Problem

The Intel® RealSense™ Cameras may sometimes experience power delivery problems from the target platform. This may result in connectivity issues where the camera is not fully recognized by the system.

 

Symptoms

  • Not able to install the camera driver - Intel® RealSense™ Depth Camera Manager. Error says, "The installer failed to detect an Intel® RealSense™ 3D camera on this system."
  • Windows Hello does not work. Only applicable to SR300 and F200 cameras.
  • You hear USB disconnect/connect sound
  • Camera disconnects after you press "Stop" on a stream from a RealSense SDK sample
  • The Virtual Driver disappears from Device Manager -> Imaging Devices. RGB and Depth nodes may still be visible.

 

Possible Workarounds

The following workarounds have helped some users resolve connectivity issues but are not guaranteed to work in every case.

  1. First, ensure the target system meets minimum system requirements for your RealSense camera.
    1. SR300 system requirements
    2. R200 system requirements
  2. Ensure the camera is connected to a powered USB 3.0 port on the target system. Try all the powered USB 3.0 ports.
  3. Update chipset drivers. See this article for more details.
  4. Connect the camera to an external powered USB 3.0 hub.
  5. Set USB 3.0 Host Controller to not turn off power to the device
    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

 

If none of these workarounds solve the connectivity problems then please contact Intel Customer Support for further assistance. You can open a web ticket or post in the RealSense Community forum. When first contacting support, please specify that you have gone through the steps outlined in this article and provide the article's URL.