DJ-Cloud7
1 Copper

XPS 13-9365, Bluetooth completely disabled

Greetings!

I'm having a problem where my Bluetooth is completely disabled on my Dell XPS 13 9365 2-in-1. As in the Bluetooth ON/OFF switch is missing and Bluetooth is not showing in Device Manager even if I select "Show Hidden Devices". Up until recently, the Bluetooth worked fine without any issues. When I run the Troubleshooter it says that the device doesn't have Bluetooth capability which is clearly false.

The error message I am seeing in Device Manager under the Universal Serial Bus Controllers section is "Unknown USB Device (Device Descriptor Request Failed)". I know for certain from research that this error message is related to the internal Bluetooth component failing. I have tried everything from uninstalling/reinstalling Bluetooth/Chipset drivers, updating the BIOS, and even reinstalling Windows twice.

My understanding is that the Bluetooth and WIFI for this model are on the same card, so I don't think its a hardware issue because the WIFI works perfectly. Has anyone had a similar issue? Any suggestions on what I can do to try and fix Bluetooth? 

Cheers!

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14 Replies
Moderator
Moderator

Re: XPS 13-9365, Bluetooth completely disabled

For my notes and to check the warranty status, click my username and via private message, send me the service tag number.

 

The XPS 13-9365 2-in-1 has the onboard Intel Wireless 8265 + Bluetooth 4.1. There are different drivers for Wireless and Bluetooth.

 

* Install our Intel Chipset driver. Reboot when down
* Install our Intel 8265 Bluetooth driver. Reboot when done
* Retest

DJ-Cloud7
1 Copper

Re: XPS 13-9365, Bluetooth completely disabled

Hi Chris!

Thanks for the quick reply, I appreciate your assistance.

I just tried installing both the Chipset Driver and the Bluetooth Driver to no avail.

Any other suggestions?

I read somewhere that a user fixed this issue by allowing the battery to fully drain to the point where the power button didn't do anything at all and then it caused the BT hardware to be recognized successfully once again.

Cheers

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Moderator
Moderator

Re: XPS 13-9365, Bluetooth completely disabled

I have never heard of that workaround. Would not hurt to try it.

* Disconnect the AC power adapter from the laptop
* Remove the battery from the laptop (page 12)
* Press the power button for 8 seconds
* Reconnect the AC adapter with the battery still out
* Power on. Then see if the BT appears. If yes, power off, reinstall the battery. Power on

For my notes and to check the warranty status, click my username and via private message, send me the service tag number.

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NickWulf
1 Copper

Re: XPS 13-9365, Bluetooth completely disabled

Dj- did you get your issue resolved? I have same issue. Thanks
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ST...
1 Nickel

Re: XPS 13-9365, Bluetooth completely disabled

Did you ever have any luck with this?

I'm having the same issue as of a week ago (BT only appears as hidden device in Device Manager). I have tried pretty much everything you described including toggling Bluetooth on/off in BIOS, restarting Bluetooth Support Service, draining the battery, all the driver updates from Intel and Dell, etc. 

Intel 8265 networking card works fine on the wifi side of things, but something is causing the BT component to not be recongized. 

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Saltgrass
4 Ruthenium

Re: XPS 13-9365, Bluetooth completely disabled


@ST... wrote:

I'm having the same issue as of a week ago (BT only appears as hidden device in Device Manager). I have tried pretty much everything you described including toggling Bluetooth on/off in BIOS, restarting Bluetooth Support Service, draining the battery, all the driver updates from Intel and Dell, etc. 

Intel 8265 networking card works fine on the wifi side of things, but something is causing the BT component to not be recongized. 


If the Bluetooth device shows as hidden, that means it isn't connected or has failed.  You might try using the Bios to turn off the Bluetooth (as you did) and maybe even the Wi-Fi and then reboot your system a few times to see if it will recognize the Bluetooth again after turning it back on in the Bios.  Since Win 7, the number of times to repair some specific problems is three, so reboot your system normally, with the device disabled, at least three times.  Then re-enable it in the Bios.

I have seen instances where the Bios forgets a device is installed and refuses to recognize it until forced to do so.

If the 8265 has failed then your option would be to get a Bluetooth dongle because the 8265 card is soldered in place.

----------------------------------------------------------------------------------


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

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ST...
1 Nickel

Re: XPS 13-9365, Bluetooth completely disabled

Thanks for the tips.

Yes, I tried disabling wifi and Bluetooth in BIOS, then rebooted 3x, then re-enabled wifi and Bluetooth in BIOS. Still no luck with the Bluetooth. 

Also, I should clarify that the hidden Bluetooth device was just the generic Bluetooth driver I installed during the troubleshooting process. I've since deleted that and we're back to the beginning:

2019-02-04_23-25-22.png

Although I had to edit the registry to get the Power Management tab to appear in the Properties dialog box. In the process, I noticed that netwtwo6.sys fails to start. But I can't make sense of the error message:

2019-02-04_23-27-29.png

 

2019-02-04_23-34-28.png

 

Maybe that's why I have to manually start the service or maybe that's just a session-specific instance?

2019-02-04_23-26-44.png

 

This is already more Bluetooth fun than I had planned for one lifetime, so any additional suggestions are greatly appreciated. 

 

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Saltgrass
4 Ruthenium

Re: XPS 13-9365, Bluetooth completely disabled

We will have to wait for your attachments to show up, right now they are just icons.

Hopefully, when those show up I can compare them to my system. 

Modern Standby systems do not normally have a power tab on the Wi-F-Network adapter since the system is supposed to be able to turn it on and off when in low power mode.  Bluetooth is essential for many of the low power mode processes to function, such as using the PEN or Cortana to turn the display on.

My system shows netwtw06 was installed in November of last year and no more entries after that in the events tab of the Wi-Fi adapter.  The Bluetooth adapter shows as being installed only once in November.

----------------------------------------------------------------------------------


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

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ST...
1 Nickel

Re: XPS 13-9365, Bluetooth completely disabled

Sorry, I'm not sure why the images aren't showing up on your side. 

Here's what I learned that I was doing wrong, maybe others will find it helpful...

When I disabled the wireless settings in the BIOS I made sure to:

  1. Cycle through once with both wifi and Bluetooth OFF; 
  2. Then I switched just the Bluetooth ON -- and it finally popped back up in Device Manager.
  3. Then I rebooted to bring the wifi back on via BIOS and now I'm back in business.

Apparently, in my case, the fact that I had been toggling the Bluetooth on/off via BIOS (without also disabling wifi) was the issue. 

 

2019-02-05_22-40-03.png

 

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