Unable to remove or reconnect bluetooth headset

Hey there, Benjamin Bliss1,

Welcome to Microsoft Community.

If your headset connected to other devices can be used normally, then it is likely that there is a little problem with the Bluetooth of the current device, we can try the following steps in turn:

1. Remove Bluetooth from Device Manager The difference between this step and the one you perform to remove your current Bluetooth headset device is that you can uninstall all Bluetooth-related drivers from your system.
   • Right-click on the Start menu and click on Device Manager.
   • Click on the View menu and select Show hidden devices.
   • Click on Bluetooth in the list below.
   • Right click and select Uninstall.
   • Restart your computer
2. Delete Bluetooth device information through the registry Disclaimer: Generally, modifying registry subkeys or work group is intended for advanced users, administrators, and IT Professionals. It can help fix some problems, however, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For further protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click How to back up and restore the registry in Windows - Microsoft Support to view the article.  Press Win + R and type "regedit", then press Enter to open the Registry Editor. In the Registry Editor, navigate to the following key values:

    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BTHPORT\Parameters\Devices
   

   Find the device you want to delete: Under "Devices" find the Bluetooth device you want to delete (it may contain information about the headset). Right-click on the device key and select "Delete". In the Confirm deletion dialog, click Yes to confirm the deletion.

Reboot the device to check the results.

Please feel free to let me know if you have any further updates, thanks.

Have a nice day and stay safe!

Best regards,

Olivia | Microsoft Community Support Specialist

Hey, I haven't received the message from you yet. If there is anything more that I can do for you or if anything is unclear, please do not hesitate to let me know.

sorry about the delayed response, but it doesnt seem to have fixed my problem

I first uninstalled bluetooth as seen below

I deleted the keys from the registry

but it still wont remove or connect.

what did change after doing this however, is now when searching for new devices, my headset shows up, though it is unable to connect as seen in the image below

and when I click connect on the stuck device, gives the message below

(the other headset, microsoft one, is just to show that bluetooth works, not actually my headset just borrowed it)

Any additional help would be appreciated

We used a headset of the same model as yours: WH-1000XM3, and the result reproduced your situation. Initially I was able to connect successfully, but when I put the headset on hold for a while, then the headset would not connect again. To further narrow down the problem, I suggest you contact Sony-Support to see if there are any bugs or known issues with that model of headset recently.

Contact Us - Electronics Product Support | Sony USA

Disclaimer: Microsoft provides no assurances and warranties, implied or otherwise, and is not responsible for the information you receive from the third-party linked sites or any support related to technology.

Your patience and cooperation are highly appreciated. Keep us posted.

Kind regards,

Olivia