How to get SR300 working on Windows 10 Build 1703 - Including SDK Apps such as Segmentation (Updated 5/17/2017)

[CSinl]

Hello everyone!

Just as a reference, I am a Microsoft Engineer working off the books because I was directly affected by this issue since updating to Windows 10 Creators Update. Please note that this post does not reflect any of the opinions or views of this company and is completely of my own. The reason why I actually ended up working on this was because I am a Video Game Streamer on my leisure time when I am not working. I have confirmed this is a Intel Driver Issue for your reference.

With these steps I was able to get FULL functionality from my Razer Stargazer Webcam(SR300) after performing this fix/workaround. The reason why you can only use the imaging sensor is because the Virtual Driver is not actually installed. This should work in theory for Insider Builds as the same principle applies.

If you have the following item that is circled, this fix does not apply to you. But you should not have to do this if you aren't on the latest build of Windows 10.

Please ensure you are running the latest build of Windows 10. Windows 10 Version 1703 to be exact. Here is my OS Build for your reference. This is not a Insider Build. Results may vary if you are on a Insider Build.

EDIT (5/17/2017): I have tested this with the latest build, 15063.296

Step 1: Go to the Settings App and Ensure All Updates are Completed

EDIT: Once Completed, Open a Run Box (Windows Key + R) and type the following command:

SystemPropertiesHardware.Exe

In the Windows that appears, click "Device Installation Settings"

Then Select, "No, your device may not work as expected."

Side Note: Once Intel releases an actual fix, you can turn this back on at a later date.

Step 2: Open up the Device Manager. You can either access this by accessing a Run Prompt and typing "devmgmt.msc" in the field and click "ok" or right-click/windows key + "X"

to access it. Keep in mind that you do need Administrative Privileges.

Right-click and delete the highlighted drivers. Keep in mind, my machine is working, so I do have a SR300 Virtual Driver.

When prompted, ensure you delete the driver software for the devices. Check the box and say "Ok".

Step 3: Restart the Device

Step 4: Being Plug and Play enabled, wait for a notification in the Action Center or a toast notification to restart to complete a driver installation for a Intel RealSense device.

Step 5: Restart the device

Step 6: Download the following link: http://download.microsoft.com/download/F/2/2/F22D5FDB-59CD-4275-8C95-1BE17BF70B21/wushowhide.diagcab http://download.microsoft.com/download/F/2/2/F22D5FDB-59CD-4275-8C95-1BE17BF70B21/wushowhide.diagcab

http://download.microsoft.com/download/F/2/2/F22D5FDB-59CD-4275-8C95-1BE17BF70B21/wushowhide.diagcab http://download.microsoft.com/download/F/2/2/F22D5FDB-59CD-4275-8C95-1BE17BF70B21/wushowhide.diagcab

This is a troubleshooter to hide/block updates that can cause issues with Windows. Run the tool and high any Intel Realsense Drivers that are newer than

09/22/2016

Step 7: If already installed, remove DCM. Then Install DCM(Right-Click and Run as administrator.) Ensure you have the latest version of DCM installed. Firmware Update your camera if you can(It is not required.)

Step 8: Open up device manager and ensure all Imaging devices are underneath the Imaging Device Class. You should see the following:

Open up the Properties on the Depth Sensor Driver. Verify that it says the following:

Edit (5/17/2017:) If the driver is older than this, that is fine as well. If the driver is from 2006(which is should be if you properly deleted your drivers), please do the following:

Click on "Update Driver"

Click on "Browse my computer for driver software"

Click on "Let me pick from a list of available drivers on my computer"

Un-Check "Show Compatible Hardware"

Select "Intel" as the Manufacturer.

Select "Intel (R) Realsense(TM) Camera SR300 Driver and next

Restart the device afterward.

Step 9: Verify that Windows Hello works, Open Camera App, and even an app of your choice that may use the SDK.

I...

[MartyG]

Those are both modern 7th generation Core processors, so there is no compatibility issue there. Thank you very much.

So:

- The RealSense drivers are installed and you can read their details. This suggests that the camera could be detected at some level, otherwise the DCM installer program would have failed.

- Have you always had this problem with the camera, or did the camera work fine for a time and then stop? If it worked before, this 'fine until today' behavior can be symptomatic of a Windows update that has downloaded and installed recently that conflicts with the camera.

- There is also the possibility that the SR300 camera is conflicting with Build 15063 (the Creators update) of Windows in general. Though it would be unlucky if the problem was affecting both of your PCs at the same time, since the Creators Update issues affect some people and not others.

- The apparent stalling of camera detection in RawStreams would also suggest the possibility of USB instability regarding being able to supply the camera with power as reliably as it would like (RealSense is very sensitive to the state of the USB port). Though again, you would be unlucky if the USB ports on your two PCs by different manufacturers were both affected in the same way.

- Something that would account for the camera not working on either PC is if the issue was with the camera's firmware driver, since that is stored in the camera. So if there was a problem with that such as a corruption then the problem would travel with the camera when it was moved to another PC. This is a more logical explanation than believing that both of your machines, which are new and by different manufacturers, would be affected with exactly the same problems.

If it is the firmware at fault then you could try doing a forced update of it. If the DCM software has installed successfully at least once (as indicated by the fact that you have the RealSense RGB,Depth and Virtual drivers n your Device Manager) then there should be a firmware update file stored on your PC that you can run to update the firmware only without using the DCM program.

The link below explains the process.

