Acer Nitro 5 Notebook Bluetooth gone or not working.

AussieChristopher
AussieChristopher Member Posts: 3 New User
edited November 2023 in 2020 Archives
Hello Everyone,

Please let me start out by saying I have Aspergers and a few other mental health issues which makes understanding things a little hard for me. Please speak to me in the most basic way possible (you wont offend me) it's the easiest way for me to understand things.

Yesterday I was listening to a podcast on youtube when all of a sudden the sound stopped playing from my Sony GTK-XB90 speaker which I was connected by bluetooth. My speaker is fine and was able to connect with my phone and it plays with no issue. I then looked to my laptop and in the notification centre suddenly the bluetooth toggle icon has disappeared. I did a bunch of googling and tried the basic troubleshooting methods requested. It appears in my drivers list BUT ONLY if I select show hidden and then when I click the drop down arrow on the bluetooth everything is greyed out.

Things I have tried:-
-updating drivers (all up to date and did not fix anything)
- Hardware troubleshooter (says "Bluetooth is not available on this device. Please try using an external adapter to add bluetooth capability to this computer.)
- I tried to restore to a previous point (returned with the same issue, no bluetooth)
- Downloaded and installed some bluetooth drivers listed under a youtube video that everyone was saying fixed their problem but it didn't fix

I bought this laptop online from Officeworks here in Australia and with the device I purchased extra cover for hardware loss and damage as well as some sort of tech insurace thing but after speaking with a lady on the phone at Officeworks she said to contact Acer as it is still under the 1 year warrenty. I am very very confused and this issue frustrates me. Due to my Aspergers I need to have things a certain way and this might seem like a little issue in the grand scheme of things but it actually effects me very much. I want and need this fixed asap, I couldn't sleep at all last night because of this.

PLEASE CAN SOMEONE HELP??!?!

Answers

  • AussieChristopher
    AussieChristopher Member Posts: 3 New User
    A picture of the greyed out bluetooth in computer management
  • billsey
    billsey ACE Posts: 34,601 Trailblazer
    We have been seeing issues lately where an update seems to convince the OS that the Bluetooth is no longer physically in the system. I haven't been able to pin it down to any specific update, but it seems as if it's been something in the last few months, perhaps related to the 20H2 release. Sometimes a simple power cycle on the machine brings everything back, more often it doesn't. Rolling back to previous versions of the OS don't seem to make any difference. It has been a real pain to diagnose... My guess is that the issue isn't directly related to the Bluetooth itself, but is rather something in the lower level hardware, such as the virtual USB hub that connects the Bluetooth radio to the system. I fully expect that we'll see a future update that magically gets everything back up and working, but I have no timeline on when that might be. If you could, please look in Device Manager to see if any other devices, such as something in System Devices or Universal Serial Bus Controllers, are reporting problems.
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  • pfish
    pfish Member Posts: 1 New User
    I have a brand new Acer Nitro 5 and cannot find bluetooth. It shows up in settings but that is it. It says I need to turn it on but that does nothing.  Hate to return this laptop for this reason,,,,otherwise I love it,
  • billsey
    billsey ACE Posts: 34,601 Trailblazer
    In Device Manager does the Bluetooth have a warning or error message? What does Properties say?
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • AussieChristopher
    AussieChristopher Member Posts: 3 New User
    Spoke to Acer Tech support and they said I did all the troubleshooting they would suggest to customers. I was informed it is most likely a hardware issue but their Sydney service centre here in Australia won't be fully open again until Jan 11th, So I will send it in then and wait the average 14 working days for it to be fixed and returned.
  • billsey
    billsey ACE Posts: 34,601 Trailblazer
    Good enough, let us know what they find.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.