IntelRealSense Depth and IR cameras do not work

[Viktoriia_K_]

Hi,

I have the following problem : after the installation of the camera I received the following remark (attached screenshot : camera_installation_problem).

We have all minimum requirements, I attached the system information file about my computer : System_information_file_english_version_forum.txt

The depth camera have been working only three times since we installed (i.e. during two weeks) (attached screenshots : device_worked_once_DEPTH; camera_worked_once_IR ). When I tried more times, when I tried to restart computer, when I tried each day during two weeks many many times,  it does not work.

All time (except three times) I received the following problem (attached screenshot: device_does_not_work)

I contacted Intel support by this link : https://servicerequestmgmt.intel.com/

We had a long discussion and then they suggested to postulate here my problem.

Also they said that I should contact your Developers from this link : https://software.intel.com/en-us/intel-realsense-sdk-support

However, after log in,  I want to submit the ticket and I can't select the product. When I try "search", it does not work also(attached screenshot : advanced_intel_support).

Thanks if you can help.

[Xusheng_L_Intel]

It looks like the DCM did not detect the F200 camera. If you got error code -3, you can try following steps.

1, Make sure your camera was connected to USB 3.0, you can try different USB 3.0 port

2, restarted the DCM service after you re-plugin the camera. You can run task manager and click "services" and restart the RealSenseDCM service.

3, Close the application and re-run the application again.

Please let me know if you still have such issue.

Thanks!

[Viktoriia_K_]

Thanks, I tried what you said. 

I obtained one depth image, then I retried your suggestions, it was not work. I retried your suggestions 10 times. It was worked and I could obtain also only one image(after it stops to work as usual error : -3). Then I retried your suggestions 10 times and so on.

Conclusion : it works one time in 10 tries and it is possible to obtain only one capture.

Could you give some suggestions, please.

Thanks.