Surface Laptop # Bluetooth drops out intermittently

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

This has not helped.

The mouse and keyboard still drop out

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

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

Hi Alan Nankervis,

Thanks for sharing. Your Surface laptop has the most updated Bluetooth driver based on the latest updates shown in this link.

Is the Microsoft Arc Mouse you are to pair with the Surface device looks the same with the picture below?

How about the Keyboard? Would you mind sharing pictures of the mouse and the keyboard in your next reply? Please let me know too if these accessories have older Bluetooth connection interface or I can simply look it up for you.

I actually do further research about this and figured out that your Surface Laptop 3 has the latest Bluetooth technology which is the Bluetooth 5.0 and the peripherals or accessories to be connected to your laptop works best if it has the same Bluetooth connection interface. Though it's backwards compatible and you would still be able to pair it but you will encounter such issues like, it intermittently disconnects. 

Kind Regards,

Crest_Z