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Article ID: 883258 - Last Review: May 23, 2014 - Revision: 8.0

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Summary

After you install Windows XP Service Pack 2 (SP2), a Bluetooth device that previously functioned correctly in Windows XP SP1 and that supported Bluetooth wireless devices may not function correctly. This article discusses how to troubleshoot:
  • Bluetooth device detection issues.
  • Service detection issues.
  • Device detection and connectivity issues.

INTRODUCTION

This article contains steps to troubleshoot your Bluetooth device if your device stops working after you install Windows XP Service Pack 2.

More information

Basic troubleshooting

This section of the article contains basic troubleshooting methods to resolve Bluetooth issues that may occur after you install Windows XP Service Pack 2.

The troubleshooting steps in this section are appropriate for beginning to intermediate users. If the troubleshooting steps in this section do not resolve your issue, you may want to try the steps in the "Advanced troubleshooting" section later in this article.

This section of the article discusses the following topics:

Steps to try first

Try the following basic troubleshooting steps first. They may quickly resolve your issue.
  1. If your Bluetooth device uses batteries, make sure that your batteries are charged.
  2. If your Bluetooth device uses a transceiver that connects to your computer through a USB port, try connecting the transceiver to another USB port on your computer.
  3. If there are multiple Bluetooth devices connected to your computer, temporarily remove the devices that you are not troubleshooting. If there are additional USB devices, try removing any USB devices that you do not have to have installed during the troubleshooting process. If you have multiple devices that are connected by using USB, this can interfere with a Bluetooth transceiver.
  4. Verify that the Bluetooth device that you are troubleshooting is powered on and that it is enabled.

Steps to try if your Bluetooth device is not detected when you add the device

Method 1: Make sure that Windows XP Service Pack 2 is installed
Verify that you have Windows XP SP2 installed. To do this, follow these steps:
  1. Click Start, and then click Run.
  2. In the Open box, type winver.exe, and then click OK.
  3. In the About Windows dialog box, verify that Windows XP SP2 is installed.

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    About Windows dialog box


  4. If Windows XP Service Pack 2 is listed, try Method 2. If If Windows XP Service Pack 2 is not listed, install the service pack again. To install Windows XP Service Pack 2, follow these steps:
    1. In Internet Explorer, visit the following Microsoft Web site:
      http://update.microsoft.com/ (http://update.microsoft.com/)
    2. If any important updates are available for your computer, install them. To do this, click Install updates. If you are prompted to restart your computer after all the updates are installed, restart your computer.

      Important You might have to restart your computer after you install certain updates. When you restart your computer, the content that you are now viewing will no longer be displayed. So, before you continue, you might find it helpful to create a shortcut to this Web page on your desktop so that you can easily return to this page by double-clicking the shortcut. To create a shortcut to this Web page on your desktop, follow these steps:
      1. Right-click this page, and then click Create Shortcut.
      2. In the Internet Explorer dialog box, click Yes to create a shortcut on your desktop.
Method 2: Make sure that your Bluetooth device is discoverable and that your computer is set to enable Bluetooth devices to connect to your computer
  1. Right-click the Bluetooth icon in the notification area, and then click Open Bluetooth Settings.

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    Bluetooth icon


    Note If the Bluetooth icon is not in the notification area, click Start, click Run, type bthprops.cpl, and then click OK. To use the bthprops.cpl command, make sure that Windows XP SP2 supports your Bluetooth adapter and the Bluetooth adapter has been successfully installed on your Windows XP SP2-based computer. For more information about how to install the Bluetooth adapter and Bluetooth devices in Windows XP Service Pack 2, click the following article number to view the article in the Microsoft Knowledge Base:
    883259  (http://support.microsoft.com/kb/883259/ ) How to install and configure Bluetooth devices in Windows XP Service Pack 2
  2. On the Options tab, click to select the Turn discovery on check box, and then click Apply.

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    Bluetooth Devices dialog box


  3. To enable Bluetooth devices to connect to your computer, click to select the Allow Bluetooth devices to connect to this computer check box, and then click OK.

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    Bluetooth Devices dialog box


Advanced troubleshooting steps

This section is intended for advanced computer users. If you are not comfortable with advanced troubleshooting, you might want to ask someone for help or contact support. For information about how to do this, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/ (http://support.microsoft.com/contactus/)
The section of the article discusses the following topics.Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added 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 the following article number to view the article in the Microsoft Knowledge Base:
322756  (http://support.microsoft.com/kb/322756/ ) How to back up and restore the registry in Windows

What you can do if your Bluetooth devices do not function

If your Bluetooth device functioned correctly in Windows XP SP1, some Bluetooth drivers may not have updated correctly.

