Audio Bluetooth Device Connects But Shows Disconnected in Windows 7 64 bit

I have a strange issue which my PC, which has installed Windows 7 Professional 64 BIT. I have purchased a Bluetooth headset from JBL. I pair it with the machine and all goes well. It's paired and the icon shows in the Devices & Printers. So I then visit the audio icon on the bottom right of the taskbar, right click, open Playback devices and here resides the issue.

Playback devices
Both Bluetooth devices show as disconnected. I click to connect but nothing happens.
I have searched over the web and there are similar cases even in Microsoft forum but there's no solution after years.
If it helps, I have connected the JBL headset to a Mac and to my phone and in both cases works beautifully. So the issue resides with Windows 7.

Any help to solve the issue would be very appreciated.
Nicola SiottoDirectorAsked:
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Joe Winograd, Fellow&MVEDeveloperCommented:
Here's an idea (this has worked for me, but ymmv)

Control Panel
Device Manager
Expand Bluetooth Radios
Right-click on MS Bluetooth Enumerator
Disable it
Re-enable it

If that works, great; if not, then try these steps:

Control Panel
Devices and Printers
Right-click on the JBL
Remove device
Re-add it by clicking Add a device

Then use whatever technique the JBL requires (for example, my BT headset requires moving the On/Off button to On, pressing and holding the Play/Pause button for several seconds until the blue light in the center of the right ear cup flashes red and blue, then left-clicking its icon when it appears on the screen)

A left-click should show that it has been successfully added. Then:

Close dialog
Right-click>Properties
Services
Tick Headset>Apply (so all Services are checked)

Regards, Joe
Nicola SiottoDirectorAuthor Commented:
Thanks for trying but I have already gone through both attempts several times and it didn't work.
Joe Winograd, Fellow&MVEDeveloperCommented:
Have you tried Update Driver Software on the MS Bluetooth Enumerator?
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Nicola SiottoDirectorAuthor Commented:
I have downloaded the latest BT driver update from Intel and the Bluetooth stopped working. I had to restore the machine to an earlier version. The level of frustration is unbearable. I have windows compatibility constraints for my office work otherwise I wouldn't hesitate to jump into Mac. Entirely a different world.
Joe Winograd, Fellow&MVEDeveloperCommented:
I have many BT devices, all of which work fine on my W7 Pro 64-bit machine, including JBL Flip speakers and at least three different BT headsets. I even wrote an article about the headsets here at EE (everything in this article was done on W7 Pro 64-bit)  :
Answer Skype Calls with Bluetooth Headset

Sorry none of my suggestions worked on your W7 Pro 64-bit system. Regards, Joe
☠ MASQ ☠Commented:
So the issue resides with Windows 7 - certainly in that not all BT drivers are the same :(  
Apart from the different versions of the Microsoft BT stack driver(s) have you tried any others?
What's the model of the BT adapter you're using and that of the headphones?
Nicola SiottoDirectorAuthor Commented:
MASQ, I have purchased JBL E40BT headsets. These work with Mac, my smartpohones without any issue whatsoever. I have managed to pair them with this machine that I have purchased less than a month back. But then stopped working. I am just not giving up easily because its simply absurd that it won't work. It's a fact that Microsoft products are made of poor quality and the reason I stick on Microsoft Windows is because of compatibility related to my work environment.
Nicola SiottoDirectorAuthor Commented:
I got in touch with JBL to see if they had a solution in hand. They have confirmed that there are issues with Windows users. However told me they didn't have a specific driver, and the only solution they have for now is to reinstall the Bluetooth stack. Can anyone be more specific and explain to me what's the Bluetooth stack?
Joe Winograd, Fellow&MVEDeveloperCommented:
Here's how to install it:

Control Panel
Device Manager
Expand Bluetooth Radios
Right-click on your Bluetooth adapter (such as Broadcom 2070 Bluetooth, or whatever it is)
Update Driver Software
Browse my computer for driver software
Let me pick from a list of device drivers on my computer
Select Generic Bluetooth Adapter

That's MS Bluetooth. A web search for "windows 7 bluetooth stack" will provide lots of explanation, including this Wikipedia article:
https://en.wikipedia.org/wiki/Bluetooth_stack#Microsoft_Windows_stack

Regards, Joe
Nicola SiottoDirectorAuthor Commented:
Dear Joe, thanks for your reply.

