all show this in properties.

[Hawks_Eye]

Hi @MimiB21 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand the Bluetooth issue you're experiencing. Thank you for outlining the troubleshooting you've already completed. Based on the screenshots and the behavior you described, the key details are:

• The Bluetooth toggle disappears from Windows after being turned on.
• The headset disconnects while still appearing connected.
• The MediaTek Bluetooth Adapter shows Code 43 ("Windows has stopped this device because it has reported problems").
• Hidden Bluetooth devices show Code 45 ("hardware device is not connected").
• A full shutdown temporarily restores functionality, but the issue returns later.

Since you have already reinstalled drivers, updated drivers, repaired the headset, disabled power saving, and reinstalled the Bluetooth adapter, we should focus on the Bluetooth hardware initialization and wireless module recovery process.

Please let us know:

What is the exact HP computer model?

• Example: HP Victus 15-faxxxx, HP ENVY x360, HP Pavilion 15-egxxxx, etc.

What version of Windows are you using?

• Windows 11 24H2
• Windows 11 23H2
• Windows 10

When the problem occurs, does Wi-Fi continue working normally, or does Wi-Fi also disconnect temporarily?

• This is important because the MediaTek Bluetooth and Wi-Fi functions are typically part of the same wireless card.

Have you already updated the BIOS to the latest version available for your HP model?

When the Bluetooth disappears, if you open Device Manager and select:

• View
• Show hidden devices

From the screenshots, the MediaTek adapter itself appears to be reporting a hardware communication failure to Windows rather than a headset-specific issue. The fact that a complete shutdown temporarily restores operation provides a useful clue toward determining whether the wireless card is losing communication after waking from normal operation.

Once we have the HP model, Windows version, and Wi-Fi behavior, we can provide the next troubleshooting steps targeted specifically to the MediaTek wireless module.

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[MimiB21]

The computer model is Victus Gaming Laptop 15-fa0033dx, Windows 11 25H2, Wi-Fi works normally, and BIOS (I'm assuming updates with laptop updates and if not, how do I do so) is up to date.

[Hawks_Eye]

Hi @MimiB21

Thank you for providing the model details. I appreciate the troubleshooting you've already completed, including reinstalling drivers, updating drivers, repairing the headset, adjusting power settings, and testing multiple recovery methods.

Based on the information provided:

• The MediaTek Bluetooth Adapter is reporting Code 43 ("Windows has stopped this device because it has reported problems").
• The Bluetooth toggle disappears from Windows when the issue occurs.
• Wi‑Fi continues to function normally.
• A complete shutdown temporarily restores Bluetooth functionality.
• The issue returns intermittently throughout the day.

This points less toward the headset itself and more toward the Bluetooth portion of the wireless module losing communication with Windows after the system has been running for some time.

Please try the following steps:

1. Confirm the BIOS Version

Since Windows Update does not always install BIOS updates, verify the currently installed BIOS version.

1. Press Windows + R.
2. Type msinfo32 and press Enter.
3. Note the BIOS Version/Date.
4. Compare it with the latest BIOS available for the HP Victus 15-fa0033dx on HP Support.

2. Restore BIOS Defaults

Even when BIOS is current, restoring defaults can help reinitialize embedded wireless components.

1. Restart the notebook.
2. Tap Esc repeatedly during startup.
3. Press F10 to enter BIOS Setup.
4. Press F9 to load default settings.
5. Select Yes.
6. Press F10 to save and exit.

3. Perform a Wireless Module Power Reset

Since a full shutdown temporarily resolves the issue, perform a complete hardware reset.

1. Shut down the notebook.
2. Disconnect the AC adapter.
3. Hold the Power button for 15 seconds.
4. Reconnect the adapter.
5. Start the notebook and test Bluetooth.

4. Run HP Hardware Diagnostics

1. Open the HP App.
2. Go to Support > Diagnostics & Tools.
3. Run the Bluetooth and Wireless Connectivity tests.
4. Note any failure IDs or reported errors.

5. Check Bluetooth Behavior When the Failure Reappears

When Bluetooth disappears again:

1. Open Device Manager.
2. Expand Bluetooth.
3. Right-click MediaTek Bluetooth Adapter.
4. Open Events and provide a screenshot of that tab.

The Events tab often shows whether the device is repeatedly disconnecting from the system bus, which helps determine whether the issue is driver-related or a communication issue between Windows and the wireless module.

Regards,

Hawks_Eye