Bluetooth is not working for me since I upgraded my laptop from windows 7 to Windows 8 Pro.

Hi Clare,

Welcome to Microsoft Community.

From the provided information, I understand that you are unable to connect Bluetooth mouse. We need some more information to assist you in a better way.

1.      Did you check using other Bluetooth devices?

2.      Did you try with different Bluetooth device apart from mouse?

3.      Have you updated the Bluetooth drivers?

4.      Are you able to see Bluetooth mouse in Device Manager when you try to connect?

5.      What is the make and model of the Bluetooth mouse and the computer?

6.      Do you get any error message when you connect the mouse?

This might be an issue with the drivers (as both Bluetooth mousses didn’t work) or if the device is not installed properly or because of few settings. Let’s try few methods and check if these methods help in resolving the issue.

Method 1: Run Hardware troubleshooter as it will help in resolving the issues with hardware and resolve any simple issues found.

a.       Connect the devices to the computer.

b.      Press Windows + W key on the keyboard.

c.       Type troubleshooting in the search tab and press Enter.

d.      Click View all on left panel.

e.       Click Hardware and devices, new window will popup.

f.        Follow the on screen instructions.

Method 2: Allow Bluetooth devices to connect to this computer.

a.       Press Windows key + X.

b.      Click on Control Panel.

c.       Click on Hardware and Sound.

d.      Click on Bluetooth Devices.

e.       Click on Options tab.

f.        Make sure the “Allow Bluetooth devices to connect to this computer” check box is selected.

Method 3: Check if the Bluetooth service is running.

a.       Press Windows Key + R, type services.msc, press ENTER.

b.      Search for Bluetooth support service.

c.       Check if it is started, if not Right click on the service and click on Start.

Method 4: Reinstall the Bluetooth drivers.

a.       Press Windows + X, click Device Manager.

b.      Expand Bluetooth Radios.

c.       Right click on the Adapter’s name and click Uninstall.

d.      Please download and install the drivers from the computer manufacturer’s website.

You may refer to the link for additional information.

http://windows.microsoft.com/en-US/windows-8/why-isnt-windows-finding-device#section_4

http://windows.microsoft.com/en-us/windows-8/install-view-manage-devices-printers

Hope this helps. If the issue persists with Bluetooth mouse, please get back to us. We are here to assist you.

Hi Niyamath, and thanks very much for your reply.

To answer your questions:

1. Did I check using other Bluetooth devices?

As well as trying a different Bluetooth mouse (a Sony Vaio BT laser mouse: VGP-BMS21) which didn't work either, I also tried an old Logitech BT mouse (someone else's): M305 which comes with a separate transceiver thing that plugs into a USB port. This one is the only one that worked & I think it's probably just because of the transceiver thing that plugs into the USB port.  My mouse  is a Dell BT Travel Mouse (D P/N: PU705) - which still doesn't work on my laptop even though it works on at least 3 other PCs (with 3 different Windows OS versions).

2. Did I try with different BT mouse device apart from mouse?

Yes,  I tried using my Samsung Galaxy S1 phone (on Gingerbread android OS).   That didn't work either. I got the message: Attention - failed to pair with Dell Wireless 370 Bluetooth minicard. Incorrect Pin or passkey.  However, it didn't actually ask for a pin or passkey at any point.

3. Have I updated the Bluetooth drivers?

I have tried more than once!  I downloaded something called SetupBtwDownloadSE the other week. It's from Broadcom Corp, product & file version: 12.0.0.4300.  I've tried running this more than once - the other night I was trying for a few hours to get this working!

Each time I try, it asks me to switch on the BT mouse so it can download & install the BT software.  It gets up to a certain point (not very far in) & seems to hang (or at least not go any further) & meanwhile I have to keep pressing the BT connect button on the mouse because it keeps turning itself off after a while.  I've tried this with my Dell travel mouse (with fresh batteries!) & I've tried it with the Sony Vaio mouse (which is quite new) - both the same thing, the Bluetooth keeps turning itself off after a while.

4. Am I able to see Bluetooth mouse in Device manager when I try to connect?

No.  I've tried adding device multiple times (both the Dell mouse & the Sony mouse & even my mobile phone-SGS1) & it just keeps coming back with message: Device not found.

5.  The make & model of the Bluetooth mouse & computer is:

Computer:  Dell XPS Studio 1647 laptop.

Mouse: as previously stated:  Dell Bluetooth travel mouse: D P/N: PU705 (that's what's on the back, can only assume it's the same thing as a model no.).

