SR300 usb-disconnects when camera turns active - unusable

[MMark14]

I have a SR300 camera and have major problem with is. When an application is activating the camera, the led gives one little blink and the camera disconnects itself. I hear the windows USB-disconnect sound which is followed by the USB connect sound.

Every application I try gives the same result.

This problem did occur the last week sometimes. With a couple of tries it did work, but now I never got it working anymore. I tried everything:

Install intel_rs_dcm_sr300_3.3.27.5718

install intel_rs_dcm_sr300_3.2.26.6137 intel_rs_sdk_offline_package_10.0.26.0396 I even completely re-installed my laptop because I thought it has something to do with a windows update. Tried every usb3 port. Reinstalled everything a thousand times.

This Video demonstrates the problem :

What could this be ? Can anybody help out ? This is driving me nuts ...

Hardware: Razer Blade 2016 refresh

Windows: Windows 10 Pro

[SKumb1]

Hi Samir Dudani,

Could you please share hardware configuration of your PC.

Thanks!

ShyamQuadtech

[SKumb1]

Hi Jose,

As you suggested, we have tried with default power cable provided with camera, but problem not resolved.

Then we tried with below cable having extra usb 2.0 port along with 3.0 which provides 1mA extra power.

but camera still not working.

If any problem with my hardware configuration please guide me.

Waiting for your response.

Thanks & Regards,

ShyamQuadtech

[idata]

Hey Shyam,

My system:

Good luck.

[SHira1]

Hi intel_corp

I have same problem.

I didn't resolve, this method (/message/440280# 440280 https://communities.intel.com/message/440280# 440280).

I upload sdk_info.exe's log.

Please let me know what I can do.

[SHira1]

Additional info.

"CameraExplorer", "Raw Stream", "Hands Viewer" are unavailable.

This code is available.

But, unavalable if it's enable Color Stream.

Is SR300 unavailable multi stream??

[idata]

Hi OpenFields,

Thanks for your interest in the Intel Realsense Platform. Could you try to uninstall the DCM and restart your computer? Then plug in the camera to a powered USB 3.0 port (look for the lightning symbol) and wait several minutes while monitoring Device Manager, until Windows Update starts and installs the drivers. If this doesn't work can you reinstall the chipset drivers (which should include USB drivers). I will be waiting for your reply, have a nice day! Best Regards,-Jose.

[SHira1]

Hi.

My problem has not been fixed.

[method 1] install DCM(intel_rs_dcm_sr300_3.3.27.5718) => "Camera Explorer" and Samples is failed.

[method 2] uninstall DCM and restart.

[method 3] wait several minutes and Windows Update. => "Camera Explorer" and Samples is failed.

* "failed" means : wake "Camera Explorer" or push Sample's"Start" then sounds driver off (as soon as sounds driver on).

Current type SR300 is unavailable.

But, old type SR300 is available in [method 1].

I'm worried initial failure.

But, both SR300 is available on another PC.

Surface Pro: Windows 10, core i7 gen4

Sony VAIO: Windows 10, core i7 gen4

I want to work current version on my desktop.

What should I do??

[idata]

Hi OpenFields,

Could you provide me the system information of the PC where your SR300 works? In order to generate it, please press on your keyboard WinLogo + r, then enter msinfo32, then click on File >> Export. This process might take some minutes, once you have generated that file please send it to us in your next reply. I will be waiting for your reply, have a nice day!Best Regards,-Jose.

[SHira1]

Hi.

This is. OK??

[idata]

Hi OpenFields,I apologize, I didn't notice that you put two system information in your zip file. Looking at both computers they have the same hardware specs, I would recommend to try to update to the latest version of Windows. Let me know if this works.I will be waiting for your reply, have a nice day!Best Regards,-Jose.

[ABand1]

Hi There,

Until some weeks ago everything seemed to be fine with the powered USB hub. Unfortunately I'm experiencing the disconnection problem again. When I run the RawStreams.exe, sometimes the camera fails to start (especially when depth and color videos are streamed together). Moreover, the few times when camera works, it disconnects at the end, once I push the "Stop" button.

Let me know if you need other information

Best Regards

[idata]

Hi band0,

I'm sorry to hear that the USB hub is no longer working for you. Did you already installed the latest version of Windows?Please let me know in order to assist you, have a nice day!Best Regards,-Jose.

[idata]

Hi band0,

Were you able to fix your issue? Please let me know, in order to assist you.I will be waiting for your reply, have a nice day!Best Regards,-Jose.

[ABand1]

Hi Jose,

Thanks for you reply. I have the latest version of Windows. Now I'm trying to reinstall reinstall the chipset drivers (for the second time), to see if I can fix the problem.

However, does anybody know why the camera does not work without an external hub?Best,

[idata]

Hi band0,

Please let me know if reinstalling the chipsets fix your issue, I think that you might find useful this guide .

The reason that some users are in need of an external hub, is because their computer ports aren't given the necessary power to the camera, this is why we recommend to connect the camera to a power USB 3.0 (look for the lightning symbol).

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

Best Regards,-Jose P.

[idata]

Hi band0,

Were you able to fix your issue? Please let me know in order to assist you.Have a nice day!Best Regards,-Jose P.

[MPryo]

I had the same issue as others posted here. I solved it with the following steps:

1. Go into Device Manager
2. Right click the Intel(R) USB 3.0 eXtensible Host Controller - 1.0 (Microsoft) (or similar for your device)
3. Click Properties
4. Click the Power Management tab
5. Deselect Allow the computer to turn off this device to save power

[idata]

Hi Xilnik,

Thanks for your interest in Intel Realsense Platform.We appreciate the feedback you have provided! This will be helpful to other users having this issue.Have a nice day!Best Regards,-Jose P.

[FLeac]

It worked for me too! Thank you.

[ABand1]

Hi Jose,

The camera sometimes works and sometimes is not even detected (when connected to the hub). Actually, my hub is an external powered USB 3.0, but doesn't have the lighting symbol on the usb ports. Is this the problem? May I have requirements of power supply in order to buy an external hub that works?

Thanks,

[idata]

Hi band0,

Have you tried to connect your camera to another computer with a power USB 3.0 port?

Also have you try these steps provided by Xilnik :

1) Go into Device Manager

2) Right click the Intel(R) USB 3.0 extensible Host Controller - 1.0 (Microsoft) (or similar to your device)3) Click Properties4) Click the Power Management tab5) Deselect Allow the computer to turn off this device to save power

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

Best Regards,

-Jose P.