Bluetooth has turned off and there's no option to turn it back on.

Question

Bluetooth has turned off and there's no option to turn it back on. Some specifics:

HP Envy Laptop 17-ae1xx running Windows 10 Pro 64-bit version 1862.387. All updates have installed successfully. Win10 was upgraded from Win8.1 but was later reinstalled fresh.

Platinum Bluetooth mouse stopped working today. No changes were made from when it was working to when it stopped.

Wireless is on and working fine (Bluetooth is part of the same hardware module).

No software updates made since it last worked.

No restart nor hardware or configuration changes made.

On the Bluetooth & other devices tab on Settings there is no option/toggle to turn Bluetooth on or off.

My mouse is still listed there, but it says Bluetooth is turned off.

On the Connect button on Notifications no Bluetooth devices are listed, even when the mouse (or other devices) is discoverable.

The Bluetooth Support Service is running and set to run automatically.

No toggle to turn Bluetooth on and when I try to add a device anyway and select a Bluetooth device, I get an error screen that says it can't connect and to try turning Bluetooth on.

I've gone through all the troubleshooters and diagnostics on Windows 10; the HP diagnostics don't address Bluetooth errors.

The device drivers indicate there are installed, the device is running normally, and are the latest versions available. No, they haven't been updated recently.

Mouse and phone both show the devices are paired and working (on Devices and Printers), but that's likely just the last status available.

The drivers have deleted and reinstalled.

The service has been stopped and restarted.

The laptop has been restarted (both warm and cold).

Airplane mode has been turned on and off. On the airplane mode screen a toggle is present for Wi-Fi, but not Bluetooth (but I don't know if there was one before).

There is no hardware switch for radio/wireless services.

This has happened before with seemingly random fixes.

Once a reboot fixed it, but not now.

Once an updated driver fixed it, but not now.

Once a BIOS update fixed it, but there are no outstanding updates.

Any solutions?

Answer 1

Hi David. I'm Greg, an installation specialist, 10 year Windows MVP, and Volunteer Guardian Moderator here to help you.

I'll give all possible steps for troubleshooting Bluetooth in order of priority. Many problems right now are being solved by updating to the latest version so if you want to skip to that step see the Repair Install at bottom:

Try Updating the Bluetooth driver from the PC maker's Support Downloads webpage for your exact model. Install it even if it's the same or newer than the one in Device Manager reached by right clicking the Start button.

Right click Start button to access Device Manager, locate Bluetooth device (if necessary from View tab Show Hidden Devices), on Driver tab see if Roll Back is available, if not try Update Driver, first automatically, then Browse, then Let Me Pick to try all previously installed Drivers.

If these fail try to Uninstall the Driver, restart PC to reinstall.

Make sure you're pairing correctly as shown here: https://support.microsoft.com/en-us/help/15290/...

See Fixes here which are all working:

https://support.microsoft.com/en-us/help/14169/...

https://superuser.com/questions/1017867/make-wi...

https://answers.microsoft.com/en-us/windows/for...

Try the Bluetooth troubleshooter at Settings > Update & Security > Troubleshoot.

Try turning off Fast Startup at Settings > System > Power & Sleep > Additional Power Settings > Choose what Power buttons do > Change settings that are unavailable > uncheck Fast Startup.

If this is a mic or headset right click Volume icon in System Tray to Open Sound Settings, make sure the correct device is selected for input or output in the dropdown menu.

Then try pairing again, if necessary run the Bluetooth Troubleshooter again.

If this was caused by Windows Updates then you can check which were installed at Settings>Update & Security>Windows Update under Installed Updates, then uninstall them from the link there, and hide with the Hide Updates tool downloaded from here: http://download.microsoft.com/download/f/2/2/f2...

You can also use System Restore to get before the problem began, then check for Updates with the Hide Update tool and hide them: http://home.bt.com/tech-gadgets/computing/how-t...

If this was caused by a Version Update then for 10 days you can roll it back in Settings>Update & Security>Recovery and then hide it until it matures using the Hide Updates Tool which is explained more here:

https://www.howtogeek.com/223864/how-to-uninsta....

If you think the BT adapter has failed, you can replace it easily with a USB nano adapter like this one: https://www.amazon.com/ZEXMTE-Bluetooth-Receive...

Go over this checklist to make sure the install is set up correctly, optimized for best performance, and any needed repairs get done: http://answers.microsoft.com/en-us/windows/wiki...

Start with Step 4 to turn off Startup freeloaders which can conflict and cause issues, then Step 7 to check for infection the most thorough way, then step 10 to check for damaged System Files. Then continue with the other steps to go over your install most thoroughly.

If nothing else helps you can run a Repair Install by installing the Media Creation Tool and choosing from it to Upgrade Now. This reinstalls Windows in about an hour while saving your files, apps and most settings, solves many problems while also bringing it up to the latest version 1903 which you need anyway and by the most stable method. http://windows.microsoft.com/en-us/windows-10/m....

I hope this helps. Feel free to ask back any questions and let us know how it goes. I will keep working with you until it's resolved.

________________________________________________________

Standard Disclaimer: There are links to non-Microsoft websites. The pages appear to be providing accurate, safe information. Watch out for ads on the sites that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the sites before you decide to download and install it.