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May 30th, 2022 14:00
Dell Bluetooth Mouse and Keyboard Randomly Stop Working
Hello
My Dell Bluetooth keyboard and mouse randomly fails. These are Dell devices that used to work well with my Dell XPS Windows 10. With my new Dell XPS XPS 8940 Windows 11 PC, the keyboard and mouse would work for a week or so and then stop working. I would have to plug in a wired USB keyboard and mouse to use the PC. I have tried many things:
- Uninstalled and reinstalled the Bluetooth devices manually via Window 11. This was in the Device Driver.
- Installed this Wireless Bluetooth driver: https://www.intel.com/content/www/us/en/download/18649/intel-wireless-bluetooth-for-windows-10-and-windows-11.html
- Ran the Dell Diagnostics and all passed
- Ran the Windows Bluetooth Diagnostics and Troubleshoter and all passed. No issues found
- Tried different the USB ports on the Dell XPS to plug in the Bluetooth receiver for the keyboard and mouse.
- Ran the Bluetooth driver check and it shows I have the latest driver. I tried removing the driver manually and then installing. Windows says the Bluetooth driver is updated.
- Changed the Bluetooth Support Service service to ensure it restarts after failing and keeps trying to start if fails. Did the same for BluetoothUserService_6f8ea service.
- Changed settings for the BluetoothUserService in the registry to ensure that it starts and is running: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BluetoothUserService
- Restarted the PC many times.
- Check for Windows updates which show Windows 11 is updated and current
None of these things resolved the issue. The thing is that the articles and posting that I find are for getting the Bluetooth mice and keyboards working. For me, they are working for awhile and then stop.
I like to avoid getting a new Bluetooth mouse and keyboard as I am wondering even if I get new devices, they still may randomly stop working.
This is related to Windows 10, but I wonder if the issue has not been resolved with Windows 11.
I do see this in the event log that seems to occur every time the keyboard and mouse stop working. But articles that I find don't help. Error keeps occurring:
Log Name: System
Source: BTHUSB
Date: 5/24/2022 8:44:40 AM
Event ID: 18
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: Home
Description:
Windows cannot store Bluetooth authentication codes (link keys) on the local adapter. Bluetooth keyboards might not work in the system BIOS during startup.
byrump
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June 9th, 2022 14:00
I contacted Dell Tech Support and they want to replace the motherboard and hardware for the USB ports. So, you can close this case. Hopefully, the hardware changes will make a difference.
DELL-Cares
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May 30th, 2022 14:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
Vic384
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May 30th, 2022 16:00
@byrump You indicated you are using a Bluetooth receiver plugged into a USB port. In Device Manager, under Universal Serial Bus Controllers, for each USB Hub entry (there are several entries), try unchecking 'Allow the computer to turn off the device to save power' in the Power Management tab under Properties for the Hub. Also, is there some reason for using the USB Bluetooth receiver instead of the Bluetooth capabilities of the wireless module that comes with the XPS 8940?
byrump
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May 30th, 2022 18:00
I will try those settings in Device Manager. I am aware of the built in Bluetooth capabilities, but when I try to add the device via Windows settings, I am not sure what name of those devices. I don't know the name of the mouse and keyboard that would show up in the list. How do I tell? Both are turned on. What shows up in the Input category is the Logitech Unifying Receiver, when I have the receiver plugged into the USB port. If I could get the devices more stable without the receiver, that would be great.
b
byrump
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May 30th, 2022 18:00
I have unchecked 'Allow the computer to turn off the device to save power' on several USB ports. The thing is that I will need to wait a few weeks to see if these settings will make he devices keep their connection. Keyboard and mouse are working fine, but they typically work after rebooting and stay stable for a week or. Can you keep this tick open for 2 or 3 weeks to see if devices are stable?
byrump
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May 30th, 2022 19:00
It seems like the mouse and keyboard only can be paired with with the Logitech receiver and not with the Dell's Bluetooth. I will keep checking, but that seems to be the case.
RoHe
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May 30th, 2022 19:00
In addition to the changes @Vic384 recommended, you should also uncheck that same box, "Allow PC to turn off...", for all Human Interface Devices listed in Device Manager that have a Power Management tab.
And, then navigate to the Power options screen in Win 11. Identify the active Power plan, click Change Settings and on next screen click Change Advanced Settings
On that last screen, disable hibernation, USB Selective Suspend, Hybrid Sleep, and PCI Express Link State Management. Be sure to save the changes to the Power plan and then reboot.
BTW: If you're using a Logitech USB dongle to connect the BT mouse and keyboard, the internal Intel BT card is (probably) irrelevant. So maybe you also need to disable the internal Intel BT card in Device Manager, in case its signal is interfering with the Logitech BT receiver.
And for the record, if you have Intel AX200/AX201/AC210/AX211/9560/9462/9260/8265/8260/7265/3165 Bluetooth, this is Dell's driver for XPS 8940, which may -or not- be the same one you got at the Intel site.
RoHe
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May 30th, 2022 20:00
Not surprising that they're a matched set.
But you still need to make sure PC isn't just turning the Logitech USB dongle off by making all the changes @Vic384 and I suggested.
Vic384
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May 31st, 2022 03:00
@byrump Great suggestions by @RoHe.. I was also concerned about interference between the two Bluetooths which is why I was wondering if you could just use the Bluetooth that came with the XPS. Regarding your question about keeping the changes in Device Manager, there is no harm in keeping the changes. Those changes make little difference with a desktop PC but may extend battery life on a laptop.
byrump
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May 31st, 2022 19:00
I have made all the changes listed in this ticket. The keyboard and mouse are working so far. I still have the Bluetooth receiver in the USB port.
byrump
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May 31st, 2022 19:00
If the Bluetooth that comes with the XPS showed the device, I could select them. However, I don't know the devices names, so I can't select them. The PC picks many Bluetooth devices.
RoHe
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June 1st, 2022 11:00
If you want, post a list of the BT devices being shown by onboard BT and we can have look.
CAVEAT: For security purposes, they may be hidden from onboard BT and so can only be paired with the Logitech dongle.
byrump
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June 8th, 2022 12:00
I am still experiencing the problem. The USB ports froze and the keyboard and mouse stopped working. I could not even get any of the USB ports to work with the plugged-in wired USB mouse and keyboard.
RoHe
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June 8th, 2022 16:00
BTW: If this XPS 8940 is still under warranty, contact Dell Tech Support for assistance.
RoHe
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June 8th, 2022 16:00
With PC off, connect a USB hub with its own power adapter to a rear USB 2 port, and plug the adapter into the wall. Then plug a USB mouse and keyboard into the hub.
Boot PC and see if mouse and keyboard work now....