SR300 does not work with Windows hello and depth camera.

[hkim47]

Hi,

Until Windows 10 pro 1603, both Windows hello and Depth Camera had no problem.

However, the problem occurred after the 1703 update, and it was not solved by using the external power USB hub again after reinstalling the driver several times.

In the meantime, the firmware of the SR300 has been changed, and when I try to recover, the following result is displayed.

C:\FWUpdateSR300>fwupdatesr300.exe -oemId:0xcafecafe -force

Are you sure you want to burn the new FW image? 'y' or 'n'

y

Signed Image version = 3.21.0.0

DFU_version = 27

DFU_isLocked = 1

FW_highestVersion = 3.26.1.0

FW_lastVersion = 3.26.1.0

FW_SerialNumber = 612204001820

ERROR DFU_STATUS_ERROR_NOTDONE

FW not signed or exceeded max possible FW update of this version, remain with current FW

Camera Generation: Ivcam 1.5

Camera Connection Type: Peripheral

Device ID: 5fe72fa

Serial Number: 612204001820

OEM ID: 0xcafecafe

Firmware Revision: 3.26.1.0

Command: Burn New Version FW Image

Status: Exceeded maximum FW updates

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

FW update return code: -101

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

The current environment is NUC7i7BN Windows 10 pro 1709.

What is the solution?

Thank you for your help.

[MSava3]

I do agree is a driver problem!

I've noticed that there are a good set of

Nome dell'applicazione che ha generato l'errore: svchost.exe_WbioSrvc, versione: 10.0.16299.15, timestamp: 0x9c786b9a

Nome del modulo che ha generato l'errore: ntdll.dll, versione: 10.0.16299.15, timestamp: 0x493793ea

Codice eccezione: 0xc0000005

Offset errore 0x0000000000020b1d

ID processo che ha generato l'errore: 0xccc

Ora di avvio dell'applicazione che ha generato l'errore: 0x01d35a6e9d203afc

Percorso dell'applicazione che ha generato l'errore: c:\windows\system32\svchost.exe

Percorso del modulo che ha generato l'errore: C:\WINDOWS\SYSTEM32\ntdll.dll

ID segnalazione: 4bee125c-4990-4364-beef-ba5fd1118058

Nome completo pacchetto che ha generato l'errore:

ID applicazione relativo al pacchetto che ha generato l'errore:

Also a great number of:

- <</span>Event xmlns=" http://schemas.microsoft.com/win/2004/08/events/event"> - <</span>System> <</span>Provider Name="RealSenseDCMSR300" /> <</span>EventID Qualifiers="0">0</</span>EventID> <</span>Level>4</</span>Level> <</span>Task>0</</span>Task> <</span>Keywords>0x80000000000000</</span>Keywords> <</span>TimeCreated SystemTime="2017-11-07T21:16:09.706040600Z" /> <</span>EventRecordID>5688</</span>EventRecordID> <</span>Channel>Application</</span>Channel></...

[MartyG]

Thanks a lot for the information, Massimo. Unfortunately I do not foresee any circumstances where the RealSense development team will resume update work on the SR300 drivers, even if new information such as yours comes to light. The SR300 is officially classed by Intel as being at its 'end of life' and development now focuses around the D415 and D435 camera models. I do really understand the frustration for SR300 users who have problems.

[MSava3]

I want to be more precise: NO APPLICATION work at all

I have the leg power on/off continuously but not even the SDK apps nor the games work.

It's a fraud!

M

[MartyG]

If you purchased your camera from the online Intel Click store within the previous 90 days then you have the option of filing a claim for a refund or replacement.

https://www.intel.co.uk/content/www/uk/en/support/articles/000023505/emerging-technologies/intel-realsense-technology.html Refund Process for Intel® RealSense™ Developer Kits

Manufacturers are aware that not every unit that leaves the factory will work as it should. This is why return systems like the one above exist so that the user's consumer rights are respected and upheld.

[MSava3]

Annoying enough I wrote them already on Tuesday. NO ANSWER so far

Very pissed off by intel

[MSava3]

Enabling all log in SDK:

https://software.intel.com/en-us/user/335277 https://software.intel.com/en-us/user/335277

2017-11-11 22:42:07,357 rssdk.RealSenseDCMSR300 (T-71) CameraWrapper.cpp: 60 CameraWrapper::InitCamera ERROR - [did :0x3abb19c8] operationm_camera->ExternalTrigger().SetEnabled(false, 0)failed with status: 4051error:ivcam_Firmware_ERROR_IllegalHwState - Firmware Error - Illegal Hardware Stated.

[idata]

Hello everyone,

We completely understand your frustration over the SR300 DCM malfunction in Windows 10. This has been a known issue for many months with several blogs, announcements, and issues posted throughout the RealSense Community.