To resolve this issue, follow these steps:
  1. Click Start, and then click Run.
  2. Type regedit, and then click OK.
  3. Locate and then click the following registry subkey:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{e0cbf06c-cd8b-4647-bb8a-263b43f0f974}
  4. On the Edit menu, click Delete.
  5. On the File menu, click Exit to quit Registry Editor.
  6. Click Start, and then click Run.
  7. Type devmgmt.msc, and then click OK.
  8. Locate and then click the Bluetooth radio device.
  9. On the Action menu, click Uninstall to remove the Bluetooth device.
  10. After the Bluetooth device has been removed, click Scan for hardware changes on the Action menu.
  11. After the Bluetooth device has been correctly detected, Windows XP SP2 Bluetooth drivers are installed. On the File menu, click Exit to quit Device Manager.

What you can do when your device is not detected

  1. In Device Manager, locate Bluetooth Radios, and then verify that the radio is listed. To do this, follow these steps:
    1. Click Start, and then click Run.
    2. Type devmgmt.msc, and then click OK.
    3. Locate and then click the Bluetooth radio device.

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      Device Manager window


  2. Determine what other USB devices are currently connected. The Bluetooth device may not have enough power.

    If there are no entries in Device Manager or in Control Panel, the transceiver is not obtaining enough power for detection. Try unplugging other USB devices.

    If Device Manager and Control Panel entries exist for a device, but the device is not detected or it is not connecting correctly, the device may not have been authenticated through the software.

Notes
  • When the transceiver is unplugged, Windows will remove the Bluetooth Radios category in Device Manager, but the Bluetooth Devices icon will remain in Control Panel.
  • Bluetooth devices typically require 500 milliamps (mA). Determine what other USB devices are connected. You may have to add a self-powered hub to support additional devices on the USB port.
  • If the device does not authenticate during the detection process, remove the device, and then add it again without a passkey.
  • If previous steps do not resolve the issue, try the device on another computer. If the device does not work on another computer, the issue is in Windows.

What you can do if you experience a slow connection with the Bluetooth device or the device disconnects

If your Bluetooth devices have a slow connection or if they disconnect, determine the following:
  • Are the devices the correct distance apart? The devices could be at the edge of their range. Move the devices closer together. Alternatively, the devices may be too close to each other. Move the devices farther apart. Also, see the manufacturer's documentation for the transmission range of the device.
  • Is one of the devices too busy? For example, a printer may have other connections that prevent your connection. To prevent too many connections, set your devices so they are not discoverable. To do this, follow these steps:
    1. Right-click the Bluetooth icon in the notification area, and then click Open Bluetooth Settings. If the Bluetooth icon is not in the notification area, click Start, click Run, type bthprops.cpl, and then click OK.
    2. On the Options tab, click to clear the Turn discovery on check box, click Apply, and then click OK.

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      Bluetooth Devices dialog box


  • Are other devices operating in the same frequency range as the Bluetooth devices? The Bluetooth radio frequency is 2.4 gigahertz (GHz). Other devices may include the following:
    • Cordless telephones that use the 2.4 GHz range.
    • Microwave ovens.
    • X10 devices, such as those that control automatic lighting and universal remote controls.
    • Networks that use the 802.11 wireless protocol. (These networks are also known as Wi-Fi networks.)
    Note Water and walls can affect Bluetooth radio transmissions.

What you can do if some Bluetooth device features no longer function

This issue may occur because the Bluetooth drivers that are provided by Microsoft support a different set of profiles than the drivers that are provided by some third-party vendors. The Microsoft-provided drivers are also signed and will therefore be installed instead of a third-party driver for supported Bluetooth adapters. The Windows XP SP2 Setup program will try to detect if a third-party driver is present. If the third-party driver is installed, the Microsoft-provided Bluetooth drivers will not install. This action makes sure that an existing configuration is not modified. If both provided drivers were installed, and the Bluetooth Radio were connected to the computer, the Microsoft-provided driver would load because it is signed.

If the missing functionality is critical, you may restore the third-party support. To do this, follow these steps.

Note The following steps assume that the third-party software is installed. If it is not, install the software according to the manufacturer's instructions. Then follow these steps from the point in the installation process where the adapter is connected to the computer.
  1. Click Start, and then click Run.
  2. Type devmgmt.msc, and then click OK.
  3. Locate and then expand Bluetooth Radios.
  4. Right-click the Bluetooth adapter, and then click Properties.
  5. On the Driver tab, click Update Driver.
  6. Install the updated driver manually by using the Have disk option in the wizard. Locate the manufacturer's installation files, and then find the .inf file that is required to install the driver.