6.  Do I get any error message when I try to connect the mouse.

No, the only message I've had is: Device not found.  Otherwise, as  stated above, when I've tried to install the driver software which requires the bt mouse to be switched on, the BT signal from the mouse stops itself after a while & the software/driver doesn't get very far into the process of downloading/installing.

Next, your suggested methods (a couple of which I'd already tried before reading your response).

Method 1:  I tried running the Hardware troubleshooter & got the following message(s):

Troubleshooting has completed. The troubleshooter made some changes to your system. Try attempting the task you were trying to do before. (I did, the mouse still didn't work).

Problems found:

Hardware changes might not have been detected   Detected   yellow triangle with exclamation mark in it.

View detailed information:

Hardware & devices

Issues found:  hardware changes might not have been detected   Detected   yellow triangle with exclamation mark inside

Scan for recent hardware changes completed.

Potential issues that were checked:

Windows Update   configured to never install drivers     issue not present

Issues found:                                                                      detection details

Hardware changes might not have been detected        detected      yellow triangle containing "!"

Potential issues that were checked                                       detection details

- windows update configured to never install drivers              issue not present

- driver updates aren't automatically installed when detected by Windows Update.

Detection Details collection information:  windows version: 6.2,  Architecture: x64

when Next button clicked -> message: Troubleshooting has completed, same messages as above.

Method 2: allow BT devices to connect to this computer  (this didn't work either).

step (d):  click on Bluetooth devices  - this option was not available on my computer.  ie. it does not exist in the menu under Hardware & Sound, so I couldn't select any check box to allow Bluetooth devices to connect to the computer.

Method 3:  check if Bluetooth service is running.

I had previously tried this & when I first looked, it was set to Manual & it was not running.  So I started it & tried something else, then restarted my laptop & when I checked again, it had stopped running again.  So I set it to Automatic.   So when I looked at it again the other night when going through the different methods, it was running.  I just checked it now & it is still running.

Method 4:  reinstall the Bluetooth drivers.

When I press Windows + X & then click on Device Manager, there is no Bluetooth Radios in there to expand (or do anything with).

Next I had a look at the links you provided in your response.

First link - Why isn't Windows finding device:

- when I clicked on Turn sharing on/off, it came up with the following:

 No, don't turn on sharing or connect to devices (for networks in public places),

 Yes, turn on sharing & connect to devices (for home or work networks).

Manage advance settings:  private (current profile)

- Network discovery:  * turn on network discovery (ticked) turn on automatic setup of network connected devices.

 - File & printer sharing: * turn on file & printer sharing . homegroup connections - allow windows to manage homegroup connections.

User Advanced Printer Setup - my USB printer is working fine

Make sure BT enabled & other wireless devices are on & discoverable - tried that already.

Make sure network devices are turned on - they were

Manually add & manage your device - tried that: fail

Try using troubleshooter - for wireless device(s) connected to Homegroup, try running troubleshooter to automatically find & fix common problems.

Open Homegroup troubleshooter & network troubleshooter:  troubleshooting couldn't identify the problem.  Detailed info button:  no issues detected.

2nd link - Install - view - manage devices-printers:

tried phone & mouse & resulting message was:  no device found.

So as you've seen by now, I've tried all you suggested & I still can't get Bluetooth working on my laptop.

Is there anything else I can try to get it working? 

Regards

Clare

Hi Niyamath, and thanks very much for your reply.

To answer your questions:

1. Did I check using other Bluetooth devices?

As well as trying a different Bluetooth mouse (a Sony Vaio BT laser mouse: VGP-BMS21) which didn't work either, I also tried an old Logitech BT mouse (someone else's): M305 which comes with a separate transceiver thing that plugs into a USB port. This one is the only one that worked & I think it's probably just because of the transceiver thing that plugs into the USB port.  My mouse  is a Dell BT Travel Mouse (D P/N: PU705) - which still doesn't work on my laptop even though it works on at least 3 other PCs (with 3 different Windows OS versions).

2. Did I try with different BT mouse device apart from mouse?

Yes,  I tried using my Samsung Galaxy S1 phone (on Gingerbread android OS).   That didn't work either. I got the message: Attention - failed to pair with Dell Wireless 370 Bluetooth minicard. Incorrect Pin or passkey.  However, it didn't actually ask for a pin or passkey at any point.

