Windows freezes with Bluetooth connected headphone

[JotaHunter]

My PC always freezes after I connect a headset via Bluetooth, it may be playing music or playing games. The system simply freezes, without even moving the mouse. When you don't have a headset connected it doesn't freeze, with a Bluetooth mouse and keyboard it doesn't freeze either, only when the Headphone is connected to Bluetooth. I've already used several driver versions, replaced the MB with a new one and the problem persists. In the RMA the defect was confirmed but the new one also had the problem. Therefore, it is not a defect in the part, but a general defect in the motherboard's Bluetooth in ASUS TUF GAMING B550M PLUS WIFI II with REALTEK RTL8852BE. The bios is updated. Can someone help me?

CPU: Ryzen 5700X3D

MB: Asus Tuf Gaming B550m Plus WIFI II

GPU: Asus 4070Super Dual

Mem: 2x16gb Kingston Docp 3600

Hard Drive: WD Black 2tb

[JotaHunter]

Problem solved, here's the solution: disable global c state in BIOS. This will resolve this and several other crashes and freezes on the ASUS/AMD combination.

[Jiaszzz_ROG]

Hello @JotaHunter ,

We’re glad you were able to pinpoint the issue and find the optimized settings.
If you have any concerns about the previous RMA, since it involves personal information, please DM me with the serial number of your motherboard and RMA number to further verify the previous diagnostic details.
Your subsequent response seems to indicate that, apart from connecting Bluetooth devices, the combination of the motherboard and CPU is experiencing crashes and freezes during use.
May I ask if your BIOS is in the latest version 3607 and if the problem occurs with the default BIOS settings, including no DOCP, EXPO, or power settings?
If disabling Global C-State helps, it might indicate that your power management needs are different from the default settings for your build.
We would recommend monitoring it during usage to see how it performs.

Thank you.

[JotaHunter]

yeah, I'm on the latest BIOS, I tested all the combinations, without DOCP, everything standard and the problem also happened, the problem was also identified by the support team, I'm from Brazil, I found this solution when researching about freezes on boards with b550 chipset. Since I deactivated Global c State I've left my PC on for hours and it never crashed again.

[JotaHunter]

updating the status, the computer continues to freeze, but at a much lower frequency, but it continues. I don't know what else can be done. I contacted Asus support here in Brazil, but the only solution they gave me was to activate the RMA through the store I bought from, but I know that won't solve it.

[Jiaszzz_ROG]

Hello @JotaHunter 

Based on your recent update, it seems the issue has not yet been resolved.
May I ask if you have sent it for repair?
If not yet, we recommend checking the Bluetooth device settings or restrictions under Windows Power mode and plan > Change advanced power settings. For detailed instructions, please refer to [Windows 11/10] Change Power mode and plan.
We also suggest trying a system reset and keeping your files, or cross-testing with another system drive.

If the problem persists, please provide the following information to help us further diagnose the issue:
- the current BIOS version, the image of BIOS main-page, and all the manually adjusting items in BIOS
- the brand and model name of all Bluetooth headsets exhibiting the issue and the PSU, as well as the part number and installed slots of the RAM
- the OS version and OS build
- the circumstances and frequency of the problem
- a comprehensive video recording compares the issue when connecting Bluetooth headsets with normal operation when not connected

Thank you.

[JotaHunter]

link this video problem: https://youtu.be/X9LL0WMb0lU

The moment the Bluetooth headset is lost, the audio goes out and I turn it off, the PC freezes. I tested with two different headphones and RMA also detected the problem. 

- current bios: 3607;

- fonte msi mag A750GL, bluetooth RTL8852BE na placa mãe, phones JBL E55bt and Live 770nc, mem ram kingston 2x16gb (KF436C18BB/16) dual chanel, cpu ryzen 5700x3d, ssd m.2 wd black 2tb and asus RTX 4070super dual;

- windows 11 23h2 build 22631.4037;

I tested with two JBL headsets, the E55BT and the new Live 770nc, both had problems. I inserted a TPLINK bluetooth adapter via USB and the problem never happened again, which proves that the problem is related to the Realtek RTL8852BE component/driver, which is what equips my card, however the Ausus website does not have this driver on it. page for my motherboard, very strange and the physical component of the motherboard is identified as RTL8852BE.

[Jiaszzz_ROG]

Hello @JotaHunter 

Thank you for sharing the relevant information and video.
I am sorry for not being familiar with Spanish, but based on the footage you provided in the video:
- At 0:16, the headphone indicator light is on, which seems to indicate that Bluetooth is connecting.
- At 0:23, it appears that the headphones are turned off, stopping the Bluetooth connection, and the mouse responds.
- At 0:36, it seems that the keyboard shortcuts are unresponsive.
- At 0:39, clicking on "Start" seems to work, but subsequent actions can't be fully determined as the mouse isn't visible on screen, so it’s assumed that certain programs fail to launch.
- At 1:17, the Bluetooth headphones are toggled again, but it's unclear if they’re being turned on or off. The mouse still moves, but clicks are unresponsive.
Unfortunately, it is difficult to fully understand the correlation between the Bluetooth headphone connection and the system's unresponsiveness.
We recommend that you install the latest version of the Realtek Wi-Fi Driver V6001.15.124.0 released on 8/22 from the official website and check if the issue persists.
Please also cross-test with a non-JBL Bluetooth headset to isolate any potential connection issues.

If it persists, could you please share screenshots of the Wireless Adapter Settings under "Change advanced power settings" and the BIOS main page?
Since no other users have reported this issue with the same model, kindly provide another clearer video recording to help identify the problem by following these steps:
1) Start recording the video
2) Clear CMOS, then enter the system
3) Confirm the Wi-Fi Driver version and power management settings
4) Start connecting the Bluetooth headsets, and demonstrate how the issue is triggered
5) Perform your current troubleshooting steps, confirm whether the issue is resolved, then end the recording.

Thank you.

[JotaHunter]

Hello, could you send me the official link for the newest realtek driver? Because I can't find it on the Realtek website.

[Jiaszzz_ROG]

Hello @JotaHunter 

Please go to the TUF GAMING B550M-PLUS WIFI II official website and navigate to the Support > Driver & Utility > Driver & Tools page, and select Windows 11 from the drop-down menu.
You can then download the relevant drivers from the Bluetooth section.
For detailed instructions, please refer to the guide on How to search and download Drivers, Utilities, BIOS, and User Manuals.

Thank you.