1 2 3 Previous Next 42 Replies Latest reply on Nov 21, 2017 10:08 AM by Intel Corporation

    SR300 does not work with Windows hello and depth camera.

    deepeye

      Hi,

      Until Windows 10 pro 1603, both Windows hello and Depth Camera had no problem.

       

      However, the problem occurred after the 1703 update, and it was not solved by using the external power USB hub again after reinstalling the driver several times.

      In the meantime, the firmware of the SR300 has been changed, and when I try to recover, the following result is displayed.

       

      C:\FWUpdateSR300>fwupdatesr300.exe -oemId:0xcafecafe -force

      Are you sure you want to burn the new FW image? 'y' or 'n'

      y

      Signed Image version = 3.21.0.0

      DFU_version = 27

      DFU_isLocked = 1

      FW_highestVersion = 3.26.1.0

      FW_lastVersion = 3.26.1.0

      FW_SerialNumber = 612204001820

      ERROR DFU_STATUS_ERROR_NOTDONE

      FW not signed or exceeded max possible FW update of this version, remain with current FW

       

      Camera Generation:      Ivcam 1.5

      Camera Connection Type: Peripheral

      Device ID:              5fe72fa

      Serial Number:          612204001820

      OEM ID:                 0xcafecafe

      Firmware Revision:      3.26.1.0

       

      Command:                Burn New Version FW Image

      Status:                 Exceeded maximum FW updates

       

      **********************************************************

      FW update return code: -101

      ==========================================================

      The current environment is NUC7i7BN Windows 10 pro 1709.

      What is the solution?

      Thank you for your help.

        • 1. Re: SR300 does not work with Windows hello and depth camera.
          MartyG

          The cameras have a feature where if you try to install an older version of the firmware more than 20 times then it goes into a protective mode that only lets you install a newer version of the firmware from that point onwards. 

           

          I would recommend not trying again to make further attempts to install an older firmware, as you risk sending the camera into a 'recovery mode' that can effectively 'brick' it (i.e stop it working at all).

           

          The first thing I would recommend trying is to unplug the camera from the hub and plug it directly into the PC's USB port.  That is because there have been a few cases where, after plugging the camera into a hub because it wouldn't work in the PC's port, it would not work in the hub either, but then would start working in the PC's port.

          • 2. Re: SR300 does not work with Windows hello and depth camera.
            deepeye

            Thank you for answer.

             

            I connected directly to my PC, but SR300 Depth is not installed either.

            So, is there any more solution?

            • 3. Re: SR300 does not work with Windows hello and depth camera.
              MartyG

              If you are missing some of the three SR300 RealSense drivers (RGB, Depth and virtual drivers), Windows can download and install the drivers from the internet using the fiollowing process:

               

              (a) Go into the Windows Device Manager and look in its Imaging Devices section for the SR300 drivers.

               

              (b) Right-click on each RealSense driver that is present.  Select Uninstall from the menu until all RealSense drivers have been removed from the Imaging Devices section.

               

              (c) Unplug the camera, wait a couple of seconds and then plug the camera back in.  Windows Update should start to automatically download and install them into the Device Manager over a number of seconds.  The process should be complete within 30 seconds if it is going to work.

              • 4. Re: SR300 does not work with Windows hello and depth camera.
                deepeye

                Thank you for answer.

                In the method described above, SR300 Depth 3.3.27.5718 and SR300 RGB 10.0.16299.15 were installed.

                However, when I start face recognition for Windows Hello, the following error appears and does not work.

                 

                [Windows Hello Install Window]

                Can not turn on the camera. Make sure it works again.

                 

                [Device Manager status (virtual driver not installed)]

                Is the virtual driver a problem?

                Please help me !!! ^^

                • 5. Re: SR300 does not work with Windows hello and depth camera.
                  MartyG

                  Yes, the missing Virtual Driver can cause problems.  If you still have a missing Virtual Driver after doing the Device Manager uninstall process, I recommend repeating the process (remove the drivers from Device Manager, unplug and re-plug) until you have all three drivers appear.

                  • 6. Re: SR300 does not work with Windows hello and depth camera.
                    deepeye

                    Thank you for answer.

                    I tried the method described above and the virtual driver was installed as shown below.

                    Virtual Driver    2016-06-08 12.11.38.553

                    Depth               2016-09-22 3.3.27.5718

                    RGB                 2006-06-21 10.0.16299.15

                    However, when I start face recognition for Windows Hello, the following error is displayed and it does not work.

                    Another app is currently using the camera.

                    • 7. Re: SR300 does not work with Windows hello and depth camera.
                      MartyG

                      That's strange, as the reason that the Virtual Driver was originally designed was so that a non-RealSense program such as Skype could use the camera even if a RealSense application was already using the camera.

                       

                      Have you rebooted the PC before you try Windows Hello?