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    Hardware Update Wizard



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    Hardware Update Wizard


  7. Complete the manufacturer's software installation steps.
At this point, the third-party provided drivers should work. If at any point you re-enumerate the Bluetooth adapter, the Microsoft driver will be reinstalled, and you must repeat the procedure. This issue will occur only if the third-party driver is removed or if another model adapter installed.

What you might want to consider if you have problems with your Personal Area Network (PAN) connections

Consider the following points:
  • The device may be out of range. When this issue occurs, you will receive the following error message:
    Windows was unable to connect with your Bluetooth-enabled network device. It may be turned off, out of range, or it may not be configured to accept connections. Consult your device's documentation for information on how configure it to accept connections.
  • The device may require re-authentication. When this issue occurs, you will receive the error message:
    The Bluetooth-enabled network device requires re-authentication. Do you wish to proceed with this step?

    Press "Yes" to re-authenticate with the device.

    Press "No" to return to the Bluetooth Network Devices dialog.
  • For other issues, you may receive the following error message:
    The connection with the Bluetooth-enabled network device failed. Please consult your device's documentation for more information on how to resolve this.

What you might want to consider if a Bluetooth device cannot find its associated services

If you cannot set up a service for your device, determine the following:
  • Is the Bluetooth device filtering correctly? After you install and authenticate a Bluetooth device, the device may provide a number of services that are not specific to the device type. These services enable a variety of actions between the computer and the device. For example, the device may provide dial-up networking. Another device, such as your computer, may also provide dial-up networking. In this case, you must filter out other dial-up devices to prevent them from connecting for dial-up purposes.

    If you install a Bluetooth printer by using the Add Printer Wizard, filtering is not available. If you cannot find the device that you are looking for, try to install the printer by using Wireless Link in Control Panel.
  • Is the service not available? Does the device not offer the service you are looking for? Bluetooth devices come with different services. The services may be different depending on the device, and not all devices will have the same services. For example, there are multiple printing profiles that may be available. However, Windows XP supports only the hardcopy cable replacement profile for printing to a Bluetooth printer.
  • Are other services available? Are there any valid services that you can use? Your Bluetooth device may not have any services. The device may be filtering for a service that the device supports, but that your computer does not. If the device cannot find the service, contact the manufacturer for help getting this device to work. You may require additional software.

    The device may require authentication before you can select services. For example, if you want to connect to the Internet from your Bluetooth cellular phone, the dial-up networking service must be enabled. The cellular phone must be installed and authenticated before you can select the dial-up networking service. In this case, install the device from Wireless Link in Control Panel.

What you can do if your Bluetooth device loses its connection

This issue may occur when the Bluetooth device does not recognize the pairing with your Windows XP-based computer. Sometimes, pairing information about a device may be lost, either because a device was reset or because of other problems.

If your Bluetooth devices cannot connect to your Windows XP-based computer, follow these steps:
  1. Open Bluetooth Devices in Control Panel, and then make sure that the device is listed. If the device is listed, Windows XP has not lost the pairing information.

    Note To use Bluetooth Devices in Control Panel, make sure that your Bluetooth adapter is supported by Windows XP SP2 and that the Bluetooth adapter has been successfully installed on your Windows XP SP2-based computer. For more information about how to install the Bluetooth adapter and Bluetooth devices in Windows XP Service Pack 2, click the following article number to view the article in the Microsoft Knowledge Base:
    883259  (http://support.microsoft.com/kb/883259/ ) How to install and configure Bluetooth devices in Windows XP Service Pack 2


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    Hardware Update Wizard


  2. Determine if the device has lost the pairing information.


For help with device problems in Windows Vista, visit the following Microsoft web page:
Fix problems in which devices do not work or are not detected in Windows (http://support.microsoft.com/gp/hardware_device_problems)

References

For more information about a Buetooth device in Windows XP Service Pack 2, click the following article numbers to view the articles in the Microsoft Knowledge Base:
840635  (http://support.microsoft.com/kb/840635/ ) Cannot install a Bluetooth device after you install Windows XP Service Pack 2
889814  (http://support.microsoft.com/kb/889814/ ) How to remove Bluetooth wireless device support in Windows XP Service Pack 2
841803  (http://support.microsoft.com/kb/841803/ ) List of Bluetooth radio drivers that are included in Windows XP SP2

Applies to
  • Microsoft Windows XP Service Pack 2, when used with:
    • Microsoft Windows XP Home Edition
    • Microsoft Windows XP Professional
    • Microsoft Windows XP Tablet PC Edition
Keywords: 
kbresolve kbnomt kbgraphxlink kbscreenshot kbhardware kbwireless kbtshoot KB883258
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