Problem

Problem 1: The computer can find other available Bluetooth devices but can't find the user's Bluetooth device.

Problem 2: The computer can't find any external Bluetooth devices.

Problem 3: The Bluetooth icon on the taskbar disappears.

Problem 4: The user clicks the Windows icon and the Settings icon, goes to Devices > Bluetooth & other devices, and finds that there is no Bluetooth switch or they can't enable or disable Bluetooth.

Problem 5: The user can't connect the computer to a mouse and can only use the touchpad to click the Windows icon and go to Device Manager.

• If the user is using an Intel-based computer, there is a yellow exclamation mark on the Bluetooth driver Intel(R) Wireless Bluetooth(R).

  

• If the user is using an AMD-based computer, there is a yellow exclamation mark on the Bluetooth driver Realtek Bluetooth Adapter.

  Note: The Bluetooth driver name for the HONOR MagicBook AMD and HONOR MagicBook 2019 AMD is Intel(R) Wireless Bluetooth(R).

  

• The Bluetooth driver used by the MateBook E 2019 is Bluetooth Device(RFCOMM Protocol TDI).

Problem 6: The user can't connect the computer to a mouse and can only use the touchpad to click the Windows icon and go to Device Manager. They find that there is no Bluetooth driver in Device Manager, but Unknown USB Device (Device Descriptor Request Failed) is displayed under Universal Serial Bus controllers.

Problem 7: The user can use the computer to search for the external Bluetooth device but is prompted with the message asking them to enter a PIN.

Problem 8: The computer can't connect to the external Bluetooth device and prompts the user with a message asking them to try connecting to the device again. Currently, this issue is known to occur with the Dell WM615 Bluetooth mouse and BeoPlay H5 Bluetooth earphones.

Problem 9: The computer can't detect a Bluetooth mouse that had been connected and deleted.

Cause and solution

1. There are four causes and solutions for Problem 1.

   Cause 1: The external Bluetooth device is too far from the computer, or the battery level of the Bluetooth device is low.

   

   Solution 1: Place your external Bluetooth device within 10 metres from the computer. Make sure that there are no walls between the two devices and the Bluetooth device has sufficient battery power.

   Cause 2: Your external Bluetooth device is not set to discoverable mode, resulting in the device being unable to be discovered by the computer.

   Solution 2: Refer to the user guide of your external Bluetooth device and follow the instructions to set the device to discoverable mode. To set your Bluetooth device to discoverable mode, refer to the following methods:

   • Huawei Bluetooth mouse: Push down the switch to the Bluetooth icon then hold it there for 3 seconds until the blue indicator on the mouse flashes, which indicates that the device has entered discovery mode.

     

   • Bluetooth mouse with a Bluetooth button: Turn on the Power button of the Bluetooth mouse, hold the Bluetooth button until the indicator flashes red and blue or constantly flashes blue, which indicates that the device has entered discoverable mode.

     

   • Bluetooth keyboard: Press and hold the Power button of the keyboard until the indicator flashes red and blue or constantly flashes blue, which indicates that that the device has entered discoverable mode.

     

   Cause 3: Some Bluetooth devices are in discoverable mode for a short period time. If you do not notice that and set such a device to discoverable mode first and then use the computer to search for it, the operation may take a long time so that the Bluetooth device exit the discoverable mode before a successful connection and pairing.

   Solution 3: Use your computer to search for the external Bluetooth device then set the device to be discoverable.

   Cause 4: The external Bluetooth device is faulty. If you have tried to connect your external Bluetooth device to other computers running on Windows 10 system and are unable to do so, it indicates that your external Bluetooth device may be faulty.

   Solution 4: Change your external Bluetooth device then try again.

