Bluetooth on Acer Aspire Z24-890 Suddenly Stopped Working and Doesn't Show Up Anymore

VioletBic
VioletBic Member Posts: 12

Tinkerer

edited March 1 in 2020 Archives
I have tried everything: updating the drivers on the Acer website, restarting the computer, resetting the computer, troubleshooting and nothing has worked. It just suddenly stopped working and no longer appears in the action center. When I go into device manager, I get the following message about Bluetooth USB Module: Windows has stopped this device because it has reported problems. (Code 43) Any ideas on how I can fix this?


Best Answer

  • VioletBic
    VioletBic Member Posts: 12

    Tinkerer

    edited July 2020 Answer ✓
    Good news! I got it back to working thanks to a tip from someone who was having the exact same issue in the Windows community. All you have to do is unplug your PC and all the connections to it for about 5 minutes or so and then plug it back in. It came right back up and is working fine now. :)

Answers

  • billsey
    billsey ACE Posts: 34,313 Trailblazer
    So your machine uses the Intel 9560 WiFi/Bluetooth adapter which was one of the first to support Bluetooth 5.1. It sounds like either you've got a corrupted driver install that's not getting removed before trying to reinstall or the card itself is going bad. Try uninstalling both Bluetooth and WiFi adapters, asking them to remove files. Then reboot and see if it works. If not do the driver reinstall from the one your downloaded from Acer. Reboot again and see if it works. If still not working try the latest drivers from the Intel site. Still not working probably means it's time to replace that card. If you are still in warranty Acer will fix it for you, if not let me know and we'll talk about taking it apart.
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  • VioletBic
    VioletBic Member Posts: 12

    Tinkerer

    Hi billsey,

    Thanks for replying. My wifi/bluetooth adapter both come from Qualcomm Atheros Communications. Are they affiliated with Intel? I will follow the steps you gave me to uninstall both and get back to you on the results. Thanks again. 
  • VioletBic
    VioletBic Member Posts: 12

    Tinkerer

    I uninstalled and reinstalled the wifi and bluetooth adapters, but nothing has changed. Both are from Qualcomm.
  • billsey
    billsey ACE Posts: 34,313 Trailblazer
    Aha, I missed that in the drivers. The service guide only shows the Intel but the drivers list has both Intel and Atheros (which is the Qualcomm based version). They are both in the M.2 230 form factor though, so are interchangeable. It's sounding more like hardware than software since the driver reinstall didn't help. The Qualcomm adapter is made by Lite-On for Acer and the part number to search for is: KE.11A0L.001. The Intel version is part number: KE.11A0N.010 if you would like to try a replacement. Actually any M.2 adapter for WiFi and Bluetooth should work, as long as they have the ports for the two antennas.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • VioletBic
    VioletBic Member Posts: 12

    Tinkerer

    Aw man. I was hoping it was just the drivers. I haven't even had this desktop for a full year yet. Is this issue covered under the limited warranty? 
  • Commodore_1995#
    Commodore_1995# ACE Posts: 98,327 Trailblazer
    edited July 2020
    I would check if this problem is related to the 2004 version of windows 10. This version is causing some problems with the qualcomm atheros adapters.
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  • VioletBic
    VioletBic Member Posts: 12

    Tinkerer

    Hi, egydiocoelho. How would I check for that ? 
  • I would try to restore windows to the previous version.
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  • StevenGen
    StevenGen ACE Posts: 12,198 Trailblazer
    edited July 2020

    VioletBic said:
    I have tried everything: updating the drivers on the Acer website, restarting the computer, resetting the computer, troubleshooting and nothing has worked. It just suddenly stopped working and no longer appears in the action center. When I go into device manager, I get the following message about Bluetooth USB Module: Windows has stopped this device because it has reported problems. (Code 43) Any ideas on how I can fix this?


