Troubleshooting Bluetooth Device Disconnections

  1. Posts : 3
    Windows 10 Professional

    Troubleshooting Bluetooth Device Disconnections

    I use two Bluetooth devices with my computer - a wireless mouse and an Xbox One controller. The mouse has worked fine for over a year and the Xbox controller worked fine for a few days before I started having problems.

    The issue happens most frequently when playing Destiny 2 where both the mouse and controller will disconnect. This causes the game to freeze for 5-10 seconds until a message pops up about the disconnected device. Both devices eventually reconnect. Occasionally the game hangs here and I have to restart the computer.

    The issue has also happened when browsing the internet with just the mouse connected, where the mouse will disconnect, and only turning off/turning on Bluetooth will fix it.

    I have tried uninstalling the Bluetooth driver, restarting, and installing the Intel Bluetooth and WiFi drivers for my wireless card - Intel 7260. I have also tried disabling the power management option "Allow the computer to turn off this device to save power".

    As you can see from the Event Viewer, there are multiple error reports each time this happens. I would greatly appreciate any help, thanks!

    Troubleshooting Bluetooth Device Disconnections-events.png
    Troubleshooting Bluetooth Device Disconnections-2.png
    Troubleshooting Bluetooth Device Disconnections-34.png
    Troubleshooting Bluetooth Device Disconnections-10016.png
      My Computer

  2. Posts : 3
    Windows 10 Professional
    Thread Starter

    Given that the problem sort of cropped up out of nowhere without any hardware or software changes, I'm wondering if my WiFi/Bluetooth card has gone bad and needs replacing.

    I tried uninstalling the latest Windows update since some users reported wireless issues after installing. Also tried updating my BIOS.
      My Computer

  3. Posts : 3
    Windows 10 Professional
    Thread Starter

    I ended up replacing the Intel 7260 with the original included Broadcom card. I downloaded the Bluetooth drivers from ASRock and am back in business.

    My Bluetooth device was out of battery, so I also replaced the batteries in that. I think what was happening is the device was dying from low power, and for whatever reason the Intel drivers didn't know how to handle it, causing my computer to lock up and disconnecting all Bluetooth devices. The Intel card never had an issue with other Bluetooth devices, but for whatever reason this one (Xbox One wireless controller) really tripped it up.

    The errors I showed above from the event log are still there, so they must be unrelated to the issue I was having.
      My Computer


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