This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
The Bluetooth on my Surface Pro (5th Gen) has not been working properly since the Surface Firmware Updates this morning. I have to restart to get it to work and then it only works properly for about 5 minutes. I have tried rolling back and reinstalling the Marvell driver. Also the Bluetooth troubleshooter doesn’t fix it. Running that troubleshooter causes Bluetooth to completely stop working. Will you please fix this urgently as it is a major issue for me?
***Moved from: Windows / Windows 10 / Devices & drivers***
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Be strong and of good courage,. Help may be on the way (though I have thought that before).
The High Command from Redmond is calling me in three hours. Maybe they will have something of value that will get us over this hurdle and on to the next challenge.
I will report back after the call. Providing they follow through on their commitment.
Long 3 hours? ;-) Joking aside, you have us all on pins-and-needles. What happened?
Well, nothing has happened yet. I am sorry I have nothing new to report.
Well, now I have something to report. Just got this email from Microsoft Surface Support:
"As per checking on your case, Higher Team offered you a replacement depending on the warranty of your Surface as they see your issue is already hardware related and can no longer be fixed over the phone. Another option would be using a USB Bluetooth Dongle which will work as a sender/ receiver of Bluetooth transmissions. (I already tried this, it didn't work)
The replacement unit will be a never been used device and completely tested which is a new in stocks for replacement in service center. The process we have for replacement is a standard exchange in replacing your device. This is where you ship your defective Surface to us first and then we send you an exchange Surface after we receive yours. You will receive an email with printable prepaid shipping label and a separate email for the instructions on how to package and ship your Surface for exchange. You will receive the replacement device within 6-8 Business days from the date that our service center receives your defective device."
It then goes into the specific steps to effect an exchange.
Which prompted this reply from me:
"Thank you for your response. *Before we go any further, I understand from your reply that this replacement is a device that has never been used.**Is it a Surface Book 2?**How do I know it won’t suffer the same problem as my Surface Book 2? From all accounts, other Surface devices are also affected by this problem.**Does your replacement offer mean that this Bluetooth driver problem cannot be fixed?**My Surface Book 2 is out of warranty. How does this affect your offer?*Thank you in advance for your answers to these questions." I am not sure what I will do at this point. I am particularly concerned that a replacement device, whether it's a Surface Book 2 or some other Surface product, will develop the same problem. More ominously, their reply suggests that the problem is unsolvable and that any Surface device with this Bluetooth problem will need to be replaced. The key word is "suggests".
I'd be interested to hear from others suffering this problem - what would you do?
Thanks for the update, dave2013. The MS response was not what I was expecting or hoping for. Personally, I would not replace my Surface, if the same offer was made to me. I really don't think that is the solution and seems to ignore the fact that many others are experiencing the same issue across a range of Surface devices and all since the firmware update of a few weeks ago. I say a 'few' weeks, but that is now becoming quite a long time!
