Surface Laptop # Bluetooth drops out intermittently

Anonymous
2020-01-07T21:57:31+00:00

I have a Surface Laptop 3 and im using the Microsoft ARC Mouse and Microsoft Designer Keyboard

The Bluetooth connection to both these devices drops out intermittenly for around 10 seconds

When it reconnects the Bluetooth icon appears in the icon tray 

This happens a few times an hour and is very frustrating.

I have tried reinstalling all the bluetooth drivers which has not helped.

I have also tried this solution offered to another user whoch hasnt helped either.

                 While the mouse and keyboard is connected/paired, open Device Manager

Expand Human Interface Devices

Double-click on Bluetooth Low Energy GATT compliant HID device, select Power Management tab above. Uncheck the box for "Allow the computer to turn off this device to save power" then click OK. If you have multiple Bluetooth Low Energy GATT driver, please do this on all of them.

Restart Surface

Are their any other solutions?

Surface | Surface Laptop | Power and battery

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  1. Anonymous
    2020-10-30T19:06:20+00:00

    My Bluetooth headphones have worked flawlessly on my SB3 since downloading the latest driver pack from the Microsoft site and re-paired the headphones.

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  2. Anonymous
    2020-01-08T19:45:15+00:00

    This has not helped.

    The mouse and keyboard still drop out

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  3. Anonymous
    2020-01-08T22:49:27+00:00

    I have unchecked this before as it was recommended by someone else. It was checked again after reinstalling the drivers as recommended yesterday.

    Qualcomm Atheros QCA61x4 Bluetooth

    Driver Provider: Qualcomm Atheros Communications

    Driver Date: 19/09/2019

    Driver Version: 10.0.0.926

    Driver Signer: Microsoft Windows Hardware Compatibility Publisher

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  4. Anonymous
    2020-01-08T21:35:35+00:00

    Hi Alan Nankervis,

    Thank you for keeping me updated and for doing the steps provided. 

    Now that you updated the Surface device OS by downloading the drivers and firmware, we would like you to reset the device.  But before resetting, have you tried using the mouse and keyboard to a different device? If you do and it doesn't disconnect intermittently, I would like you to check the Bluetooth properties in Device Manager. 

    Open Device Manager > Expand Bluetooth > Double-tap the Bluetooth Radio Adapte r( it varies on devices ) > Select Power Management > Check if the box provided that says, "Allow the computer to turn off this device to save power" is left unchecked.  If it is, then you might need to apply this to your Surface Laptop 3 so it won't disconnect intermittently. 

    We also would like you to provide to us the current driver version of your Bluetooth. You can also find it under Bluetooth Radio Adapter Properties. Please don't hesitate to respond to this thread. 

    Kind Regards,

    Crest_Z

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  5. Anonymous
    2020-01-07T23:56:49+00:00

    Hi Alan Nankervis,

    Thank you for reaching out  Microsoft Community. We thank you for checking some fixes for this issue and we apologize for the inconvenience this may have caused you.

    If the Microsoft Arc Mouse is currently showing paired to your Surface device, please do unpair it and do the following steps:

     Open Device Manager

     Expand Bluetooth

     Right-click on  drivers available under Bluetooth and uninstall everything, then restart your Surface.

    After it restarted, go to  Download driver and firmware for Surface, choose Surface Laptop 3, then choose the right processor to download the right driver pack for your Surface laptop 3, click Download on the next page.

    Choose the .msi file that matches your current OS Build or the one closest to the current build of your Surface device and click Next to reinstall the     Bluetooth drivers. ( That OS build you are to install contains those Bluetooth drivers you uninstalled earlier ).

     After downloading, run and install the .msi then Restart. Re-pair your Microsoft Arc Mouse and see if this works fine this time.

    If this helps, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread.

    Kind Regards,

    Crest_Z

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