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Soporte al cliente de HP: base de conocimientos

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  • Información
    El soporte de Microsoft para Windows 7 finalizó el 14 de enero de 2020

    - HP recomienda que comience el proceso de actualización para Windows 10 si su PC ha sido probado por HP. Para más información, haga clic aquí.


    - Si su PC no es compatible para actualizar a Windows 10, podemos ayudarle a encontrar el equipo perfecto. ¡Consulte nuestras ofertas semanales!

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HP PCs - Troubleshooting a Bluetooth Connection

This document is for HP and Compaq computers with Windows and Bluetooth connectivity.
If you cannot pair your computer with a Bluetooth device, review the steps to check for connection or driver issues.

Step 1: Confirm your computer has Bluetooth

Use Device Manager to confirm if your computer supports Bluetooth.
  1. In Windows, search for and open Device Manager.
  2. In Device Manager, look for Bluetooth or Bluetooth Radios in the list.
    • If Bluetooth does not display, your computer does not support it.
    • If Bluetooth displays, continue to the next step.
      Bluetooth displays in Device Manager

Step 2: Make sure the Bluetooth signal is on

When the Bluetooth signal is turned off, you cannot pair an existing device, add a new device, or modify Bluetooth settings.
  1. Open Device Manager, and then click the arrow next to Bluetooth or Bluetooth Radios.
    Clicking the arrow next to Bluetooth to expand the list
    • If your device displays in the list, the Bluetooth signal is on. Skip to the next step.
    • If your device does not display in the list, right-click the Bluetooth card, select Enable device, and then try to pair.
      Clicking enable device for the bluetooth card

Step 3: Remove any wireless interference

The Bluetooth wireless signal between your computer and device might be too weak to make a good connection.
Example of non-wireless products interfering with wireless performance
  1. Make sure the device is on and discoverable.
  2. Check for and turn off Bluetooth on any other devices that are not being used.
  3. Move the computer and device closer together, usually within 10 m (33 ft).
  4. Make sure there are no objects between your computer and device. Objects such as TVs, microwaves, cordless phones, or other wireless devices can weaken Bluetooth signals.
  5. Try to pair.

Step 4: Restart the device and computer

Restarting the device and computer might resolve any connectivity error states.
  1. Close all running programs on your computer, and then shut down the computer.
  2. Turn off the device.
  3. Turn on the computer and device, and then try to pair.

Step 5: Check the wireless communication settings

On your computer, make sure your wireless communication settings allow for a Bluetooth connection.
  1. In Windows, search for and open Airplane mode.
  2. Make sure Airplane mode is turned off, and Wi-Fi and Bluetooth are turned on.
    nota:
    Airplane mode automatically turns off Wi-Fi and Bluetooth. If you need to use Bluetooth while in Airplane mode, you can manually toggle it back on.
    Making sure Airplan mode is off, and Wi-Fi and Bluetooth are on
  3. Try to pair.

Step 6: Check for a Bluetooth driver update

If the Bluetooth driver for your device is out of date, you might experience connectivity issues.
  1. Open Device Manager, and then click the arrow next to Bluetooth to view the currently installed devices.
    Example of non-wireless products interfering with wireless performance
  2. Right-click your Bluetooth device, and then select Update driver.
  3. On the Update Drivers screen, click Search automatically for updated driver software.
    • If an update is not available, continue to the next step.
    • If an update is available, update the driver, and then try to pair.

Step 7: Uninstall the Bluetooth device, and then pair it

The Bluetooth driver for your device might be in an error state or corrupted. Uninstall the device using Device Manager, and then pair it to the computer to reinstall the driver.
  1. Open Device Manager, and then click the arrow next to Bluetooth to view the currently installed devices.
    Example of non-wireless products interfering with wireless performance
  2. In Device Manager, right-click the device you are trying to pair, and then click Uninstall device.
  3. On the confirmation screen, click Uninstall. The device is removed from the list.
  4. Restart the computer to reset any wireless connections.
  5. Try to pair.

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