Is there an unstated minimum graphics requirement to run the ReaSense SDK demos?

[DUchi]

I have an Acer E5-575 (core i5 7200U, 12Gig memory, USB3, Intel 620 graphics, Win10) but it won't run the SDK demos, even if the SR300 is externally powered. As soon as I try to use the SR300, I get a zero to a few frames of video and then a "disconnect" beep. The program terminates and I get a reconnect beep. However if I select "Raw Streams" and only use video, it works. If I select Depth or IR (alone or in combination) it aborts. Is there some reason the Intel 620 graphics will not work with the SDK demos?

[Stefan3D]

There is an extra forum for your issue:

Judging from the stickiy topics there RealSense has trouble with Windows creators update.

Your hardware should be fine, check technical specifications at https://software.intel.com/en-us/intel-realsense-sdk Overview of Intel® RealSense™ SDK | Intel® Software

[MartyG]

Intel tech support member Jesus G has posted details of a workaround in an 'Announcement' near the top of the front page of the forum. It says:

**********

On May 16, 2017, a new driver for the SR300 camera was automatically installed on systems with Windows* 10 Creator. This driver caused the SR300 camera to stop working. Intel is aware of this issue and is working on a fix. We will communicate a timeline for the fix when available.

User Slothameedees wrote this excellent workaround:

Thank you to user shanister for the depth selfie.

We apologize for the inconvenience this has caused you.

[DUchi]

I am running Win10 Home, (c)2016 with the latest updates. I have no idea what "Windows 10 Creators Update" is but I bet I don't have it. My Device Manager shows the RealSense Camera SR300 Virtual Driver is installed, so according to Slothameedee, his work-around does not apply. Stephan3D says my hardware is fine, so does that mean a fix from Intel is my only hope?

[Stefan3D]

Modeler3D schrieb:

I am running Win10 Home, (c)2016 with the latest updates. I have no idea what "Windows 10 Creators Update" is but I bet I don't have it...

To find out your current version, open Intel control panel/options/info-center

10.0.15063 = creators update

10.0.14393 = anniversary update

More info: https://en.wikipedia.org/wiki/Windows_10_version_history Windows 10 version history - Wikipedia

[idata]

Hi Modeler,

You mentioned that you are running Win10 Home with the latest updates. So it's very likely that you have the Creators Update on your computer. You can check that with the instructions Stefan provided above.Regards,Pablo M.

[DUchi]

My laptop was delivered on March 9 and has had the RealSense problem since that day, Today I just received a notice when I booted that "Windows Creator Update will be arriving soon" and was encouraged to preemptively change some settings.

My control panel does not have an Options tab or button. Neither does it have a Settings>System>About (no System button actually) However WinVer says I am running version 1607 build 14393.1066. So this is NOT a Creators Update issue.

I should point out that I tried to load a driver update for my graphics from the Intel support page but it aborted, saying it would override the driver supplied by my motherboard vendor (e.g. Acer). Is this likely the problem? I could attempt loading it manually.

[idata]

Hi Modeler,

Your issue is very strange in that case, I would like you to run some troubleshooting steps, let's hope that fix the issue.

1. Make sure you're using the USB cable included with the camera.
2. Ensure to try all powered USB 3.0 ports on your computer.
3. Update your chipset drivers, check this link for details http://www.intel.com/content/www/us/en/support/emerging-technologies/intel-realsense-technology/000023462.html http://www.intel.com/content/www/us/en/support/emerging-technologies/intel-realsense-technology/000023462.html.
4. Connect the camera to an external-powered USB 3.0 hub (which I believe you're already doing).
5. Set USB 3.0 Host Controller to not turn off power to the device.
   1. Go into Device Manager
   2. Right click the Intel USB 3.0 eXtensible Host Controller – 1.0 (Microsoft) (or similar for your device)
   3. Click Properties
   4. Click the Power Management tab.
   5. Deselect Allow the computer to turn off this device to save power.
6. If none of that works, connect the camera to a different PC (with the minimum requirements). If the camera works, the problem may be with your PC's power delivery through the USB ports.

Please let us know how this goes.Regards,Pablo M.

[DUchi]

I am using the original USB3 cable. I have tried all USB3 ports. When I try to update my chipset it fails because there is an ACER driver. When I use the ACER tool to check, it says I have all the updates (Intel 620 driver 21.20.16.4627), The generic Intel driver is .4664, but when I try to install it I get "The driver being installed is not validated for this computer. Setup will exit" If I try to manually install from the zip I get "This computer does not meet the minimum requirements for installing this software"

I do not have a USB3 hub and have not been able to borrow one. I was not willing to spend $70 for a test. I did buy a TrippLite USB-3 cable and modify it to use an external bench supply but I got the same behavior (USB disconnect from Windows, then and then reconnects). Note that when I run the Projection app, I sometimes get 3 images before it disconnects so the camera works briefly.

