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Intel RealSense SR300 Camera failed to install

idata
Employee
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Hi there,

I have a integrated Intel RealSense Depth Camera Manager SR300 on my Acer Aspire V Nitro. After my laptop windows is updated to Windows Creator version, the camera still work, but somehow after I restart my laptop, the camera won't start (I used it for Windows Hello). So I decided to uninstall the driver, and restart it. When I want to Install the driver, this error occur

(This error occur when I try to install with Acer OEM Driver)

For your information, I try to install the driver using Acer OEM Camera Driver and Intel Driver, but both of it failed to install it.

This below error occur when I try to install with Intel Driver

Can you help me to fix it? Thank you

Here's my Laptop Spec

Model Name: Acer Aspire V Nitro (VN7-592G)

CPU: Intel Core i5-6300HQ

OS: Windows 10 Pro Version 1703 (OS Build 15063.138)

Camera: Intel RealSense SR300 (Integrated)

But from the article bythe_jesus related to the Incompatibility of Intel Realsense SR300 on WIndows Creator, that's mean I should roll back to earlier version right?

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1 Solution
MartyG
Honored Contributor III
2,350 Views

If you have the option to roll back Windows to before the Creators Update, that is likely the easiest way to resolve your camera issues until Intel releases an official fix. Here's the latest update on the matter from Intel support member Jesus G.

You might also like to read the account provided by a user who says that they got their camera working with the Creators Update.

View solution in original post

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32 Replies
MartyG
Honored Contributor III
2,351 Views

If you have the option to roll back Windows to before the Creators Update, that is likely the easiest way to resolve your camera issues until Intel releases an official fix. Here's the latest update on the matter from Intel support member Jesus G.

You might also like to read the account provided by a user who says that they got their camera working with the Creators Update.

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idata
Employee
1,493 Views

Thanks for the reply. I successfully revert to previous build and now it works. And Can I install the latest driver version of SR300 (3.3.27.5718) from previous Acer OEM driver version?

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MartyG
Honored Contributor III
1,493 Views

If you have an internal RealSense camera then i always recommend trying the manufacturer's specialized drivers from their driver support web-page first before using the generic Intel drivers.

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idata
Employee
1,493 Views

Noted that. But there's a problem. I accidentally uninstall the Manufacturer driver. The camera is not working and now when I want to install using Manufacturer driver, error occured. the result is as same as the above pic.

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MartyG
Honored Contributor III
1,493 Views

You could try opening the Devce Manager, right-clicking on the RealSense drivers (RGB, Depth, Virtual) and selecting 'Update Driver Software' from the menu and then 'Search automatically for updated driver software' to see if Windows 10 can find an appropriate driver on the internet to download in place of your current ones.

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idata
Employee
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All of the option is not available in Device manager, in other word, RealSense drivers (RGB, Depth, Virtual) is uninstalled totally

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MartyG
Honored Contributor III
1,493 Views

In that case, I would run a Check For Updates to see if Windows 10 will then download the missing RealSense drivers. You can find this by typing 'updates' into the text box at the bottom of your Windows screen, next to the button where you shut down.

On the Check For Updates window, click the 'Check for updates' button to start the scan.

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idata
Employee
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It shows up, as Intel(R) Corporation - System - 11/30/2015 12:00:00 AM - 18.14.30.14. I'll have a update later if the driver is successful installed

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MartyG
Honored Contributor III
1,493 Views

Ok Eric, thanks for your patience. I appreciate it.

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idata
Employee
1,493 Views

It seems like the driver is not installed. Now Windows update show no sign of new update. I already check on Device manager. It doesn't install the driver

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MartyG
Honored Contributor III
1,493 Views

Usually when you have no RealSense drivers listed in the Device Manager, this is the ideal time to run the DCM installation again. Given that Acer's version of the DCM did not work for you though, the next logical step would be to try downloading and installing Intel's own version of the DCM. This link starts the download automatically in the browser.

https://downloadmirror.intel.com/25044/eng/intel_rs_dcm_sr300_3.3.27.5718.exe https://downloadmirror.intel.com/25044/eng/intel_rs_dcm_sr300_3.3.27.5718.exe

I apologize for the slowness of this help process. Fixing problems with internal cameras is always more difficult than for the external USB versions of the camera.

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idata
Employee
1,493 Views

Nevermind MartyG. Even Intel generic driver also can't install the driver. It show up with this error

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MartyG
Honored Contributor III
1,493 Views

It's at this point that options start to run out, sadly.

1. As your camera is internal, we know it is fully compatible with your PC and you do not have the camera detection problems that USB versions of the camera can experience.

2. You've tried firmware updates and DCM updates, both from the manufacturer and from Intel.

3. You are not running the Windows 10 Creators Update, having rolled back from it.

Let's ignore the DCM for a moment and try to update the firmware using the firmware updater file, which can be accessed outside of the DCM. This installs the firmware but not the Depth, RGB and Virtual drivers. This post describes how to locate the SR300 firmware updater on your PC.

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idata
Employee
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Noted that. While Windows Explorer is searching, when I found already FWupdateSR300.exe, what should I do?

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MartyG
Honored Contributor III
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As it's an .exe (executable) file, once you've found it then you should be able to run it just by double-clicking on the file.

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idata
Employee
1,493 Views

There's a problem. FWupdateSR300.exe is nowhere to be found. Only the following is found by searching the FWupdateSR300.exe file:

AppCrash_FWUpdateSR300.ex_de9544effd85fe7e8d9f97d330fcab8621f3a74_61480102_cab_12b6aef6

FWUpdateSR300.exe.11040.dmp

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idata
Employee
1,493 Views

And on the Device Manager, the driver is installed, but it give error: Currently, this hardware device is not connected to the computer. (Code 45). Add info on Driver tab is unknown/ Not available

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MartyG
Honored Contributor III
1,493 Views

The problems began when you installed the Creators Update. If we are lucky enough for Restore Point creation to be enabled on your PC, it may be possible to roil the drivers back to before the disruptive Creators Update occurred. In many cases, Restore Point is not enabled and so this option is not available, but it's worth a try.

1. Type 'system restore' into the text box at the bottom of Windows and click on 'Create a restore point'.

2. A window called System Properties should pop up. Click on the 'System Restore' button.

3. If your PC has Restore Points enabled and has a backup state you can roll back to, you will have the option to click 'Next' and then select a pre-Creators date.

If Restore Points was not enabled and there is no backup available to go to, it will look like this.

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idata
Employee
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I have system restore. I'll start a recovery, but the problem is the system restore is automatically created after the problem occur (during the installation of Intel RealSense driver via Windows update). But i'll give it a shot

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idata
Employee
1,366 Views

I'm currently restore it. If this one also failed, then my only left option is to reset my laptop. And I don't want to reset my laptop since I have a lot of programme to be reinstall back

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