Realsense install issues

[james_b_18]

Hello,

I've been asked to repost this here as the community thread was struggling to get me any further.

https://communities.intel.com/message/343855#343855

I have an Asus Rampage IV Black, x7 based motherboard and an i7-4820k CPU with 64GB RAM that is running Windows 10 Insider 10565. I recently got a RealSense Camera so I can start to test Windows Hello functionality as I have some customers who are very interested.

I've struggled to get this working; Initially, it seemed alright, but the driver updated over Windows Update and I am struggling to move it bac a version or keep it stable. I'm in a position now where I can use the Camera as a normal RGB camera and it seems stable, but if I try use the depth at all (either through SDK samples or Hello), then the camera disconnects (USB goes bink) and then reconnects, just as though it was unplugged.

My motherboard does use a separate USB3.0 controller, X79 didn't include any, and to get it as stable as it is, its the only USB3.0 device I have plugged in, but its plugged into my monitor hub, which is powered. If I plug it directly into the board, it 'reboots' as soon as I use the RGB; this way I can use the high power 'phone' usb port on the monitor and it seems to keep the RGB stable.

Anyway, expensive device to test, no success, several wasted days of frustration, etc. Just wondered if anyone had anything to suggest or if I should just cut my losses and look at sticking to other devices for this functionality.

Thanks!

-JB

[Xusheng_L_Intel]

James, we heard someone else reported almost same issue as you after they updated their DCM through windows update. We are investigating this issue now. In the meanwhile, could you provide following info to us? Those info will help us to find the root cause.

1, Run the SDK_INFO in advanced mode and provide us the output file

2, Collect the debug info when u are running RealSense SDK sample app. You can find how to collect those log @https://software.intel.com/sites/landingpage/realsense/camera-sdk/v1.1/documentation/html/sdkinfo_logging_control.html

3,  Collect all the log under C:\Windows\Temp\micl_tmp_SYSTEM\2015.XXXXXXXXXX\log\FWUpdateLogDir and collect all the log under C:\Windows\Temp\micl_tmp_SYSTEM\2015.XXXXXXXXXX\log\IVCAMLogDir

Thanks for supporting RealSense SDK!

[james_b_18]

Here we go.

[james_b_18]

Are these the right files?