HP Spectre x360 13" i7 16GB 512GB SSD Aug 2017-Bluetooth Issues

[JoWarrior]

I bought this Laptop in August and have it just about a month now. Bought it from Bestbuy in NJ but am now in India.

It is a great laptop and fun to work with. Although the touchpad is really good, I am comfortable with an external mouse and am using a Lenovo Yoga that connests on bluetooth.

I have observed that during use and especially if there is a gap between usage of the mouse, the Bluetooth conectivity dissapears and the mouse stops working. Bluetooth itself dissapears from Device Manager and there is no way to switch it on as the Laptop does not have a  bluetooth on/off switch. Running Trouble shooting says that the laptop does not have Bluetooth.

Restarting at times helps with Bluetooth reappearing and the connectivty re-establishing. At times even this does not help. 

I tried updating the bluetoth driver but it reports I have the latest driver.

Anyone else facing a similar problem and any help on resolving the issue would be highly appreciated

Jo Neri 

[JoWarrior]

A follow up to my post on bluetooth connectivity.

I had bought an external LG DVD drive and installed the Media software bundle that came with the drive. After Reading a few post from Jeet and the responses I uninstalled this Media bundle and will observe the performance.

I have also noticed that the following software seems to be installed a few days ago:

1.  Intel Integrated Sensor Solution 48.1 MB Installed on 26 Aug 2017

2. Intel PROSet/Wireless software 236 MB installed on 26 Aug 2017

Are these updates(?) automatically  installed by the HP support assistant ? 

Jo Neri

[Jeet_singh · Accepted solution]

Hi @JoWarrior,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I came across your post and wanted to assist you. I understand you are having issues with the bluetooth connectivity on your HP notebook. Don' worry we'll work together to find a solution for you. 

Superb effort, splendid troubleshooting and commendable diagnosis of the issue before posting.  Kudos to you on that score.  You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you. 

I understand you have followed the steps suggested in one of the forum post and you would like to observe the performance. I would suggest this seems to be a good idea, please keep your PC under observation and check how it performs. If you come across any issues, please don't hesitate to reach out to us again I'll be more than glad to help you.

Just want to ensure you have followed these steps as well to resolve the issue:

Let's start with the Hard Reset: (To release any excessive static causing the issue). 

This method works for a variety of Driver connection and ‘stuck’ program issues. 

• Shut down the computer 

• Disconnect all external devices - everything. 

• Remove AC power and the battery 

• Press and hold power button for at least 30 seconds 

• Reconnect the AC power (only), 

• Power on > Login 

• Next time you shut down the system, reinstall battery and follow the below steps. 

For more steps: Click here 

To help you in Understanding and troubleshooting Bluetooth wireless technology: Click here

Moving to the next issue, I would suggest this could either be from Windows update or from HP Support Assistant. 

If you wish, you could also download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards,

[JoWarrior]

Hello Jeet

My laptop seems to be behaving since I uninstalled the Media bundle that came with the external LG DVD Drive. I will observe it and post in case the problem reoccurrs. 

On the " HARD RESET " .

HP has made it difficult to implement the process on this 2017  HP Spectre x360 Convertible 13-ac0XX.

You cannot remove the battery easily !! It is behid the back panel that is secured by six screws. And one cannot keep removing these screws every time one needs to do a hard reset. Your advice would help owners of earlier HP laptops.

Probably HP does not want you to remove the battery. 

HP Support came installed on the new Laptop and has been configured to automatically download and install new updates. 

For the time being things are fine. 

Thanks for the advice 

Jo Neri

[CherylG]

@JoWarrior

HP has a process for hard reset with non-removeable battery if you need it in the future.Scroll past section on removeable battery:

http://support.hp.com/us-en/document/c01684768

[JoWarrior]

Thankyou @CherylG

Will keep this in mind for future.

[JoWarrior]

This is an update to the Blutooth Issue I reported. 

Bluetooth connectivity ocaisionally dissappears. When this happens, the Bluetooth is also missing in the Device Manager.

However on restarting the Laptop Bluetooth reappears. 

All drivers appear to be uptodate. 

There does not appear to be a solution for this. 

I do not know if this is an isolated issue with my HP Spectre  x 360 13" 2017. HP will need to examine this issue

[JoWarrior]

This is an update on the Bluetooth Issue. 

The issue kept occuring randomly and I was loosing my Mouse connection.

I contacted HP chat support on 17th November 17. The HP assistant took over my computer over a remote connection and after finguring around for awhile, reinstalling the drivers (which I had already tried)  and a few restarts finally told me that I need to take my Laptop to the nearest Service centre as he suspected a Hardware Issue.

I did not give up and was examining the Device Manager-Bluetooth-Intel (R) Wireless bluetooth(R)-Properties-Power Management  under System Tools. I found that " Allow thes computer to turn off this device to save power" was enabled.

I de-selected the tick mark.

Ever since I have not faced the problem of my Bluetooth mouse loosing conectivity.  Still under observation, but I think I have resolved the issue as a " Power Management" problem which needs to be fixed by HP issuing a fix.