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Last week I bought a new Asus Laptop running on Windows 11 (see detailed configuration below). This laptop comes with a Wifi and Bluetooth functionalities. Everything worked fine until Friday, when the Bluetooth icon decided not to show up in windows taskbar after startup.

I saw that this is somewhat of a common error and followed Microsoft's suggested fixes. I tried updating the driver and running the troubleshooter to no avail. Ultimately, I followed the instruction of uninstalling the Bluetooth adapter from the Device manager.

This is where things started to go south: after reboot, Windows does not detect my Bluetooth adapter anymore. I tried:

  1. Starting "Bluetooth Support Service" in the "service.msc" tool;
  2. Reinstalling new drivers from Asus website
  3. Reverting back to factory settings (twice)

All this gave no result. I still do not have Bluetooth capability and the Bluetooth adapter remains absent from the "Device manager" (even though I am showing hidden devices and scanned for hardware change).

But there is more.

While trying to connect my laptop to my old Wifi router (which only emits in the 2.4GHz band), I discovered that my laptop can only see Wifi networks that emit on the 5GHz band. This is strange because my integrated network adapter, a Realtek 8821CE is supposed to detect both 2.4GHz and 5GHz bands.

According to the manufacturer's website, it seems that the Realtek 8821CE is also the chip that offers the Bluetooth capability. I therefore suspect that this chip is somehow malfunctioning and causes the 2 problems that I observed: failure of Bluetooth and Wifi limited to 5GHz band.

In the end, could you tell me whether my problems are caused by a software issue that I can solve, or is my network adapter faulty and I should return the laptop?

Additional info:

Device specs:

  • Processor Intel(R) Core(TM) i7-1065G7 CPU @ 1.30GHz 1.50 GHz
  • Installed RAM 8,00 GB (7,74 GB usable)
  • ID C4EBFA60-6B20-47E6-8032-ACE9FE43F8EE
  • Product ID 00342-21980-93827-AAOEM
  • System type 64-bit operating system, x64-based processor

Windows specs:

  • Edition Windows 11 Home

  • Version 21H2

  • Installed on ‎23/‎07/‎2022

  • OS build 22000.832

  • Experience Windows Feature Experience Pack 1000.22000.832.0

View of the device manager before I uninstalled the Bluetooth adapter:

enter image description here

View of the device manager now (with "show hidden devices" enabled):

enter image description here

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  • Can you enable hidden devices and repost your second device manager screenshot?
    – Ramhound
    Commented Jul 24, 2022 at 14:14
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    WiFi is working and Bluetooth is not. It could be the wireless card or a daughter card. Given your actions and tests, yes, get the machine serviced or replaced.
    – anon
    Commented Jul 24, 2022 at 14:19
  • @Ramhound: I re-uploaded the last image, making sure the "show hidden devices" is enabled.
    – Damien
    Commented Jul 24, 2022 at 14:33
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    If a reinstall, or driver install, doesn't fix this, because it's a new computer the best thing to do is to replace the computer. Don't let this turn you away from a given brand. Computer failure rates over the life of a computer are always U shaped. There are more failures in brand new computers, and then as the computers age the failure rates go down and then start tracking upwards again.
    – music2myear
    Commented Jul 24, 2022 at 15:04
  • Is this a new or "new" computer you purchased used? 10th generation intel processor seems to suggest it's used.
    – Ramhound
    Commented Jul 24, 2022 at 15:16

1 Answer 1

Reset to default
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Asus ZenBook 425EA here. The Bluetooth just disappeared suddenly one day, while I was using it.

What worked for me was:

  • Open Device Manager

  • Under Universal Serial Bus Controllers, there was one device with a yellow warning icon, which had "failed to report" what it was

  • I went to that device's properties, Disabled it, and then Enabled it again

When I did that, the Bluetooth immediately came back online.

Original answer here: https://superuser.com/a/1739038/52910

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