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
    2020-01-09T01:50:02+00:00

    That is the same ARC mouse that I am using.

    This is the keyboard i am using

    These are the same keyboard and mouse I used on my previous Surface Pro 4 without any problem.

    I have tried the pictured mouse as well and get the same problem.

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  2. Anonymous
    2020-01-11T01:15:53+00:00

    Should I just send the Laptop back?

    Its brand new and using original microsoft bluetooth devices that worked without fault on my previous Surface device.

    Ive spent hours now uninstalling / reinstalling drivers and changing settings on this machine when it should have just worked out of the box

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  3. Anonymous
    2020-01-11T05:21:44+00:00

    This issue is the same one listed in this URL also:  I experience the same issue of dropped IO devices 

    https://answers.microsoft.com/en-us/surface/forum/all/surface-dock-keeps-disconnecting-intermittently/fe4db494-f2e3-424c-b47d-6af3dc625670

    I have used both Microsoft Wireless Mouse and Keyboards 800 and 900 series and have loss of Human Interface Devices and USB Controller items when docked then they reset and recover over and over.  I have experienced the same effect if the Wireless Mouse and keyboard are removed and a wired keyboard and mouse in use, but with Microsoft Garage - Mouse Without Borders.  I will try to use the wired Mouse and Keyboard and no Mouse Without Borders.  I am confident there is an issue with how the Surface manages IO devices.

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  4. Anonymous
    2020-01-11T05:36:56+00:00

    Im experiencing this problem with the Bluetooth when on and off my surface dock. Also when connected to an original power supply or running on battery.

    Since upgrading to the surface laptop 3 I have had issues with my screens connected to my surface dock dropping out a few times a day. 

    They turn off and when they do come back on they come on all fuzzy like an old analogue connection. If i turn my screen off and back on it comes back fine.

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  5. Anonymous
    2020-01-12T01:58:49+00:00

    Hi Alan Nankervis,

    Thanks for sharing the photos. It is the Microsoft Designer Bluetooth Desktop Mouse and Keyboard and this really seems to be a compatibility issue because you already installed the latest Bluetooth drivers and the Surface Laptop 3 has Bluetooth 5.0 technology while the Surface Pro 4 you had (without getting any trouble with these accessories) has Bluetooth 4.0 connection interface. I also re-confirmed that the Wireless Arc Mouse is  perfectly compatible with Bluetooth 4.0 enabled devices. 

    Aside from that, since you're having display issues when extending your Surface display to external monitors, I'm checking if you were you able to update the Surface Dock's firmware. If not, then you can download the updated firmware for the dock from the link provided below.

    Surface Dock Firmware Update Download

    Click Download, then tick the box provided for Surface_Dock_FwUpdate and hit Next. Run and install the most updated firmware and when prompted to restart the computer, simply click restart to install the latest firmware for the Surface dock.  

    For Keyboard

    You may also want to check this out, a keyboard that works best with devices that has 5.0 Bluetooth technology. Check this link: Microsoft Bluetooth Keyboard for details.

    On the other hand, I want you to uninstall the keyboard and the mouse drivers in Device Manager to check if this helps. If there's any pop up, leave the box unchecked to simply reinstall the driver after restarting your Surface device. 

    Kind Regards,

    Crest_Z

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