Internet connection drops when i'm connecting a bluetooth device to the laptop

[St3ve1]

Hello,

I've discovered that when i'm connecting the HP Z5000 Mouse to the laptop, the internet connection would start dropping.

How it happens:

I connect the mouse via bluetooth (paired device) and the mouse works and so does the internet;

I restart the laptop without disconnecting the mouse and it restarts with no issues, the mouse works and i have internet connection however, the pages would just fail to load. Either the browser would just load the page, or a message would appear "Could not reach this site". This happens when using bot Microsoft Edge and Google Chrome. I disconnect the mouse and the internet is working again, pages load and there are no intreruptions.

I used HP Network check whitout the mouse connected and it showed "No issues found" i connect the mouse and run network check again and still no issues found. I restart the laptop with the mouse connected and run HP network check again and again, no issues found.

I have downloaded the latest updates from HP Support assistant and also have the latest Windows 10 updates.

Also the Wi Fi icon shows no notifications, the signal is always showing properly, and the status is "Connected, secured"

I have uninstalled the Bluetooth driver and re-installed manually from the HP Support web site and also i have tried a BIOS crisis recovery but it made no difference;

The problem with this is that i get no notifications or any errors that i could work with to know what causes the timeouts or dropouts. Also, when i connect the mouse, it does work and so does the internet, the dropouts or timeouts happen rather when i restart the laptop after i connected the mouse, or after about 1 hour since i connected the mouse to the laptop.

I have read a few posts on the internet where it shows that there could be some interference but is there a wy to fix this or do i have to change some protocols in the internet options ?

Thanks in advance.

[DavidSMP · Accepted solution]

Hi @St3ve1,

Thanks for stopping by the HP forums. Good day! 🙂 I reviewed the post about the internet Wi-Fi connection dropping when the HP Bluetooth mouse is connected. It will be a delight to assist you here. 🙂

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. 🙂

For better clarity and to assist you better I would require more information regarding this.

• Did this happen after a recent windows or software update?
• Have you tried the mouse on a different computer to check if it does the same thing?
• Did you try any other Bluetooth device with this computer?

Since you done a lot of troubleshooting here first off I would request you to do this.

Please perform these steps:

• Right-Click on start button> click device manager> Network adapters>then select the wireless adapter drivers and uninstall them completely. Also, delete the software for the device.
• Then restart the computer and install the latest bios, chipset and Wi-Fi drivers from the http://hp.com/drivers and follow the on-screen instructions.
• Then check if this does the trick for you.
• If not try the mouse on a different computer or try a different Bluetooth device on this computer and check if the disconnections happen?

If it does then you could actually replace the mouse and that should do the trick for you. Please keep me posted.

The product specifications of the computer suggest a combo Bluetooth and wireless card. : http://support.hp.com/lamerica_nsc_carib-en/product/hp-spectre-15-bl000-x360-convertible-pc/13823372...

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll always be there to assist you always. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

 Take care now and have a splendid week ahead. 🙂

[St3ve1]

Hello,

Sorry for the delayed response.

I have tried updating the drivers and the BIOS;

The issue was still there;

I did od a system recovery but the issue persisted.

Funny thing that the issue appeared only after a restart when the mouse was already connected.

I did try the mouse on another machine and it showed no issues, i then tried another bluetooth device with the machine and agian it had no issue.

I got a replacement mouse and it seems to have fixed the problem.

Thank you kind for your help!

[DavidSMP]

Hi @St3ve1,

I thank you greatly for accepting this as a solution. It has been an absolute privilege to share this platform with a customer that has displayed great credentials as a technician. The copious troubleshooting and investigations performed by you could have turned even Sherlock Holmes green with Envy! 🙂 Fantastic effort. Kudos to a job very well done. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Take care now, stay healthy, keep smiling big and do have a blessed year ahead. 🙂