    Also, try to press F3 key or F3 and Fn keys together to activate the WiFi/BT as that is another way of activating the WiFi/BT even though the proper drivers are installed or reinstalled, its happened to me lots of times and pressing the F3 key activated the WiFi/BT

    Also, these drivers are the latest drivers for your Qualcomm Atheros QCA9377 card (which I've used extensively and they work with Win-10 Version 2004 OS build: 19041.330 that is the latest) see here 5th from the bottom: https://www.ath-drivers.eu/atheros-wireless-drivers.html to get the WiFi Win-10 driver and see here 2nd from the bottom: https://www.ath-drivers.eu/atheros-bluetooth-drivers.html for the BT Win-10 driver. Uninstall the old WiFi/BT drivers and install these and after, press either the F3 key or F3 and Fn keys together which should make your WiFi/BT work. 


  • VioletBic
    VioletBic Member Posts: 12

    Tinkerer

    I would try to restore windows to the previous version.
    It appears that I don't even have the option to do that. I've already reset the computer and when I click on "More Recovery Options" I get the pop up in green below:


    And I get this message on the "Windows Updates" screen which seems to imply the 2004 version doesn't even exist for me to download yet. I am currently running version 1909.



    StevenGen said:
    VioletBic said:
    I have tried everything: updating the drivers on the Acer website, restarting the computer, resetting the computer, troubleshooting and nothing has worked. It just suddenly stopped working and no longer appears in the action center. When I go into device manager, I get the following message about Bluetooth USB Module: Windows has stopped this device because it has reported problems. (Code 43) Any ideas on how I can fix this?


    Also, try to press F3 key or F3 and Fn keys together to activate the WiFi/BT as that is another way of activating the WiFi/BT even though the proper drivers are installed or reinstalled, its happened to me lots of times and pressing the F3 key activated the WiFi/BT

    Also, these drivers are the latest drivers for your Qualcomm Atheros QCA9377 card (which I've used extensively and they work with Win-10 Version 2004 OS build: 19041.330 that is the latest) see here 5th from the bottom: https://www.ath-drivers.eu/atheros-wireless-drivers.html to get the WiFi Win-10 driver and see here 2nd from the bottom: https://www.ath-drivers.eu/atheros-bluetooth-drivers.html for the BT Win-10 driver. Uninstall the old WiFi/BT drivers and install these and after, press either the F3 key or F3 and Fn keys together which should make your WiFi/BT work. 


    Hi StevenGen,
    I tried the F3 key by itself and it is linked to Windows Mail. I tried F3 + FN and that didn't do anything for Bluetooth. And I am having issues getting the 2004 version of Windows 10 as seen in the reply above.  I am currently running version 1909.

  • Code 43 may indicate problems with drivers, windows or hardware. Have you tried to disconnect the wireless network card from the motherboard?
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  • VioletBic
    VioletBic Member Posts: 12

    Tinkerer

    Code 43 may indicate problems with drivers, windows or hardware. Have you tried to disconnect the wireless network card from the motherboard?
    I wouldn't know how to do that. Maybe I'll just take it somewhere to get checked out. 
  • It is a bit complicated to disassemble this all in one, see: https://community.acer.com/en/discussion/comment/741859/#Comment_741859
    I would check if reinstalling windows solves the problem:
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • VioletBic
    VioletBic Member Posts: 12

    Tinkerer

    It is a bit complicated to disassemble this all in one, see: https://community.acer.com/en/discussion/comment/741859/#Comment_741859
    I would check if reinstalling windows solves the problem:
    I've already tried resetting it and I don't want to mess around with the hardware and end up making the computer completely unusable just because of this bluetooth issue. Someone in the Windows community thinks that there must be some bugs going on because I can't even get the update to 2004 sent to this computer, so I guess I'll have to figure out what's going on with that. If it's still a problem after the update issue is figured out, I'll just put it in the shop. Thanks for your suggestions.




  • VioletBic
    VioletBic Member Posts: 12

    Tinkerer

    edited July 2020 Answer ✓
    Good news! I got it back to working thanks to a tip from someone who was having the exact same issue in the Windows community. All you have to do is unplug your PC and all the connections to it for about 5 minutes or so and then plug it back in. It came right back up and is working fine now. :)
  • billsey
    billsey ACE Posts: 34,313 Trailblazer
    Good to know, that's essentially a power reset. Likely it means the drivers get confused when run too long and they stay active when the system is shutdown in order to allow wake on LAN to happen.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.