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Norton Security Ultra - possible blutooth issue

Hello,

I bought some Presonus Eris E3.5 BT loud speakers a few weeks ago. While I was always able to connect my laptop to the speakers via bluetooth I had problems playing sound right at first use and took up contact with Presonus customer support and we managed to get the laptop to play sound via the speakers. The next day I made a routine restart of the laptop and ever since I can only connect to the speakers via bluetooth, but impossible to play sound.

So at that point I recontacted Presonus, had to open a new ticket as I had closed the other one thinking the matter was solved. After some discussion I sent them a current system .nfo file. Their response was as follows:

"We looked through your .nfo file, and discovered the you have ""Norton"" installed on your system and running in your Startup Applications. This program and others like it, have been seen to cause conflicts between hardware and software environments, and it is recommended that you completely uninstall this program."

My response was that de installing my firewall and virus protection was not an option, that there has to be some other solution. I have not heard from them ever since, that is 3 business days without contact.

So now I have to ask for help here. Is it possible that Norton Security Ultra interferes with bluetooth connections in such an odd way? If so is there any work around, that is allowing specific access to one device.

Again, I am able to connect to the speakers, they show up (oddly as headphones) in Settings/Bluetooth and Devices as connected. But under System/Sound I can only see the inbuilt speakers of the laptop. In System/Sound/All Sound Devices I can find the Eris speakers, but nothing ever happens when I click the allow button. So no way to play any sound over the speakers.

I'm not sure how long I can wait to get this fixed before Amazon won't allow a return.

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Re: Norton Security Ultra - possible blutooth issue

I had problems playing sound right at first use and took up contact with Presonus customer support and we managed to get the laptop to play sound via the speakers.

Do you remember the steps taken by their support to get the sound working? That information would help understand what might be blocking the sound.

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Re: Norton Security Ultra - possible blutooth issue

They gave me this link you microsoft. https://support.microsoft.com/en-us/windows/fix-sound-or-audio-problems-in-windows-73025246-b61c-40fb-671a-2535c7cd56c8#ID0EDBD=Windows_11

I was able to get sound to work on step 9 of that list. After the laptop restart I did the following day repeating these same steps this did not work anymore.

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Re: Norton Security Ultra - possible blutooth issue

Are you using Windows 10 or 11? What version?

You mentioned restarting the laptop. Be sure you are using the Restart command. Not Shutdown and startup again if you have Windows Fast Startup feature enabled. If you use Windows 8/8.1, 10 or 11, there can be an issue with the Windows Fast Startup feature.. See more information here.

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Re: Norton Security Ultra - possible blutooth issue

Windows 11 and it was a regular restart, not a system update either.

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Re: Norton Security Ultra - possible blutooth issue

Did you complete the rest of the steps in the MS article after step 9?

I do not have Win 11, so others can chime in here in case it is OS related.  @SoulAsylum

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Re: Norton Security Ultra - possible blutooth issue

All: If a restart didn't initiate the sound there most likely is a paring issue. Did you perform pairing when you did setup? https://support.microsoft.com/en-us/windows/fix-connections-to-bluetooth...

Step #12 solved this issue on my GF Windows 11 Pro NUC with speakers I purchased for it.  IDT High Definition Audio CODEC's. She gets an audible message at restart that the speakers initiated and are working each restart.

SA

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3155 / Windows 10 Pro x 64 version 22H2 / build 19045.4046 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.1.6 / Opera GX LVL5 (core:106.0.4998.76) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 One UI 6.1
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Re: Norton Security Ultra - possible blutooth issue

I just tried the entire procedure on the microsoft support page again with no change. I have a feeling the problem is not Norton, but tech support PreSonus is obviously unable or unwilling to help.

The speakers work correctly with my phone. And yes, I closed the phone's connection as I went to the process and try to get them to work on the laptop. The speakers connect with my laptop via bluetooth, but they do not appear in settings/system/sound. When I click on all sound devices in that tap I do see them as an option in addition to the built in speakers, when I then click on the bluetooth speaker icon I can click the allow button, but nothing ever happens (if it worked the button should turn to don't allow.

I am really out of my depth with this, no clue what to do and worried that anything I might try could make things worse (like disabling all sound).

I am grateful for all attempts at helping me with this.

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Re: Norton Security Ultra - possible blutooth issue

Indeed the issue you are seeing isn't a Norton issue. Its simply a setup issue. Forgo the mobile device usage for a short bit. Disable BT on that device temporarily so it doesn't connect to the speakers. As long as your laptop is BT enabled Windows should detect the speakers. Enable BT on your laptop with the speakers powered on. Windows should see your speakers as a device awaiting connection with an icon. Pair it from there. 

SA

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3155 / Windows 10 Pro x 64 version 22H2 / build 19045.4046 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.1.6 / Opera GX LVL5 (core:106.0.4998.76) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 One UI 6.1
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Re: Norton Security Ultra - possible blutooth issue

I just tried the fix bluetooth steps at microsoft, no change. In the microsoft update catalogue you linked (step #12) I only see old codecs, the most recent being for Win 10 dated July 2015.

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Re: Norton Security Ultra - possible blutooth issue

I already did that. Turned off bluetooth on the phone, turned off and then on again bluetooth on the laptop. In settings/system/sound I click on add device, the speakers are found and connected. Yet no device other than the default realtek are shown to use. In advanced settings in this tab the bluetooth speakers are listed, but I cannot allow sound to be played on them. Under bluetooth the speakers are clearly shown as connected.

Here are a few screenshots. In image 3 the speakers now actually appear twice, I've noticed this a few times when I removed the device and reconnected.

Pièce Jointe: 
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Re: Norton Security Ultra - possible blutooth issue

The only thing I see is from image #4, the volume level is set at zero.

Image 3 showing the same device twice could also be an issue.  See if you can remove both, restart the computer and then try pairing the device again.

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Re: Norton Security Ultra - possible blutooth issue

File Attachment:  4 .png screenshot images

I'm seeing an email address.  

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Re: Norton Security Ultra - possible blutooth issue

Ah yes, did not even notice the email is visible. But it's an old one that has been in so many site hacks one more reveal won't matter much. It is not the one I'm actively using now.

The multiple entries on image 3 indeed disappear if removed on restart. But it never makes a change.

As to the volume level, while I can pull it to the right it always goes right back to zero. Clicking mute doesn't change anything either, just like the allow button.

Presonus actually sent me an email they had not heard from me on the support ticket in five weekdays. Which is funny as the last comment was mine and that turning off firewall and virus protection was not an option. Maybe someone fresh will take a look at this from their side now.

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Re: Norton Security Ultra - possible blutooth issue

And no worries, I changed the email and password for my microsoft account, the one seen in the screenshots is not current.

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