Disconnect of bluetooth which leads to BSOD when restarting

C

CorneredTiger

Member
Hi,

It's been around 2 weeks since I received my PC and noticed that I've been having disconnects with the Bluetooth when playing games. Once the disconnect happens, I can't connect to my Bluetooth speaker and a yellow bang is shown on device manager for my Bluetooth speaker. When trying to uninstall the device, the dialog appears but never seems to finish. I then do a restart but during the restart progress (the blue screen with restart text after clicking on the restart icons on windows), It never restarts and instead shows a BSOD with Driver Power state failure stop code. No driver specially was mentioned on the BSOD.

This has happened 3 times now and was wondering if this was due to the intel AX200 WIFI+BT 5.0 card.

What I've tried:
Uninstalled the Bluetooth driver via device manager (as well as clicking on the checkbox that appears when uninstalling it), reinstalled the driver via intel website. Still having the same issue.

I've attached the Memory dump. Seems to be the Bluetooth mini support driver (BTHUSB.sys which appeared on the events tab on device manager for the Intel Bluetooth card) but want you all to confirm first.

Full spec can be found below:

Case
COOLERMASTER MASTERCASE H500M GAMING CASE
Processor (CPU)
AMD Ryzen 5 3600X Six Core CPU (3.8GHz-4.4GHz/36MB CACHE/AM4)
Motherboard
ASUS® PRIME B450-PLUS (DDR4, USB 3.1, 6Gb/s) - RGB Ready!
Memory (RAM)
32GB Corsair VENGEANCE DDR4 3200MHz (2 x 16GB)
Graphics Card
8GB NVIDIA GEFORCE RTX 3060 Ti - HDMI, DP
1st Storage Drive
2TB SEAGATE BARRACUDA SATA-III 3.5" HDD, 6GB/s, 7200RPM, 256MB CACHE
1st M.2 SSD Drive
1TB INTEL® 665p M.2 NVMe PCIe SSD (up to 2000MB/sR | 1925MB/sW)
Power Supply
CORSAIR 750W TXm SERIES™ SEMI-MODULAR 80 PLUS® GOLD, ULTRA QUIET
Power Cable
1 x 1 Metre UK Power Cable (Kettle Lead)
Processor Cooling
STANDARD AMD CPU COOLER
Thermal Paste
STANDARD THERMAL PASTE FOR SUFFICIENT COOLING
Sound Card
ONBOARD 6 CHANNEL (5.1) HIGH DEF AUDIO (AS STANDARD)
Network Card
10/100/1000 GIGABIT LAN PORT (Wi-Fi NOT INCLUDED)
Wireless Network Card
WIRELESS INTEL® Wi-Fi 6 AX200 2,400Mbps/5GHz, 300Mbps/2.4GHz PCI-E CARD + BT 5.0
USB/Thunderbolt Options
MIN. 2 x USB 3.0 & 2 x USB 2.0 PORTS @ BACK PANEL + MIN. 2 FRONT PORTS
Operating System
NO OPERATING SYSTEM REQUIRED
Operating System Language
United Kingdom - English Language
 
ubuysa

ubuysa

The BSOD Doctor
You didn't attach the memory dump, but if the driver referenced is BTHUSB.sys that's a Bluetooth driver.

As above really, how did you install Windows and from where did you source all the drivers?

In the meantime, download the Intel Driver & Support Assistant and use that so see whether there are missing/updated drivers for the Intel AX200.

Also download the AMD Driver Support utility and use that to see whether you're missing AMD Ryzen drivers.

I don't think you have all the necessary drivers installed......
 
C

CorneredTiger

Member
SpyderTracks said:
How did you install windows and drivers when you got it?
Click to expand...
Installed windows via bootable USB with window media creation tool.

drivers for Bluetooth were from Intel website found here: https://downloadcenter.intel.com/product/189347/Intel-Wi-Fi-6-AX200-Gig-

The ASUS Prime b550 plus motherboard drivers were from https://www.asus.com/us/Motherboards/PRIME-B550-PLUS/HelpDesk_Download/ The current bios driver is 1212 which is what the pc had when it first arrived. I haven't updated as the newer versions are in beta. I also used Intel Support and driver assistant and updated the Bluetooth and the WIFI drivers.
 
C

CorneredTiger

Member
ubuysa said:
You didn't attach the memory dump, but if the driver referenced is BTHUSB.sys that's a Bluetooth driver.

As above really, how did you install Windows and from where did you source all the drivers?

In the meantime, download the Intel Driver & Support Assistant and use that so see whether there are missing/updated drivers for the Intel AX200.

Also download the AMD Driver Support utility and use that to see whether you're missing AMD Ryzen drivers.

