Pendrokar
2 Bronze

Bluetooth gone. (G3)

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Hi,

I've got a Dell G3 15-3590. Bluetooth was working fine for a few days until the Bluetooth on/off toggle suddenly disappeared from Windows settings. I can only find a function key for Wireless, but not Bluetooth.

  • I then tried to repair, uninstall and re-install the Dell's provided Qualcomm WiFi & Bluetooth drivers with and without restart/shutdown.
  • I then tried to uninstall all Bluetooth devices within the Device manager, hoping that Windows will reinstall them.
  • Windows Troubleshoot says that the device has no Bluetooth connectivity
  • SupportAssist does not seem to have troubleshooting for the Bluetooth component even though the website has a troubleshoot Bluetooth option and wanted to install SupportAssist even though the latest version was already installed.

Also I do not believe that this unknown USB device was there before. I unplugged every USB device and it still showed up.

dell_bluetooth.png

Perhaps the hardware itself has malfunctioned?

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sencha42
2 Bronze

Re: Bluetooth gone. (G3)

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Hi, 

I had the same issue with the same laptop and managed to resolve it today. Here's what I did:

  • disabled fast startup in power options
  • uninstalled all USB drivers
  • installed newest drivers from Dell

None of this seemed to have any effect as the unknown USB device still appeared in the Device Manager.

Here's what I think worked though...completely shutdown your computer and then power it back on. I realized that while I was troubleshooting I was only ever restarting the computer and a full power off is the only thing that seemed to make a difference. May as well give it a shot!

 

 

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29 Replies
U2CAMEB4ME
5 Iridium

Re: Bluetooth gone. (G3)

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Welcome to the Dell Community @Pendrokar 

Please post the hardware ID of the "Unknown Device"

https://m.wikihow.com/Find-Hardware-ID

Best regards,

U2

HP EliteBook 8770w i7-3630QM 32GB
HP ZBook 17 G2 i5-4310M 16GB
HP Color LaserJet M553dn 40ppm
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Pendrokar
2 Bronze

Re: Bluetooth gone. (G3)

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I shutdown notebook, unplugged all USB devices, turned on the notebook and the unknown device is still there. Other than the notebook's integrated camera.

Here is the the only entry within Hardware Ids.

Value:
USB\DEVICE_DESCRIPTOR_FAILURE

There is this in all of its events though:
DeviceInstanceId USB\VID_0000&PID_0002\5&23DEF358&0&14

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Pendrokar
2 Bronze

Re: Bluetooth gone. (G3)

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I also tried booting to Ubuntu Linux from a USB stick. Similar USB descriptor errors were appearing at startup and running 'sudo bluetoothctl' made the terminal eternally wait for 'bluetoothhd' connection and ' hcitool scan ' which supposedly reveals the MAC address showed nothing but 'invalid device' errors.

So it seems like a hardware issue and am going to bring it in to a carry-in service.

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Dell-SreejithR
Moderator
Moderator

Re: Bluetooth gone. (G3)

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Hope you are doing fine. Did you get a chance to have the system checked at the service center?

 

Thanks, 

 Sreejith


Dell-SreejithR
Social Media Support
#IWork4Dell

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Pendrokar
2 Bronze

Re: Bluetooth gone. (G3)

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I deleted the Unknown device and Windows recognized Bluetooth three days later. The port and hub locations are the same for it as they were for the unknown device. Tested on Linux, and it recognized Bluetooth now too.

I guess I somehow managed to corrupt the integrated software within the device? No idea how to reproduce the issue. As I started mingling within Bluetooth settings as Dell Mobile Connect was not automatically syncing with my Android mobile device. I recall that the Bluetooth toggle disappeared after I turned Bluetooth off there.

Annotation 2019-11-24 164445.png

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Dell-SreejithR
Moderator
Moderator

Re: Bluetooth gone. (G3)

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Hope you are doing fine. We haven’t received any response from you. Feel free to reach out to us, we will be glad to assist you.

 

Thanks, 

 Sreejith


Dell-SreejithR
Social Media Support
#IWork4Dell

Vihang Nair
2 Bronze

Re: Bluetooth gone. (G3)

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Having the same issue with my Dell G3 3590. Seems this issue is appearing with many users who purchased this same model

Vihang Nair
2 Bronze

Re: Bluetooth gone. (G3)

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ss.png

Exact same issue here!

TherrienBR
2 Bronze

Re: Bluetooth gone. (G3)

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Same thing here.

The first time, it happened after the computer went to "sleep". I had to reinstall the Bluetooth driver and it came back.

The second time, it still does not work after repairing or deleting/reinstalling the driver. The Bluetooth is gone and all I have is an "Unknown USB USB Device (Device Descriptor Request Failed)" of a computer with only six weeks of usage.  

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