To better assist you, could you please reply with your system configuration, laptop model?
In order to get the system information you can use the Intel® System Support Utility, this utility provide us a detailed scan, report, and analysis of your computer system information and devices. Intel SSU produces an output file that can be saved, viewed, and uploaded on this thread.
I have attached the information. It happens on both desktop and laptop. Tried different USB3 ports as well.
Attached is the information of the desktop.
Help will be greatly appreciated. We are blocked by not being able to use this new sensor for our development.
system_info.xml.zip 6.3 K
Thank you for the information, please try the following:
- From your computer manufacturer website download the latest chipset driver, install it and restart your system.
- Download the Intel® Management engine driver from your computer manufacturer website, reinstall it and restart your system.
- Download the latest Intel® RealSense™ Depth Camera Manager, make sure you download the intel_rs_dcm_r200
Before you install the new version of DCM, you may first uninstall the old version of DCM on your system. This can be done by using Windows Control Panel’s “Program” option.
Install the DCM and make sure you have an Intel RealSense Camera R200 connected to a USB3 port of your system.
If the problem persists, I suggest you to post your issue at the following link:
In order to help us troubleshoot this issue further, please provide the DCM installation logs by following these steps.
Please collect all logs from directories
%TEMP% is typically, "C:\Users\<username>\AppData\Local\Temp." %windir% is typically "C:\Windows".Please zip and attach data in all of these directories.
Intel Customer Support
Thank you for the information, it was helpful. We found that the FW currently on your camera is 188.8.131.52 which is an incorrect FW. Where did you purchase this camera and when?
Please provide us with the serial number of the camera as well so we can trace it. The serial number is located in the sticker with the QR code behind the camera. It is the bottom-most number beneath the MM#.
Intel Customer Support
We bought it from the Intel store on Oct 10th.
Our order id was CLK00220755
Serial # is 2461004007
Please let me know if you need more information.