SR300 detected but not working from Intel tools

Hi all,

I received the SR300 last week, but I'm unable to make it work from Intel tools...

My camera is detected in both Camera Explorer, Realsense Viewer and Depth Quality Tools, but nothing can be displayed.

In Camera Explorer,

I directly get (after having selected the detected SR300 camera) :

In Realsense Viewer (v2.24.0),

when I play the viewer tries to start (1), then the SR300 is disconnected (2), then reconnected (3) if I’m lucky ; sometimes, the viewer just closes rather than reconnecting.

(1)

(2)

(3)

In Depth Quality Tool,

the device was not detected first ; After changing logs verbosity in Intel Information Viewer, the device has been recognized well (Intel services restart when logs’ settings change), but its streams cannot be read :

SDK Information Viewer

It recommends me to update Windows with KB2966804 (but it precises this is only required for Depth Camera Manager), but nothing more is fetched by Windows... I'm not in Windows Insider Program with this computer, I'm trying this.

The Information Viewer generate this file :

======Page: System======

System Information

Processor

Vendor: Intel Corporation

Brand Name: Intel(R) Core(TM) i7-7567U CPU @ 3.50GHz

Threads: 4

Architecture: Intel64

OS Version: 10.0

NVIDIA GeForce RTX 2070

Driver Version: 25.21.14.1967

Intel(R) Iris(R) Plus Graphics 650

Driver Version: 24.20.100.6194

Windows Updates

Installed Windows Updated:

KB4502559

KB4465065

KB4470502

KB4470788

KB4480056

KB4493510

KB4497932

KB4499728

KB4503308

KB4504369

KB4503327

Missing Recommended Windows Updated:

KB2966804

NOTE: Not every KB applies to every machine.

This is just a suggestion list of KBs that are known to influence DCM behavior.

Registry Settings

HKEY_CURRENT_USER

Software\Intel\RSSDK

v11

11.0.27.1384

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[SZ] RSSDK_DIR: 1

[SZ] DesktopShortcut: 1

[SZ] ShortcutUninstall: 1

[SZ] ShortcutsDevGuide: 1

[SZ] ShortcutsToolClipEditor: 1

[SZ] ShortcutsToolCameraExplorer: 1

[SZ] ShortcutsSampleBinariesDirectory: 1

[SZ] ShortcutsSampleSourcesDirectory: 1

[SZ] ShortcutsFrameworkDirectory: 1

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HKEY_LOCAL_MACHINE(32-bit)

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Dispatch

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[SZ] friendlyName: Intel(R) RealSense(TM) Camera SR300 Projection

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Dispatch

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[MULTI_SZ] dependencies: IVCAM1_5.dll;

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[SZ] friendlyName: Intel(R) RealSense(TM) Camera SR300 Projection

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Dispatch

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[SZ] friendlyName: Intel(R) RealSense(TM) Depth Camera Manager SR300

[SZ] path: C:\Program Files (x86)\Common Files\Intel\RSDCM_SR300\bin\win32\libpxccamera_dcm_sr300.dll

[MULTI_SZ] dependencies: IVCAM1_5.dll;

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[DW] cuid3: 1229620536 (0x494a8538)

[SZ] friendlyName: Intel(R) RealSense(TM) Camera SR300 Projection

[SZ] path: C:\Program Files (x86)\Common Files\Intel\RSDCM_SR300\bin\win32\libpxcprojection_sr300.dll

WakeDeviceBehavior

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[SZ] Phase1FPS: FPS_1

[DW] Phase1Period: 900 (0x384)

[SZ] Phase2FPS: FPS_025

[DW] Phase2Period: 2700 (0xa8c)

BatteryMode

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[SZ] Phase1FPS: FPS_1

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[DW] Phase2Period: 900 (0x384)

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Software\Intel\RSDCM

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HKEY_LOCAL_MACHINE(64-bit)

Software\Intel\RSSDK

Components

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[MULTI_SZ] dependencies: IVCAM1_5.dll;

libpxcprojection_sr300.dll-SR300

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[SZ] friendlyName: Intel(R) RealSense(TM) Camera SR300 Projection

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Dispatch

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[SZ] friendlyName: Intel(R) RealSense(TM) Camera SR300 Projection

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Dispatch

libpxccamera_dcm_sr300.dll-SR300

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[MULTI_SZ] dependencies: IVCAM1_5.dll;

