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Posts: 17
Registered: ‎11-08-2014
Location: US
Message 1 of 11 (3,911 Views)

Bluetooth shuts off unexpectedly

My bluetooth shuts off unexpectedly when using headphones, commonly doesn't find paired devices unless turned off then on.

 

I have LG HBS800 headset and when talking to someone the Blueooth turns off, and is completely gone from the system. Bluetooth mouse doesn't work, can't be turned back on as the system doesn't see it unless I restart the system from a complete power off.

 

This is on a Y50 Touch UHD running the new drivers released 03/17/2015, it wouldn't run the headset at all before this update.

Support Specialist
Posts: 5,822
Registered: ‎02-11-2012
Location: PH
Message 2 of 11 (3,896 Views)

Re: Bluetooth shuts off unexpectedly

hi jjn00711,

 

Can you try to turn off the power saving feature ("turn off this device to save power) of the bluetooth adapter from the Device Manager > Bluetooth and observe.

    Sample image

 

 

Let me know how it goes.

 

Regards



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Posts: 17
Registered: ‎11-08-2014
Location: US
Message 3 of 11 (3,890 Views)

Re: Bluetooth shuts off unexpectedly

Power Saving had already been turned off because it interupts the mouse, this was not that.

 

Windows stopped seeing the device entirely, there was no Bluetooth settings the whole device disappeared. The Bluetooth mouse stopped working too, the whole thing shut off.

Support Specialist
Posts: 5,822
Registered: ‎02-11-2012
Location: PH
Message 4 of 11 (3,869 Views)

Re: Bluetooth shuts off unexpectedly

hi there,

 

If the Bluetooth entry in the device manager is missing when the issue occurs then it's possible that the bluetooth hardware might have gone faulty or Windows disconnected the device for some unknown reason (eg., IRQ errors)

 

BT.JPG

In addition, the Bluetooth hardware is normally embedded on the Wireless Adapter (Wi-Fi + Bluetooth Combo card). When the bluetooth device fails, are you still able to use the wireless functionality?

 

Other things that you can try or check:

1. Open Control Panel (icon views) > Programs and Features and uninstall the Bluetooth Driver then reboot. After the restart, the bluetooth device should use an inbox driver (similar to the image above). Try to pair a bluetooth device and observe. 

 

In case that the bluetooth device doesn't install a generic (inbox) driver, download and run the BluetoothDriverInstaller.

 

2. Open the Event Viewer (press the Windows key‌ Windows logo key+R, type eventvwr and press Enter) to check for additional errors

 

The Windows Event Viewer Is and How You Can Use It

 

3. Update to the latest BIOS 9ECN37WW(V2.01)

 

4. Run Windows Update to get the latest patch and bug fixes for the OS.

 

 

Regards



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Posts: 17
Registered: ‎11-08-2014
Location: US
Message 5 of 11 (3,852 Views)

Re: Bluetooth shuts off unexpectedly

I have already installed all the latest drivers on 03/18/2015 including the BIOS you posted.

 

I can still use the wifi and local network connection, and YES it did it agan a day ago. This time I checked the error message, the hardware flagged an error that caused the system to shutdown the device, so I did a "repair" to the Bluetooth drivers (released 03/11/2015).

 

The clarity on the headset I'm using is terrible, periodically drops, and seems to do this crash where the device turns off and is unrecoverable when I connect one of my headsets. There are long delays (over 1 sec.) and at times my Bluetooth moise is very sluggish. I have ordered a new headset, and if the quality remains terrible or if I encounter this issue again I'll report back here, but I think it's time to call this laptop a lemon. I have been experiencing all sorts of issues, graphics card was another BIG problem and still not sure that is worked out, though I have hope with a current change to the driver settings (non-standard, I feel for others who are not as technical and purchased this machine).

 

I'm still interetsed to hear what you think it could be, I'm not happy about having to send it back and waiting 3-4 weeks.

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Posts: 17
Registered: ‎11-08-2014
Location: US
Message 6 of 11 (3,843 Views)

Re: Bluetooth shuts off unexpectedly

Here is the complete error history from the logs. It starts with many errors (#1) being listed 15 to 20 times in the logs, then when it actually shuts off it logs teh final erros (#2). It how now shut off over 10 times in a matter of a few days.

 

The wireless continues to work, but when shutting down the system hangs and requires a power button hold to actually power off.

 

Here are error messages...