2. Problems 2 through 5 are due to driver errors caused by Windows or the Intel platform. In these cases, please perform the following four solutions. If the issue persists, back up your personal data and visit a nearby Huawei Customer Service Centre for assistance.
3. For Problem 3, Bluetooth may be disabled by a third-party app. Go to Settings > Devices > Bluetooth & other devices, and check whether Bluetooth is enabled.
4. For Problem 6, this issue occurs because of a missing driver caused by the Intel platform.

   Solution: Since you can't connect your computer to the mouse, you can use the touchpad to right-click the Windows icon, go to Device Manager > Universal Serial Bus controllers, and click Unknown USB Device (Device Descriptor Request Failed) with a yellow exclamation mark. (Note: Windows identifies the hardware, but can't find the corresponding driver due to some reasons. "Unknown USB Device" will then be displayed.) Right-click the unknown USB device, uninstall it, then power off the computer. Power on the computer again and check if this issue has been resolved. Please note that you need to shut down the computer rather than restarting it.

   

5. For Problem 7, the computer requires a PIN when paired with some external Bluetooth devices.

   Solution: The default PIN for external devices is "0000". Enter it and check whether the pairing is successful. If you are prompted with the message indicating that the PIN you entered is wrong, check the user guide of the external Bluetooth device or consult the manufacturers for the correct PIN.

6. For Problem 8, this issue may occur with the Intel platform or the Windows system.

   Solution: Unpair both devices then pair them again.

7. For Problem 9, if this issue only occurs with some external Bluetooth devices, refer to the solution for Problem 1. If this issue occurs with all external Bluetooth devices, refer to the solution for Problem 2.

If you are not sure whether the problem with your computer is included in the aforementioned problems, perform the following steps to locate the issue:

General solution 1:

Unplug the charger from the computer, disable the driver, then power off the computer. Power on the computer, enable the driver, then check whether this issue has been resolved. Please note that you need to power off the computer rather than restarting it.

• To disable the driver:
  1. For Intel-based computers:

     Since your computer can't connect to the mouse, use the touchpad to right-click the Windows icon and open Device Manager. Go to Bluetooth > Intel(R) Wireless Bluetooth(R), then click the Disable icon.

     

  2. For AMD-based computers:

     Since your computer can't connect to the mouse, use the touchpad to right-click the Windows icon and open Device Manager. Go to Bluetooth > Realtek Bluetooth Adapter, and click the Disable icon.

     

• To enable the driver:
  1. For Intel-based computers:

     Since your computer can't connect to the mouse, use the touchpad to right-click the Windows icon and open Device Manager. Go to Bluetooth > Intel(R) Wireless Bluetooth(R), and click the Enable icon.

     

  2. For AMD-based computers:

     Since your computer can't connect to the mouse, use the touchpad to right-click the Windows icon and open Device Manager. Go to Bluetooth > Realtek Bluetooth Adapter, and click the Enable icon.

     

General solution 2:

Check whether there is a new version of the Bluetooth driver in PC Manager. If so, update the Bluetooth driver and check whether this issue has been resolved. To update the Bluetooth driver using PC Manager, connect the computer to the network, open PC Manager, click Manage drivers, and check whether there is a new version of the Bluetooth driver. The following figure shows an example of version 20.120.0.3.

If the driver has been found to be the latest in PC Manager, update the PC Manager to the latest version and then check for driver updates again. Alternatively, download the corresponding Bluetooth driver from the official website and install it.

General solution 3:

Check whether you are using the latest version of Windows. If not, update the system at your earliest convenience. To update the system on your computer, perform the following:

Since you can't connect your computer to the mouse, use the touchpad to right-click the Windows icon then the Settings icon, then go to Update & Security > Windows Update > Check for updates. If there is an available update, update the system at your earliest convenience. After the system is updated, check whether this issue has been resolved.

General solution 4:

Back up important data, connect the computer to the power adapter, then press and hold F10 to restore the computer to its factory settings during the restart. After the computer has been reset, check whether this issue has been resolved. If the issue persists, back up your data and take your proof of purchase, mouse and computer to an authorised Huawei Customer Service Centre for assistance.