Whether you are having problems installing the RealSense drivers or running RealSense applications, providing RealSense logs to Intel Customer Support will speed up the troubleshooting process. If you are not sure which logs are relevant to your situation, collect all logs as instructed in this article.

 

Provide System Info File

First, provide a system info file.

  1. Press the keyboard WinLogo key + r
  2. Type msinfo32
  3. In the System Information console, click on File>>Export, and attach the .txt file to the service ticket or RealSense Community post.

 

Provide Driver Installation Logs

If the camera driver, Intel® RealSense™ Depth Camera Manager (DCM), does not install correctly:

  1. Capture and send a screenshot of the DCM installation error.
  2. Zip the full contents of all of the following log directories.
    • %temp%\micl_tmp_%username%
    • %windir%\Temp\micl_tmp_SYSTEM
    • %windir%\INF\setupapi.*

NOTE: "%TEMP%" is typically, "C:\Users\<username>\AppData\Local\Temp." "%windir%" is typically "C:\Windows".

    3. Attach the zip file and screen shot to the service ticket or RealSense Community post.

 

Provide Application Execution Logs

If you are having problems running RealSense applications or RealSense SDK samples, collect and provide execution logs. You will need to download and install the Intel® RealSense™ SDK.  Click here for detailed instructions with screen shots on collecting SDK logs.

  1. If you are using the SR300 or F200 cameras download and install the RealSense SDK Essentials package from here. If you are using the R200 camera, download the RealSense SDK R2 from here.
  2. Run the SDK debug tool by executing "C:\Program Files (x86)\Intel\RSSDK\bin\x64\SDK_Info.exe" as an Administrator.
  3. In the SDK_Info tool, navigate to the Logging Tab.
  4. Click “Enable All Logs” button
  5. Reproduce the issue by running whatever app is causing the failure  (make sure not to close sdk_info, it can be minimized, closing sdk_info will stop the logging).
  6. After the failure has occurred return to SDK_Info and click “Save” button (in sdk_info logging tab).
  7. Zip the created directory and attach to your service ticket or RealSense Community post.