Laptop "forgets" it has bluetooth

[7Kiwi]

Hello,

Every so often, my laptop 'forgets' it has bluetooth. The most obvious symptom is the bluetooth mouse stops working. Previously, when this has happened, I have rolled back to a previous restore point using Recovery.  But on this occasion,this method has failed.

If I go to "Settings", "Devices", bluetooth doesn't even show as an option.  Similarly, if I go to Control Panel, "Device Manager", bluetooth devices don't even show as a hidden option.

My laptop is free from viruses (Windows Defender and MBAM), is up to date with windows updates and I have downloaded all of the relevant drivers from HP and Intel.

But still no bluetooth, even though it was working fine yesterday.

How do I fix this please?

[Chimney_83]

Hey @7Kiwi,

Thanks for the post. 

I see you are facing an issue with your computer not finding the Bluetooth on your computer. Glad to help. 

Have you run the troubleshooter available in the control panel?

Check if the wireless button is turned on and also if it is disabled in the settings icon on the bottom right side corner of your screen. 

Run troubleshooter available in the control panel to check if it can resolve the issue for you automatically. 

You can uninstall the driver from device manager, (Bluetooth and wireless adapter are integrated on the same card) 

When you are uninstalling the driver from device manager, you will have the option to delete the driver. Please delete it. 

Restart the computer and check. 

If the issue persists, please run HP Support Assitant to find the correct driver for your computer. Click here to know more. 

Keep me posted. 

Please click ‘Accepted Solution’ on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the ‘Thumbs Up’ Icon below.

[7Kiwi]

Thank you for your reply.

1) Yes I have run the troubleshooter, no luck.

2) Yes, the wireless button is switched on

3) The settings icon for bluetooth doesn't even appear - remember the comuter doesn't know it has bluetooth.

4) The bluetooth device doesn't even appear in device manager, so I am not sure how I can delete it.

Or do you mean that I should remove the Intel Dual Band Wireless AC-3160 network adaptor driver? Presumably, if I do that, I will then lose wi-fi and won't be able to re-download a new driver unless I connect with an ethernet cable.

Is that what you suggest I should do?  What source do you recommend for the new driver, HP or Intel?

[Chimney_83 · Accepted solution]

Thanks for the reply, yes, please uninstall Intel Dual Band Wireless AC-3160 and delete the driver as well when prompted. 

Restart the computer and the driver will automatically installed upon restart. 

Let me know if this helped. 

Please click ‘Accepted Solution’ on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the ‘Thumbs Up’ Icon below.

[7Kiwi]

I am afraid this solution has not worked, and in fct has made things worse.

I uninstalled and then deleted the wireless adaptor driver as requested, then re-started the laptop.

You are right, the driver did come back, but now I have lost all connectivity (I am writing this from a different device).  When I try to connect to my router with Wi-Fi I apparently connect to the router I get the message "no internet". So I tried connecting to the router with an ethernet cable. Again 'no internet'.

I have run the troubleshooter diagnostics, but it doesn't find anything.

The router is clearly working, because I am writing this on another device using a different router.

Can you help?

[7Kiwi]

I have now restarted the machine again in safe mode with networking (this wouldn't allow me to run troubleshooter).  But when I then again re-started the laptop in full mode, miraculously, everything started working again, so now I have ethernet, wi-fi and bluetooth back.

So thank you.

[sandytechy20]

@7Kiwi

Thanks for the reply.

Good to know that issue is resolved.

Feel free to contact us if have any issues in future.

Cheers.