8 Replies Latest reply on Jan 13, 2017 5:31 PM by AndresV_Intel

    sr300 unable to stream color picture

    beniam

      Hi there,

       

      I am having difficulty to stream color picture even with the samples provided. I can stream depth picture and the hand module also works fine. I am just wondering if it could be a hardware problem.

       

      I am using java with r2 sdk.  

        • 1. Re: sr300 unable to stream color picture
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello beniam,

          Thank you for interest in the Intel® RealSense™ Technology.

          In order to help you with the issue you are experiencing, the first thing we would like to know is the 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 post it here.

          Keep in mind that a 3.0 USB port is needed to connect your camera.

          Finally, could you use the sdk_info.exe to record the logs using an SDK sample? 
          After installing the SDK, you can do order to do it, after you install the SDK, go to "<C:\Program Files (x86)\Intel\RSSDK\bin\x64\>", and run SDK_Info.exe as an Administrator, navigate to the Logging Tab and Click “Enable All Logs” button. 
          Reproduce the issue by running the app that is causing the failure (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’ll be waiting for your response.

          Regards,
          Andres

          • 2. Re: sr300 unable to stream color picture
            beniam

            Hi Andres,

             

            Please find the attachment the information you requested.

             

            Kind Regards

            Biniam

            • 3. Re: sr300 unable to stream color picture
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello beniam,

              Thank you for sharing that information. I’ll proceed to analyze the data and as soon as I have relevant information, I’ll contact you through this thread.

              Thank you for your patience.

              Regards,
              Andres

              • 4. Re: sr300 unable to stream color picture
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello beniam,

                 

                I have a new set of questions, these may help determine if the issue you are experiencing is hardware related.

                 

                Can you see color using the Windows Camera App?

                 

                Have you tried non-Java SDK samples? Such as RSSDK/bin/rawstreams.exe, if these applications don’t show color, the issue may be hardware related.

                 

                The Java sample app under framework/Java/DF_CameraViewer should open two windows, one with color and one with depth (the depth window usually is on top of the color window, so please make sure that you move the depth window to see the color window). Please tell me what you see in the color window.

                 

                I’ll be waiting for your response.

                 

                Regards,
                Andres

                • 5. Re: sr300 unable to stream color picture
                  beniam

                  Hi Andres,

                   

                  yes I can see color using window camera app. and yes i have tries most SDK samples, the samples that doesn't use rgb camera seems to work fine.

                  for instance, the df_cameraViewer shows one depth camera view window and a blank black background window .

                   

                  I tried the r200 camera  and the samples worked fine. all evidences suggest to hardware problem. my colleague tried both camera with a new setup and confirmed that the rgb camera of the sr300 is inaccessible

                   

                  Also, I noticed the rbg camera is using a Microsoft driver while the other two camera use Intel's. is that by design ?

                   

                  thanks

                  • 6. Re: sr300 unable to stream color picture
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello beniam,

                    Thank you for the information provided, the camera shouldn’t be using a Microsoft driver. But due to the information that you shared, it is not the reason why you are experiencing the issue.

                    It seems that you are right, you have a hardware issue. In that case, you should send an email to click.support@intel.com. In it you have to attach a valid proof of purchase, briefly describe your issue and provide the link to this thread (so the corresponding team knows more about the support provided).

                    I hope you find the previous information useful.

                    Regards,
                    Andres

                    • 8. Re: sr300 unable to stream color picture
                      AndresV_Intel

                      Hello beniam,

                       

                      You are welcome.

                       

                      If you experience any other issue, don't hesitate to contact us through this community.

                       

                      Regards,

                      Andres