topic Re: Built-in RealSense not detected in Items with no label

Built-in RealSense not detected

AVerh2 — Sun, 30 Aug 2015 21:55:23 GMT

I have an ASUS N551JQ notebook with a built-in RealSense Camera.

At first it worked perfectly fine, but after a while, the camera stopped working, because the system didn't detect the camera anymore.

I tried re-installing all of the drivers, but because of the detection problems, I'm not able to install the Depth Camera Manager. I managed to install the SDK, although it still displays an error, saying it can't detect neither the RealSense Camera, nor the DCM.

Device manager, however, shows the 3D Camera Virtual Driver and says it's up-to-date.

I recently updated to Windows 10, but the exact same problems appeared in Windows 8.1.

After getting in touch with ASUS, they told me to reset my laptop to the factory back-up (since the camera was working when I first got my notebook). I have tried that, but it keeps mentioning that another application or program is using my RealSense 3D camera.

Before I send my laptop back to ASUS, I hoped you could help me.

Many thanks in advance!

Ps. I tried sending this same message to someone from the Intel Support Team, but for some reason I can't file a new Service Request...

Re: Built-in RealSense not detected

IUman — Tue, 08 Sep 2015 20:00:15 GMT

Hello Alyssa,

At this point, I would recommend trying a BIOS update with your system, you can contact your system manufacturer or access the ASUS website to see if there is a new BIOS version for your system and make sure you have all Windows updates.

Re: Built-in RealSense not detected

AvanG1 — Tue, 29 Sep 2015 18:22:58 GMT

Hello,

I have the same issue since the upgrade of Windows 10. I also have a Asus N551JQ notebook with built-in realsense 3D camera. Already tried everything. But at the begin of the Intel DCM and SDK software I get the error its not detected or able to validate it is a Intel product.

I self think its beceause software that I am missing. But don't know what. I had this issue already a couple of times before with windows 8.

At the begin when I did my upgrade it worked fine. But windows update crashed so I re-installed everything.

Hope you can help me!

Re: Built-in RealSense not detected

Jorge_I_Intel — Tue, 29 Sep 2015 23:49:44 GMT

Have you contacted Microsoft in this issue?

There is the possibility that Windows 10 upgrade caused this.

Jorge

Re: Built-in RealSense not detected

AVerh2 — Thu, 15 Oct 2015 15:16:36 GMT

Have you been able to fix it?

Re: Built-in RealSense not detected

AVerh2 — Thu, 15 Oct 2015 15:17:10 GMT

In my case, it wasn't caused by the W10 upgrade, since it wasn't working on W8 either...

Re: Built-in RealSense not detected

IUman — Fri, 16 Oct 2015 15:35:49 GMT

Hello Alyssa,

At this point I would recommend first to check if the drivers are properly loaded, you can check that in the device manager of access the following link:

http://www.intel.com/support/peripherals/smartdevices/rs-camera/sb/CS-035557.htm http://www.intel.com/support/peripherals/smartdevices/rs-camera/sb/CS-035557.htm

Also, I recommend reinstalling the drivers, I know that you have done this already but I suggest restarting your system every time you install a driver for proper installation.

Based on the ASUS model you provided you can download the drivers from the ASUS website.

https://www.asus.com/support/Download/3/712/0/3/CfTz1rENsIXzDZoN/45/ https://www.asus.com/support/Download/3/712/0/3/CfTz1rENsIXzDZoN/45/

I strongly recommend installing the ATKPackage showing at the ASUS website to avoid any compatibility issues.

After all that is done please reinstall the Intel® RealSense™ Depth Camera Manager.

https://downloadcenter.intel.com/download/25044/Intel-RealSense-Depth-Camera-Manager-DCM- https://downloadcenter.intel.com/download/25044/Intel-RealSense-Depth-Camera-Manager-DCM-

Regards!