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Alexander Wong
1 Nickel

Bluetooth Driver Crashes, Gets Disabled Forever on XPS 15 9550

This is the 2nd incident that this has happened.

How and what happened the first time?

I am using my XPS 15 9550, and suddenly on a random moment, my bluetooth mouse will no longer respond. Checking the taskbar notification area, the bluetooth icon is gone. Going into Settings, Windows says Bluetooth is turned off. But there is no way to turn it back on. I did not do anything, installed anything to disable the bluetooth. Multiple restarts did not bring Bluetooth back from the dead. Device Manager had no signs of Bluetooth ever existed as well. I head onto the Dell Driver update site, and saw there was a new BIOS update, applied it and Bluetooth came back to life miraculously. This is how I fixed the first incident.

Do you have latest updates of Windows 10 and drivers now?

*** yes I have, all drivers and Windows Updates are applied. BIOS latest version as well as of this writing. Latest Killer Wireless driver suite and bluetooth driver as well.

How the 2nd or recent incident happened?

Exactly the same way the first incident happened. Suddenly my bluetooth mouse was no longer responding. Bluetooth icon in taskbar disappears, cannot see Bluetooth in Device Manager as well. Restarted multiple times, nothing works. No new BIOS update from Dell either. Checked and I am running latest Killer Wireless suite and Bluetooth driver from them as well. What the *** is going on? Is there like a time-bomb on the Bluetooth hardware/driver?

12 Replies
Saltgrass
4 Ruthenium

RE: Bluetooth Driver Crashes, Gets Disabled Forever on XPS 15 9550

Do you have any other Bluetooth devices or can you run you system without that mouse for testing?

What model is the mouse?

There was a Windows update yesterday, has that been done?

New Windows Build coming next week, which might also effect the situation.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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Alexander Wong
1 Nickel

RE: Bluetooth Driver Crashes, Gets Disabled Forever on XPS 15 9550

Like I mentioned, all  Windows Updates have been applied, latest drivers verified as well. I'm in the tech industry, so these handling the usual diagnostics is commonplace for me. What I don't understand is how the Bluetooth itself can disappear. Checked the Windows Update history, no updates were applied today.

I could make do with another mouse for now. If you're asking whether I could use other Bluetooth devices which are paired with this machine, unfortunately no, not at all. The laptop currently works like there's no Bluetooth chip or driver in it at all. Prior to this, I managed to bring it back alive by applying the latest BIOS from Dell.

And I did further digging in Event Viewer to see if I can find anything, nope. No Errors or Warnings for today in Hardware, System or Applications.

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Saltgrass
4 Ruthenium

RE: Bluetooth Driver Crashes, Gets Disabled Forever on XPS 15 9550

The reason the device may disappear is because it is not being picked up during boot so the device is not being recognized.  A conflict of some kind with a device might be causing that device to be rejected.

In device manager you can check the properties of the BlueTooth radio and look for an events tab.  In some cases, it will show what is happening with the device.  Make sure and scroll the window if needed.  If it shows the driver being reinstalled over and over, it is having problems.

I asked about the mouse in case it was causing a conflict.  Several years ago, my experience with Bluetooth mice was not good.  Recently, it has improved but I have not tried my older one with the new Win 10 builds.

I have one system on which I installed a Kiler Wireless 1535 for testing.  So far, I am happy with it. (I think I have the model number correct)  I run several Bluetooth devices, such as headsets, external speakers.  If I can find my old mouse, I will try it also.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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Alexander Wong
1 Nickel

RE: Bluetooth Driver Crashes, Gets Disabled Forever on XPS 15 9550

I also mentioned that I did checked for Bluetooth in Device Manager in case you missed it. Do you see Bluetooth in my Device Manager? This was what I meant, Bluetooth no longer exist in Device Manager. When it works I could come here and make changes or whatever, now it disappeared.

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Saltgrass
4 Ruthenium

RE: Bluetooth Driver Crashes, Gets Disabled Forever on XPS 15 9550

You might check the hidden devices view and see if it shows up there, but if it is just greyed out that means it is not connected.  And no, you cannot do anything with a device which is not shown in device manager.

The Killer Wireless Adapter seems to be working and since the Bluetooth is on the same card, it is installed.  

You have one USB device showing as unknown, so maybe correcting that situation would help.

Since it was already going in and out, it is probably already enabled in the Bios.  You might try disabling the Bluetooth in the Bios and rebooting a couple of times and then re-enable it.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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geoboss
1 Copper

RE: Bluetooth Driver Crashes, Gets Disabled Forever on XPS 15 9550

I am trying to solve the same issue with a brand new XPS 13.  On the line now with Dell Support.  

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FloridaJimL
1 Nickel

RE: Bluetooth Driver Crashes, Gets Disabled Forever on XPS 15 9550

I've had a similar problem for almost a year.  Many times I lose BT after a reboot.  I have to un-install the BT device then scan for hardware changes. Then all is good for a while.

I'm using a Microsoft mouse.  I have not applie any bios or driver updates because I'm afraid of getting the screen flicker back again.

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lupMixy
1 Copper

RE: Bluetooth Driver Crashes, Gets Disabled Forever on XPS 15 9550

I'm having the exact same issue with a recently purchased XPS 15 9560.  Suddenly, NO ENTRY in device manager for Bluetooth at all (and seemingly no way to install/restore it)

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lupMixy
1 Copper

RE: Bluetooth Driver Crashes, Gets Disabled Forever on XPS 15 9550

What worked for me was to reinstall the latest BIOS file for my machine.  We shall see if that fix endures...

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