Bluetooth not working on HP Envy 13 notebook

[johnevs60]

Good Afternoon,

I recently purchased a HP Envy 13-d004a notebook and have been unable to get Bluetooth working.

The wireless/bluetooth adapter is an Intel Dual Band Wireless-AC 7265.

Bluetooth is not listed on the Windows Settings/Devices menu page.

In Device Manager there is no Bluetooth device listed.

There is an unknown USB device (Device Descriptor Request Failed) listed under Universal Serial Bus Controllers which I think is possibly related to the problem. The status for this devices displays code 43.

So far I have tried uninstalling and reinstalling the USB devices and updating drivers for the USB devices. However, the USB device remains unknown, with a warning symbol on the icon.

I've also downloaded the latest Intel Bluetooth driver update utility. When I run the installer, or repair it, I get the message

"Intel Bluetooth Service (ibtsiva.exe) could not be installed. Verify you have sufficient privileges...". I am logged on with administrator privileges when I run the installer.

Thus far, all my attempts to resolve the Bluetooth problem have failed,  so any help I receive would be most appreciated.

Thanks

John

[Sparkles1]

Hi @johnevs60,

Welcome to the HP Forums! 

It is a terrific place to find answers and tips!

 For you to have the best experience in the HP forum I would like to direct your attention to the HP Forums Guide:

Learn How to Post and More.

I understand that you recently purchased a HP Envy 13-d004a and are unable to use Bluetooth.

I was unable to locate that model, would you please verify  the model number?

How Do I Find My Model Number or Product Number?

I understand  that you do not have  Bluetooth listed in Device Manager, but there is an unknown USB device.

 You tried uninstalling and reinstalling the USB device,  but you still have a code 43 on it.  When you download and ran  the latest Intel Bluetooth utility you got the message "Intel Bluetooth Service (ibtsiva.exe)"

Would you try deleting the unknown USB device.

Now scan for hardware changes.

Do you now see Bluetooth listed under the network adapter?

You can also try resetting the Bluetooth.

Step 1. Go to Device Manager and click on Bluetooth to expand the list
.Step 2. Right click on "Bluetooth Peripheral Device" that you want
Step 3. Select "Update Driver Software..."
Step 4. Choose "Browse my computer for driver software"
Step 5. Choose "Let me pick from a list of device drivers on my computer"
Step 6. Select "Ports (COM & LPT)"
Step 7. Select "Microsoft" at "Manufacturer" list
Step 8. Finally select "Standard Serial over Bluetooth link"

While you are in Device Manager right click on your Bluetooth device and choose properties

Click the power management tab.
If allow this computer to turn off this device to save power is checked please remove  it and click apply.

If you are still unable to pair with a Bluetooth device try the following:
Step 1.Type" change device" into Cortana
Step 2. Click on where it says Change device installation settings.
Step 3. Select the No, let me choose what to do option.
Step 4. Check the automatically get the device app option
Step 5. Click Save changes to save the settings you just chose

As well you can try this:

Step 1: Go to Cortana and type “services.msc” and press Enter
Step 2: Now find “Bluetooth Support Service” and double click on it ( on the general tab you can change it startup automatically if you like)
Step 3: Now click on Log On Tab and Type in "Local Service" without quotes if it is not already showing
Step 4: Now remove any passwords leave the password field blank
Step 5: Click apply in the lower left corner.
Step 6: Click the recovery tab and ensure it is set to restart the service after the first and second failure and change if necessary and click apply.

Please let me know if this helped.

Good Luck and Happy Holidays!

[johnevs60]

Hi,

Thanks for the help.

Apologies, I made a mistake with the notebook model on my first post, it should have been d004na, not d004a.

If I let the support website identify the model it is identified as:

HP ENVY Notebook - 13-d004na (ENERGY STAR)

Model #: N7K55EA

Here is the link to the model on the HP UK store site:

http://store.hp.com/UKStore/Merch/Product.aspx?id=N7K55EA&opt=ABU&sel=NTB

I  followed the steps you suggested.

If I delete the unknown USB device (I'm assuming deleting is the same as uninstalling in device manager), followed by a rescan, then it reinstalls the unknown device.

There is still no bluetooth entry visible in device manager.

As there is no bluetooth entry I cannot proceed to the next step.

Changing the device installation settings didn't solve the problem.

I also tried the last suggestion with the bluetooth support service. I then started the service as it is  a manual (trigger start) service. It didn't appear to have any impact.

 As the notebook is new, I don't know if bluetooth has ever worked. Do you think the intel AC 7265 adapter could be faulty, or perhaps just a driver/windows 10 compatibility issue?

However I would like to continue my search for a software/driver solution for now, and only return the notebook gto HP as a last resort.

Do you think I should try completely uninstalling the network adapter?

Thanks again for your help.

John

[Sparkles1]

H @johnevs60,

Thank you for the update and the results from the troubleshooting.

As Bluetooth is still not showing would you try this step.  Bluetooth is part of the network card so let's see if we can get it recognized properly.

• Go to Device Manager
• Click on the network adapter to expand the list
• Right click on the network adapter and uninstall
• Repeat this process for any additional adapters listed
• Scan for hardware changes.

Does it now list Bluetooth as an option?

Good Luck!

[johnevs60]

Hi,

I followed the steps suggested. Unfortunately there is no apparent difference after scanning for hardware changes.

Still no bluetooth displaying in device manager.

The unknown USB device (Device Descriptor Request Failed) is also still displaying.

Any suggestions as to what to try next?

Thanks for your continued help.

John

[Sparkles1]

Hi @johnevs60,

Thank you for the update.

Just to rule out a hardware issues I would test the network card.

Here is a link to HP Notebook PCs - Testing for Hardware Failures (Windows 10, 😎. Network will be listed under components.

Regardless of the outcome please contact HP support for assistance.  With your permission they can remotely connect to your system to help locate and resolve difficulties.

Please contact HP support at Contact HP Support.

Please let me know the results.

Best of Luck!

[johnevs60 · Accepted solution]

The Bluetooth problem has now been resolved on my HP Envy 13-d004na notebook.

This evening a Synaptics SMBus driver was downloaded and installed via Windows Update.

After the installation of this driver I restarted the computer.

Following the restart Bluetooth appeared in device manager and the previously displayed unknown USB device had disappeared from device manager. I have tested Bluetooth connectivity and am now able to pair with my Bluetooth mouse.

Surprised, but delighted that the problem has been resolved and that the notebook now appears to be fully functional.

Thanks again for your help.

John