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VicentCB
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RTL8821CE bluetooth going to standby every 3 seconds

HP Recommended
Pavilion Gaming - TG01-0229ng
Microsoft Windows 10 (64-bit)

Hello, 

 

I have recently bought a mouse and keyboard with bluetooth connection. Unfortunatelly, when I am using the set on my desktop PC it is not workiing properly. When I stop typing or moving the mouse for ~3seconds and the I start using it again, there is a 1 second delay between my input and the PC reaction. 

 

I have a strong feeling that it is the RTL8821CE that is sending the bluetooth transceiver to standby mode. Reason to believe this is that if I pair my bluetooth headphones and start streaming music, then the keyboard and mouse work perfectly well. Moreover the keyboard+mouse set is working perfectly fine on other computers.

 

I have tried to disable the "Allow the computer turn off this device to save power" option in Power managment of the RTL8821CE in the device manager. However the problem is persisting. 

 

What are your recommendationis/suggestions to fix this issue?

 

BR,

Vicent

5 REPLIES 5
Echo_Lake
HP Support Agent
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Message 2 of 6
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@VicentCB

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC 
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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VicentCB
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Message 3 of 6
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Hello Echo_Lake, 

Thanks for your answer. 

Unfortunatelly I must say that I am still experiencing the same issue. 

I have performed the updates following the steps you suggested, although I must say that none of them was related to the bluetooth. 

 

I look forward to hearing from you soon with some other alternative. 

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Echo_Lake
HP Support Agent
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@VicentCB

Thank you for posting back. 

 

The Bluetooth driver for your device might be in an error state or corrupted. Uninstall the device using Device Manager, and then pair it to the computer to reinstall the driver.

  1. Open Device Manager, and then click the arrow next to Bluetooth to view the currently installed devices.

    Example of non-wireless products interfering with wireless performance
  2. In Device Manager, right-click the device you are trying to pair, and then click Uninstall device.

  3. On the confirmation screen, click Uninstall. The device is removed from the list.

  4. Restart the computer to reset any wireless connections.

  5. Try to pair.

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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VicentCB
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Hello Echo_Lake, 

I have preformed the mentioned steps, but still I am experiencing the same issue. 

What are next actions?

BR,

Vicent.

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Echo_Lake
HP Support Agent
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@VicentCB

Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows)You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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