5 Replies Latest reply on Dec 7, 2016 12:23 PM by Intel Corporation

    Intel RealSense Not Recognized on HP Envy 27 AIO

    QballDS

      Hello there,

       

      I recently purchased the new HP Envy AIO.

       

      It has an Intel RealSense camera built in, apparently.

       

      I have not been able to get Windows Hello to set up. Every time I try to set it up, I get an error message: "Sorry something went wrong. Couldn't turn on the camera, make sure it is working properly." The camera does work properly, both Skype and the Camera app work just fine. I went to the HP driver page and attempted to install the Intel RealSense SR300 DCM Driver. I get another error message that says: "The installer failed to detect an Intel® RealSense™ 3D camera on this system. The installation was terminated."

       

      I have tried deleting the drivers in device manager and scanning for them again, but that doesn't work. The driver names I have listed are:  "HP HD 1mp Webcam" and "HP IR Camera".

       

      Full disclosure: I did a complete refresh of the system right after I purchased it to get rid of all the HP Bloatware. I've now gone and reinstalled all the drivers from the HP website, which hasn't changed anything (except for the Realsense one that doesn't work).

       

      Any help would be very much appreciated.

       

      Thanks!

        • 1. Re: Intel RealSense Not Recognized on HP Envy 27 AIO
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hi QballDS,

          Thank you for contacting us.

          First we need you to send us your system fle log. To generate it, please press on your keyboard WinLogo + r, then enter msinfo32, then click on File >> Export. This process might take some minutes. This file will have some information about your system information.

          Also, please send us a picture of the Imaging devices on the Device manager. With this information we’ll be able to have a clearer understanding of your current scenario and we’ll be able to provide a more accurate response.

          We’ll be waiting for your response.

          -Sergio
           

          • 2. Re: Intel RealSense Not Recognized on HP Envy 27 AIO
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hi QballDS,

            We’ve been researching further on your case. The HP envy 27 AIO PC does not have a RealSense camera. The "HP HD 1mp Webcam" and "HP IR Camera" is a different IR camera, not RealSense. I’d suggest you to contact HP if you’re having trouble with this camera.

            Thank you for your understanding.

            -Sergio
             

            • 3. Re: Intel RealSense Not Recognized on HP Envy 27 AIO
              QballDS

              Hi Sergio,

               

              Thanks for your reply.

               

              I did another refresh of the system and the camera worked and I was able to successfully set up Windows Hello. Perhaps I am confusing the requirements for Windows Hello? I was under the impression that only a realsense camera would work. Also, if one of the drivers available on the HP site for this system is for Intel's R300 driver, wouldn't the camera have to be a realsense camera? In any case, it appears to be working now, but between Intel, HP and Microsoft there should be a bit clearer set of requirements.

               

              I will upload the requested information tonight and perhaps that will help solve this situation.

               

              Thanks!

              • 4. Re: Intel RealSense Not Recognized on HP Envy 27 AIO
                QballDS

                Attached is a picture of the imaging devices and the system file log.

                 

                Hope this helps.

                 

                Thanks!SysInfo.png

                • 5. Re: Intel RealSense Not Recognized on HP Envy 27 AIO
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hi QballDS,

                  It’s great to hear you managed to get the camera working and for attaching a picture of the Device Manager output. I understand some of the information in all the websites might be difficult to find, if that happens, don’t hesitate to contact us again, we’re here to help you find the right information.

                  Regarding the information on the website, the camera that has RealSense is the HP ENVY 34-a010, as can be seen here http://www.intel.com/buy/us/en/audience/realsense/ . The driver you found in the HP website is probably for another HP ENVY model.

                  Let us know if this answers your question.

                  -Sergio