I did disable the power-saving on all the USB ports, to no avail.

The camera works with a friend's desktop gaming computer.

[idata]

Hi Modeler3D,

Thank you for testing all of our steps. Are you aware of the specifications of your friend's computer? Do you know what Windows build he's using? I would like to know if both computer specs are similar.Right now, seems like there's an issue with your computer's power delivery, at least it doesn't seem to be enough to power the camera.Regards,Pablo M.

[DUchi]

I also was getting the impression that it was power, so I re-ran the test using my modified USB3 cable, this time with a laboratory-grade 5V power supply and it worked perfectly! Lost a few hairs over this one, now it becomes an Acer issue. Thanks for all your help and support

[idata]

Hi Modeler,

You are very welcome! Don't hesitate to contact us again in the future if you have any other question. Regards,Pablo M.

[DUchi]

Actually I do have a question about the Intel USB3 eXtensible Host Controller. I could find no drivers for it on the Intel website that say they support Win10, yet there is an update dated April 2017 that supports "4th generation processors" and Win7. Is there a Win10 eXtensible Host Controller driver somewhere that might help my power issue?

The driver on the Intel website mentions a particular USB3 chip set. How can I find out what chipset ins installed in my laptop?

Is it possible/common to use the Intel eXtensible Host Controller in a manner that it shares its USB3-rated power among multiple ports and therefore cannot supply full rated power to single port (like a built-in unpowered hub)?

[idata]

Hi Modeler,

I believe there's no Win10 eXtensible Host Controller driver update, at least none that you don't have already. Especially if you have run the Intel Driver Update Utility and you haven't seen any available update for it.If you want to check the driver version of your devices, you should go to your Device Manager, double click on the device/element for which you want to check the driver version and go to the Driver tab.Regards,Pablo M.

[DUchi]

The Driver tab for Intel USB 3.0 eXtensible Host Controller says it is Version 10.0.14393.0 provided by Microsoft. Doesn't sound like an Intel driver to me. Is that correct?

[idata]

Modeler,

You're right, the version number is actually the same as the Windows Anniversary edition build number. But there must be reason for this, let me investigate a little bit more, I'll be back soon with more information.Regards,Pablo M.

[idata]

Hello Modeler3D,

What happens is that USB 3.0 drivers for Windows 10* are provided by Microsoft* through Windows* Update only. We have not developed Intel USB 3.0 drivers for Windows 10*. Depending on how Acer* configured your computer then the amount of power the USB 3.0 ports will be able to provide to each USB device. It is not possible for us to modify the way the USB 3.0 ports provide power to the USB devices, this is something is designed by each computer manufacturer. Regards,Fred D.

[idata]

Hello Modeler3D,

I was wondering if you have or not any other inquiry regarding the USB 3.0 driver. in case you have any other inquiry just let me know. Regards,Fred D.

[DUchi]

Are there any plans for Intel to do a driver for Windows 10?

Do you have any suggestion as to how I might find out the specific current limits of the alledged "USB3" ports on my Acer E5-575? The 90 day warranty has expired and Acer does not seem to have any free support options to even ask this basic question about their product.

[MartyG]

Manufacturers do not usually release specific technical details on their USB ports. The assumption is "a USB port is a USB port". Unfortunately, in practice not all USB ports are created equal. There is a minimum amount of power in the official USB specification that they have to provide, that is enough for low-drain devices such as keyboard and mouse. When high-drain devices like RealSense cameras and external hard drives are used though, the performance becomes more unpredictable.

Measuring the voltage on individual ports usually requires the nasty solution of cutting open the USB cable of the device and placing a voltmeter on it - absolutely, definitely not recommended for RealSense!

More stable USB can be achieved through use of a mains-powered USB hub instead of plugging the camera directly into the computer, though I can appreciate that it would be an awkward solution for a laptop if you use your machine on the move.

There was a developer who did actually put a voltmeter on their RealSense USB cable back in late 2014, and they found that they got better results with the camera if they added 5v extra voltage. This was actually the experiment that first led to the confirmation that mains-powered USB hubs can increase the camera's stability. On desktop computers, you can insert a USB 3.0 expansion card that has a set of pins on it for attaching a 5v power cable from the machine's power supply unit, providing the extra juice for high-drain devices that standard USB ports supplied by manuufacturers can lack.

[idata]

Hello Modeler3D,

Currently Intel USB 3.0 drivers we have on our website will install on Windows 7* only. There is no information about if in the future there will be or not Intel USB 3.0 drivers for Windows 10*. USB 3.0 drivers for Windows 8*, Windows 8.1* and Windows 10* have been provided by Microsoft* only. Regards,Fred D.