Here's what I can find...
Device Manager Snapshot
Joe Winograd, Fellow&MVEDeveloperCommented:
Right-click on Intel(R) Centrino(R) Wireless Bluetooth(R)...
Update Driver Software
Browse my computer for driver software
Let me pick from a list of device drivers on my computer

It will do doubt show you the Intel Centrino driver, but if you want the MS Bluetooth stack, select Generic Bluetooth Adapter, which it should also show as "compatible hardware". If it doesn't work, you can perform the steps again and go back to the Intel Centrino driver. I can tell you that my JBL Flip (Bluetooth speakers with a microphone) work fine with my Broadcom 2070 Bluetooth driver, so I'm very skeptical of the comment you received from JBL. Regards, Joe
☠ MASQ ☠Commented:
Do you happen to know the make/model or motherboard you're working with?  It might be worth looking at a specific rather than generic driver for the stack.
Nicola SiottoDirectorAuthor Commented:
☠ MASQ ☠ no I don't. The machine FYI it's an HP Elitebook Folio 9470m if this brings you any lead.
Nicola SiottoDirectorAuthor Commented:
Joe I have followed your indications. When updating the drive I got this response:
Capture.PNG
Joe Winograd, Fellow&MVEDeveloperCommented:
Are you sure you right-clicked on the Intel(R) Centrino(R) Wireless Bluetooth(R)... item? I don't know why you would get a USB message on that device. Btw, I have many HP EliteBooks (several different models, but no Folios) and they all have the Broadcom 2070 Bluetooth adapter. But your Folio 9470m shows in Device Manager that it has the Intel(R) Centrino(R) Wireless Bluetooth(R) 4.0 + High Speed Adapter, unless the wrong driver got installed (unlikely).
Nicola SiottoDirectorAuthor Commented:
HP sent to me the original Windows 7 Professional 64 Bit DVD installation. I think drivers should be the correct one. Do you think I could eventually uninstall and install Broadcom driver?

Here's the drivers list for this machine:
http://h20564.www2.hp.com/hpsc/swd/public/readIndex?sp4ts.oid=5271102

My OS is Windows 7 Professional 64 Bit
Joe Winograd, Fellow&MVEDeveloperCommented:
All of my EliteBooks run W7 Pro 64-bit and all have the Broadcom 2070. But at the link you posted, I see that the Folio 9470m has four Bluetooth possibilities for W7 Pro 64-bit: Broadcom, Qualcomm Atheros (two of them), and Intel PROSet. You could try all of them to see if one works.
Nicola SiottoDirectorAuthor Commented:
I am now downloading the Boradcom. Prior to install, should I uninstall the current one?
Joe Winograd, Fellow&MVEDeveloperCommented:
Yes — you can always reinstall it. But this brings to mind another idea. If you uninstall the driver that shows in Device Manager (Intel(R) Centrino(R) Wireless Bluetooth(R) 4.0 + High Speed Adapter) and then reboot, Windows should automatically detect the "new" hardware and install the correct driver for it. I would try that first before manually installing the driver.

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Nicola SiottoDirectorAuthor Commented:
I have uninstalled and as you predicted the machine has attempted to install the driver automatically.
Here's a screenshot of the installation confirmation.
Capture.PNG
Nicola SiottoDirectorAuthor Commented:
Bingo! Apparently the uninstall and reinstall of the Bluetooth Stack did the job. So JBL customer service was close to right about how to solve the issue.

My only scare now is whether this will remain or as it has already occurred I will soon face again the same issue.

However you have definitely been of great help.
Joe Winograd, Fellow&MVEDeveloperCommented:
That's great news! I don't know how long it will last, but at least you have a relatively quick fix now.

Happy to have helped. Regards, Joe
Nicola SiottoDirectorAuthor Commented:
Yes correct. At least there's some quick fix. Thanks again, especially with your determination.
Joe Winograd, Fellow&MVEDeveloperCommented:
You're very welcome.
☠ MASQ ☠Commented:
Nicely done!  Keep a copy of the driver handy, Windows Update can sometimes try to "helpfully" install an update which breaks the BT connection but you just need to reinstall the driver (or set Updates to ignore any replacements).
Sachin DadpeCommented:
Hi,

I've bought BOSE Around Ear Bluetooth headsets and am also facing the same problem. The headphones have been successfully added from the "Add Devices" the drivers have also been installed properly. But am not able to set them as default. The headsets are showing as "Disconnected" on the Sound Window. Am trying to connect them but windows is not allowing me to do so. Am having Windows 7 and using Dell Latitude E5430 laptop. Could you please guide me over here.

Thanking you in advance.

Sachin
Sachin DadpeCommented:
Screen Shot attached for reference.
Capture.PNG
Joe Winograd, Fellow&MVEDeveloperCommented:
Hi Sachin,
I see that you joined EE today — welcome aboard! Here at EE, the best approach to getting help on a question such as the one you posted is to click the Ask a Question button at the top of the page. That allows you to create a new question and it will notify the experts in the Topics that you select (so it's important to specify proper Topics for your question). Posting on top of a closed question, especially one that has had no activity in more than a year, is not a good approach. Regards, Joe
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