Unfortunately, all development on the RealSense Windows driver, the Depth Camera Manager, has ceased and it is no longer supported. This means that Windows Hello and the apps dependent on the DCM (Windows apps, RealSense SDK for Windows apps) do not work. Some users have somehow made it work, but these are exceptions, not the rule.

Firmware recovery is also affected. First of all, the BIOS components necessary for firmware recovery are not available in PCs that do not have embedded F200 or SR300 cameras. So FW recovery does not work on peripheral SR300 cameras. Even if you have the right BIOS components, if the DCM installer fails, it is unlikely that FW recovery will work. Also, FW recovery is not guaranteed to work on PCs with embedded RealSense cameras.

Also note that the RealSense SDK for Windows, both R2 and R3, is discontinued and no longer actively supported. However, we provide basic support here in the forums.

Going forward, if you want to use the SR300 in Windows 10, you must use the RealSense SDK 2.0 found in https://github.com/IntelRealSense/librealsense https://github.com/IntelRealSense/librealsense. This SDK is independent of the DCM and all other Windows apps. It provides basic camera stream access. All new apps will have to be written with this SDK.

I will add an announcement on this community with this information in hopes that everyone sees it.

I know this is not what you wanted to read. I wish I could give you better news.

Best regards,

Jesus G.

Intel Customer Support

[MSava3]

Intel,

this is a FRAUD!

On YOUR website the camera is still SOLD and is sold as FUNCTIONING!

It is NOT written that drivers DO NOT EXIST nor that it does not support Windows 10.

In fact is the opposite, is declared on your website and on Microsoft website as one of the few that support Windows Hello.

I think you must update the drivers to work till the device is sold AND fix the description on your site.

[MSava3]

Read what is on YOUR site TODAY:

Improved Windows Hello Support!!!

Also note that the drivers crash continuously so even the SDK DOES NOT WORK! as the device got disconnected.

Skype DOES NOT WORK

Again: you must keep up what is written on the website and on the specs.

[idata]

Hello MassimoS,

Thank you for pointing out that graphic. Can you please provide the website where it appears so that we may address it?Skype is a Windows app that uses the Depth Camera Manager (DCM) to communicate with the SR300, therefore it is not expected to work. Only apps that have been developed with the Intel RealSense SDK 2.0 will work with the SR300. This means that all Windows apps that try to use the SR300 will not work because they all rely on the DCM.USB disconnection problems with the SR300 camera are a known issue and can sometimes be alleviated by using a powered USB HUB, but this is not guaranteed. The disconnection problems are independent of the driver.If you are having problems with the Intel RealSense SDK 2.0, please open a case and we will help you address them.Regards,Jesus G.Intel Customer Support

[MSava3]

1) as already wrote the issue is both with the PC and a powered USB3 hub

2) NOTHING works if the driver is screwed up not even the SDK and the sample apps.

The website is quite simple is YOUR ecommerce:

https://click.intel.com/ Click Intel to Purchase Computer Spare Parts and Technology Books

https://click.intel.com/realsense.html Intel® RealSense™ Developer Kits

https://click.intel.com/intelrealsense-developer-kit-featuring-sr300.html Intel® RealSense™ Developer Kit (SR300) - Intel® RealSense™ Developer Kits

Now you should fix the driver, non the eCommerce.

Or maybe you prefer to say: Spend $109.00 for a totaly useless device you'll have to return at your cost!

Good advertisement for intel!

[MSava3]

intel_corp

are you making fun of me?

"If you are having problems with the Intel RealSense SDK 2.0, please open a case and we will help you address them."

The SDK DOES NOT WORK if the driver continues to crash!!!!!

You want me to open a case to fix it? ok, provide me info

[idata]

Hello MassimoS,

We are not making fun of you. The Intel RealSense SDK 2.0 can be found at http://github.com/intelrealsense/librealsense http://github.com/intelrealsense/librealsense. This SDK contains its own camera access APIs so it is independent of the DCM and it continues to work with the SR300 on Windows 10. Note that only the SR300 camera and the upcoming D400 series cameras are supported in this SDK. The RealSense SDK 2.0 works on both Windows 10 and Ubuntu 16.04.

The discontinued Intel RealSense SDK for Windows (https://software.intel.com/en-us/realsense-sdk-windows-eol https://software.intel.com/en-us/realsense-sdk-windows-eol) is the one that relies on the DCM and therefore does not work.

Regards,Jesus G.Intel Customer Support

[MSava3]

@intel

If the driver crashes (and continues to crash) the SDK does not work as the device is NOT recognized by windows.

The SDK samples either do not recognize the camera at all or (if they are able to get it one of the few millisecs the driver is on) crash/deadlock immediately after when the driver crashes.

So is not a DCM related issue only. The DCM does not work because the driver crashes.

