Bluetooth Headphones Stuttering

[tekppe]

I am using an HP EliteBook 835 G10 notebook. For about two weeks, I’ve been experiencing audio issues with my Bluetooth headphones (AirPods Pro). They connect successfully, but after a few seconds, the audio starts stuttering and lagging. (I’ve tested other Bluetooth headphones, and the problem occurs with all of them.)

When I connect the headphones to other devices, there are no audio issues. My Bluetooth keyboard and Bluetooth mouse also work flawlessly. Additionally, there are no audio issues when using wired headphones.

About two weeks ago, the following updates were installed automatically:

“November 21, 2024-KB5048163 Cumulative Update Preview for .NET Framework 3.5 and 4.8.1 for Windows 11, version 22H2 and Windows 11, version 23H2”, “Realtek Semiconductor Corp. - Net - 6001.16.162.0”

I’ve already tried several solutions, including the suggestions in this thread Stuttering/Choppy audio when using bluetooth headset - HP Support Community - 9153159

Does anyone have an idea how to resolve this problem? Thanks in advance for your help!

[111יונתן]

תיצור איתי קשר בפרטי אני היתה לי את אותה בעיה ואחרי שלא פתרו לי את הבעיה בסוף פתרתי אותה לבד

[SJCalgary]

My problem is similar but on a Compaq CT211 tablet.  I purchased this from Bestbuy about a year ago.  Listening to music files over headphones the sound is fine with the headphones plugged in, but skips notes when using bluetooth on the same headphones.  Trying another set of headphones results in the same problem.  I have tried contacting HP as the warranty on the device has not expired, but the website and phone lines both require a serial number and the Compaq serial number is not recognised by the AI tool that will enable me to talk to someone.  I cannot download the HP Support Assistant as I don't have software on the tablet that will open the program (not sure what software is required).  Any suggestions, anyone?  I purchased the product on Dec 28, 2023, so the warranty is close to expiry but I only identified the source of the problem in the past week.

[Elohi_NR]

Hi @SJCalgary,

Welcome to the HP Support Community. 

I'd be glad to help you! 

To be able to answer you effectively, we need some information.

May I have the exact name and product number of the unit? Do not share any of your personal information such as serial, phone number, email ID, etc.

[SJCalgary]

The make and model is Compaq CT211 11.6" Android Keyboard Quad Core 4GB +64GB (from the order).  The FCC ID is A2HCT201 if that helps.

[tekppe]

Hello Elohi_NR,

thanks for your reply! Do you have any suggestion how I can solve my problem?

I used the HP Virtual Assistant, but it didn’t solve the problem.

Today I deinstalled and reinstalled all my Bluetooth devices and driver, including "Realtek Semiconductor Corp. - Bluetooth - 1.10.1061.3021", but my Bluetooth Headphones still doesn't work.

I bought the notebook in September 2023, and it is still covered by the warranty.

I am really thankful for any suggestions that can fix this problem!

If you need further information, please tell me.

[Elohi_NR]

Hi @tekppe,

Welcome to the HP Support Community. 

I'd be glad to help you! 

To be able to answer you effectively, we need some information.

May I have the exact name and product number of the unit? Do not share any of your personal information such as serial, phone number, email ID, etc.

[tekppe]

Hi Elohi_NR,

the exact name is "HP EB835G10 R7-7840U 13 32GB/1T LTEA PC". The product number is 818M9EA#ABD. I purchased the notebook directly online from HP on 19 September 2023, including 3 years of Active Care.
Please let me know if you need more information.

[Rachel571]

Hi @SJCalgary

It sounds like you're dealing with an issue where the sound skips when using Bluetooth headphones on your Compaq CT211 tablet, but works fine when the headphones are plugged in directly. This could be due to several factors, including Bluetooth connectivity problems, software issues, or even the tablet's internal settings.

Additionally, I understand you're having trouble contacting HP for warranty support due to the serial number issue and challenges with software like HP Support Assistant. Here are some suggestions to help you troubleshoot both the Bluetooth sound issue and the customer support problem:

1. Fixing the Bluetooth Sound Skipping Issue

Bluetooth audio skipping or stuttering is often caused by a few different factors. Here are some steps to help narrow down and possibly fix the issue:

a. Bluetooth Interference

Bluetooth performance can be impacted by interference from other wireless devices, walls, or objects that block signals.

• Move closer to the tablet: Ensure there are no obstacles between the tablet and the Bluetooth headphones.
• Test in a different environment: Try using the Bluetooth headphones in another area with fewer wireless devices nearby to rule out interference.

b. Update Bluetooth Drivers

Outdated Bluetooth drivers can cause connectivity issues.

• Since you may not be able to access HP Support Assistant, you can try updating the Bluetooth drivers manually.
• Steps:
  1. Press Windows + X, then select Device Manager.
  2. Expand the Bluetooth section, right-click your Bluetooth device, and select Update driver.
  3. Choose Search automatically for updated driver software and follow the prompts.

c. Clear Bluetooth Cache (Android-based Tablets)

If your Compaq CT211 runs on Android (or an Android-based system), clearing the Bluetooth cache might help resolve any issues.

• Steps:
  1. Go to Settings > Apps.
  2. Find the Bluetooth app in the list and tap on it.
  3. Tap Storage, then select Clear Cache and Clear Data.

d. Check for Software Conflicts

Ensure that no other apps are running in the background that could be consuming the tablet's resources or interfering with the Bluetooth connection.

• Close unnecessary apps and try again to see if the skipping stops.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[111יונתן]

When you disconnect the WiFi connection, does it also stutter or does it then play smoothly?