                      • 8. Re: SR300 does not work with Windows hello and depth camera.
                        deepeye

                        Thank you for answer.

                        Of course, the problem can not be solved even after restarting.

                         

                         

                        Is the version of the driver below OK?

                        Virtual Driver 2016-06-08 12.11.38.553

                        Depth 2016-09-22 3.3.27.5718

                        RGB 2006-06-21 10.0.16299.15

                         

                         

                        I installed "intel_rs_sdk_mw_core_offline_11.0.27.1384" but I could not see the video.

                        When I run Camera Explorer, the following error message appears.

                        • 9. Re: SR300 does not work with Windows hello and depth camera.
                          MartyG

                          If you have the three drivers but the camera still is not working, it is probably either not being detected by Windows, or disconnects its signal as soon as it starts up (this may be indicated by the green light on the front of the camera lighting up for a second and then turning off again).

                           

                          For a lot of users with connection problems, they were able to fix it by plugging the camera into a mains-powered USB 3.0 hub instead of plugging it directly into the PC.  Powered hubs are available for around $15 from stores such as Amazon by searching for 'powered usb 3.0 hub'.

                           

                          If you have a device such as a tablet or smartphone that can be charged with a USB cable, you might also like to try the workaround below that works for my own SR300 camera connection problems.  For it to work, the device needs to be less than 100% charged when you connect it to the USB cable to be charged.

                           

                          My personal fix for SR300 on Build 15063

                          • 10. Re: SR300 does not work with Windows hello and depth camera.
                            deepeye

                            MartyG,

                            Always a friendly guide Thank you very much!

                             

                            In my case, the program turns off as soon as the green LED is turned on.

                            External power supply type ORICO A3H4 USB3.0 HUB can not be used.

                            I do not understand the current situation because there was no problem with Windows 10 pro 1603.

                            Is there any solution to improve firmware?

                             

                            If the SR300 is still being sold and there are a lot of problems, is not Intel officially recalling it?

                            • 11. Re: SR300 does not work with Windows hello and depth camera.
                              MartyG

                              It looks like you definitely have a problem related to your cmera not being able to stay connected if the green light is going off right after the camera starts.

                               

                              Intel worked with Microsoft for months to try to create a fix but were not successful, as there is apparently not just one single cause for SR300 connection problems.  There are workarounds that can be tried.  They work for some people and not for others, which illustrates the difficulty of diagnosing the problem.

                               

                              I re-read your original message and saw that you had already tried a powered hub - apologies for suggesting that again.

                               

                              The SR300 is due to be retired from sale imminently and the new D415 and D435 models will become the focus of the RealSense product range.  Support for the SR300 will continue on this forum though, as it does for all older camera models.  So there will not be a product recall.  If you bought your SR300 from the Intel Click online store within the last 90 days, you have the right though to file a claim for a refund or a replacement SR300 by emailing click.support@intel.com

                               

                              Refund Process for Intel® RealSense™ Developer Kits

                               

                              I see that you have the new 1709 Fall Creator's Update of Windows and that your problem was not solved by that upgrde, unfortunately.

                               

                              I would recommen trying to plug the camera directly into your PC again.  Sometimes when the camera is connected to a powered hub and doesn't work, it then starts working again if it is plugged directly into the PC afterwards.

                              • 12. Re: SR300 does not work with Windows hello and depth camera.
                                deepeye

                                MartyG,

                                Always kind and quick reply Thank you very much.

                                 

                                I have not been able to use it since Windows 10 Pro 1703.

                                I had hoped to be solved in 1709.

                                 

                                Is there anything I can do now?

                                Is Intel currently working to solve the problem?

                                • 13. Re: SR300 does not work with Windows hello and depth camera.
                                  MartyG

                                  I believe that a fix is not currently being actively worked on, as Intel and Microsoft spent months on the problem and were not able to find a solution.  So the focus of the RealSense developers has now moved on to the new D415 and D435 camera models.  So unfortunately, if none of the workarounds work for an SR300 owner then there are really only two chances for the camera to resume working:

                                   

                                  1. If Microsoft makes some change in a future Windows version that makes a non-working camera come back to life as a beneficial side-effect of that update.

                                   

                                  2.  If you have another PC that you can use the camera on.  Sometimes a camera will not work on one particular PC but will work fine on another, illustrating the random nature of the problem.

                                  • 14. Re: SR300 does not work with Windows hello and depth camera.
                                    MassimoS

                                    I have the same issue.

                                    On Windows 10 1709

                                    I've installed it and the Camera app as well as the Sample work well.

                                    If I try to start hello it does not work.

                                    Or to be more precise It worked once, registered my face on the fly but when I tried to do enhance recognition it stopped working.

                                    The funny part is that there is an audio like if an app is closed/device disconnected.

                                    I do not get any error, only the hello page is blank where the camera should be.

                                     

                                    it's an SR300 NEW!

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