I've installed the RealSense SDK 2.0

So: fix the driver if you want SDK to work

[MSava3]

Well we need to escalate that. They simply have to do a driver fix an a product that is widely used, still sold and active.

It's unaceptable.

[MSava3]

Also here is FALSE:

https://www.intel.com/content/www/us/en/support/products/85364/emerging-technologies/intel-realsense-technology/intel-realsense-cameras.html Support for Intel® RealSense™ Cameras

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

• Date: 04-Feb-2016
• Version: Latest (Latest)
• OS: Windows® 10, 64-bit*, Windows 8.1, 64-bit*
• Description: Installs the Intel® RealSense™ Depth Camera Manager for short-range and long-range cameras.

It does specify compatibility with Windows 10 that IS NOT TRUE

And more:

https://downloadcenter.intel.com/download/24958/Intel-RealSense-Camera-Calibrator-for-Windows- Intel® RealSense™ Camera Calibrator for Windows*

• Date: 07-Mar-2016
• Version: 1.0.8 (Latest)
• OS: Windows® 10, 32-bit*, Windows® 10, 64-bit*, Windows 8.1, 32-bit*, Windows 8.1, 64-bit*
• Description: Installs the Intel® RealSense™ Camera Calibrator for Windows* version 1.0.8.

https://www.intel.com/content/www/us/en/support/articles/000020964/emerging-technologies/intel-realsense-technology.html System Requirements for the Intel® RealSense™ Camera SR300

Last Reviewed: 05-Jun-2017

Article ID: 000020964

System requirements for the Intel® RealSense™ Camera SR300:

Processors6th Generation Intel® Core™ Processor Operating SystemsWindows® 10 64-bitSupported SystemsLaptops, All-in-One devices, 2 in 1 devices Storage8 GBMemory4 GB

From my little understanding if you do not fix the drivers you'll be liable... at least for false information and fraud.

[idata]

Hello MassimoS,

It is not a fraudulent lie that the SR300 camera is compatible with Windows 10. Below I will explain why.

USB Disconnection

The SR300 camera, and all other RealSense cameras, require reliable power and data bandwidth from the USB3.0 ports on the PC. Because the depth stream, the amounts of data and necessary bandwidth are much higher than typical color video cameras. In some systems, the SR300 camera does not receive a reliable power signal from the USB3 ports. In these cases, you may hear a USB connect/disconnect sound coming from the PC. This has nothing to do with the SR300 camera itself, the drivers, or the software. OEMs implement the USB subsystem in different ways and sometimes they do not deliver the quality signals the camera requires.

This problem is sometimes alleviated by connecting the camera to a powered USB 3.0 HUB instead of directly into the PC's USB 3.0 port. You may also find that the camera works well on a different PC. We have seen many cases where the camera works on one PC but not on another.

Drivers

When the RealSense SR300 camera is connected to a Windows 10 PC and it is powered correctly from the USB 3.0 port, two Microsoft inbox UVC AVStream drivers, one for the depth camera and one for the RGB camera, are loaded at the lowest level. These are not Intel-developed drivers, they are base, generic drivers that are part of the OS. Above these drivers are more Microsoft components, the Media Foundation Source Readers. These base drivers are inherently compatible with the OS since they are part of the OS.

Intel's RealSense Depth Camera manager (DCM) is the layer that is developed by Intel. The DCM communicates with the camera hardware via the lower-level drivers described above. Unfortunately, due to major changes in the Windows 10 imaging architecture as of build 15063, the DCM has been compromised. The DCM was developed well before build 15063 was released. Due to changes in Intel's RealSense roadmap, development of the DCM has ceased and all future efforts are directed toward the Intel RealSense SDK 2.0, which I will address later. This incompatibility will not be fixed.

The DCM is used by the Intel RealSense SDK for Windows and all apps that were built using this SDK. The Virtual Driver, which is part of the DCM, is used by all regular Windows apps, such as Skype, that just need to access the RGB stream of the camera. Windows Hello uses the DCM directly.

In order to make Windows Hello work reliably with the SR300 and the DCM, major architectural changes will have to be made to the camera--including the firmware, RGB, and depth nodes--and the DCM. It is not a simple bug to fix.

If the DCM does not install correctly, then you may have problems with Windows camera apps, apps developed with the RealSense SDK for Windows, and Windows Hello.

A workaround that has worked for many users is to uninstall the DCM from Programs and Features and all instances of the SR300 in the Device Manager, then unplug and plug in the camera. However, this does not work in all cases, unfortunately.

