Bluetooth 'unknown device' on Windows 11

[Nemo2020]

I have just bought a new HP Pavilion laptop with Windows 11, but having problems trying to Bluetooth connect an existing set of Sony headphones (model MDR-ZX770BN).

The laptop bluetooth adaptor is turned OK and seems to be working OK. When powered the LED display on the headphones seem to indicate that a pairing has been made. However the laptop 'discover  device' process merely registers an 'unknown device' but will not connect.

I can't find any 'troubleshooting' option specifically for bluetooth sound devices, only the built-in or headphone jack socket.

Can anyone advise please?

[ub6424]

Hello @Nemo2020 

Sorry to hear that you are having problems ... and I would like to help you.

(1) Please download and install latest INTEL driver:

https://www.intel.com/content/www/us/en/download/18649/733152/intel-wireless-bluetooth-for-windows-1...

(2) Reboot and test again ...

Please report your results

best regards

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[Nemo2020]

Sadly, that made no difference 😞

Looking at all the Bluetooth settings, troubleshooting etc everything seems to be geared towards other network devices (eg PCs, printers etc), rather than anything a simple as a set of headphones.

Do the headphones themselves need drivers on the laptop which might need adding?

[ub6424]

Hello @Nemo2020 

Please send a screenshot of your device manager. Show me the list of <network adapters> and any 'unknown device' with exclamation mark.

best regards

[Nemo2020 · Accepted solution]

I got it work in the end !

Amongst the various configuration settings for Bluetooth was one for "notifications for Fast Pair" (or words to that effect)  which was 'on' by default. Once I turned that off - purely as an experiment - the 'Find Device' recognised the headphones and its model number immediately.