Realsense camera works randomly

[Quentin_S_]

Hi everyone,

I've received my Realsense camera 1 week ago. I tried install the SDK with the offline package  intel_rs_sdk_offline_package_r_2.0.30.73832 but the camera isn't recognized at all.

I decided to buy a new computer with a 4th generation Intel processor. First installation after a fresh Win 8.1, the camera and the samples works. Unplug/plug the camera, the device and samples binaries doesn't work anymore. Even after a reboot of the machine (many tries with camera plugged, ad unplugged). I reset my computer, and install again Win 8.1. The camera works randomly : (around 7 install of win 8.1 for making the camera works 3 times at the very first SDK installation)

Following the tutorial of Marty G. I installed Win 10 preview to make a try. It works once, same problem than with Win 8.1 OS. Reboot and re-plug  make windows not recognize the device.

I tried both Windows version with the new SDK installer version :   3.1.0.85181, exaclty the same problem.

I looked up the drivers used (in device manager) for the 3D camera RGB, and 3D camera Depth (Imaging Devices categorie). For both, drivers are : CtClsFlt.sys, ksthunk.sys, usbvideo.sys. And the 3D Camera Virtual Driver uses : CtClsFlt.sys, ksthunk.sys and RealSenseDCM.sys.  Sometimes, after a SDK re-installation on Win 10, when the RGB and Depth Camera appears in the device manager, driver listed is only : usbvideo.sys. In this case too, Firmware cannot be installed, and samples binaries failed during init step.

On Win 8.1, after a new installation, RGB and Depth Camera, arn't visible, but they can be shown using "show Hidden devices" in the menu of device manager. Looking at the drivers, they are all here (3 drivers for the 3 device in Imaging Devices) but windows doesn't want to recognizes the devices. In properties, error message is : << The device isn't connected to the computer, error code 45 >>. Solution suggested by Windows : plug/unplug -> That doens't works.

I cannot start working on my ideas, because, event if the camera start working on a fresh Windows installation, first reboot or unplug makes it stop.

I tried re-install msi packages one by one which can be found in your AppData/Local/Temp/{11122233344...}/ folder used during the decompression of sdk executable. It may the camera works once after the installation of  intel_rs_sdk_runtime_intel64_lbdriver_win8_24922.msi and intel_rs_sdk_runtime_intel64_ivcam_24922.msi.

Looking at the log of the installation of the SDK, when installing the 3D camera virtual driver, the installation "didn't not occurs" because of "the current driver on the device is the same or better" anyway the last message of this log is "Intel Realsense 3D camera virtual driver -- Installation completed succefully". The same log messages can be found for the installation of intel_rs_sdk_runtime_intel64_xcservice_24922.msi (Depth camera manager service).

Main computer : Intel Core i7-3820 CPU   -   MSI  x79a-gd45 - 16Go Ram - USB3 - Win 8.1 64bits

New computer : Intel core i5-4460 CPU - MSI  H97 PC MATE -  8Go ram -  NO GPU : mother Board chipset used - USB3 - Win 8.1 / Win 10 64bits

PS : sorry if the messages arn't exaclty the same, i put translations, my windows on my main computer isn't in english.

Any ideas, any suggestions, new tests to do, are welcome. I don't know what to try next...

[Xusheng_L_Intel]

It is pretty wired. Have your win 8.1 got the latest patches/updates? Please also run SDK_INFO in advanced mode and send me the result for further investigation. Thanks!

[Quentin_S_]

Hi, yes i've got all update for Win8.1 and Win10. I've tried once  to selected all updates until august 2014  (requires updates) on Win 8.1 ( as read in release_notes_sdk_GoldR1.pdf ) but that doens't change anything.

Attached are screenshots of SDK_info taken few days ago and one today, then .txt files are SDK_INFO in advanced mode saved for both computer (i7 3th gen and new i5 4th Gen).

I've just finished a Win 8.1 update,  the SDK_INFO_on_i5.txt comes from this installation, but this time that doesn't works. I'm currently doing the installation of Win 10 to try having the camera working and then i'm gonna upload a new  SDK_INFO.

One more info, when the camera RGB and depth arn't recognized, the firmware update display this message (recorded with VLC because the prompt is very fast): 

*************************
Intel<R> Realsens<TM> Firmware Update Tool Version 1.2.14.24922
Copyright [.....]

Recovery needed !
********************************************
.....................................[3 lines of dots ]............................
Camera Connection state = Connected

Update FW image failed

IV Camera status : Firmware updated failed
Camera may be in recovery mode now

Try update Firmware again

Failed !

Thanks !

[Xusheng_L_Intel]

I can not download both txt files. Please re-upload. Thanks!

[Quentin_S_]

Here there are, i've changed the filename. I've upload the same file on my FTP : http://marcassin.info/dl/SDK_INFO_8_1_I7.txt and http://marcassin.info/dl/SDK_INFO_install_8_1_I5.txt

[Quentin_S_]

Hi,

The camera just works so I saved the SDK_INFO, then after a reboot (without updates) and plug/unplug (same USB3 port) the camera isn't recognized anymore. 

