Unable to run application to reinstall SR300 drivers caused by Windows 10 update issue. Please help.

[ILlan]

Hi,

I'm following the directions in https://www.intel.com/content/www/us/en/support/articles/000026184/emerging-technologies/intel-realsense-technology.html to fix the issue with SR300 caused by the Windows 10 update, however when I run "intel_rs_dcm_sr300_3.3.27.5718.exe --ignore-fw-update --silent --no-progress --acceptlicense=yes" in the command prompt (in the correct folder), nothing happens. Note that I do receive a quick notification like "The following program wants to make a change to your computer", but when I accept, the application doesn't seem to run. Please help, is there something I'm missing?

Thanks,

Ivan

[Alexandra_C_Intel]

Hi Ivan, Thank you for your interest in the Intel RealSense SR300 camera. Could you check in Device Manager if the driver has been correctly installed? Could you please provide a screenshot? Regards, Alexandra

[jjacq3]

Hello,

I have the SR300 development kit.

Impossible to install it correctly. I have never see the virtual driver installed. I trie with DCM or windows update same conclusion.

How can I do to use the SR300 development kit on windows 10 version 1809 ?

Hereafter a sceen shot of the device manager.

Best regards and thanks in advance for help.

Jérôme

[Eliza_D_Intel]

Hello ILlan, Unfortunately, this is a known issue that affects many computers and there is currently no fix for it. There are many workarounds posted in the RealSense Community but they don't work for all users. https://communities.intel.com/thread/113973 You may also find these articles helpful: http://www.tomshardware.co.uk/faq/id-3705723/fix-microphone-webcam-quit-working-windows-1803-update.html and https://www.intel.com/content/www/us/en/support/articles/000023560/emerging-technologies/intel-realsense-technology.html Thank you and best regards, Eliza

[MartyG]

Yes, in the 'appareil photo' (Camera) section of your Device Manager, you have the RGB and Depth drivers, but not the Virtual Driver. Likewise, in the 'peripherique d'acquisition d'images' (Imaging Devices) section, you only have Depth too.

I cannot see any 'yellow exclamation mark' warnings that would indicate a driver that has a problem.

Installing SR300 drivers can be difficult sometimes. Sometimes the driver gets put in different sections of the Device Manager (all in Imaging Devices, or some in Imaging Devices and some in Cameras) depending on the particular PC). I even recall a couple of cases where the SR300 has worked even though the Virtual Driver was not installed.

Do you have an application that you can test the camera with please to see if its depth sensing works?

[jjacq3]

Yes,

When I ran the rs-enumerate-devices.exe I have the following result which confirm ther problem. :

However I have in the device manager - other devices : unknown device

Moreover the sur BlasterX Senz3D VF0810 is well installed.

So I can run the DCM again if you want ?

Best Regards,

Jérôme

[MartyG]

Please right-click on 'Peripherique inconnu' to bring up its menu and select the option that roughly translates to 'Scan for hardware changes'. It might be something like 'rechercher des modifications matérielles' in French.

Over the course of about 30 seconds, the Device Manager window flashes a few times to indicate something is happening in the background, and then the missing driver should hopefully appear.

[jjacq3]

I followed the indications without success!

However, when I deploy the system devices node I can see :

What do you think about that ?

Jérôme

[MartyG]

Virtual Bus is not the same thing as the Virtual Driver, unfortunately.

Camera detection problems with the SR300 can be caused by the USB port not supplying the camera with stable power (RealSense cameras are very sensitive to the state of the USB port). If this is happening, there are some things you can try:

• Try the camera in a different USB 3.0 port if you have one. Or:

• Plug the camera into a USB 3.0 hub device powered by mains electricity (known as a mains powered USB hub). Or:

• Plug a device into the USB 2.0 port that can be charged up with USB, such as a tablet or smartphone. Then plug the camera into the USB 3.0 port. Sometimes when a device is in charging mode, the computer can provide the camera with enough power to function normally.

[jjacq3]

Since the beginning, the camera is plugged into an external USB3.0 device powered by primary electrical bus.

How can I verify that the development kit is well powered ? A green led ?

I have test my 2 Modules vidéos Intel RealSense Camera SR300 and they worked perfectly with the realsense viewer.

I thought it was the same drivers between the sr300 module and the SR300 development kit ?!

