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April 14th, 2020 11:00
Aurora R8, bluetooth not working, SOLVED
It's April 2020 and I have run into a similar problem on my Alienware R8.
I lost all Bluetooth functionality. The on-off switch in Windows 10, the icon from the system tray, and so on.
It was a hardware issue, stemming from the fact that I had opened up the case of the Aurora R8 to looky loo and blow out the dust. It was after that when I lost contact with anything to do with BT.
I think I somehow put the left side cover on slightly askew. Yes, I did close it up, but that is when my difficulty with all things BT began.
Today I removed the lid, swung out the power supply, and CAREfully put everything back together. My BT headphones immediately worked as usual.
This was after 45 minutes with a Dell hardware tech and 30 minutes with a Microsoft Windows guy.
Hope this saves someone a major hassle.
Zaes
1 Message
7
December 7th, 2020 07:00
In case someone else has this issue, this fixed it for me twice - both happened a few weeks apart.
Shut down the PC
Unplug and fully discharge the PC by holding the power button for 20 seconds
Plug back in and power on
Log into Windows and open device manager
Uninstall AS Media 3.1 eXtensible Host Controller
Uninstall problem USB device (this is actually the bluetooth device)
Right click and device and click scan for changes
Bluetooth should show up again in device manager and in settings.
I've tried this without fully discharging the PC and it didn't work - PC must be discharged so BIOS can enumerate the PnP devices again.
r72019
6 Professor
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5.3K Posts
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April 15th, 2020 11:00
So to sum it up your wireless/bluetooth network card (black and white wires, above the GPU, m2 form factor) got unseated when cleaning the PC?
MC8515
33 Posts
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April 30th, 2020 04:00
I too have this problem but I really dont want to open the computer. Even if I do open it, I wouldnt know what the bluetooth antenna would look like lol. Is this the only solution to this? I've been reading around and apparently its an update from Microsoft that causes this. I believe it because I have this computer for 5 days and the bluetooth connects to my mouse and keyboard right of the box but now it doesnt work all of sudden. It may not be a hardware issue?
I called Dell Support and the agent remotely accessed my computer and try to troubleshoot with no avail. He said the next step is to have a technician to replace the part or send it back to Dell to be fixed. I just had this shipped 5 days ago and now I am having problems already. I really dont want the technician to come over due to the current environment and I dont want to send it back for repairs either coz I will have to wait 1 week and 1/2 to get it back. If I do send it back it will be a return coz I am already frustrated as is.
Theres an error on the device manager that says:
Device type: Universal Serial Bus controllers
Location: Port_#0008.Hub_#0002
"Windows has stopped this device because it has reported problems. (Code 43)
A request for the USB device descriptor failed."
Is there another way to fix this issue?
r72019
6 Professor
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5.3K Posts
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April 30th, 2020 05:00
1. The usb hub error is a different matter, it most likely means something you have plugged into one of your usb connections isn't working properly (presumably for a bluetooth device like a headset?). This type of error may mean your registry is corrupt and needs to be cleaned. I'd try sfc/scannow and maybe something like cc cleaner. What type of sites have you been visiting? Often corruptions like this may be attributable to malware/viruses.
2. Your antenna is the black and white wire coming out of the m2 drive attached by two leads. Since it was working fine and you didn't open it up, unlikely to be the issue. I would start with fixing #1.
MC8515
33 Posts
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April 30th, 2020 11:00
Thanks @r72019 for replying. I did the sfc/scan before calling customer support and there were no errors. Malware/viruse is also not the case. I have antri-virus installed thats pretty decent. Customer support checked my computer as well by accessing it and went to BIOS to load previous settings. After all of that, I even went as far as resetting the computer to factory settings and no fix is found.
Sorry I forgot to mention I did open it up just to check the what kind of graphics card manufacturer I have. You also helped me with that issue as well I remember you thanks for helping again.
I think Ill try option 2 thanks for telling me the description. Do you happen to have a picture for reference by any chance? if opening it again and following what @ArtOfSilence did with his computer, I dont know why the videos about Aurora casing they made it look so easy to open the inside. If its so sensitive and you may damage some parts they shouldnt let customers know.
