How can I pair bluetooth headset on my Travelmate P2410-G2-M?The audio drops out every few seconds

stewart33
stewart33 Member Posts: 17

Tinkerer
edited July 16 in TravelMate and Extensa

I have installed new EGA H-14 headset with microphone on my Acer Travelmate running Windows 11 and the big problem is that the audio drops out every few seconds. This is not a problem using the wired audio plug but only occurs using bluetooth and I have tried updating and reinstalling the drivers. I have emailed EGA but they will not reply for whatever reason. Confusingly, device manager shows more than one headset, including hands free when I only installed one. This very frustrating. Any advice other than buy a new headset would be very welcome.

[Edited the thread to add model name to the title]

Best Answer

  • billsey
    billsey ACE Posts: 34,246 Trailblazer
    Answer ✓

    I do recommend using the Intel driver, especially if you are running Windows 11, since Acer doesn't yet officially support Windows 11 on your model.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
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Answers

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer

    Hi @stewart33 do you have other paired BT devices? If you have them, some may interfere with the stability of the connection.

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
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  • stewart33
    stewart33 Member Posts: 17

    Tinkerer

    I do Alejandro and I have disconnected them so as to avoid conflicts but the conflict continues……Acer themselves locally suggest I revert to Windows 10 but that seems a bit drastic

  • billsey
    billsey ACE Posts: 34,246 Trailblazer

    Which TravelMate do you have? We can assume it's less than five years old since you were able to install W11, but there have been a lot of models since the 8th gen chips were released! Your full model number is usually on the same sticker as your serial number, it should look something like TMxxx-xxx-xxxx. Anything that might be running in the background could potentially cause skips in Bluetooth playback, but audio is pretty low bandwidth, so most time there should be an effect like that. Is the frequency of the drop outs stable, so every five seconds or variable?

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  • stewart33
    stewart33 Member Posts: 17

    Tinkerer

    Thank you bilsey.. It drops out every 2-3 seconds. The model no. is P2410-G2-M.

    Thanks for your interest in helping. Stewart

  • billsey
    billsey ACE Posts: 34,246 Trailblazer

    OK, I believe those models came with an Intel 7265 WLAN card on the M.2 interface. That handles up to 802.11ac on the WiFi side and Bluetooth 4.0 LE. Do you get the dropouts with all sound apps or only some? Only when streaming or also when playing music directly from the computer? It's best if we can pin the issue down to either an app, a background task or streaming… You could try using system configuration to disable various apps to see which is affecting it, if any are.

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  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer
    edited July 12

    The equipment came prepared to work with Windows 10:

    https://www.acer.com/us-en/support/product-support/TravelMate_P2410-G2-M/downloads?suggest=P2410-G2-M;1

    And it is not compatible with Windows 11:

    https://www.acer.com/us-en/support/windows/windows-11-compatibility

    Have you tried removing the driver from the device manager and letting Windows 11 install a generic one?

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • billsey
    billsey ACE Posts: 34,246 Trailblazer

    The P2410-G2-M series has an 8th gen chipset, so according to Microsoft is compatible with W11. Acer hasn't released a suite of drivers for W11 though, which does tend to point toward an issue with one or more drivers. Intel has Windows 11 drivers for the 7265 WLAN cards though, so the Bluetooth should work correctly. You can check to see if your drivers are up to date, it looks like 23.4.0 is the current rev.

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  • stewart33
    stewart33 Member Posts: 17

    Tinkerer

    Alejandro, yes I removed the driver and restarted, same issue.

  • stewart33
    stewart33 Member Posts: 17

    Tinkerer

    billsey, when I attempt to update driver the message is best driver already installed

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer

    It may be an incompatibility issue with the electronic version of BT, can you try the headset on other devices, a phone or a TV for example?

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • stewart33
    stewart33 Member Posts: 17

    Tinkerer

    Yes, Alejandro, it works perfectly with my Samsung phone and TV, no problems there. A mystery!

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer

    I still think there is an incompatibility issue, are you using the Dongle?

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • stewart33
    stewart33 Member Posts: 17

    Tinkerer

    Yes I am using the dongle. It also doesn't work.

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,319 Trailblazer

    Sorry, I don't know what the problem could be.
    Regards.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • DarKKinG
    DarKKinG Member Posts: 7

    Tinkerer
    https://community.acer.com/en/discussion/708929/how-can-i-pair-bluetooth-headset-on-my-travelmate-p2410-g2-m

    Hi @stewart33 -

    1. One of the primary reasons for Bluetooth speakers cutting out is a low battery. When the battery level drops, it can disrupt the Bluetooth connection, leading to frequent interruptions and inconsistent playback.
    2. The distance between the Bluetooth ceiling speaker and device may be over 32 feet/ 10 meters, try moving closer to your speaker. Try restarting your device Full reboot to clear memory cache built up.
    3. Repositioning your devices, keeping batteries charged and updating the audio software. Please use the below link and try installing drivers.

    https://www.acer.com/ae-en/support/product-support/TravelMate_P2410-G2-M

  • stewart33
    stewart33 Member Posts: 17

    Tinkerer

    Thank you DarKkinG. Yes, those were all of the steps I took originally to no avail!

  • billsey
    billsey ACE Posts: 34,246 Trailblazer

    Go to Intel's support site and download and install the latest driver. Windows update, which is what I assume is getting used now, will only look at drivers from Acer, and Acer doesn't do updates after a while. The current driver for that WLAN card from Intel is much newer than the one on Acer's site.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • stewart33
    stewart33 Member Posts: 17

    Tinkerer

    Thank you bilsey, that was one of the first things I did without success. I blame the manufacturer, it looks like I bought an expensive dud!

  • Puraw
    Puraw ACE, Member Posts: 13,436 Trailblazer
    https://community.acer.com/en/discussion/comment/1286880#Comment_1286880

    Get a wireless earbud set with a 2.4GHz Digital USB Transmitter, not Bluetooth, better range and no BT pairing issues/dropouts.

  • billsey
    billsey ACE Posts: 34,246 Trailblazer

    So you are running that 23.4.0 driver version? If so there might be a hardware issue with the card. The M.2 interface uses a single USB 2.0 port and a single lane of PCIe, so it's pretty simple. I can't think of any Windows 11 specific drivers that would affect it other than the WLAN and Bluetooth drivers from Intel, and those are both well understood to work in the W11 environment.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.

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