XPS 13 9365, Bluetooth vanished from DM, device descriptor request failed

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@Ishaan123and @DELL-Cares,

This happens to me every 6 months or so.  I have to re-remember how to fix it every time!  Hopefully I'll find this thread next time I need it ;).

Here's what works for me:

1. In Deice Manager, right click->Uninstall the unknown device

2. Shut down the computer.

3. Unplug the pc and press/hold the power button to clear any energy stored up in capacitors.

4. Power on the machine, the bluetooth device is back.

I imagine that this indicates that the hardware just gets in a bad state and needs a complete clear-out to start functioning normally again.

It does seem like OP has a different issue that won't be solved by this series of steps.  

However, it *does* work on my xps 8930 with a "Qualcomm QCA61x4A/QCA9377 Wi-Fi and Bluetooth" device.

Thanks jull1234. I was having this same issue on my Asus vivobook pro and searched for 2 hours with no luck on getting a solution. But your solution of powering off and letting the extra energy dissipate resolved the issue and I now have my bluetooth back. I will have to write this solution down in case it happens again.

Hi All,

Just to let Dell know that I have been having this issue since I bought a Dell Inspiron 3480 in March 2020.  It's a cheap machine but I only use it to use a remote desktop to work from home.  I got the issue last year very regularly, losing my bluetooth mouse and keyboard in the middle of my working day (normally on a webex call!)

Dell Support were very good, after we tried everyting they replaced the combined WIFI/Bluetooth card, they sent an engineer to my home even though they didn't really have to.

Unfortunately the issue seems to be back this year.  It happens every couple of weeks.

I also found a blog that showed me this work around.  I remove my power cord, shut down the machine, wait a short time (5-10mins), restart, open device manger, uninstall the problem USB driver, scan for hardware changes.  This brings back the Bluetooth section in device manager and things start working.

The reason for posting, is although we have a workaround, it is really inconvenient!  Why isn't Dell trying to resolve this issue with the WIFI/Bluetooth card supplier?  It is clearly happening to many customers with different laptop models.

@DELL-Cares my warranty expires in March so I guess I'd going to have to log another service request with Dell Support.  Can you help with this?

Regards,

Chris.

This worked on my G5 desktop too. Odd that I had to uninstall the drivers both before and after a full powerdown, but it worked.

Hi there guys, I know I'm late but I just got a Dell aptop (Vostro 3400) with the same Qualcomm QCA9377 adapter, and I just found a way to solve this much easier, kinda works like the discharge the battery method.

Just if anyone has the same problem, there is no need to uninstall via device manager, just perform a complete shutdown;

1. Unplug your AC adapter

2. Open windows start menu

3. Click on power

4. Press and hold your Shift key

5. Click Shutdown and wait until system is off

6. Boot up your pc and boom, bluetooth will back

Thanks so much!  The Bluetooth on my Inspiron 3953 is once again functional thanks to following your instructions of :

1. Unplugging the laptop
2. Removing the malfunctioning USB device in Device Manager
3. Shutting the laptop completely down
4. Holding in the power button in until the dotted circle appears to power back on the machine

Shame on Dell for putting such shoddy hardware into their machines!

Er, no. Perform a power Cycle is not only fix. Alternative fix is to do what I did.

I had exactly the same problem with my 8-year-old Dell XPS 2720 desktop PC - in fact I still get the same error message concerning an unknown USB device, but I have got Bluetooth up and running again all the same.
It seems that my machine had a hardware problem and a software problem. Here's what I did:
1) Hardware
I bought a Bluetooth 4.0 Nano USB Adapter (mine is a tp-link UB4A, but I'm sure many others are available) and plugged it into one of the ports at the back of the machine. It was immediately possible to turn Bluetooth on and off again in Settings/Devices. End of hardware problem.
2) Software
Even with Bluetooth working again, I still couldn't get my machine to pair with other Bluetooth devices and stay connected to them, so I downloaded and installed an Intel Bluetooth driver for Windows 10 64-bit, namely BT_22.70.2_64_Win10.exe (though again, I'm sure many others are available). Bingo. Everything pairs with, and stays connected to, everything else. End of software problem.
Not rocket science, I admit, but it seems to have worked for me.

As posted many times. 

This issue with QCA9377 is going on for years 

Only fix is to Perform a power Cycle. Bluetooth will be back. 

Now the real question is how long, tested on 6+ machines,  it can remain on for Months before problem comes back. It can go off again next day. Issue is same with other Laptop brands too. QCA9377 is the Culprit. 

If BLUETOOTH is very essential for you please look a different card. 

It would be worth spending that 20-30$ 

For OP the issue is very difficult to fix. As the card is embedded on motherboard. It can not be replaced. 

@Fat Fred  You bought a USB Bluetooth adapter. That's not a fix, a workaround may be. You could have invested that money for a new WIFI card.   

Since you have an All in one with plenty of ports that was an option for you. Certainly not for OP. He has a notebook with limited USB ports, occupying one just for Bluetooth is not a fix. 

I agree,  don't wanna dongle plugged in all the time with my lappy. 

what do you suggest as a replacement for qca9377

can I also upgrade to wifi6

QCA9377 comes with Bluetooth 4.2 and AC wifi 

You can opt any compatible intel card. 

For WIFI6 you will have to provide your Model number, not all WIFI6 cards will work with all chipsets. 

Share your exact model number

All I tried to do was tell the community what worked for me.  If you have a problem with that, have you ever considered getting a life?

Go for AX200NGW

Around 25-30$ 

would give you upgrade to wifi6  (3000 MBPS) you also get Bluetooth upgrade to version 5.0