problem with the driver for Bluetooth Low Energy GATT compliant HID device

Question

I have a Surface 3 (Intel Atom CPU) with Windows 10 Pro version 1703 build 15063.608.  The Bluetooth devices I have connected are a Surface Pen,  Wedge Mobile Keyboard, and Arc Touch Bluetooth Mouse.

I would like to receive a solution to resolve the problem with the bluetooth driver.

I am having this problem every day which is a negative impact to my productivity.  I can't reliably depend upon my Surface 3 and the Arc mouse to work.  I have experienced the issue for an estimate of a year.

I believe I am having the same problem that many other users are having with the Surface and the latest version of Windows 10 with the Surface's Bluetooth Low Energy GATT compliant HID device.  The Arc Touch Bluetooth Mouse will stop working but it is reported as connected.  

The symptoms of the problem.

* At some point the Arc mouse will fail to respond to input.  No mouse cursor movement is observed or button clicks.  The Settings/Bluetooth & other devices shows the Arc Touch Bluetooth Mouse as "paired" when it is not working.

* I think the Arc mouse fails to work properly when the Surface is on its own battery power and has resumed from sleep.  I have not fully confirmed this behavior.

* The Surface Pen is reported as "paired" in Settings/Bluetooth but the button which is bluetooth is not triggering actions upon single press, double press, or long press.  The inking and erase are not impacted.

* The Wedge Mobile Keyboard is reported as "Connected" and does not have the same issues.

* Windows Defender Security Center will at times report a warning for "Device performance & health" and indicate a Device driver has 1 recommendation due to a device driver may not be working properly.  This is not always detected when the mouse is not functioning correctly.  The Troubleshooter does not always fix the problem.

* The Troubleshooter reports "There is a problem with the driver for Bluetooth Low Energy GATT compliant HID device.  Reinstalling the driver might fix this problem."  Apply this fix does not reliably fix the problem.  It is not always detected as a problem when the mouse is not working.

* The Event Viewer reports errors "A problem has occurred with one or more user-mode drivers and the hosting process has been terminated.  This may temporarily interrupt your ability to access the devices."  and "The device Bluetooth Low Engergy GATT compliant HID device (location Bluetooth LE Device) is offline due to a user-mode driver crash.  Windows will attempt to restart the device in the shared process 1 more times before moving the device in its own process.  Please contact the device manufacturer for more information about this problem."

I have not found a reliable solution.

I have tried the following to resolve the problem.

* Reboot the computer when the Arc Mouse is not working.  Does not work reliably as a work around.  It is not practicle to reboot the computer each time I turn it on.  Sometimes a reboot does not resolve the problem.

* Replace the batteries in the Arc Touch Bluetooth Mouse.  Did not resolve the problem.

* Removed and Added the Arc mouse as a paired device.  Does not work reliably as a work around.

* If Windows Defender Security Center reports a warning for a device driver running the troubleshooter does not reliably fix the problem.  Sometimes it will not detect the driver is in a failed state.  The solution to fix the problem does not restore the mouse function reliably.  Sometimes the driver will crash again right after the troubleshooter applied the fix.

* Manually uninstalled the drivers and reinstalled them for the bluetooth devices.

* Reinstalled Windows 10 with a clean install.  The problem existed before the reinstall of windows and continues after.

* I have made sure the latest firmware updates are installed.

* I have made sure to use the Surface driver installs from Microsoft.com

* I have waited for Microsoft to release a Windows Update to fix the issue.

* I have tried a Windows refresh.  This also did not resolve the problem.

Let me know what diagnostic information I can provide or potential testing I can do.

Right now I am on a clean install with latest drivers and Windows 10 Pro.  Firmware appears to match what is the latest.

Thank you,

Mark

Moved from: Surface / Surface 3 / Install, update, and repair

Answer 1

A combination of running the Surface Diagnostic tool and upgrading to Windows 10 1709 seems to have resolve the problem.

I can't confirm if running just the diagnostic tool would have fixed the problem.  

So far the answer for me is running the diagnostic tool and upgrading to Windows 10 1709 the fall creator update.

Regards,

Answer 2

Hi,

The challenge that you are experiencing with the Bluetooth devices connected on your Surface 3 may be a software-related concern.

Have you tried running the Bluetooth troubleshooter for Windows 10? Also, what is the current Power Plan selected on your Power Options? If possible, can you send us a screenshot of your current power plan?

Regards.

Answer 3

Hi Jasmine,

i have attached screen shots of my power settings.  I will try the Bluetooth trouble shooter.

I rebooted the Surface 3 and will find out how long the mouse will work.

-Mark

Answer 4

The trouble shooter does not resolve the problem.

Answer 5

We recommend that you try to uninstall the wireless control driver (Marvell Avastar) on your device and restart your Surface afterwards. The driver will automatically install and be you will be prompted with updates if available.

Keep us updated with the result.

Regards.