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Bluetooth headphones listed in "Unknown" category in device manager

Anonymous
2022-01-13T20:03:04+00:00

I am attempting to set up a pair of Sony WH-1000XM3 headphones to my Windows 10 Pro (64-bit, Version 21H2, OS Build 19044.1466) machine.

I can connect the headphones just fine and they end up showing up as "paired" once done. However, according to Sony's user manual, a voice should say "Bluetooth connected" once the pairing is successful (this is true, since I know this from my mobile device). It does not play this sound and the device shows up as

Model:    Bluetooth LE Device 38184cd4923e

Category: Unknown

Status:   Paired

I cannot use the headphones as a Playback Device. The headphones are listed under "Other Devices" as "Paired".

The process I've tried:

  1. Install any available Windows updates.
  2. Uninstall Bluetooth driver & restart PC.
  3. Set Bluetooth Handsfree Service and Bluetooth Support Service startup types to "Automatic" and start the services.
  4. Manually add the device and pair it.

This did not work.

Windows for home | Windows 10 | Devices and drivers

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2022-01-14T05:51:56+00:00

    Hello Carlo,

    sorry for the waste of time. I had to hold the headphones' power button for 7 seconds to even activate Bluetooth pairing. Windows found and connected the headphones just fine now and I'm able to use them.

    Apologies once again, and thank you so much for your attempts at helping me.

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  2. Anonymous
    2022-01-13T21:26:26+00:00

    Hello Carlo,

    here are the requested screenshots:

    Image

    Image

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  3. Anonymous
    2022-01-13T20:57:29+00:00

    Good Day Just_Ero,

    I appreciate your time getting back to this thread, can you please take a screenshot of the device manager.

    On the device manager, expand the Bluetooth, take a screenshot and post it here.

    Same this with your System Information under msinfo32, take a screenshot for me to check the exact model of your computer, it looks like you are usinga custom build computer.

    I'll look forward for your response so that I can provide an accurate recommendation.

    Have a wonderful day ahead and stay safe.

    Sincerely,

    Carlo T.

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  4. Anonymous
    2022-01-13T20:50:12+00:00

    Hello Carlo,

    the things you suggested did not work. When going through the Device Manager to update the device's Bluetooth driver, I only have one type of driver available (unless I untick "Show compatible hardware"). The only thing in the "Model" list is the "Bluetooth LE Device". The headphones themselves do not come with drivers, and none are available online. I have tried to untick "Show compatible hardware" to choose "Handsfree Audio Gateway Service", which also did not do anything.

    My system model does not appear to show up correctly in msinfo32. Here's what I'm seeing:

    System Manufacturer   ASUS

    System Model          System Product Name

    This doesn't look correct, but maybe I'm wrong. Is there anything else I can do?

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  5. Anonymous
    2022-01-13T20:35:23+00:00

    Good Day Just_Ero,

    My name is Carlo, I am also using Windows 10 pc and community member like you. Let us work together to sort this out.

    Here are the steps you can try.

    Run the Bluetooth troubleshooter

    -Press Windows key + X

    -Go to Settings

    -Click Update and Security

    -Click Troubleshoot then “additional troubleshooter

    -Look for Bluetooth , click it and run the troubleshooter.

    -Press Windows key + X

    -Go to Device Manager

    -Expand the Bluetooth

    -Look for Bluetooth driver that was installed

    -Right click and Update

    -Look for "Browse my computer for driver

    -Let me pick drivers available drivers

    -Choose an old driver and use it.

    Restart your device, then pair the Bluetooth

    If issue persist, let's download and install the Bluetooth drive

    what is the exact model of your computer for me to check.

    To check the system model proceed with these steps.

    -Press Windows key + R

    -Type msinfo32 and hit enter.

    -Look for the System Model and manufacturer and post it here.

    I hope the information above helps. Please let me know how it goes.

    Have a wonderful day ahead and stay safe.

    Sincerely,

    Carlo T.

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