Bluetooth disappear or bluetooth driver not working

[iamrishiyadav12]

Hello. I have a HP Pavilion Plus 14-ew0xxx, running Windows 11 25H2.

The internal Bluetooth started failing persistently. Bluetooth connects, but when I play audio over Bluetooth it disconnects after a few minutes. It happened while using an Realme buds t310 as Bluetooth audio output, but the issue seems to be with the internal Bluetooth adapter, not the external device.

Observed symptoms:

- Device Manager showed MediaTek Bluetooth Adapter with Code 43 : “Windows has stopped this device because it has reported problems.”
- It later appeared as Generic Bluetooth Adapter.
- Sometimes Bluetooth disappears from Windows Settings or appears disabled even when the toggle is on.
- PowerShell showed the adapter as not present/phantom:
CM_PROB_PHANTOM
Present: False
- Wi-Fi works normally.

Steps already tried:

- Normal restart.
- Full shutdown / power drain by holding the power button.
- Uninstalling and reinstalling the Bluetooth device from Device Manager.
- Downloaded the official HP MediaTek Bluetooth driver package sp171518.
- Forced driver installation with:
pnputil /add-driver "C:\SWSetup\sp171518\*.inf" /subdirs /install

- Ran:
pnputil /scan-devices
- Checked Bluetooth devices with:
Get-PnpDevice -Class Bluetooth

The driver appears to install, but the problem returns and persists when Bluetooth audio is used. Should I install an additional chipset, WLAN, BIOS/firmware driver, or does this point to a failing internal Bluetooth module?

Thank you.

[Deep_World]

Hi   @iamrishiyadav12 
 
Welcome to the HP Support Community!

Thanks for reaching out! and Thank you for providing such a detailed description of the issue and the troubleshooting you've already completed. I can see that you've performed several advanced diagnostic steps, including manually installing the HP MediaTek Bluetooth driver, scanning for devices, and checking the adapter status through PowerShell.

To assist you further, could you kindly confirm the below details :

1. Does the Bluetooth adapter disappear only when streaming audio, or does it also disappear when connected to devices such as a mouse or keyboard?
2. When the issue occurs, do you see any related warnings or errors under Event Viewer > Windows Logs > System?
3. Could you let us know which WLAN adapter is installed (MediaTek, Intel, or Realtek)? You can find this under Device Manager > Network Adapters.

Based on the symptoms you've described, this may be related to a driver, firmware, power management, or wireless module communication issue. Before considering hardware replacement, kindly try the below steps and confirm : 

1. Disable Bluetooth Power Saving

1. Open Device Manager.
2. Expand Bluetooth.
3. Right-click the Bluetooth adapter and select Properties.
4. Open the Power Management tab.
5. Uncheck:  
   • Allow the computer to turn off this device to save power
6. Click OK and restart the notebook.

2. Disable Power Saving for the WLAN Adapter

Since Bluetooth and Wi-Fi share the same wireless card:

1. Open Device Manager.
2. Expand Network Adapters.
3. Open the properties of the MediaTek wireless adapter.
4. Under Power Management, uncheck power-saving options.
5. Restart the system.

3. Run HP Hardware Diagnostics - click here for steps 

1. Power off the notebook.
2. Press the Power button and immediately tap F2 repeatedly.
3. Run: 
   • Component Tests
   • Wireless Module Test (if available)

Kindly let us know if any failure ID or error code is reported.

4. Perform a Network Reset

1. Open Settings > Network & Internet > Advanced Network Settings.
2. Select Network Reset.
3. Restart the notebook after the process completes.

5. Test in Safe Mode with Networking - Click here for steps 

Booting into Safe Mode with Networking can help determine whether a third-party application or service is causing the Bluetooth driver to stop responding during audio playback.

I hope this helps. 

 

[iamrishiyadav12]

here are some information that you asked for 

1. Does the Bluetooth adapter disappear only when streaming audio, or does it also disappear when connected to devices such as a mouse or keyboard?

Yes, the Bluetooth adapter disappears only when streaming audio through Wi-Fi (like YouTube and Other web streaming) and i connect only my ear buds and smartphone through phone link no other devices.

2. When the issue occurs, do you see any related warnings or errors under Event Viewer > Windows Logs > System?

Warning - Windows cannot store Bluetooth authentication codes (link keys) on the local adapter. Bluetooth keyboards might not work in the system BIOS during startup

Warning - A command sent to the adapter has timed out. The adapter did not respond.

Error - The local Bluetooth adapter has failed in an undetermined manner and will not be used. The driver has been unloaded.

3. Could you let us know which WLAN adapter is installed (MediaTek, Intel, or Realtek)? You can find this under Device Manager > Network Adapters.

MediaTek MT7921

[Deep_World]

Hi @iamrishiyadav12,

 Thanks for your response and Thank you for providing the additional information. Based on the details you've shared the Event Viewer errors indicate that the MediaTek MT7921 wireless card is becoming unresponsive and the Bluetooth portion of the adapter is crashing, which causes Windows to unload the Bluetooth driver.

Since the Bluetooth adapter only disappears during audio streaming, this points to a problem with the MediaTek MT7921 Bluetooth/Wi-Fi module, its driver, firmware, or power management, rather than a pairing issue.

Kindly try these steps in order and confirm : 

1. Disable Power Saving for Bluetooth and Wi-Fi

1. Open Device Manager.
2. Expand Bluetooth and open the properties of the MediaTek Bluetooth adapter.
3. Under Power Management, uncheck: 
   • Allow the computer to turn off this device to save power
4. Repeat the same steps under Network Adapters for the MediaTek MT7921 Wi-Fi adapter.
5. Restart the notebook.

2. Install the Latest Wireless Driver Package from HP

Even if the Bluetooth driver was manually installed, we recommend installing the full MediaTek wireless package from HP for your specific notebook model, as it updates both the Wi-Fi and Bluetooth components.

Please share the exact HP product model if you have not already done so.

3. Reset Network Components

1. Go to Settings -Network & Internet -Advanced Network Settings.
2. Select Network Reset.
3. Restart the notebook.

4. Update the BIOS

If a newer BIOS version is available for your notebook, update it from HP Support. The MT7921 communication issues are occasionally addressed through BIOS and firmware updates.

5. Run HP Hardware Diagnostics - click here for steps 

Run the Wireless Module Test using HP PC Hardware Diagnostics.

If the wireless test reports a Failure ID, kindly share the code.

If the issue continues, then the evidence points toward a faulty or unstable MediaTek MT7921 wireless module

I hope this helps.