1 Rookie
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3 Posts
1
1734
August 30th, 2023 17:28
XPS 9520, Bluetooth issues
XPS 15 9520
HELP. I am having issues with my XPS 9520 Bluetooth. Primary issue is the microphones on either my Apple Airpods of Sony BT headsets just stop working. I have tried EVERYHTING the laptop to stop dropping the microphone including the following:
1) Reset Airpods and Sony to factory hardware setting and re-added to the laptop
2) Checked all drivers for windows 11 as current and up to date in both Windows Update and the DELL Support Assist portal. all drivers are updated, BIOS is at the latest 1.16 version.
3) Removed ALL directly attached USB-C devices with the exception of my DELL WD19TBS dock. This helped improve the range of the BT signal from about 5ft to closer to 20ft. interesting enough if I remove an directly attached USB-C devices the BT signal strength improves to over 50ft. Is this a USB-C shielding issue?
4) Used an external USB-A BT dongle seems to work just fine. interesting enough when using the external BT dongle the both the Apple Airpods and my Sony BT headset will connect automatically on power up. this is not the case when using the internal BT radio on the laptop itself. I have to manually go into the Bluetooth setting inside Windows 11 and manually "connect"
5) I have DELL support case open and we have tried everything save a complete reset of the Windows 11 OS which is simply not possible as this is a work laptop.. resetting the entire OS would be too disruptive.
I am seeing many 9520 owners going back to early 2022 having Bluetooth radio issues with no documented solutions in sight from DELL other than to use an external BT Dongle.
Thoughts/comments on what the issue might be here.. I have heard that maybe the BT radio hardware is not fully connected as a possibility but I am reluctant to crack open the case. would rather DELL technician take a look a this.
Thanks to all those who respond. this is very frustrating on a $3000+ laptop.
Paul.
DELL-Nat M
Community Manager
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3.2K Posts
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January 31st, 2024 12:52
(Marking this as a solution for visibility)
Hi all,
Based on the updates you've provided, we kindly ask you to install the Realtek High Definition Audio Driver version 6.0.9597.1, A80, & BIOS 1.20.0.
Let us know if this resolves your issue.
Thank you!
(edited)
pturnbul01
1 Rookie
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3 Posts
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August 30th, 2023 17:56
Some more testing.. if I use an external USB-A BT dongle any headset automatically connects to the BT dongle when powered-on.. when using the internal BT Radio on the 9520 this is NOT the case.. I have to manually connect the headset inside device manager in windows.. this is the case when my DELL WD19TBS dock is connect to the, DELL recommended, Thunderbolt port on the left hand side of the 9520.. however if I move the dock to the the right hand side and connect to a regular USB-C port then the auto-connect behavior changes.. the BT headsets auto connect when the dock in connected on the right hand side.. switch the dock back to the Thunderbolt connection on the left and no more auto-connect. To me this points towards an issue with interference from the DELL dock cabling OR there is a hardware issue with the interna BT radio itself.
I will keep the dock connected to USB-C for now (right hand side of laptop) to see if this improves the reliability of the internal BT radio itself.
Thoughts/comments?
P.
XPS_Man
5 Practitioner
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2.4K Posts
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August 30th, 2023 21:18
Dock has ethernet port on it, are you using it instead of WIFI ? If yes turn WIFI off and test
There were similar issues with WIFI chip interfering with their TB14 dock in the past.
t_obias
1 Message
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September 26th, 2023 07:20
I can confirm this issue. Me (and all my colleagues using the xps 15 9520) needs to either restart the computer or uninstall the bluetooth driver each time connecting a bluetooth headset.
The microphone does not work no matter which headset is being used. This has not been an issue previously but I cant find which update is the culprit is I have tried everything. I am now joining calls from my telephone.
mddav2
1 Message
1
October 3rd, 2023 09:19
Confirm I have the same issue, this is extremely frustrating for such an expensive laptop. Your response please @dell?
defurr
2 Posts
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October 10th, 2023 17:17
I have the EXACT same issue as described above. Perfectly good BT headsets that worked on my previous, ancient Lenovo ThinkPad. I get one good pairing per reboot. If I make the mistake of turning off the headset, then it will not reconnect. Or rather, the headphone will reconnect but the microphone won't. I am 100% current on all of my Windows Updates and Dell driver updates.
defurr
2 Posts
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October 10th, 2023 17:49
@defurr I also tried restarting every audio- and Bluetooth-related Windows service, to no avail. Only a hardware reset does the trick. Also tried turning off Wifi. That had no impact.
Dilshod
4 Posts
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October 11th, 2023 16:40
I have the same issue for almost a month. Why is Dell not fixing the issue? This is very frustrating. I Have Dell XPS 9520. Prior getting the laptop, the IT had warned me not to go with dell because of these kinds of issues, but I had convinced him that dell does good job.
(edited)
Ilán
1 Rookie
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2 Posts
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October 13th, 2023 12:54
Same problem here on the XPS 9720. Only after restarting the device, the mic works fine.
scottinet_
1 Rookie
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7 Posts
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October 14th, 2023 12:37
Same here, XPS 9320.
StevenVissers
1 Message
1
October 16th, 2023 03:52
Normally I hate writing "I have the same Problem".
But maybe it will kick the support of Dell. I have super expensive notebook and I can’t use it….
I tried to contact Dell Support and they told me to run all diagnostics…of course no issue then….
I also had the problem that the charging suddenly stopped. Very nice when you sit in a meeting with customers.
Also, the diagnostics show no error. So, no help from Dell.
I don’t understand…..so many people have this problem and no response at all?
If they will not fix it, then it will be my last Dell, that’s for sure. The 3 years premium support other manufacturers have too.
marna2
1 Message
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October 17th, 2023 10:21
same laptop model and same issue - I hope Dell resolves this problem soon. As you said, it was an expensive laptop!
scottinet_
1 Rookie
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7 Posts
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October 19th, 2023 07:03
I "solved" this problem. After months trying to get a solution, I finally bought a bluetooth USB dongle (tp-link UB500).
The only difficulty I had was to remove the devices previously linked to the laptop's internal bluetooth controller, as the Intel driver is crashing regularly.
But once I was able to clean everything up, and once I disabled the Intel bluetooth controller, I plugged the dongle in, and voila, seamless bluetooth connections. It's day and night, this 10$ dongle works like a charm, I can AT LAST work remotely, doing videoconferences, without any issue.
Sad. :-(
(edited)
Bagoose
1 Message
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October 22nd, 2023 18:24
@scottinet_ Great idea, will try this. It's a pity Dell can't seem to solve this though.
Dilshod
4 Posts
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October 25th, 2023 16:06
SOLUTION FOUND!
I was on a call with Dell support, and they asked me to install an earlier driver for the Realtek (R) Audio. That took care of the issue. driver version is: Realtek-High-Definition-Audio-Driver_TTDH5_WIN_6.0.9509.1_A72_01. This solved my issue.
(edited)