Intel RealSense SDK 2.0

The https://github.com/IntelRealSense/librealsense Intel RealSense SDK 2.0 (a.k.a. Librealsense 2) is a cross-platform API (works on both Ubuntu and Windows 10) that supports the SR300 and D400 series cameras. This SDK is completely different and independent from the RealSense SDK for Windows I mentioned above. The RealSense SDK 2.0 also does not use the DCM. So, if the DCM does not install correctly, it does not affect the RealSense SDK 2.0. This SDK relies on the inbox UVC drivers described above to communicate with the camera. Again, these UVC drivers are inbox Microsoft drivers and are part of the OS. These are completely compatible.

If you are having problems with camera recognition using the RealSense SDK 2.0, then the problem is most likely with the USB connection, not with the drivers or the SDK.

Compatibility with Windows 10

In short, it is not a fraudulent lie that the SR300 camera is compatible with Windows 10. If you use the Intel RealSense SDK 2.0 with the SR300 and Windows 10 it will work. What is not fully compatible with Windows 10 builds 15063 or later is the SR300 DCM. Sometimes uninstalling and reinstalling the DCM gets it to work again.

Best regards,

Jesus G.

Intel Customer Support

[MSava3]

Jesus,

Interesting, but wrong, point of view.

Let's review:

USB Disconnection: nowhere on the Intel website specification regarding the SR300, nor in the documents that can be downloaded is specified a specific power requirement. If a special power for the camera to work was needed intel should have provided it as part of the package and/or highlight that in the specs. So your point is not valid. This said the camera does not work nor connected to the PC (even the charging port) nor connected to a fully powered usb 3 hub.

Drivers: Thank you for the details but this is Intel's problem, not mine. On the product specifications (image provided) you claimed compatibility with W10 and Windows Hello as well as Skype. For your own admission this has been broken since Windows version 15063. Thus the information on the site is fraudulent. You are obliged by the law to respect the specification you provide or is a fraud. It's not me saying that, is the law.

Intel RealSense SDK 2.0: I'm not an intel engineer so I do not know the details. What I know is that when the drivers crash and the different devices are not active or not present in windows the SDK does not work.

Compatibility with Windows 10: on this point you're mischievous. By your own admission Intel are NOT fulfilling what's written on the specifications Compatible with Windows 10, Compatible with Windows Hello, Enhanced Windows Hello support, Skype Certified.

Your own writing: "What is not fully compatible with Windows 10 builds 15063 or later is the SR300 DCM" and "Intel's RealSense Depth Camera manager (DCM) is the layer that is developed by Intel. The DCM communicates with the camera hardware via the lower-level drivers described above." and "Windows Hello uses the DCM directly.".

So by your own admission and word Intel intentionally is selling a product advertising it as "Windows 10, Compatible with Windows Hello, Enhanced Windows Hello support, Skype Certified" when the product itself is broken form version 15063 and "This incompatibility will not be fixed."

<span style="color: # 000000; font-family: arial,helve...

[jb455]

intel_corp: If the DCM interfaces with the UVC drivers and the new SDK interfaces with the UVC drivers, why is one of them fine and the other apparently impossible to get working?

Loads of us have spent years developing apps for the old SDK and now you want us to scrap everything we've invested so much time and money in with no warning? And change to another SDK which will soon also be superseded by the in-development one which works with the new cameras (development librealsense branch)? It's not as if we can skip the middle iteration and go straight to the new new one now as it's incomplete and doesn't do basic stuff like mapping between images yet. We were planning on eventually migrating to the new new SDK, but only once it's functional with the C# wrapper etc.

Can you please give us an idea of what's going on with the new SDK? How long will we have to wait until we can use it properly (projections & C# wrapper in particular)? If we write code with the current master branch will we be able to easily upgrade to the branch that works with the new cameras when that is released, or will we have to write everything again again?

[MSava3]

the_jesus intel_corp

This is a shame!

instead of fixing the drivers you have changed the ecommerce site.

Now the Details is not the image above but : For more information go to http://realsense.intel.com/develop http://realsense.intel.com/develop

BUT here the other https://software.intel.com/en-us/realsense/sr300 Intel® RealSense™ Camera SR300 | Intel® Software still reports the W10 compatibility.

In any case I've documented everything and I have copies of everything

M

[idata]

Hello jb455,

Great question. The DCM interfaces with the UVC drivers for camera access but it also interfaces with many other Windows components. The DCM was the gateway for not just the RealSense SDK based apps, but regular Windows camera apps, and Windows Hello. On the other hand, the RealSense SDK 2.0 (librealsense 2) does not interface with Windows camera apps and does not work with Windows Hello. For these reasons and more, the DCM is much more complicated than the RealSense SDK 2.0.

The current Master branch of the RealSense SDK 2.0 supports the SR300 and D400 series cameras. I am finding out from the engineering team the status of Projection in the RealSense SDK 2.0. I cannot comment on the wrappers that are in the roadmap but I will submit your request for a C# wrapper to the engineering team.

Regards,Jesus G.Intel Customer Support