1 2 Previous Next 17 Replies Latest reply on Feb 1, 2017 3:22 PM by Intel Corporation

    Realsense SR300 running on NUC6i7kyk (skull canyon)

    oreny

      Hello Friends,

       

      Does somebody working with the Realsense SR300 over skull canyon NUC ?

       

      We are experiencing SR300 Camera drops\disconnecting randomly (Can be after 4 minutes of after 2-3 weeks).

       

      Any advice????

       

      Thanks in advance , Oren.

        • 1. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hi Oreny,

          Thank you for contacting us, let us try to help you.
          Since when is this issue happening? I would like to know if this is happening since you bought the board.
          Also, are you using the USB cable that came with the camera? Or something like a USB hub to connect the camera?

          Regards,
          -Pablo

          • 2. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
            oreny

            Hi Pablo,

             

            I have 2 cameras connected directly to 2 different USB 3.0 ports : SR300 Realsense & C920 logitech.

            No external HUB of Extra Cables.

             

            We are testing on 2 Skull Canyon NUCs ... same problem.

             

            We believe the internal USB HUB is not stable (power drops)... on one NUC we updated to the last Bios / Chipset / Windows updates----> No Change.

             

            Thanks , Oren.

            • 3. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hi Oren,

              Thank you for your reply. Everything seems to be alright with your connection and your hardware. Have you noticed if the issue occurs when using a specific feature of the camera?
              I would like to take a look at your SDK logs, Could you use the sdk_info.exe to record the logs using an SDK sample?
              To get them, follow these steps.
              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. Wait for the issue to appear while running an app (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.

              Regards,
              -Pablo

              • 4. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                oreny

                I will do so and send you a feedback afterward.

                 

                But , it can take a while.

                • 5. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hi Oren,

                  Don’t worry about that, we’ll be waiting for your results.

                  Regards,
                  -Pablo

                  • 6. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hi Oren,

                    Do you have updates on this case? Have you been able to work on this?

                    Regards,
                    -Pablo

                    • 7. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                      oreny

                      Hi Pablo,

                       

                      We are testing 2 new NUCs units this week.

                       

                      I will send some data in few days.

                       

                      Thanks , Oren.

                      • 8. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hi Oren, 

                        I would like to know if you already have some updates regarding this case. Did you test with the two NUCs?

                        Regards, 
                        Pablo

                        • 9. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                          MartyG

                          Hi Oren,

                           

                          In the past, RealSense users who have had issues with drop-outs gained stability if they plugged their camera into a mains-powered USB hub (known as an Active hub).  Hubs that plug into the PC to draw power from it (known as Passive hubs) can be ineffective.  Mains-powered hubs tend to give the camera enough juice for all of its needs though.

                           

                          Typically, the symptoms of the USB port not providing enough power were that the camera worked fine for low-demand applications.  But when the user tried to run applications involving depth sensing, the camera would drop out because the depth function draws a greater amount of power for the laser.  Those past power problems were generally associated with the F200 camera, the SR300's older predecessor.  It is conceivable though that the SR300, its next-generation replacement, could be even more power-demanding.

                           

                          Another possible cause of camera drop-outs back then was that from Windows 8.1 onwards, Microsoft introduced a power-saving feature for USB ports where it would drop down the amount of power provided to the port if it detected a lack of activity from devices attached to the port.  Back then, I remember that Windows would not recognize input from the F200 camera as activity.  So you could be waving your hands like crazy in front of the camera and it would still go into power-save after a few minutes if you hadn't used the mouse or keyboard during that time to let Windows know that you were awake.  The USB power-saving can be disabled in the power-saving plans in the Windows control panel.

                          • 10. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                            oreny

                            Hello Marty & Pablo,

                             

                            Sorry for the late feedback.

                             

                            But , we have been running  2 Sets (SR300 Realsense + NUC6i7KYK) for 2 weeks without any problem yet.

                             

                            Regarding Marty reply... we agree that the problem is due to internal USB HUB power failure and maybe connected to sync problems of USB devices to internal clock.

                             

                            Important to note that it only occur at NUC6i7KYK. Because we are running the same configuration : Windows 10 pro + SR300 + Realsense version on other NUCs and OPSs versions without any problem for almost a 6 months.

                             

                            It's looks strange that the hardware of the NUC6i7KYK is making us troubles !?!?

                             

                            Now , we are waiting to "catch" the problem and to monitor as Pablo suggested.

                             

                            I  will update soon.

                             

                            Thanks in advance , Oren.

                             

                            • 11. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hi Oren,

                              Thank you very much for the update.
                              We’ve been noticing that some users have had success using an external powered hub rather than the PC’s ports, some USB3 ports on PCs are not delivering enough power to the camera and an external powered hub is needed. Even if we don’t suggest this as a first option, you might want to give it a try.
                              We’ll be waiting for your updates.

                              Regards, 

                              -Pablo

                              • 12. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                                oreny

                                Hi Pablo,

                                 

                                We tried external powered USB HUB without success.

                                 

                                We believe the problem is not due power drops , but due to power interference in the internal USB HUB...

                                 

                                ...Maybe the internal USB HUB on the NUC6i7KYK  is not isolated ?!

                                 

                                Thanks, Oren.

                                • 13. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                                  MartyG

                                  Oren, this forum post may be relevant to your concerns.

                                   

                                  NUC6i7KYK (Skull Canyon) won't connect to USB hub

                                   

                                  Also, this.

                                   

                                  https://www.thurrott.com/hardware/67135/byopc-expanding-intel-nuc-troubleshooting-usb-problem

                                   

                                  The model used in that article is the NUC6i5SYH, which the author says is identical in spec to your NUC6i7kyk except for having a taller case.

                                  • 14. Re: Realsense SR300 running on NUC6i7kyk (skull canyon)
                                    oreny

                                    Hi Marty,

                                     

                                    Not exactly...Our problem is randomly..

                                     

                                    We notice that the frequently increase when there are interference in the AC power grid.. that is why we think the problem is due to power isolation problem in the internal USB HUB and\or those kind of interference damage the internal sync of the USB devices to the internal clock of the CPU.

                                     

                                    Thanks, Oren.

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