These SDK_INFO has been saved on a win10 with my new computer (I5 - 4th Gen)

Here are the link to download txt files :  http://marcassin.info/dl/SDK_INFO_WIN10_NOT_working.txt AND http://marcassin.info/dl/SDK_INFO_WIN10_working.txt 

Doing a diff between these 2 files, differences starts line 70647, when it's not working, the device is recognize as a WinUsb device ( Seen as USB composite Device when working). The driver winusb.sys is used by the Intel(R) RealSense(TM) 3D Camera (Front F200) Device which can be found in Universal Serial Bus devices in the Device Manager of windows.

Screenshot on "not working" show both RGB and Depth Camera device in the Imaging devices as unplugged (show with menu : View / Show hidden devices).

Thanks in advance

[Vijay_Aditya_B_]

ho  i also facing the same problem just like Quentin S. it works some times , if i restart my pc when it works it wont working againg. its working randomly please provide an appropriate drivers

i tried in I5 4rth gen and i7 3rd gen with graphic card

[Talionar]

I think is USB 3.0 problem. I trying install camera on 3 machines and on all machines it's not install or work randomly before i installed usb 3.0 drivers for this motherboards (in some cases i install not driver - for p9x79 i installed USB Boost tool from asus and then camera appears)

[Quentin_S_]

Hi,

Nop, re-installation of mother boards drivers don't change anything. I tried to install these drivers before, and after the installation of the SDK.

I've tried with xHCI and eHCI enabled, then disabled from my BIOS, uninstalling my Intel(R) USB3.0 host driver, USB root drivers, USB superspeed driver. Nop that don't change anything. All updates done with and without MSI Live update 6 ( MB : MSI H97 pc mate)

I bought a new computer 2 days after getting the RS camera to be sure to be able to participate to the early submission, i've lost more than 1 week of work re-installing win8, then win8.1 then win 10, reading installation logs, re-installation USB driver, Motherboard drivers.... and now 10 days to go before the deadline, and the camera doesn't work...

[Arun_D_]

Hello Quentin,

even I bought new  i3-4130 few days back. Did the same things you did (enabling/disabling xHCI eHCI) and reinstalling the drivers. And I have the  intel usb3.0 eXtensible controller still cam works randomly.

the RGB rawdata and the emotion viewer sample are the only things which work.

All the other samples involving Depth and IR work for 2-3 seconds for the1st time then it shows 'device disconnected'.

subsequently all depth and IR samples show 'init failed'.

[Quentin_S_]

I'm " happy " to know i'm not the only one with the system requirements and cannot starts works on the challenge. Hope a new SDK version will come soon

[Colleen_C_Intel]

If your camera is working randomly, please go into Services and try restarting the Intel(R) RealSense(TM) Depth Camera Module , aka DCM.
Also check your DCM version using SDK Info under Camera Tab module version 1.2.14.24922.
If this doesn't work, please post your USB controller module name (from device settings) to this forum.

[Quentin_S_]

Hi,

Restarting the services don't change anything. Checking the DCM version  in the SDK_INFO : 1.2.14.24922 ( I used the offline SDK installer intel_rs_sdk_offline_package_r_3.1.0.85181.exe ).

USB controllers names that may interest you are :
 - Intel(R) 9 Series Chipset Family USB Enhanced Host Controller - 8CAD
 - Intel(R) 9 Series Chipset Family USB Enhanced Host Controller - 8CA6
 - Intel(R) USB 3.0 eXtensible Host Controller - 0100(Microsoft)

Screenshot attached is the complete list of all USB controllers from the device managers.

These tests and info are made on Win10 technical preview. I'm starting a new win8 installation to make the same tests on Win 8.1 and posts any other information if there is a change.

CPU :  Intel core i5-4460
MB    : MSI  H97 PC MATE

[Quentin_S_]

Hi,

I've made the same tests on a win8.1 OS, restarting the service didn't resolve the problem. DCM version is as expected. USB controllers names are the same.

Any others ideas ? do you need any other info about my computer ?

Thanks

[AndreCarlucci]

Quentin, did you solve your problem?

[Quentin_S_]

No, i didn't. the RS camera isn't recognized by my computer / firmware. RGB and Depth camera devices arn't listed in imaging devices in devices manager.

[Colleen_C_Intel]

@Quentin. We want to thank you for providing so much information and troubleshooting. We are working on this and will get back to you soon.

[Khyati_Ninad_M_]

Hi Team,

Any solution to this issue? Even I am facing the same problem with my machine.

[steve-vink]

Have you tried the (not so) obvious solution yet...

I have been tearing my hair out for an hour with the same problem. Everything recognised, but not working. Then I realised...I have 2 USB ports physically next to each other, but only one of them is USB 3. I'd put it in the wrong one!

Just another thought to consider!

[AndreCarlucci]

I had a defective model and changing the camera partially solved my issue.

In the end I bought a new laptop and it's working fine now. Not the cheapest solution, but...

[Takayuki_T_]

Hi All,

I had same problem in my environment (desktop pc).
Finally, I can run the demo in stable.

It might be happen that USB 3.0 port is power shortage. 
My immediate solution is "connect RS via USB3.0 hub with power supply function"