Intel Bluetooth Driver fails to install "Users must remove the old package before install."

[V1K1]

Intel Bluetooth Driver fails to install with message "Users must remove the old package before install."

How do I remove the old package?

Driver details

SoftPaq number: sp79047 Version: 19.30.1648.920

Installation Failed: 8 Dec 18, 22 Dec 18, 22 Dec 18, 24 Jan 19

DOS box shows Windows ver 10.0.17134.523

[IT_WinSec]

Hello @V1K1 

Welcome to the HP Support Community.

• Do you try to manually install this , or it comes automatically via HP Support Assistant, or via Windows Update?
• Do you use your bluetooth (BT) adapter ? 
• Do you face any difficulties at the moment with the BT adapter ?

You may uninstall old versions if present via Control Panel -> Programs and features

and also via Control Panel -> Device Manager

[V1K1]

This package comes with the HP Support Assistant. I could not find anything wth the name "Bluetooth" under the Control Panel.  I deleted a "Bluetooth" selection under the Device Manager. The installation failed again. Bluetooth does not work on my laptop. It  recognises my phone and my TV but cannot talk to them. How can I uninstall the previous software on my laptop and install the package the HP Support Assistant wishes to install. Is there a problem with this fix - does the installation package not work? Has is been updated? Do other people have this problem? Has HP updated the fix/package? Is this the latest fix for this driver? Has anyone else reported this problem? Why wasn't the fix written so that it automatically updates the earlier software change or automatically uninstalls incorrect software and replaces it with the updates/fixes.

I am not happy deleting software from my operating system disk. Operating software should be uninstalled, not deleted because of the damage it can do to software it may communicate with.

[IT_WinSec]

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@V1K1 wrote:

This package comes with the HP Support Assistant. I could not find anything wth the name "Bluetooth" under the Control Panel.  I deleted a "Bluetooth" selection under the Device Manager. The installation failed again. Bluetooth does not work on my laptop. It  recognises my phone and my TV but cannot talk to them.

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There is nothing to uninstall then, probably you use some Windows built-in driver (Microsoft compatible driver).

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• Could you post your full HP product model and product number (p/n) - information shown here >> http://support.hp.com/us-en/document/c00033108
• Could you go to Start, type  winver   and  start the application. Could you tell me the build of Windows you use ?

[V1K1]

Thanks for trying to help me. I suspect I should just ring HP and ask how to delete the old copy of the driver. I just wish they'd write software that deleted the old software before it installed the new software. Thanks.

Here's the details you asked for:

Product Name: HP ENVY x360 Convertible 15-bp0xx

Product Number: 2LR66PA#ABG

Winver  Version 1803 (OS Build 17134.523)

DOS box shows Windows ver 10.0.17134.523

Intel Bluetooth Driver details (this is the software patch which fails to install - it comes up as ready to update in the HP Support Assistant)

SoftPaq number: sp79047 Version: 19.30.1648.920

[IT_WinSec]

Usually HP Support Assistant is (should be) more correct about products. But based on the product number you provided, this one appears as the correct bluetooth version >> try installing it >>  https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-envy-15-bp000-x360-convertible-pc/1555...

Do you have a Bluetooth device eventually in Device Manager ?

Note that the prompts from HPSA can be disabled and might also sometimes be wrong. If you had a bluetooth installed, you could disable the prompt or just ignore it.

[V1K1]

Sorry I left you last night Dean. I fell asleep. (I'm in Aus)

I've got Bluetooth showing on my Desktop

Intel(r) Wireless Bluetooth(R)

Microsoft Bluetooth Enumerator

Microsoft Bluetooth LE Enumerator

Samsung Galaxy J1 (2016)

Samsung Galaxy J1 (2016) Avcrp Transport Adapter

(The last two look like they are for my phone - it's a Samsung Galaxy)

And there were three Bluetooth under the Network adaptors

I deleted the first one - I can't find it in my recycle bin - probably a big mistake to delete it - sorry 

Bluetooth Device (Personal Area Network)

Bluetooth Device (RFCOMM Protocol TDI)

Vicki

(I do have some Operating System knowledge if that's any help - I was a computer programmer before I retired - but I only wrote COBOL/UNIX - not this low level stuff - it's way too complicated for me)

[IT_WinSec]

OK, if you go to Control Panel -> Device Manager

do you see Bluetooth devices there now, like these ?  Anything Bluetooth related ?

[V1K1 · Accepted solution]

Thank you Dean,

It works.

Specifically, I uninstalled the   Intel(R)Wireless Bluetooth(R)  "device"

It didn't work the first time I tried it, but it did work the second time I tried it. No idea why

THANK YOU. Now I just have to find out where on the website I heap loads of praise on to you.

Vicki

[IT_WinSec]

You are most welcome , @V1K1