Thanks in advance.
r72019
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April 30th, 2020 20:00
I meant to say black and white wires.
r72019
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April 30th, 2020 20:00
Yeah, in the first red circle is the M2 (formerly NGFF) connection for the wifi card.
In the second red circle, are the red and white wires that connect to the antenna.
Both are removable. It is very easy to damage the antenna connectors though.
MC8515
33 Posts
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May 1st, 2020 00:00
Are you referring to these wires?
Those are the only black wires I see and I dont seem to find any damage whatsoever. The end of the wires are covered with a plastic glass.
Eyepile
9 Posts
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May 3rd, 2020 18:00
So I had exactly the same problem as OP about 2 or 3 weeks ago. I did open up the case to install extra memory and hard drive after I got my R8, but that was a few months ago. I was just using my pc with a bluetooth keyboard when bluetooth failed. Called Dell support, the guy remoted in, checked everything (driver and bios etc) and he told me to open up the PC, disconnect the bluetooth card and antenna, and then reconnect those. After that it magically worked, UNTILL NOW.
My bluetooth failed AGAIN today out of a sudden, exactly same problem. I really didn't want to go over all that again, and I am very frustrated at Dell's build quality...
Eyepile
9 Posts
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May 3rd, 2020 18:00
Try disconnect the antenna (the black and white wires) and then reconnect. (remove the plastic cover first, you better check dell's service manual on that first as those antenna connector looks really frigile). It fixs the problem for me for 2 or 3 weeks., until the same problem happened again today .
MC8515
33 Posts
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May 3rd, 2020 21:00
Try opening the case and swing it open. Put it back together gently and dont push too hard. Go to device manager and uninstall and install the error usb hub and restart computer. I also made sure that I have my windows updated.
Goodluck @Eyepile
MC8515
33 Posts
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May 3rd, 2020 21:00
@Eyepile
I really think that the first solution @ArtOfSilence works because this is so weird its fix now. When I took those pictures and put everything together slowly and gently. I also did one more step which is to uninstall and reinstall the usb hub that was having errors through device manager. Restarted the computer and the bluetooth icon just showed and bluetooth toggle is also now showing. I really don't know what is going on it seems like a combination of updates and physically checking the hardware. Whatever I did in the process, one of them works.
Thanks @r72019 for pointing out the antenna wires.
r72019
6 Professor
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5.3K Posts
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May 3rd, 2020 21:00
Yeah, those are the antenna wires. I'd be surprised if they got disconnected if you just opened it up to look inside though.
Eyepile
9 Posts
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May 4th, 2020 12:00
@MC8515 Thanks.
I did have all my drives and windows up-to-date when this issue occurred, and I also tried the uninstall-reinstall unknown USB driver + restart method before I opened up R8 and reconnected bluetooth card physically, all no luck.
Just here to update my situation. The problem solved itself while calling dell support, though the cause of issue is still unknown.
This time my bluetooth came back after I went into BIOS, run a diagnostics there (results' all good), and start up windows. When dell technician trying to remote in my R8 we fond that the bluetooth was back and runing, he was thinking about getting a replacement wireless card already.
Don't know if this issue will happen again since it is the second time. All of this effort cost me a lovely Sunday evening...
XLB
2 Posts
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May 11th, 2020 23:00
Same problem here. Fixed after physically reinstalling the graphic card and disabling/enabling the unknown USB device in Device Manager.
I had opened up the case to install a solid state drive once, but that was almost a year ago.
The problem occurred right after I played Sekiro for 4 hrs. It was the first time that the graphic card (Nvidia RTX 2070) had been utilized intensely for a long period (> 2 hrs) and during the game play the bluetooth worked all fine with the wireless controller.
After reading this post I found the wireless card is really physically close to the graphic card. My guess is the heat of the graphic card somehow damaged the wireless card, perhaps expanded it thermally. The damage was recoverable, but required re-connection sometimes. This is so annoying, especially considering the wireless card is small and delicate to handle. And I would expect to occur again if we just do the re-connection...
I don't know whether it's a design problem or a quality control issue of the wireless card. In the latter case, a replacement might permanently solve the issue.