Thank you, Starcom.

try redownloading the bluetooth driver

Reesa and Starcom, I can't simply download a driver because there's no Bluetooth device listed anywhere on this computer now. There's nothing to update. It's no longer a question of updating the drivers. Its a question of what's wrong with the computer itself, I think.

Nailed it, hagatha. Can't update drivers for a device that is no longer available. This is now in Razer's hands, since the laptop is still under warranty.

And Razer is pulling their usual stunt of sending me emails asking questions I've already answered in the lengthy chat session I had.

The "Senior" Support tech who emailed me yesterday asked me to take a screen shot of the Bluetooth tab, which tells me that STILL nobody is willing to understand or acknowledge that something is actually wrong and it isn't user error:

"May I know the details of our problem by answering a series of questions below:
Did you receive a Windows Update prior to the issue?
Have you updated your Synapse to your latest version?
Have you tried updating your Windows?
Can we ask for a screenshot of your Device manager showing the Audio Input and Output and the Bluetooth tab? (emphasis added).
[u][/u]

I can't seem to get through to anyone. It's as though they're speaking Spanish and I,, apparently, am speaking Klingon.

Yeah, I swear every tech support does this. You have to start over with each new support tech. I understand that probably 99% of the issues ARE user error, so they at least try the easy fixes first. However, when I've already done all their stuff, my response to these requests is that NO, I'm not going to send you any of this and YES I've already done all of the above. Ball's in your court. I usually get pretty quick service then when they realize I'm not going to jump through their hoops more than once. And in your case, this is the SECOND piece of hardware/chip that has gone belly up... what's next?

I sent a rather stiff email in response, making it clear that it is not the tech guy's fault, but that I am now unwilling to redo every step when I was very clear about what happened in the hour-long chat I had with someone yesterday.

With respect to the microphone, I did tell the last person I was in contact with that I wasn't jumping through any more hoops but I got nowhere, just more emails with lists of things to do.

My next step will be to ask to deal with someone who has the authority to make decisions about the warranty on this computer.

Again, it's too bad, because I'm otherwise happy with the machine. I runs everything smoothly.

In the end, a company that makes high end computers is only as good as it's tech support staff and policies. It is indeed time to figure that with TWO things going belly up, a third and a fourth can't be far behind.

The only solution they came up with is for me to send them my computer, but I can't be without it for weeks and weeks. It's now the only one I've got. I do al my zoom medical appointments and calls to my mother on it and since my husband's 12 year old desktop just died I keep all our financial accounts up to date on it We basically run our lives on it now.

And when you explained that to them? I have to say, I'd be letting them know you will be registering a complaint with the BBB.

We'll see what they say. I haven't had a response yet. I think the complaint has to move up the food chain.

In that case, hagatha, they deserve to suffer severe indigestion !!!!

Good luck with it all 🤞🤞🤞

I'm not getting anywhere. Nobody is hearing me at Razer Support. It's as though we're speaking two different languages.

I just got yet ANOTHER email from yet another low-ranking tech support guy suggesting that we start by running the Bluetooth troubleshooter.

I ran it again so I would have the exact wording, and this is what it said :

"Device does not have Bluetooth.

Bluetooth is not available on this device. Please try using an external adaptor to add Bluetooth to this computer."



I'm starting to think their much-lauded support is a myth.

So sad and frustrating hagatha. That is exactly the type of stuff I cannot deal with and why I end up just never fixing things.

I sincerely hope you can get it sorted out at some point.

I have to say I have come to the same conclusion. Their support is worthless.

I just found this website and it appears Razer monitors it. Might be another avenue to try to get their attention.

https://www.trustpilot.com/review/razer.com

I eagerly await the response to my confirmation -- again -- that yes, as I have been saying, there is no Bluetooth on my computer.

Wow! 79% bad reviews.

Sorry Razer hasn't been giving you decent support, hagatha! I know how frustrating it is when you're tossed from one techie to another and each one is starting over from square one.

I do have a suggestion--it's a long shot, but it's also easy because you don't have to do much.

Sometimes when bluetooth drops out completely like this, especially after a Windows update, it's really a USB issue. New chipset drivers or firmware *might* fix it, if there are any available on Razer's site. Failing that, there's something else you could try, too:

You might be able to restore your bluetooth (at least temporarily) by draining the power from your laptop. Normally this would just mean powering down the laptop and removing the battery--unfortunately with slim laptops like this one, the battery is usually hard to get to and glued in place, so you'll need to drain the battery the slow way: unplug your laptop, set your screen brightness up high, and continue using the laptop until the battery completely drains. (The more you make your laptop do during this time, the faster the battery will drain--gaming is always a good option, though I recommend exiting most programs once your battery reaches critical levels.) Once the laptop is forced to power down, hold the power button in for about ten or fifteen seconds to ensure the battery is completely drained.

Let it sit for a few minutes. Then plug your laptop back in and power it back on. Once Windows starts, check to see if your bluetooth has magically reappeared in Device Manager.

Thanks, Demosthenes. At least that's not just more canned responses from low level techs!

Demosthenes, I DO have a mysterious USB issue, and I have reported it to Razer, too! Nobody has even looked at that issue.

I expanded all my devices thinking I might as well make sure all my device drivers were up-to-date. In the list of USB devices, I found an "unknown" USB device.

The error message I get when I tried to update the drivers for it was this:


"Unknown USB Device. Windows has stopped the device because it has reported problems (Code 43). "



So, let battery drain completely -- overnight seems about right, yes? Then plug in and power it back on.

Thanks for the suggestion. I'm on it!

Hmmm... I looked up some stuff. One suggestion for that Code 43 USB error was to uninstall the device - whatever it might be - and reboot. Maybe the battery drain will help too.

I've seen that suggestion elsewhere, too, Draclvr. If the battery drain doesn't work I'll try that.


EDIT:

It's back.

I drained the battery and rebooted the computer, but that didn't work. However, after I drained the battery and rebooted, my external fan started making a grinding noise and wasn't working. I unplugged it from the USB port, rebooted again, and the mystery USB device is gone from the Device list, and Bluetooth is back and working.

I'll file this one under, "Huh?"

That's great hagatha! I hope it stays there! I don't suppose your microphone is back?

That was going to be my first question too, oldbroad! Are you going to tell the "crack support team" at Razer that a member of an adventure gaming forum helped you figure it out when THEY couldn't!

So, does that exterior fan work now?

Of course I'll tell Razer Support that an adventure gamer pointed me at the USB! If I explain it all to them very carefully, maybe they'll actually be able to help the next person who encounters this problem.

Yes, the fan is working.

The mic...not so much. I'm okay with that because I have a little external mic that I use for my online medical appointments and Zoom call, and it works very well.