Bluetooth Not Working Properly

[Uctn]

Hello everyone, I haven't been able to use my Bluetooth headphones properly for the past two weeks. I didn't understand why, but I took my computer back from the technical service 2 weeks ago and after receiving it, I started not being able to use Bluetooth properly. At first I thought it was due to the product, but when I connect the same product to the phone, I can use it without any problems. My problem is that I am using Sennheiser's momentum 4 headphones and there is a sensor on the right pad of the headset and the sound comes intermittently as if I am constantly plugging and unplugging the headset. When I get the same problem from Airpods Pro, I think that the error is not caused by the devices but by my computer. I would be happy if you help.

[BeemerBiker]

Tech may replaced the M.2 card that has WiFi & Bluetooth

Bring up the device manager and look for the name of your WiFi card. 

If Intel AX200 use this driver

https://ftp.hp.com/pub/softpaq/sp138501-139000/sp138609.exe

If Realtek use this driver

https://ftp.hp.com/pub/softpaq/sp136501-137000/sp136892.exe

Have you run HP support assistant to look for updates?

[Uctn]

I tried your solution but it didn't work. I updated everything, even switched from Windows 10 to Windows 11 because of this, and I updated everything in Windows 11, but it still didn't work.

[BeemerBiker]

What does the device manager show for the WiFi card?  That card doubles as the Bluetooth for example

Knowing the exact chip may help me find a better driver.

There it the possibility of another problem. I have seen this on  certain ASUS and MSI gaming motherboards.  The audio is distorted by popping noises as if the jack was pulled out and pushed back in .  It occured on bluetooth audio, on speakers in the monitor (NVidia drivers) and on Realtek & Intel audio chips when the speakers were connected to the motherboard.

The MSI problem was solved when I disabled the thermal app that was sensing the temperatures about every 1-2 seconds.  The ASUS audio problem was solved by disabling the RGB feature that was lighting the motherboard edges a couple of times a second.  All these problems were caused by the gaming control panel interfering with audio.

The reason I mention this is the possibility that an app is running in background on your system and is taking control of the computer bus and periodically blocking data transfer such as the audio stream.  This is just a guess but if no driver updates fix the problem then the problem may not be the bluetooth.

If you plug in some external speakers or use speakers on the monitor do you still have the problem?  If the problem goes away then the M.2 WiFi/Bluetooth card or its driver is the problem.  If you hear the same disconnect using a pair of speakers connected to the audio jack then the problem is not just the M.2 card.

You mention earbuds so it looks like the problem is not just the bluetooth card.  You have an HP gaming laptop.   I have no experience with the HP gaming laptops but I do with some other OEM desktops.

What was the original problem that took it to the shop?  Was the motherboard replaced?  A refurbished or new system?

Are there any OMEN gaming control programs running?   For example an RGB app changing LED colors?  A thermal app that speeds up or slows down the fan?  A gaming profile app that changes settings depending on what game will be launched?  See if you can disable that app.

You can also bring up the windows task manager and look at the tasks that pop up to the top periodically.  You might try terminating some of them and see if it fixes the audio problem.  I do not know what OMEN has but for other OEM systems I would terminate "Alien control" or "Mystic lights" or anything with words thermal or temperature in it.  Worst case is you lock up the laptops and need to reboot.

In the meantime, if you provide the name of the WiFi adapter I can look for a better driver.

[Uctn]

Thank you for your patience. The name of my wifi adapter is Intel Wi-fi 6 AX200 160Mhz. After you said that, I realized that I had a Bluetooth speaker in my hand. I plugged it in but didn't get any audio distortion. So it only happens with Bluetooth headsets, but I don't understand why. I would like to add some more information.

Things I've done so far:

Uninstalling Bluetooth devices in device manager and restarting the computer.
Download a driver updating program and update Bluetooth with it.
I uninstalled everything I connected via Bluetooth and re-paired it, and also removed the computer connection from its applications.

[BeemerBiker]

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@Uctn wrote:

Thank you for your patience. The name of my wifi adapter is Intel Wi-fi 6 AX200 160Mhz. After you said that, I realized that I had a Bluetooth speaker in my hand. I plugged it in but didn't get any audio distortion. So it only happens with Bluetooth headsets, but I don't understand why. I would like to add some more information.

Things I've done so far:

Uninstalling Bluetooth devices in device manager and restarting the computer.
Download a driver updating program and update Bluetooth with it.
I uninstalled everything I connected via Bluetooth and re-paired it, and also removed the computer connection from its applications.

---

You might lookup the headset and see which Bluetooth version it was designed for.  I had an old Bluetooth chipset for a motorcycle helmet that no longer worked when I upgraded my iPhone.

Anyway, that intel chip is good. 

Intel has a support assistant that might be useful for all their devices.

https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html

[Uctn]

Thank you for your help thus far. When I looked at the Bluetooth version of Intel wifi6 AX200, I saw that it was 5.2. The bluetooth version of Sennheiser momentum 4 is also 5.2. Also, I did not experience any sound distortion when I connected external speakers.