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Software\Intel\RSSDK_DEV

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[SZ] Version: 11.0.27.1384

utils_runtime_64

[SZ] ProductCode: {0EBB8421-5E55-11E6-B496-AC162D722FB7}

[SZ] Version: 11.0.27.1384

Environment Variables

PATH

C:\Program Files (x86)\Common Files\Oracle\Java\javapath

C:\Program Files\NVIDIA GPU Computing Toolkit\CUDA\v9.2\bin

C:\Program Files\NVIDIA GPU Computing Toolkit\CUDA\v9.2\libnvvp

C:\Windows\system32

C:\Windows

C:\Windows\System32\Wbem

C:\Windows\System32\WindowsPowerShell\v1.0\

C:\Windows\System32\OpenSSH\

C:\Users\MaGames\.dnx\bin

C:\Program Files\Microsoft DNX\Dnvm\

C:\Program Files\Microsoft SQL Server\130\Tools\Binn\

C:\Program Files (x86)\Microsoft Emulator Manager\1.0\

C:\Program Files\dotnet\

C:\Program Files\CMake\bin

C:\Program Files\PuTTY\

C:\Program Files\OpenNI\Bin64

C:\Program Files\NVIDIA Corporation\NVIDIA NGX

C:\Program Files (x86)\NVIDIA Corporation\PhysX\Common

C:\Program Files\NVIDIA Corporation\NVIDIA NvDLISR

C:\Program Files (x86)\Visual Leak Detector\bin\Win32

C:\Program Files (x86)\Visual Leak Detector\bin\Win64

C:\Users\MaGames\AppData\Local\Microsoft\WindowsApps

C:\Users\MaGames\AppData\Roaming\npm

RSSDK_DIR

C:\Program Files (x86)\Intel\RSSDK\

======Page: Camera======

USB Connection

Contrôleur d?hôte compatible xHCI USB

[ VendorID: 8086 ]

[ DeviceID: 9D2F ]

[ SubSysID: 20688086 ]

[ Revision: 21 ]

RootHub

[Port1] Périphérique USB composite

[ Bus Speed: Full Speed ]

[ idVendor: 1532 ] -> Razer

[ idProduct: 0067 ] -> Razer Naga Trinity

[ SerialNumber: 00000000001A ]

[Port2] : Concentrateur USB générique

[Port2] Périphérique USB composite

[ Bus Speed: Full Speed ]

[ idVendor: 041E ] -> Creative Technology Ltd

[ idProduct: 409B ] -> BlasterX Senz3D VF0810

[ SerialNumber: 170427171344 ]

[Port3] Dispositif de stockage de masse USB

[ Bus Speed: High Speed ]

[ idVendor: 1BCF ] -> Sunplus Innovation Technology

[ idProduct: 0C31 ] -> USB to Serial-ATA bridge

[ SerialNumber: FF310005240000000000009FF2156F ]

[Port4] Périphérique USB composite

[ Bus Speed: Low Speed ]

[ idVendor: 046D ] -> Logitech

[ idProduct: C31C ] -> USB Keyboard

[Port8] Intel(R) Wireless Bluetooth(R)

[ Bus Speed: Full Speed ]

[ idVendor: 8087 ]

[ idProduct: 0A2B ]

[Port14] : Concentrateur USB SuperSpeed générique

[Port1] Périphérique USB composite

[ Bus Speed: Super Speed ]

[ idVendor: 8086 ]

[ idProduct: 0AA5 ]

[ SerialNumber: 620202003804 ]

Contrôleur d?hôte compatible xHCI USB

[ VendorID: 10DE ]

[ DeviceID: 1ADA ]

[ SubSysID: 86731043 ]

[ Revision: A1 ]

RootHub

@oem100.inf,%RealSenseDCMBus.SVCDESC%;Intel(R) RealSense(TM) Camera Virtual Bus Enumerator

Location: \SystemRoot\System32\drivers\RealSenseDCMBus.sys

Intel(R) RealSense(TM) Depth Camera Manager Service SR300

Location: C:\Program Files (x86)\Common Files\Intel\RSDCM_SR300\bin\win32\RealSenseDCMSR300.exe

Version: 3.3.27.5718

Generic

Video Devices

Device: 1 (0x0001)

FriendlyName: Intel(R) RealSense(TM) Camera SR300 Virtual Driver

SymbolicLink: \\?\{58fc88c6-c915-468e-8103-ee8139e5ebd9}#realsensevdsr300#1&1a590e2c&2&serialnumber-29ec560a#{e5323777-f976-4f5b-9b55-b94699c46e44}\global

Stream: 1 (0x0001)

YUY2 320x180 30.0-30.0fps (pitch 640)

YUY2 320x180 60.0-60.0fps (pitch 640)

YUY2 320x240 30.0-30.0fps (pitch 640)

YUY2 320x240 60.0-60.0fps (pitch 640)

YUY2 424x240 30.0-30.0fps (pitch 848)

YUY2 424x240 60.0-60.0fps (pitch 848)

YUY2 640x360 30.0-30.0fps (pitch 1280)

YUY2 640x360 60.0-60.0fps (pitch 1280)

YUY2 640x480 30.0-30.0fps (pitch 1280)

YUY2 640x480 60.0-60.0fps (pitch 1280)

YUY2 848x480 30.0-30.0fps (pitch 1696)

YUY2 848x480 60.0-60.0fps (pitch 1696)

YUY2 960x540 30.0-30.0fps (pitch 1920)

YUY2 960x540 60.0-60.0fps (pitch 1920)

YUY2 1280x720 30.0-30.0fps (pitch 2560)

YUY2 1920x1080 30.0-30.0fps (pitch 3840)

Device: 2 (0x0002)

FriendlyName: Intel(R) RealSense(TM) Camera SR300 Depth

SymbolicLink: \\?\usb#vid_8086&pid_0aa5&mi_02#7&29ec560a&0&0002#{65e8773d-8f56-11d0-a3b9-00a0c9223196}\global

Stream: 1 (0x0001)

YUY2 640x480 30.0-30.0fps (pitch 1280)

INVZ 640x480 60.0-60.0fps

INVZ 640x480 30.0-30.0fps

INVZ 640x480 10.0-10.0fps

INVZ 640x240 110.0-110.0fps

INVZ 640x240 60.0-60.0fps

INVZ 640x240 30.0-30.0fps

INVZ 640x240 10.0-10.0fps

INZI 640x480 60.0-60.0fps

INZI 640x480 30.0-30.0fps

INZI 640x480 10.0-10.0fps

INZI 640x240 110.0-110.0fps

INZI 640x240 60.0-60.0fps

INZI 640x240 30.0-30.0fps

INZI 640x240 10.0-10.0fps

INZC 640x480 60.0-60.0fps

INZC 640x480 30.0-30.0fps

INZC 640x480 10.0-10.0fps

INZC 640x240 110.0-110.0fps

INZC 640x240 60.0-60.0fps

INZC 640x240 30.0-30.0fps

INZC 640x240 10.0-10.0fps

INVI 640x480 200.0-200.0fps

INVI 640x480 120.0-120.0fps

INVI 640x480 60.0-60.0fps

INVI 640x480 30.0-30.0fps

PAIR 640x480 60.0-60.0fps

Device: 3 (0x0003)

FriendlyName: Intel(R) RealSense(TM) Camera SR300 RGB

SymbolicLink: \\?\usb#vid_8086&pid_0aa5&mi_00#7&29ec560a&0&0000#{65e8773d-8f56-11d0-a3b9-00a0c9223196}\global

Stream: 1 (0x0001)

YUY2 1920x1080 30.0-30.0fps (pitch 3840)

YUY2 1920x1080 10.0-10.0fps (pitch 3840)

YUY2 1280x720 60.0-60.0fps (pitch 2560)

YUY2 1280x720 30.0-30.0fps (pitch 2560)

YUY2 1280x720 10.0-10.0fps (pitch 2560)

YUY2 960x540 60.0-60.0fps (pitch 1920)

YUY2 960x540 30.0-30.0fps (pitch 1920)

YUY2 960x540 10.0-10.0fps (pitch 1920)

YUY2 848x480 60.0-60.0fps (pitch 1696)

YUY2 848x480 30.0-30.0fps (pitch 1696)

YUY2 848x480 10.0-10.0fps (pitch 1696)

YUY2 640x480 60.0-60.0fps (pitch 1280)

YUY2 640x480 30.0-30.0fps (pitch 1280)

YUY2 640x480 10.0-10.0fps (pitch 1280)

YUY2 640x360 60.0-60.0fps (pitch 1280)

YUY2 640x360 30.0-30.0fps (pitch 1280)

YUY2 640x360 10.0-10.0fps (pitch 1280)

YUY2 424x240 60.0-60.0fps (pitch 848)

YUY2 424x240 30.0-30.0fps (pitch 848)

YUY2 424x240 10.0-10.0fps (pitch 848)

YUY2 320x240 60.0-60.0fps (pitch 640)

YUY2 320x240 30.0-30.0fps (pitch 640)

YUY2 320x240 10.0-10.0fps (pitch 640)

YUY2 320x180 60.0-60.0fps (pitch 640)

YUY2 320x180 30.0-30.0fps (pitch 640)

YUY2 320x180 10.0-10.0fps (pitch 640)

Audio Devices

Device: 1 (0x0001)

FriendlyName: Réseau de microphones (BlasterX Senz3D VF0810)

SymbolicLink: {0.0.1.00000000}.{414350c2-0c52-4c5d-af4c-6f3732eece53}

Stream: 1 (0x0001)

FLOAT 2-channels 48000Hz

Device: 2 (0x0002)

FriendlyName: Réseau de microphones (Realtek(R) Audio)

SymbolicLink: {0.0.1.00000000}.{9b4f7beb-9129-4317-9597-165f9415656c}

Stream: 1 (0x0001)

FLOAT 2-channels 48000Hz

======Page: Module======

Intel(R) RealSense(TM) SDK Runtime version v2, 32-bit Installed Modules

Intel(R) RealSense(TM) Depth Camera Manager SR300

Intel(R) RealSense(TM) Camera SR300 Projection

Intel(R) RealSense(TM) SDK Runtime version v3, 32-bit Installed Modules

Intel(R) RealSense(TM) Depth Camera Manager SR300

Intel(R) RealSense(TM) Camera SR300 Projection

Intel(R) RealSense(TM) SDK Runtime version v4, 32-bit Installed Modules

Intel(R) RealSense(TM) Depth Camera Manager SR300

Intel(R) RealSense(TM) Camera SR300 Projection

Intel(R) RealSense(TM) SDK Runtime version v5, 32-bit Installed Modules

Intel(R) RealSense(TM) Depth Camera Manager SR300

Intel(R) RealSense(TM) Camera SR300 Projection

Intel(R) RealSense(TM) SDK Runtime version v6, 32-bit Installed Modules

Intel(R) RealSense(TM) Depth Camera Manager SR300

Intel(R) RealSense(TM) Camera SR300 Projection

Intel(R) RealSense(TM) SDK Runtime version v2, 64-bit Installed Modules

Intel(R) RealSense(TM) Depth Camera Manager SR300

Intel(R) RealSense(TM) Camera SR300 Projection

Intel(R) RealSense(TM) SDK Runtime version v3, 64-bit Installed Modules

Intel(R) RealSense(TM) Depth Camera Manager SR300

Intel(R) RealSense(TM) Camera SR300 Projection

Intel(R) RealSense(TM) SDK Runtime version v4, 64-bit Installed Modules

Intel(R) RealSense(TM) Depth Camera Manager SR300

Intel(R) RealSense(TM) Camera SR300 Projection

Intel(R) RealSense(TM) SDK Runtime version v5, 64-bit Installed Modules

Intel(R) RealSense(TM) Depth Camera Manager SR300

Intel(R) RealSense(TM) Camera SR300 Projection

Intel(R) RealSense(TM) SDK Runtime version v6, 64-bit Installed Modules

Intel(R) RealSense(TM) Depth Camera Manager SR300

Intel(R) RealSense(TM) Camera SR300 Projection

======Page: Installation======

======Page: Logging======

Thanks for your help !

Have a good day,
Thibaut

MartyG

July 04, 2019 19:58
Edited

The symptoms are typical of a power instability on the USB port, meaning that the camera can be detected but disconnects when streaming activates as the camera increases its power demands from the USB port. If trying the camera in a different USB port does not work (if you have another port), plugging the camera into a mains powered USB 3 hub instead of directly into the PC may help.

A way to test whether a USB power instability is the cause of your problem is to put a chargable device such as a smartphone or tablet on charge on the USB 2 port via a charging cable, and then insert the camera in the USB 3 port. Sometimes the camera will then work whilst the device is on charge, due to the PC providing the USB system with extra power for the charging.

T Batal

July 05, 2019 15:16
Edited

Using a chargeable device is an interesting tip, I didn't know that ; unfortunately it didn't work in my case...
My main powered USB3 hub didn't change anything neither, but maybe mine is declining, I have to find another one to test.

I noticed a possible cause of the problem in my Windows Devices manager, where I get :

Instead of (according to https://mtaulty.com/2016/04/30/windows-10-uwp-intel-realsense-sr300-first-steps/) :

To set up the cam, I first plugged it (otherwise DCM does not run), then installed DCM then the SDK and the viewer.

Did I miss a driver ?

Thanks.

July 05, 2019 15:48

Sometimes the RGB driver is placed by the computer in the 'Camera' section of the Device Manager instead of in Imaging Devices with the other drivers. So there can be differences in the driver locations between one PC and another, so that in itself is not something to be concerned about. Can you check your Camera section to see if the RGB driver is under that, please?

Since you do not have a missing Virtual Driver and have already tried a powered USB hub, my next suggestion would be to see if the Windows Troubleshoot tool can fix your problem. Details for using this tool are in a comment at the link below.

https://forums.intel.com/s/question/0D70P000006JugoSAC/i-have-a-intel-sr300-but-i-cannot-install-the-realsense-camera-sr300-virtual-driver

July 06, 2019 10:19

Great thanks, I'll be able to try on monday

July 08, 2019 22:48

Hi Marty,

You were right, the RGB driver is under the Camera section.

I tried the Troubleshooter, but mine is missing like with this guy : https://answers.microsoft.com/en-us/windows/forum/all/troubleshoot-hardware-and-devices/72f2c6cd-9755-4537-aa4e-85371d68ca93?page=1

I'm investigating on how to solve this troubleshooter problem ; I'm also investigating to update Windows (Windows insider program), but I'm currently out of space -> I have to wait for my new SSD to be delivered.

July 09, 2019 08:34

There is an indirect way to get to the Troubleshoot from the Control Panel's front page in Windows 10.

STEP ONE

Open the 'System and Security' section

STEP TWO

Under the 'Security and Maintenance' option, there is a sub-link called 'Troubleshoot common computer problems'

STEP THREE

Clicking on this link opens the 'Settings' window, which has a 'Troubleshoot' option in its list.

STEP FOUR

When the 'Troubleshoot' option is highlighted, scroll down the list of options on the right-hand side and left-click on 'Hardware and Devices', then the 'Run the Troubleshooter' button that appears.

STEP FIVE

Windows then does a general scan for any devices in your Device Manager that may have problems and tries to auto-fix them.

July 10, 2019 22:26
Edited

Yes, but the "Hardware and devices" item does not exist in my OS :

I received my new USB 3 hub ; it is powered with a usb-c port and connected to the barebone with a thunderbolt 3. The SR300 is the only device plugged to the hub.

As shown below, with this configuration the rgb stream works (1) ! But the coded light depth sensor does not work... Either I check the depth stream, the infrared 1 stream or both of them, when I play it makes a window trying to open (2), the camera to disconnect then the Viewer to close...

In the SDK Viewer Information, I noticed that both the 32 and 64-bits modules are set up for the SR300 ; is it normal? Sometimes having both architectures of a library provoke conflicts

July 10, 2019 22:49
Edited

Yeaaaaaah

I solved the problem : it was because of the wire that you provide with the camera ; I just used another one (from a USB3.0 mobile screen) and everything ran fine, even without using the usb 3.0 hub !

Thanks Marty :)

Have a good day,

Thibaut

July 11, 2019 05:51
Edited

Apparently Microsoft recently removed the 'Hardware and Devices' option from the Troubleshoot because they didn't think that people wanted to use it. Which caused many people problems because specific Troubleshoot options do not exist for the kind of hardware problem that they have.

https://answers.microsoft.com/en-us/windows/forum/all/why-is-there-no-troubleshoot-hardware-devices-in/c78af528-4b0c-47b6-89dc-4292bc1b80bb

I ran extensive tests with the RealSense Viewer with my SR300, which also suffers from disconnections. A workaround I found was to go into the 'Controls' options and decrease the Laser Power slider to '0' (instead of its default of '16'), and then start the streams. With this method, I was able to consistently stream both depth and IR at the same time.

During streaming, if the slider is increased then the camera disconnects. This would seem to suggest that there is a certain threshold of camera power draw beyond which the camera can cut out if the camera is not being supplied with enough power.

July 11, 2019 05:52

I'm very glad you were able to find a solution for your problem by changing the cable. :)

SR300 detected but not working from Intel tools

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