What's your opinion ?

Jérôme

[MartyG]

Yes, if the camera is working correctly, a green light should turn on when the camera is accessed by an application. The green light may not be on if the camera is simply plugged into the USB port without being activated.

If there is a problem with camera detection, a common behaviour is that when the camera is accessed, the green light will appear for a second and then immediately turn off again.

When you say SR300 video module, do you mean the version of the SR300 that is a circuit board without a casing, please?

https://eu.mouser.com/new/Intel/intel-realsense-camera-sr300/

Both the case-less modules and the cased SR300 Developer Kit USB camera use the same drivers. If the module boards work but your cased SR300 does not, this suggests that the problem might be with your SR300 Developer Kit camera hardware and not the USB.

It could also be the cable instead of the camera though. If you have the second version of the SR300 Developer Kit Camera, the cable can be unplugged from the back of the camera and you could try a different cable with it.

This is the second version:

[jjacq3]

Yes I have 2 SR300 without case . And they work fine.

But the creative SR300 camera (like the picture ) doesn't work.

I changed the USB cable and I ran realsense viewer .

It works (YESSSSSSSSSS) but I don't have the depth camera.

Jérôme

[jjacq3]

It's a mistake the image furnished by the realsense viewer came from integrated webcam!

Jérôme

[MartyG]

Has your SR300 Developer Kit camera ever worked? Or did it work for a while and then stop working suddenly one day?

[jjacq3]

I tested 2 USB cable which has been tested with external hard driver.

The creative "SR300" is not detected : the virtual driver is never installed.

Jérôme

[jjacq3]

The SR300 developer kit has never worked. Just the microphone works.

I have tested it with "BlasterX Acoustic Engine Pro".

Can I furnish other information to help you ?

Jérôme

[MartyG]

If the camera can be detected by the Device Manager and listed in it then the firmware driver (the driver that is stored inside the camera) is probably okay.

You have used the camera with a mains powered hub and you have also tried a different USB cable, and neither have worked.

If the caseless module boards work with Windows then it is probably not a problem with the Windows camera privacy settings blocking the camera from working.

I believe you have tried to install the drivers using both the DCM and Windows Update. You have also tried to scan for hardware changes, and none of these methods have worked.

I believe that you have made every reasonable effort to get the camera to work. If you have purchased the camera recently from Intel's online Click store, an option for you may be to return it to Intel for a refund or a replacement. The SR300 Click store listing says: "Intel will, within ninety (90) days from the date of purchase, either (at Intel’s sole discretion) repair or replace defective Cameras, or provide a refund, which will be your sole remedies. If your camera is defective, please email Click Support"

click.support@intel.com

The store adds "If you didn't purchase your Intel RealSense Developer Kit from Click, contact your distributor for a refund or return. The return policy is usually 90 days".

[MartyG]

There have been a few rare cases where an SR300 was made to work by plugging it into a powered hub, then unplugging it from the hub and plugging it directly into the PC. It probably will not work but only takes a minute to try.​

[jjacq3]

Hello MartyG,

Some news since yesterday.

I have test de SR300 into another laptop and it works well.

It's the first time I plug a intel realsense device.

The configuration system is :

windows10 family: version 1734

laptop : ASUS N551JX

processor : intel i7 4720Q

gpu: GTX 950

The configuration of the laptop on which it does not work is:

windows10 family: version 1809

laptop : ASUS GL702VMK

processor : intel i7 7700HQ

gpu: GTX 1060

Nota: before test the sr300 another realsense device have been tested with success like sr300 breadboard and D415 camera

Jérôme

[MartyG]

It is unusual that the SR300 would work with the i7 4720Q, as that is a 4th generation (Haswell) processor. The SR300 prefers the later 6th generation processor architecture (Skylake) or newer. I can count on the fingers of one hand the number of times an SR300 has worked on a 4th generation processor, so you are one of the lucky few!

The laptop it does not work on has a 7th generation processor (Kaby Lake), which is supposed to be compatible with SR300.

[jjacq3]

Ok what can I do to use sr300 on the laptop with the intel core i7 (ASUS ROG strix)

Should I uninstall all intel SW ?

Is it a windows version problem ?

Have you got any idea because I don't understand this dysfunction ?

Jérôme