As indicated on this link, if all else has failed then you can file a claim to return the camera to Intel for a refund or replacement if you purchased it within the last 90 days. Please bear in mind that the SR300 is about to be retired this month, so if you would like a replacement unit rather than a refund, you should file for a return sooner rather than later before SR300 stocks run out.

[eakba]

Thank you for your attention,

My laptop with RGB works , but with IR it can just take one frame and after that it will stop and doesn't work.

I found "FWUpdateSR300" as it has explained in

but I don't know where should I paste it,

Thank you

[MartyG]

If your IR works at all then I would think that the firmware is okay and the problem is that your camera is disconnecting as soon as it starts, due to a USB power issue. You would be unlucky though if this USB problem affects both of your machines. I wondered if this might be the case when I saw the screen-grab of your RawStreams window and it said at the bottom of the window the word 'Stopped'.

An instant fix for this USB problem for a lot of users has been to purchase a mains-powered USB hub and plug the camera into that instead of into the PC's USB port. They can be found for around $15 on stores such as Amazon by searching for 'powered usb 3.0 hub'.

If you want to try a firmware update though, you can do so in the 'Command Prompt' window. You can find this by going to the text box at the bottom of your Windows screen (the one next to the button where you shut down) and typing 'command' into that box to find the Command Prompt application.

[hbawa]

HI.

I have the lenovo a910 and have the latest preview build but my cameras are still not working.

however when i use the camera through chrome, it works.

[MartyG]

When you say that the camera works through Chrome, do you mean for video applications like video chat?

[hbawa]

yes,

if i open chat through chrome, the camera works there.

but when i open camera though windows it doesn't.

[MartyG]

If a RealSense camera's drivers have problems then the computer treats it as an ordinary RGB webcam, meaning that it will still work in video applications such as Skype but the depth and IR functions will not work.

Could you please provide some images of your System Information window, and the Imaging Devices section of the Device Manager please? That way, I can check your PC's specification and what RealSense drivers are present. Thanks!

[MartyG]

Your Windows build is a recent one and the processor looks fine. And your SR300 is built into the all-in-one laptop.

The most noticeable issue in your images is in the Device Manager. Normally, there should be three SR300 drivers listed in the Imaging Devices section (RGB, Depth and Virtual Driver) but you only have the Depth driver. This would usually render the camera inoperable.

It looks as though the laptop uses the standard Intel drivers for the SR300 and not special Lenovo ones. How I would approach the issue is:

1. Right-click on the Depth driver in the Imaging Devices section and select Uninstall to remove the Depth driver from the Device Manager, so that there is nothing listed in its Imaging Devices section.

2. Reboot the laptop. Hopefully, that will cause Windows Update to automatically download and install the full set of SR300 drivers.

[hbawa]

if you look at the device manager the "Rgb" driver is under the "camera tab"

[MartyG]

I haven't seen that driver configuration before, as the SR300 drivers are usually centralized under the Imaging Devices section. Your PC is an All In One model though, so that means there may be some design decisions by Lenovo that aren't commonly seen in PCs.

Problems with built-in RealSense cameras are unfortunately a lot harder to fix than problems with the USB version of the cameras. I would normally have advised waiting for the new Windows Fall Creators Update to see if that fixed the problem. Build 16299 though is the Fall Creators Update though (or at least the preview version of it - the full public version is due October 17.

I note that you said the camera "still" is not working. So you have been having this problem for a while with previous Windows builds?

[hbawa]

yeah, it was working perfectly fine and then couple of month ago, i was on normal build and it stopped working, i thought ill upgrade to the preview to fix it but has not fixed it.

[MartyG]

"worked until today" issues where it has worked fine for a while and then suddenly stops working are usually due to an update downloading and installing in Windows. So it is likely a software problem rather than a hardware one.

As the 5 page length of this forum discussion shows, there may not be much that can be done to fix the problem until something changes in Windows to correct the issue.

I would suggest downloading and installing the new RealSense SDK 2.0 software, which is SR300-compatible. It has a camera viewer program that may help you and Intel support staff to diagnose the root of your problem. Download Intel.RealSense.SDK.exe

https://github.com/IntelRealSense/librealsense/releases/tag/v2.7.9 Release Intel® RealSense™ SDK 2.0 (RC1) · IntelRealSense/librealsense · GitHub

[hbawa]

When i try to download the driver/manager from intel website. i get this.

[MartyG]

For laptops with built-in RealSense cameras, there is little that can be done to fix them. The two options I recommend are usually:

1. Try downloading camera drivers for your model from the manufacturer's support website, in case the manufacturer has made changes that render Intel's standard RealSense drivers incompatible with the computer.

Or as a last resort,

2. Do a 'recovery boot'. This is a special kind of restoration that wipes the machine and re-installs Windows, but also installs all the applications and drivers that the machine came with when it was new (i.e returning it to 'factory default' condition). On Lenovo computers, this process is called OneKey Recovery.

https://support.lenovo.com/gb/en/solutions/ht077084 Introduction to Lenovo OneKey Recovery 8.0 for Notebooks

[hbawa]

i have previously tried recovery and it works, but then you get a windows update its gone,

i now have too much work on the computer to recover it.

Thank you

[hbawa]

its just confusing how the camera works through chrome but not through windows camera app.

[MartyG]

I'm sorry you are in a situation now where it would be too much trouble to recover. I do very much understand what that situation is like. I would have suggested restoring and then setting Windows Update so it does not install downloaded updates automatically and you manually select which the downloads are installed.

[hbawa]

since the new update 17, the camera work but windows hello doesn't .

[hbawa]

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