Bluetooth device cannot connect

[JS710]

My bluetooth headphones are unable to connect to my laptop while they are in pairing mode. However they are able to connect to my phone and other laptops.

Does anyone know how to fix this issue?

Thanks

[Echo_Lake]

@JS710

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:  

1. Make sure the device you want to connect to is discoverable and within range of your computer.

   For example, if the device is a headset, make sure it is on and set to Bluetooth. If the device is an Apple iOS or Android mobile device, go to the Settings menu and make sure Bluetooth is enabled and discoverable.

2. In Windows, search for and open Bluetooth and other devices settings.

   note: If Bluetooth & other devices does not return in the search, your computer might not support Bluetooth.

3. To turn on Bluetooth, on the Bluetooth & other devices tab, toggle the Bluetooth setting to On.

   

4. Click Add Bluetooth or other device to start searching for the device.

   

5. Click Bluetooth as the kind of device you want to add.

   

6. Select the Bluetooth device you want to add from the list.

7. If prompted, enter the PIN, and then click Connect. If a PIN does not display, enter 0000, a commonly used default PIN for many Bluetooth devices.

   

8. Immediately check for an authorization message on the device you are connecting to and confirm the message or allow access.

   

9. Follow the on-screen instructions on the computer and the device to complete the pairing process. A confirmation message displays when the devices are paired.

   note:If an authentication error displays, too much time has lapsed. Move the devices closer, and then try to pair them again.

   

For more information about Bluetooth, see the following HP support documents:

• Bluetooth Frequently Asked Questions (FAQs)

• Troubleshooting a Bluetooth Connection

• Pair a Bluetooth device in Windows

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.

[JS710]

Thanks for your response Echo_Lake,

When I attempt to connect my headphones to bluetooth, I do not get an authorisation message as shown in step 8. Additionally, when I try to connect to it, it shows this for a long time until the headphone pairing times out:

It then shows this:

However, when I try to connect it to my phone, the headphones work perfectly fine

[Echo_Lake]

@JS710

Thank you for posting back. 

As you've mentioned headphone works perfectly with phone other devices,

• Have you tried with different Bluetooth headphone or earphone?
• Have you tried connecting a different Bluetooth device?

[JS710]

@Echo_Lake

Unfortunately I did not manage to resolve the issue.

My previous message said that my headphones work with my phone, and they still do not work with my laptop

How would I fix this?

[Echo_Lake]

@JS710

Thank you for posting back. 

As you've performed all the relevant troubleshooting steps in order to pair Bluetooth headphone and Bluetooth device failed to connect to the computer.

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link:www.hp.com/contacthp/

[JS710]

On this page: www.hp.com/contacthp/  there is no where which says that I can contact a support agent. There is nowhere where I can chat live with a support engineer who would then be able to help me. 

Where exactly on the page you sent a link to does it say I can contact a support engineer? Could you send clear instructions on where I need to go

Thank you