Wireless Bluetooth awful sound quality...

[Roberto_De_Luca]

I just bought an Acer Nitro 5 AN517-54, but I'm verry upset with the embedded Intel(R) Wireless Bluetooth(R) adapter, the sound quality is terrible, with white noise and cutting interferences on the hearphones and on the microphone where people cannot understand me on my comcalls. I already tried to update the drivers to the last version, uninstal and install again the device, anyting works at all. I just could solve the issue using a Generic Bluetooth 5.0 dongle, where the sound is perfect, what a shame...

Gents, could you please provide me any solution with the original device to I can leave the Generic BT5.0 dongle do not accuping one of my USB ports? 

[Alberto_R_Intel]

Roberto_De_Luca, Thank you for posting in the Intel® Communities Support.

We will be more than glad to assist you with this matter. 

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

Is this a new computer?

Was the embedded BT adapter working fine before without showing the issues that you are describing?

If yes, when did the issue start?

Did you make any recent hardware/software changes, besides updating the BT drivers, that might cause this problem?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[Roberto_De_Luca]

Hello Albert.

Thanks for your prompt reply.

Here is my following aswers to your questions:

Yes, it is a brand new aquired last Nov 30th, 2023.

No, the BT works bad since the first time that I paired my phones, and I tested with 3 diffrent ones (Jabra Talk 45, Mi buds 4 and a Edifier).

I just updraded the RAM memory with more 16Gb, anything else.

I just use it at home.

Please note the attached SSU report file.

Regards

Roberto De Luca 

[Alberto_R_Intel]

Hello Roberto_De_Luca, You are very welcome. Thank you very much for providing that information and the SSU report. 

Based on the information shown in the SSU document, we can confirm that the wireless driver version currently installed on your computer is 23.10.0.8.

For this scenario, it is important to mention that we always recommend to install the wireless driver provided by the manufacturer of the computer, since that driver was heavily customized by them to work with your specific platform.

I looked on Acer's website and the latest Bluetooth driver version they have available is 22.130.0.2. Please try a clean installation of that driver following the instructions in the links below:

https://www.intel.com/content/www/us/en/support/articles/000022173/wireless.html

Driver:

https://global-download.acer.com/GDFiles/Driver/Bluetooth/Bluetooth_Killer_22.130.0.2_W11x64_A.zip?acerid=637981204905806990&Step1=&Step2=&Step3=NITRO%20AN517-54&OS=ALL&LC=en&BC=ACER&SC=PA_6

We also recommend to get in contact directly with Acer Support to make sure the latest BIOS version is currently installed on your computer or, if necessary, to gather the instructions on how to update it:

https://www.acer.com/us-en/support

Once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

[Roberto_De_Luca]

Dear Albert.

Thanks for your reply.

I got you!

However I'm pretty confused once that the Intel® Driver & Support Assistant says that the  Intel® Smart Sound for Bluetooth® Audio and the Intel® Wireless Bluetooth® both are updated. 

I realized thar once I remove the generic bluetooth 5.0 dongle and the W11 automatic updated the drivers and the problem over like magic

If I still need to update, please send-me a link to download, because didn't found it at all.

[Alberto_R_Intel]

Hi Roberto_De_Luca, You are very welcome. Thank you very much for your reply.

Yes, please try a clean installation of the Bluetooth driver provided by Acer, version 22.130.0.2. According to their website that is the latest version:

https://www.acer.com/us-en/support/product-support/Nitro%20AN517-54/downloads

Instructions:

https://www.intel.com/content/www/us/en/support/articles/000022173/wireless.html

Acer Driver Download 22.130.0.2:

https://global-download.acer.com/GDFiles/Driver/Bluetooth/Bluetooth_Killer_22.130.0.2_W11x64_A.zip?acerid=637981204905806990&Step1=&Step2=&Step3=NITRO%20AN517-54&OS=ALL&LC=en&BC=ACER&SC=PA_6

Did you check with Acer Support to make sure your BIOS is up to date?

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Roberto_De_Luca, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Roberto_De_Luca, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician