SR300 no longer works after Windows update KB4598291
The SR300 depth camera does no longer work after having installed the Windows update KB4598291 (i.e. the cumulative update of January 2021). While the regular webcam functionality still works, the depth camera no longer works. Hence, Windows Hello is not able to start the camera. As far as I can see, the latest drivers are properly installed. How can I make the depth camera work again for Windows Hello purposes?
Hi Berthold There is a history of SR300 cameras becoming non-operative after a Windows update. As this is resulting from a Microsoft operation, the only courses of action available may be to 'roll back' the update to undo it or to wait until the camera works again in a future Windows update.
I would not recommend reinstalling the camera or updating its firmware. This could result in the camera being identified as a more modern SR305, which could affect the camera's ability to work with Windows Hello.
Infomation on rolling back a Windows cumulative update can be found in the link below.
Hi Berthold, hi Marty!
Thank you so much for your posts! I was about to go insane with this problem since I can confirm the same issue with an F200 camera (in a Lenovo B50-30 All-in-one PC) but I couldn't find anything on the web until I found your posts.
Yes, it definitely has got to do with the optional(!) update KB4598291 which I installed (for reasons I don't know :-) ). After the update I, too, was no longer able to use Windows Hello. On the logon screen it shows "Preparing..." for quite some time and then I'm asked to enter my PIN. The LEDs of the camera won't light up as they did before.
Deleting my Hello image, re-entering a new Hello PIN, even creating a new account didn't help, neither did an update of the drivers for the F200.
Unfortunately, I couldn't roll back the 'vicious' update, but luckily, I had a backup image from last week (hooray!!!), and thank God, everything is back to normal again.
Since this is an optional update, I guess it is going to turn into a regular update some day and it will be installed automatically by Windows. Now, who is going to tell Microsoft that this update, if not corrected, is going to kill the Hello functionality of at least the Intel SR300 and F200 cameras? Will they care about a complaint from me? :-)
Hi @F-nazaradeh You can set Windows to prevent automatic installation of updates. This can be used to prevent re-installation of an update that breaks a RealSense camera's functionality.
My research into preventing automatic updates indicates that you can defer installation of updates for up to 35 days on Windows 10 Home, or turn them off permanently if using Windows 10 Pro.
Conceivably, if you can pause installation for up to 35 days then you could introduce a once-monthly maintenance task where you check which updates have been downloaded and manually remove the ones that you consider potentially harmful. The problem may be with knowing which updates could harm the camera's operation before it has first installed or been reported by someone else to cause issues.
When RealSense SR300 cameras have problems with new Windows builds, it is not deliberate and the functionality may return when a change in a future Windows update undoes whatever was causing the breakage as a side-effect of that change.
Thanks very much Berthold for the update!
Hi Berthold, hi Marty, Hi F-nazaredeh,
I have an Intel RealSense F200 camera built inside an ASUS Zen AiO Z240IC and experiencing exactly the same issues since Windows Update KB4598291. Normal camera is working fine, depth camera no longer works. Logged a ticket with Intel support and received the following feedback from Intel RealSense Customer Support:
We are sorry to hear that you are having problems with Windows Hello. If you have already followed the steps described in this, https://support.intelrealsense.com/hc/en-us/articles/360022951533-Windows-10-Issues-with-Intel-RealSense-Cameras-SR300-and-F200, and other articles, then there is nothing more that Intel can recommend. Some users have found success by doing a factory reset of their PC.
If none of this fixes your issue, then you must go to your PC manufacturer for support. Since your camera is embedded, the PC manufacturer is responsible for supporting it.
We apologize for the inconvenience.
Very, very disappointed in the feedback of Intel RealSense Customer Support :-(
Reinstalling your PC does not help and contacting ASUS neither because it's a Microsoft/Intel problem!
Hi Filip Cools The support ticket describes the situation accurately. Manufacturers are responsible for technical support for RealSense cameras that are built into their products as they are not Intel products. Built-in cameras that have problems are also unlikely to be correctable if a 'factory reset' procedure does not work.
What factory reset means is that some manufacturers may have a complete backup image on their hard drive of the state that the computer was in when new, including all pre-installed programs and drivers that come with the computer. If the factory reset feature is supported and the hard drive has not been wiped since purchase then the computer's software setup may be restorable to as-new condition.
The ASUS guide in the link below should help you to determine whether your particular computer model supports factory reset.
I agree that a factory reset will solve the issue, temporary...
As soon as you run the Windows Updates again the Windows Hello Face feature of the Intel RealSense F200 will be broken again. This is no solution. Why does Microsoft/Asus/Intel do not work together in order to fix this? IMHO this must be very easy to fix by the developers????
You can adjust the update system in Windows so that updates are not applied automatically, as mentioned earlier in this discussion.
Aside from the issue of manufacturers being responsible for technical support of their own RealSense-using products, the status of the F200 camera model has been 'end of life' (retired) for several years and so receives no updates to its drivers.
I do not believe that this is a driver issue since everything worked OK until Microsoft spread out its updates KB4598291 and KB4601319 respectively. So, I wouldn't bother what Intel said about the camera being EOL with no further driver support. If you have a close look at what KB4601319 offers as new features, Microsoft says that you will be able to use multiple IR cameras for unlocking Windows via Hello face recognition. So, my strong guess is that they tempered with the Hello face recognition and although this is the first time that I see that a Microsoft update really messes up with my system (believe it or not), I think that there is going to be another update from Microsoft that will fix this issue.
If you have a look at the Feedback Hub under Windows 10 you will see many users complaining about this update having messed up with their Intel RealSense Cameras F200 and SR300. Microsoft answered that they are aware of this issue and that a fix is on its way. See here: https://aka.ms/AAbi9w5
There is the answer of a Microsoft representative named "Michelle V" in the comments fields.
Well, let's keep our fingers crossed and our hopes high :-)
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