3. Have I updated the Bluetooth drivers?

I have tried more than once!  I downloaded something called SetupBtwDownloadSE the other week. It's from Broadcom Corp, product & file version: 12.0.0.4300.  I've tried running this more than once - the other night I was trying for a few hours to get this working!

Each time I try, it asks me to switch on the BT mouse so it can download & install the BT software.  It gets up to a certain point (not very far in) & seems to hang (or at least not go any further) & meanwhile I have to keep pressing the BT connect button on the mouse because it keeps turning itself off after a while.  I've tried this with my Dell travel mouse (with fresh batteries!) & I've tried it with the Sony Vaio mouse (which is quite new) - both the same thing, the Bluetooth keeps turning itself off after a while.

4. Am I able to see Bluetooth mouse in Device manager when I try to connect?

No.  I've tried adding device multiple times (both the Dell mouse & the Sony mouse & even my mobile phone-SGS1) & it just keeps coming back with message: Device not found.

5.  The make & model of the Bluetooth mouse & computer is:

Computer:  Dell XPS Studio 1647 laptop.

Mouse: as previously stated:  Dell Bluetooth travel mouse: D P/N: PU705 (that's what's on the back, can only assume it's the same thing as a model no.).

6.  Do I get any error message when I try to connect the mouse.

No, the only message I've had is: Device not found.  Otherwise, as  stated above, when I've tried to install the driver software which requires the bt mouse to be switched on, the BT signal from the mouse stops itself after a while & the software/driver doesn't get very far into the process of downloading/installing.

Next, your suggested methods (a couple of which I'd already tried before reading your response).

Method 1:  I tried running the Hardware troubleshooter & got the following message(s):

Troubleshooting has completed. The troubleshooter made some changes to your system. Try attempting the task you were trying to do before. (I did, the mouse still didn't work).

Problems found:

Hardware changes might not have been detected   Detected   yellow triangle with exclamation mark in it.

View detailed information:

Hardware & devices

Issues found:  hardware changes might not have been detected   Detected   yellow triangle with exclamation mark inside

Scan for recent hardware changes completed.

Potential issues that were checked:

Windows Update   configured to never install drivers     issue not present

Issues found:                                                                      detection details

Hardware changes might not have been detected        detected      yellow triangle containing "!"

Potential issues that were checked                                       detection details

- windows update configured to never install drivers              issue not present

- driver updates aren't automatically installed when detected by Windows Update.

Detection Details collection information:  windows version: 6.2,  Architecture: x64

when Next button clicked -> message: Troubleshooting has completed, same messages as above.

Method 2: allow BT devices to connect to this computer  (this didn't work either).

step (d):  click on Bluetooth devices  - this option was not available on my computer.  ie. it does not exist in the menu under Hardware & Sound, so I couldn't select any check box to allow Bluetooth devices to connect to the computer.

Method 3:  check if Bluetooth service is running.

I had previously tried this & when I first looked, it was set to Manual & it was not running.  So I started it & tried something else, then restarted my laptop & when I checked again, it had stopped running again.  So I set it to Automatic.   So when I looked at it again the other night when going through the different methods, it was running.  I just checked it now & it is still running.

Method 4:  reinstall the Bluetooth drivers.

When I press Windows + X & then click on Device Manager, there is no Bluetooth Radios in there to expand (or do anything with).

Next I had a look at the links you provided in your response.

First link - Why isn't Windows finding device:

- when I clicked on Turn sharing on/off, it came up with the following:

 No, don't turn on sharing or connect to devices (for networks in public places),

 Yes, turn on sharing & connect to devices (for home or work networks).

Manage advance settings:  private (current profile)

- Network discovery:  * turn on network discovery (ticked) turn on automatic setup of network connected devices.

 - File & printer sharing: * turn on file & printer sharing . homegroup connections - allow windows to manage homegroup connections.

User Advanced Printer Setup - my USB printer is working fine

Make sure BT enabled & other wireless devices are on & discoverable - tried that already.

Make sure network devices are turned on - they were

Manually add & manage your device - tried that: fail

Try using troubleshooter - for wireless device(s) connected to Homegroup, try running troubleshooter to automatically find & fix common problems.

Open Homegroup troubleshooter & network troubleshooter:  troubleshooting couldn't identify the problem.  Detailed info button:  no issues detected.

2nd link - Install - view - manage devices-printers:

tried phone & mouse & resulting message was:  no device found.

So as you've seen by now, I've tried all you suggested & I still can't get Bluetooth working on my laptop.

Is there anything else I can try to get it working? 

Regards

Clare