1 2 Previous Next 28 Replies Latest reply on Apr 25, 2017 3:21 PM by Intel Corporation Branched to a new discussion.

    RealSense F200 driver missing

    Ianon

      Hi,

       

      Can anyone help with the following issue?

       

      I am missing one of the drivers for the F200:

      F200.PNG

      When I try to run the Depth Camera Manager from https://downloadmirror.intel.com/25044/eng/intel_rs_dcm_f200_1.4.27.52404.exe it returns the following error:

       

      Intel.PNG

      The camera is working as a 2D camera, but is not fully functional without the missing driver, meaning that Windows Hello won't accept its use for facial recognition.

       

      This is an inbuilt webcam in an Asus N55-1JQ laptop, previously working okay. Windows system restore did not resolve the issue.

       

      Many thanks

       

      Ian

        • 1. Re: RealSense F200 driver missing
          J.Pacheco

          Hi Ian,

           

          Thanks for your interest in the Realsense Platform.

           

          It's strange that your camera is not working now. I have a couple of questions before we start looking up for a solution to your issue:

           

          1) You said it was working previously well, where you performing some kind of update or used a sample code that triggered this issue? Or did this happen suddenly?

          2) Have you try updating your drivers?

           

          I will be waiting for your reply, have a nice day!

           

          Best Regards,

          -Jose.

          • 2. Re: RealSense F200 driver missing
            Ianon

            Hi Jose,

             

            This happened after restoring the PC following a Windows 10 issue. All other applications are working fine, however some required reinstallation.

             

            Yes, I have tried updating the drivers; removing drivers & detecting new hardware, etc. Each time it just restores the same drivers, without the missing "... (Front F200) Left Right" one.

             

            Many thanks

             

            Ian

            • 3. Re: RealSense F200 driver missing
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hi Ian,

               

              If you have those three drivers I have to assume that you already have your DCM installed, see (Intel® RealSense™ SDK and Camera setup on Windows* 10 | Intel® Software ).

               

              Now in order to see whats wrong with your camera, we will like you to use the sdk_info.exe to record the logs using an SDK sample. In order to do it after you install the SDK, go to "C:\Program Files (x86)\Intel\RSSDK\bin\x64\", run SDK_Info.exe as an Administrator, navigate to the Logging Tab and Click “Enable All Logs” button. Reproduce the issue by running any app until the camera fails (make sure not to close sdk_info, it can be minimized, closing sdk_info will stop the logging). After the failure has occurred return to SDK_Info and click “Copy all Logs” button (in sdk_info logging tab), zip the created directory and attach it to your next reply.

               

              I will be waiting for your reply, have a nice day!

               

              Best Regards,
              -Jose.

              • 4. Re: RealSense F200 driver missing
                fivesmaster

                Hi guys,

                 

                I now have exactly the same problem.  My camera hello sign in feature broke when windows updated me to the latest 'insider build' 14986.  Now it does not work.  Can you help?

                • 5. Re: RealSense F200 driver missing
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation


                  Hi fivesmaster,

                  Thanks for your interest in the Realsense Platform.

                  We would like to have your system information file of your computer. To generate it, please press on your keyboard WinLogo + r, then enter msinfo32, then click on File >> Export. This process might take some minutes, once you have generated that file please send it to us via email.

                  Also could you provide me your SDK logs? Please follow the instructions in my previous reply.

                  Best Regards,
                  -Jose.

                  • 6. Re: RealSense F200 driver missing
                    fivesmaster

                    Hi,

                    not sure how to email it without email address so see it below as an attachment.  I cannot install the software you mention, could you provide me with a more specific link?  I have tried installing and it comes up with the red text original post says.

                    Thanks

                    • 7. Re: RealSense F200 driver missing
                      Ianon

                      Hi Jose. The DCM will not install as it cannot detect the RealSense camera (please see my original post for a screenshot of the error message). Is there any other way to run the sdk_info.exe or any other solution available? Thanks.

                      • 8. Re: RealSense F200 driver missing
                        fivesmaster

                        Yes I would like this solution as well.....

                        • 9. Re: RealSense F200 driver missing
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hi guys,

                           

                          fivesmaster, I apologize I meant to say to attached it in this thread.

                           

                          A user had a problem similar to your issue when he updated Windows, maybe it will be useful to you (Intel RealSense R200 Not Detected After Fresh Windows 10 Install ).

                           

                          I understand you can't install your DCM, just to be clear you can't install this SDK (Overview of Intel® RealSense™ SDK | Intel® Software ).

                           

                          I will be waiting for your reply, have a nice day!

                           

                          Best Regards,
                          -Jose.

                          • 10. Re: RealSense F200 driver missing
                            Ianon

                            Ah sorry, have installed SDK Essentials now. When I tried running camera in a couple of apps, it would not run and advised that another app was using the camera - hopefully that was sdk_info. Log files attached.

                            • 11. Re: RealSense F200 driver missing
                              fivesmaster

                              Hi,

                              I managed to download and install SDK essentials.  Here is my zipped log.  My camera works, but only 1 app each time, there was no failure.  On windows sign in for hello setup it simply says my computer is not compatible, which is wrong as it is compatible.

                              Hope this helps!

                              thanks

                              • 12. Re: RealSense F200 driver missing
                                fivesmaster

                                I have solved my problem.  I had to do a complete reinstall of windows 10, ensuring everything was wiped and that it did not simply clean and reinstall the latest insider build.  I am now running the public official Win10 and it recognised my camera and allowed me to install the software.

                                Thanks for all your help.

                                I wonder fi Acer need to find a solution to this if the latest insider build is going to break the 3d camera on the laptops.

                                • 13. Re: RealSense F200 driver missing
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  fivesmaster I'm glad to hear that you fix your issue!

                                   

                                  Now regarding your issue I have investigated and it seems that your issue is due to the Windows Update. Sometimes it works by reinstalling Windows again, other times it is necessary to install a previous version.

                                   

                                  Ianon could you try fivesmaster solution? Please let me know your results.

                                   

                                  I hope you find this information useful, have a nice day!

                                   

                                  Best Regards,

                                  -Jose

                                  • 14. Re: RealSense F200 driver missing
                                    Ianon

                                    Hi. I completely restored Windows (full restore, removing all files, applications and user settings) but the same issue remained, except this time the Virtual Driver had disappeared too. I was able to reninstall that using the "Add Legacy Hardware" feature in Device Manager.

                                     

                                    I downloaded the Depth Camera Manager, but it still could not see the camera.

                                     

                                    I then reinstalled Windows with a fresh public copy (full reinstall, removing all files, applications and user settings), and still had exactly the same issue, with only the Depth and RGB drivers installed, and the Virtual Driver and Left-Right driver missing again. This time the Virtual Driver was no longer available under Legacy Hardware in Device Manager.

                                     

                                    I downloaded the Depth Camera Manager again, and this time it installed succesfully, but only added the Virtual Driver.

                                    I was still missing the 3D Camera Left-Right driver, and the camera was still only operating in 2D, and was not being allowed by Windows Hello.

                                     

                                    Then I downloaded the SDK, turned on logging and began using the Camera Explorer in SDK. This appeared to be the first program that could run the camera in 3D, and from that point on Windows Hello was happy and could use the camera

                                     

                                    -------------------------

                                     

                                    I still don't have the Intel(R) RealSense(TM) 3D Camera (Front F200) Left-Right driver that disappeared after the first Windows restore. Do I actually need this? What does it do?

                                    Thanks.

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