 

ERROR #1  (there are many of these)

Critical  3/28/2015 10:43:44 AM DriverFrameworks-UserMode     10110   User-mode Driver problems.

 

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.

 

 

ERROR #2  (final error logged)

Critical  3/28/2015 8:13:06 PM    DriverFrameworks-UserMode     10112   User-mode Driver problems.

 

The device UMDF HID minidriver Device (location (unknown)) is offline due to a user-mode device crash.  Windows will no longer attempt to restart this device because the maximum restart limit has been reached.  Disconnecting the device and reconnecting it, or disabling it and re-enabling it from the device manager, will reset this limit and allow the device to be accessed again.  Please contact the device manufacturer for more information about this problem.

 

 

Smiley Tongue

Now to be sum up the system and OS...

I have a Y50 Touch UHD that is about 3 months old. I have updated Windows with all the critical and recommended updates, and I have installed all the Lenovo drivers to date. I have not done any weird hacking to teh system, and don't run anything but professional software from industry recognised corporations (Adobe, Autodesk, Google, Mozilla, etc.)

 

I would very much appriciate help from everyone and anyone, I no rely on the Bluetooth mouse & headphones for the primary objective of this system. I've worked out the other bugs on the system, getting this would be the final hurtle to a happy customer.

Smiley Happy

Support Specialist
Posts: 5,822
Registered: ‎02-11-2012
Location: PH
Message 7 of 11 (3,823 Views)

Re: Bluetooth shuts off unexpectedly

hi there,

 

Do you have the Intel 3160 AC wifi+blutooth adapter? Also, If you use an inbox (microsoft) bluetooth driver, are you able to pair a bluetooth headset without issues?

 

For the DriverFrameworks-UserMode errors, can you open a command prompt as admin and type:

sfc /scannow

if you get errors, type Dism /Online /Cleanup-Image /RestoreHealth

 

More info:

SFC /SCANNOW Command

DISM to Fix Component Store Corruption

User-Mode Driver Framework FAQ

 

As for the system hanging when shutting down the system, can you perform a clean boot to temporarily disable non-microsoft services/items that might be causing the issue.

 

If the problem remains then its likely that this is a hardware level problem and I recommend you contact Lenovo on how to go about replacing the WLAN adapter (wireless+bluetooth combo card)

 

Support phone list

 

 

Regards



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Posts: 17
Registered: ‎11-08-2014
Location: US
Message 8 of 11 (3,817 Views)

Re: Bluetooth shuts off unexpectedly

[ Edited ]

I have the Intel Dual Band Wireless-AC 7260

 

I got a new headset, the error have stopped that I was experiencing. It seens to have something to do with Skype and perhaps a faulty headset, it was only hapening while using Skype. I have sense removed the audio devices from Skype & from the system.

 

The new headset keep losing the connection while in a call, but no errors are being logged. I have removed the device several times, repaired it, but commonly it shows two different devices both with the same name.

 

I still have UMDF HID minidriver device listed as "Windows has stopped this device because it has reported problems. (Code 43)". I also have another device under Other devices, listed as Unknown device and it can't find the driver for it.

 

I have included the Device manager screen below.

 

I did run sfc /scannow and it found an error with something related to AMD, but was not able to fi it. I will try the command you posted t resolve those errors.

 

Link to image

 

Moderator note: large image(s) converted to link(s):  About Posting Pictures In The Forums

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Posts: 17
Registered: ‎11-08-2014
Location: US
Message 9 of 11 (3,813 Views)

Re: Bluetooth shuts off unexpectedly

!!! Now my network is disappering !!!

 

I can get to other system that are mapped network drives but the "network" is empty.

 

I've also started getting this error:

"Windows cannot store Bluetooth authentication codes (link keys) on the local adapter. Bluetooth keyboards might not work in the system BIOS during startup."

 

 

Doesn't Lenovo have some sort of diagnostic software I can run?!

It seems like one step forward two steps back, this is terrible and I'm losing time & money while NOT working! 

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Posts: 17
Registered: ‎11-08-2014
Location: US
Message 10 of 11 (3,785 Views)

Re: Bluetooth shuts off unexpectedly

After reinstalling Windows, installing all the Microsoft updates, updating all the drivers from Lenovo and buying a new headset... the system still failed again!

 

I have sent it in to be repaired, a real bummer that is costing me. Not happy about this.Smiley Mad

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