9 Replies Latest reply on Apr 4, 2018 12:37 PM by Intel Corporation

    acquireFrame make freeze sr300 in R2,R3 SDK

    coconoeRyu

      I dont have any ideas. please help me.

       

      acquireFrame() is sometime returned Timeout and make freeze sr300.

       

      five minutes after launching the app, or 1~2 hour later.

       

      I try changing USB port and used USB hub with power adapter but it didn't make difference.

       

      window10 :1703 build 15063.726

      SDK : R3 11.0.27.8892

      DCM : 12.11.38.553

        • 1. Re: acquireFrame make freeze sr300 in R2,R3 SDK
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello CoconoeRyu,

          Thanks for contacting Intel customer support.
          What CPU are you using on your set up?
          Have you tested with the latest drivers for the camera? In the following link you will find the information on how to troubleshoot the driver:
          https://www.intel.com/content/www/us/en/support/articles/000023694/emerging-technologies/intel-realsense-technology.html
          Can you please share with me the whole reproduction steps you are following to have the camera freeze?
          I will be waiting for your feedback.

          Best Regards, 
          Juan N.

          • 2. Re: acquireFrame make freeze sr300 in R2,R3 SDK
            coconoeRyu

            I using Intel core 6700 and driver version is 3.3.27.5718 and camera driver seems to have no problems.

             

            I think never freeze first time running Scan with acquireFrame after connecting SR300 at USB.

             

            But there is a probability of stopping after the termination process before reconnecting SR300 at USB.

             

            Maybe something wrong with dispose  process in SDK.

            • 3. Re: acquireFrame make freeze sr300 in R2,R3 SDK
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello CoconoeRyu,

              Thanks for your reply.

              In order for us to better troubleshoot your issue we will need you to send us the SDK logs and clear reproduction steps for the issue. I will send you an email requesting this information.

              Additionally please note that the SR300 has many problems with the latest versions of Windows 10.

              Best Regards, 
              Juan N. 

              • 4. Re: acquireFrame make freeze sr300 in R2,R3 SDK
                coconoeRyu

                Thank you for reply and mail to me.

                 

                Can you tell me the Windows10 version optimized for the sr300?

                 

                I'll tried window10 version 1703 and 1709 but same troubled now.

                • 5. Re: acquireFrame make freeze sr300 in R2,R3 SDK
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello CoconoeRyu, 

                  Thanks for the logs, we have just finished reviewing your logs. 

                  Regularly timeout errors are due to signaling issues. In the logs we can see the camera gets disconnected. The workaround normally is to use a USB 3.0 powered hub, but we can see that this didn’t helped to resolve the issue. Can you try to connect the camera to a different computer? If the camera behaves the same in a different computer then the issue is probably on the camera. 

                  Best Regards, 
                  Juan N. 

                  • 6. Re: acquireFrame make freeze sr300 in R2,R3 SDK
                    coconoeRyu

                    Hello

                     

                    Thank you for reply.

                     

                    I tried 3 desktop computer and have same trouble.

                     

                    All computers have Intel Core i7 6600 cores or higher.

                     

                    Is there any way I can tell if there is a problem with my camera?

                     

                    If I have a problem with the camera, can I get it repaired or replaced?

                    • 7. Re: acquireFrame make freeze sr300 in R2,R3 SDK
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello CoconoeRyu, 

                      In this case everything leads me to think this is a harware issue of the camera. It would be recommended for you to go to the place of purchase for a warranty exchange or refund. If you purchased the camera from click.com you will be getting a refund since the camera is out of stock already. 

                      Thanks for your understanding. 

                      Best Regards, 
                      Juan N. 

                      • 8. Re: acquireFrame make freeze sr300 in R2,R3 SDK
                        A.L.

                        Hi all,

                        I'm currently also dealing with similar/same issues. I am using Windows SDK version 11.0.27.1384 with a SR300 (Creative BlasterX Senz3D Developer Kit, Firmware version 3.21.0.0) on Windows 10.

                         

                        I have been testing this with different applications by now:

                        1. The Camera Explorer from realsense samples folder

                        2. The 3D Scan sample from realsense samples folder

                        3. The software product I'm currently working on, which is roughly based on the 3DScan sample code and workflow.

                         

                        Randomly the the apps would stop working / freezing while the camera stream is active. In my code I too traced this back to AquireFrame which will return a STATUS_EXEC_TIMEOUT after running fine for a while (around 2-10 min). Reproducing the issue is difficult as it seems really random. I cannot figure it out...

                         

                        We have been testing this with various SR300 cameras and on multiple PCs, all running on windows 10. I have already looked into all kind of troubleshooting solutions in this forum including: Windows® 10 Issues with Driver for Intel® RealSense™ Camera SR300

                         

                        Other threads I followed and solutions I tried:

                         

                        So far I considered following reasons for the issue:

                        1. SenseManager object not properly released and disposed

                        2. The camera hardware is faulty

                        3. The usb 3.0 port cannot maintain a stable power supply or bandwidth for the camera to work properly

                        4. Some Bug in the SDK

                        5. Some driver or firmware problem

                         

                        What I learned from looking into those reasons:

                        1.a Intel sample apps tend to have the same problem on my setup, my app also can face the issue after rebooting and running it the first time, so I never have to release any resources yet except frames. (I did have a problem calling SenseManager.Close() to hang as well though, so following Intels suggestion (SenseManager.Close() blocking in C# application ) to leave that out and just use SenseManager.Dispose() kind of worked here, not solving the timeout/freeze issue though)

                        1.b Occasionally rebooting makes the problem go away for a longer time but never entirely.

                        2. I tried like 3 different cameras of the same model by now, unlikely they are all faulty?

                        3. I tried every port I could on different PCs. I don't have a powered USB hub at hand though. However the RealSense SDK 2.0 seems to work just fine even running several hours (doesn't provide the 3DScan API though, which I need)

                        4. The issue seems to appear more often on the 3Dscan sample and in my app, but I also witnessed it on the Camera Explorer and the raw stream samples before. Since SDK 2.0 seems to not yield the issue, Windows SDK bug doesn't seem unlikely, however other users rarely seem to have faced the problem.

                        5. Updated drivers, DCM, Windows update etc., followed several blogs on how to get the camera to work on windows 10 properly. The drivers appear fine, the camera starts fine, just that it will freeze after a while.

                         

                        Am I missing anything obvious? coconoeRyu did you figure it out on your side?

                        intel_corp I attached all the logs I could scrape together running my app and the samples I spoke off hitting the issue.

                         

                         

                        Would be very thankful for any thoughts, solutions and help on this!

                        Thanks

                        • 9. Re: acquireFrame make freeze sr300 in R2,R3 SDK
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello A.L., 

                          I have discussed your issue with the engineering team and they have replied as followed: 
                           

                          The problem could be any of these that you mentioned:

                          1. SenseManager object not properly released and disposed

                          2. The camera hardware is faulty

                          3. The usb 3.0 port cannot maintain a stable power supply or bandwidth for the camera to work properly

                          4. Some Bug in the SDK

                          5. Some driver or firmware problem


                          Unfortunately, neither the SDK for Windows( https://software.intel.com/en-us/realsense-sdk-windows-eol/notice) or the driver are actively supported so no bugs are being investigated or fixed. There is nothing more we can do at this point.

                          We apologize for this inconvenient. 

                          Best Regards, 
                          Juan N.