LENOVO Y700-isk F200 w10x64 RGB working Depth camera black

[VKili]

Hi All,

After trying to install SDK the depth camera stopped working.

RGB is working properly

i'm sending logs and screen shots of devices installed.

Also a capture from camera explorer that shows depth black.

Is it a HW problem,

let me know i have the laptop only 15days

Best Regards

also

FWupdate

====================================

Camera Firmware Version:

====================================

Camera FW Version = 2.60.0.0

**********************************************************

Intel(R) RealSense(TM) Firmware Update Tool Version 1.4.27.30007

Copyright (C) Intel(R) Corporation. All Rights Reserved.

Camera Connection Check:

**********************************************************

Camera Connection State = Connected

[VKili]

forgot that in original post...

[MartyG]

On the old RealSense forum, I remembered that someone else had problems with a Y700. Their problem seemed to be related to the Depth Camera Manager (DCM) component not installing correctly.

Edit: Her's a link to the full post, which is very long.

https://software.intel.com/en-us/forums/realsense/topic/594789 DCM /FW Install Issues - PLEASE READ!

Here's what they said:

***************************************

Hi, I purchased a Lenovo Y700 a month ago, and the Realsense camera on it has been working intermittently.

1. It is an integrated camera (F200)
2. In the device manager, the following are seen under the imaging devices
   1. Intel(R) RealSense(TM) 3D Camera (Front F200) Depth
   2. Intel(R) RealSense(TM) 3D Camera (Front F200) RGB
   3. But both are under hidden devices
3. Under the USB devices, these are seen
   1. Intel(R) RealSense(TM) 3D Camera (Front F200)
   2. Intel(R) RealSense(TM) 3D Camera (Front F200) Device
   3. Again, both are hidden.

When I try to run the DCM installer, I get an error code -4 I am unable to use my camera with any app

[VKili]

Thank you for your fast response.

My devices are not hidden and the samples start normaly i just get no depth camera data.

Initialy it was working everything stopped when i tried to install intel sdk samples (i've downloaded all of them)

One thing it is not clear to me is that upon download there was a registration key but i never used it.

I'm worried if any firmware update that may failed might have caused failure on the depth camera...

but actually i don't really know ....

[idata]

Hi billyk182,

I have a couple of questions before we start looking for a solution to your issue: 1) Have you try updating your drivers?2) Have you reinstall your DCM?3) Is your camera a built-in or an add-on? If it is an add-on have you try to connect to other USB 3.0?4) Was this failure cause after a Windows update? I will be waiting for your reply, have a nice day! Best Regards,-Jose.

[VKili]

Hi Jose,

1) Have you try updating your drivers?

Fro which drivers do you ask? F200 drivers are up to date installed , uninstalled and reinstalled without error messages

other drivers seem to be up to date all windows updates automatic.

2)Have you reinstall your DCM?

intel_rs_dcm_f200_1.4.27.52404.exe

do i need something more than this ?

3)Is your camera a built-in or an add-on? If it is an add-on have you try to connect to other USB 3.0?

build-in

4)Was this failure cause after a Windows update?

Can not say, it is probable

thanks

[idata]

Hi billyk182,

You only need the intel_rs_dcm_f200_1.4.27.52404.exe, but before you run this program make sure that you uninstall the DCM first.I will be waiting for your reply, have a nice day!Best Regards,-Jose.

[VKili]

Although i have already done it before, i tried it again.

Uninstalling removes virtual driver from device manager .After reboot i reinstalled ... same results, depth camera black as in my second post picture.

[idata]

Hi billyk182,

Which version of Windows are you using? If you are using a version lower than 14393, please update to version 14393.576 you can find this update in this link: https://support.microsoft.com/en-us/help/4004227/windows-10-update-kb3206632 https://support.microsoft.com/en-us/help/4004227/windows-10-update-kb3206632 .

I will be waiting for your results, have a nice day!

Best Regards,

-Jose.

[idata]

Hi billyk182,

We will investigate more deeply your issue, as soon as we have some useful information we will contact you back.Have a nice day!Best Regards,-Jose.

[VKili]

O.K I'll be waiting

[idata]

Hi billyk182, Analyzing your case we have concluded that this is a hardware issue. Still we will like for you to try one more suggestion, in one of your replies you point out that your camera used to work before you installed the SDK. How did you know the camera worked, which applications did you use? Could you please try to uninstall the SDK and check if the camera works again with the same applications as before? If the issue still presents, I would recommend to contact your PC manufacturer for support. Hope you find this information useful, have a nice day! Best Regards,-Jose.

[VKili]

I'm really puzzled by the behaviour.

I uninstalled intel dcm from programs and features and uninstalled all imaging devices.

After that windows hello was able to setup facce recognition but only until next restart.

After that hello was not available .

Re installing lenovo 3d camera driver (more or less encapsulated intel driver) i get the devices but windows hello (finds compatible hardware) can not setup recognition (turns on camera but no biometric data are recorded) also

ir led turns on but depth camera from tools is still black.

I'm instructed by the seller to return to factory defaults prior to sending the device back for repair

I'll do that but if possible could you tell me which fact persuaded you that it is a hardware problem?

Best regards

Vassilis

[idata]

Hi billyk182,

Usually most of the Software issues are related to the DCM, the OS version or the SDK. Since you have correctly installed your DCM and have an update version of Windows, we think that your issue might be hardware. Still I will advise to follow the recommendations given by your PC manufacturer. Hope you find this information useful, have a nice day! Best Regards,-Jose.

[VKili]

Hi Jose,

I did a system restore and still it does not work so it's probably a hardware issue.

I'm sending the laptop to the vendor.

Thanks for your time

Regards

Vassilis

[idata]

Hi billyk182,

Always happy to help! If you have any more questions, please don't hesitate to contact us.Have a nice day!Best Regards,-Jose.