I don't think you have all the necessary drivers installed......
Click to expand...
I'm downloading the AMD driver Support utility.
 
ubuysa

ubuysa

The BSOD Doctor
Martinr36 said:
no memory dump, put it somewhere like one drive and then link to it making sure that anyone with the link can download it
Click to expand...
TBH I don't think the dump will help. I really don't think you have all the necessary drivers installed.
 
C

CorneredTiger

Member
I've downloaded the AMD driver support utility, ran it and clicked on install for all the drivers mentioned on that software, restarted PC. I'm uploading the DMP on google drive. Once done, I will share the link
 
ubuysa

ubuysa

The BSOD Doctor
CorneredTiger said:
Besides the drivers stated on AMD support utility, what drivers would I be missing? Device manager doesn't seem to indicate any missing drivers.
Click to expand...
No idea. You'll need the AMD drivers I would expect, they might well be your problem. I would use the Intel tool to check the AX200 driver too.

TBH, you're far better off after a clean install alllowing Windows Update to install all the drivers it can, and then use the manufacturers websites to find any others (like the AMD specific drivers).
 
C

CorneredTiger

Member
ubuysa said:
No idea. You'll need the AMD drivers I would expect, they might well be your problem. I would use the Intel tool to check the AX200 driver too.

TBH, you're far better off after a clean install alllowing Windows Update to install all the drivers it can, and then use the manufacturers websites to find any others (like the AMD specific drivers).
Click to expand...
Yeah I've used the intel tool to pick up any drivers missing and it did pick up WIFI and Bluetooth drivers. I installed them and restarted PC but still having the same issues.

I did do a clean install of windows once I got the new pc and installed the other drivers after the windows update completed.
 
ubuysa

ubuysa

The BSOD Doctor
CorneredTiger said:
Yeah I've used the intel tool to pick up any drivers missing and it did pick up WIFI and Bluetooth drivers. I installed them and restarted PC but still having the same issues.

I did do a clean install of windows once I got the new pc and installed the other drivers after the windows update completed.
Click to expand...
The AMD drivers will be essential. If it BSODs after they've been installed upload the memory dump to the cloud with a link here. :)
 
C

CorneredTiger

Member
ubuysa said:
tThanks, I'll take a look - probably tomorrow.

Is that before or after the AMD drivers were installed?
Click to expand...
This is before the drivers were installed. I'll let you know if the Bluetooth disconnects again from this point forward. Appreciate you helping out on this issue.
 
Last edited:
SpyderTracks

SpyderTracks

We love you Ukraine
CorneredTiger said:
Just had the Bluetooth disconnect again. This time however, when doing the restart, there was no BSOD.
Click to expand...
Excellent.... getting there.

The last thing to do is connect the speaker, then find the bluetooth adapter in device manager and find the power settings:

  1. Press “windows+X” and go to “control panel”.
  2. Click on “device manager”.
  3. find the bluetooth adapter and click on “properties”.
  4. Under “hardware tab” go to properties
  5. Then under “general” tab click on “change settings”.
  6. Click on “power management” tab and uncheck the box “allow the computer to turn off this device to save power”.
  7. Then click on “ok” and restart the computer, check if the issue persist or not.
You may find that you can't find the "hardware tab", if that's the case, try reinstalling the bluetooth driver.
 
C

CorneredTiger

Member
SpyderTracks said:
Excellent.... getting there.

The last thing to do is connect the speaker, then find the bluetooth adapter in device manager and find the power settings:

  1. Press “windows+X” and go to “control panel”.
  2. Click on “device manager”.
  3. find the bluetooth adapter and click on “properties”.
  4. Under “hardware tab” go to properties
  5. Then under “general” tab click on “change settings”.
  6. Click on “power management” tab and uncheck the box “allow the computer to turn off this device to save power”.
  7. Then click on “ok” and restart the computer, check if the issue persist or not.
You may find that you can't find the "hardware tab", if that's the case, try reinstalling the bluetooth driver.
Click to expand...
I found the power management tab by changing to Device by connection as shown below. I went through each option from AMD USB 3.10 eXtensible.... to the Microsoft Bluetooth LE Enumerator and unchecked the checkbox "allow the computer to turn off this device to save power" for those that had the power management tab.

Hopefully I shouldn't have the issue of the Intel card disconnecting now :)

1612128962875.png
 
SpyderTracks

SpyderTracks

We love you Ukraine
CorneredTiger said:
I found the power management tab by changing to Device by connection as shown below. I went through each option from AMD USB 3.10 eXtensible.... to the Microsoft Bluetooth LE Enumerator and unchecked the checkbox "allow the computer to turn off this device to save power" for those that had the power management tab.

Hopefully I shouldn't have the issue of the Intel card disconnecting now :)

View attachment 21900
Click to expand...
Awesome, well done, that's a new one on me, thanks for that! (y)
 
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