# Troubleshooting Guide

## **General Notes**

{% hint style="info" %}
When plugged into a USB port, the dongle may blink briefly. It may not blink again unless Bluetooth is actively in use.
{% endhint %}

{% hint style="warning" %}
**Note:** We do not guarantee successful setup or proper operation of the dongle on Hackintosh systems (non-Apple hardware running macOS).
{% endhint %}

## **If the devices still do not connect after following the instructions above, try the following:**

Try the following steps:

1. Unplug the dongle.
2. Turn off Bluetooth on your Mac.
3. Plug in the dongle.
4. Wait 15 seconds.
5. Turn Bluetooth back on.
6. Attempt to connect your device.

## If your Bluetooth device does not connect:

* Ensure your macOS is up to date.
* Try connecting a different Bluetooth device.
* Test the dongle on another Mac or PC.
* Be aware that a high number of nearby Wi-Fi networks may interfere with Bluetooth performance.
* If using a USB hub, try connecting the dongle directly to a USB port on your Mac.

{% hint style="info" %}
If your Mac only has USB-C ports, use a USB-A to USB-C adapter that supports Bluetooth functionality.
{% endhint %}

<figure><img src="/files/oJmeSGyoZEypLd9Td9G3" alt=""><figcaption></figcaption></figure>

## **Additional Step**

Open **Terminal** and enter the following command:

```bash
sudo pkill bluetoothd 
```

* Press Enter.
* Enter your Mac password.
* Wait 5 seconds, then try to reconnect your Bluetooth device.

## Still Not Working? Try the Following Solutions

### **1. Reset the Bluetooth Module**

1. Close all running applications.
2. Hold **Shift + Option**, then click the Bluetooth icon in the menu bar.
3. Select **Reset Bluetooth Module**.
4. Reboot your Mac.
5. Reconnect your Bluetooth devices (note: all previous pairings will be removed).

### **2. Delete Bluetooth Settings Files**

1. Open **Finder**.
2. Press **Command + Shift + G**.
3. Navigate to: **/Library/Preferences/**
4. Delete the following files if present:

* `com.apple.Bluetooth.plist`
* `com.apple.Bluetooth.plist.lockfile`

5. Reboot your Mac and reconfigure your Bluetooth devices.

### **3. Resetting System Management Controller (SMC)**

1. Shut down your Mac.
2. Hold **Shift + Control + Option + Power** for 10 seconds.
3. Release all keys, then turn on your Mac.
4. Check Bluetooth functionality again.

{% hint style="info" %}
You can also refer to Apple’s support[ article](https://support.apple.com/en-us/HT201171) for more details.
{% endhint %}

### 4. Wake up after sleeping mode&#x20;

If you're having trouble reconnecting devices or waking your Mac using Bluetooth peripherals on Sonoma:

Run the following command in **Terminal**:

```bash
defaults -currentHost write com.apple.Bluetooth RemoteWakeEnabled 1
```

{% hint style="info" %}
**Note:** If your AirPods are not in the case when the Mac wakes up, they may not connect automatically—you’ll need to manually select them from the Bluetooth device list.
{% endhint %}

### **5. Post-Reboot or Shutdown Reconnection Issues**

To improve device reconnection after shutdown or reboot:

1. Go to **Apple menu → System Settings → Privacy & Security → FileVault**.
2. Click **Turn Off FileVault** → **Turn Off Encryption**.

**Alternative method to disable FileVault via Terminal:**

1. Open Terminal and run the command:&#x20;

```shellscript
sudo fdesetup disable
```

2. Follow the on-screen prompts to enter your administrator credentials and confirm the action.

{% hint style="info" %}
**Warning:** Disabling FileVault may reduce your Mac’s security. Proceed only if necessary.
{% endhint %}

### 6. Devices do not work after restarting or shutting down the MacBook&#x20;

1. Open **System Settings**.
2. Go to **Privacy & Security > Accessories**.
3. Set the Dongle option to **Always allow**.

<div><figure><img src="/files/eE5a7P8UROioipLU4Ggj" alt=""><figcaption></figcaption></figure> <figure><img src="/files/brZJhg8Q2FB0ni0bLjOa" alt=""><figcaption></figcaption></figure></div>

After this, the Dongle and connected devices will be automatically available right after macOS starts

### **7. If Music Playback or Input Devices Lag or Drop Connection**

1. Turn off Wi-Fi on your Mac. This will help identify whether interference is causing the issue.
2. If Wi-Fi interference is confirmed:
   * Move the Mac away from the router.
   * Use a wired Ethernet connection if possible.
   * Switch your router to a **5 GHz** frequency instead of **2.4 GHz**.

### **8. More Bluetooth Troubleshooting Tips**

* **Remove Old Bluetooth Connections:** If the dongle was previously paired with another device, reset the connection and re-pair.
* **Restart Devices:** A soft reset of your Mac or mobile device often resolves minor issues. You can also toggle airplane mode on and off.
* **Ensure Sufficient Battery Power:** Low battery levels may disable Bluetooth to save energy.
* **Update Device Firmware:** If you're unable to connect, check for firmware updates on your Bluetooth device to ensure compatibility.

## **Reverting to Internal Bluetooth Controller**

If you wish to stop using the external dongle and revert to your Mac's internal Bluetooth module, run this command in **Terminal**:

<pre class="language-sh"><code class="lang-sh"><strong>sudo nvram bluetoothHostControllerSwitchBehavior=never
</strong></code></pre>

## **Check if the Dongle is configured** <a href="#check-if-the-dongle-is-configured" id="check-if-the-dongle-is-configured"></a>

* Go to **Apple Menu → About This Mac** → **System Report**.
* In the sidebar, select **Bluetooth**.
* Verify the **Manufacturer** field. It should reflect Hideez or match the expected values shown in setup documentation or screenshots.

<figure><img src="https://dongle.hideez.com/~gitbook/image?url=https%3A%2F%2F4278716273-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252F-M7HfF1vPVVRPdEjUgtA%252Fuploads%252F1vJBMp7AlPjymEqdLD7f%252Fimage.png%3Falt%3Dmedia%26token%3Df9f64f47-8e70-4444-ba42-93a56d99f157&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=50af149f&#x26;sv=2" alt=""><figcaption></figcaption></figure>

<figure><img src="https://dongle.hideez.com/~gitbook/image?url=https%3A%2F%2F4278716273-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252F-M7HfF1vPVVRPdEjUgtA%252Fuploads%252FPu3BqdhkKYquMYeJcTQb%252Fimage.png%3Falt%3Dmedia%26token%3D63f9da63-b7fa-4fce-9810-0af882afcc35&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=87357a8f&#x26;sv=2" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
If you have any questions or need further assistance, feel free to contact our Customer Care team at <support@hideez.com>. We're always happy to help!
{% endhint %}


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