my sr300 suddely stopped working
Hello good day, i purchases the Intel realsense sr300 sometimes last month, and from the get go, the camera works perfectly well for the purpose i had purchased it for, until yesterday, i just suddenly stopped working, I followed the instructions on how to troubleshoot it on the Intel support pages nothing seems to work, once I launch any applications that is associated with the camera all I hear is the disconnecting and connecting sound, the sensors flash briefly and goes off, I have to put a gold on the project I was working on because I can't continue without it, please I really need to get this camera working as soon as possible.
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When an SR300 works for a while and then suddenly stops working one day, it often happens at the same time as an update to Windows having been installed. If an update to Windows has occurred during the past day, removing the update may help. The process for checking updates and removing them is shown in the image below.
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It has been 2015 since I have seen cases with the Capture Viewer application. It was around when the original RealSense camera launched! I researched those old cases. My recollection, backed up by the old posts, is that the 301 error (error in upstream components) is related to a problem with the USB port.
In the SR300's history, there have been a number of cases of 'worked fine until yesterday', where the camera worked correctly and then suddenly didn't, producing the kind of disconnections that you are experiencing.
I found a workaround recently for disconnections on the current RealSense SDK 2.0 software, which is compatible with the SR300. By reducing the value of the 'Laser Power' option, the camera was able to connect and run multiple streams, but disconnected as soon as the Laser Power was raised above a certain level.
If your project uses the old Windows SDK from 2015 / 2016, it may be possible to put this fix into your project by changing the Laser Power using that SDK's function for doing so.
Ideally though, we want to confirm whether the Laser Power is indeed the problem. If you could run the 'RealSense Viewer' application of RealSense SDK 2.0 with your SR300 and adjust the Laser Power option in that program, this would provide quick confirmation of whether reducing Laser Power would fix the problem with your camera.
A pre-built 'binary' executable version of the RealSense SDK 2.0 can be downloaded from the page in the link below.
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thanks a lot MartyG, i appreciate your assistance to make sure i resolve this issue, will go through the workarounds and let you know what i come up with. thanks
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The error you showed in the RealSense Viewer can be caused by Windows having changed the camera's privacy settings to block access to the camera. Please check that the permissions to access the camera are set to On using the information below.
Type 'privacy' into the text box at the bottom of your Windows screen (next to the button where you shut down the PC) to find the Privacy Settings window and select 'Camera' from the side-panel. Check that 'Allow access to the camera on this device' is set to On, and that 'Allow apps to access your camera' is also set to On.
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I have experienced this error before with the RealSense Viewer when I could not establish a connection with the SR300. The connection problem is intermittent though, and today is a day where my SR300 is working and so I cannot replicate this error right now, unfortunately. The often intermittent nature of connection problems with the SR300 makes them difficult to diagnose.
I still believe it is likely to be a USB issue. I understand how frustrating it must be to not know whether you can rely on the camera working when you need it to during work on a project.
Running through my list of things to try, the next suggestion I would make is to check the Windows Device Manager to see which drivers you have listed there. A common setup is to have a 'Depth' driver and a 'Virtual Driver' listed in the "Imaging Devices" section of the Device Manager. If there is a problem in this section (e.g a faulty depth driver or a missing Virtual Driver) then this could prevent camera connection from occurring. There have been cases where the Virtual Driver has spontaneously disappeared, breaking the operation of the camera.
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This has how my device manager has always been, honestly i am tired and exhausted, i have been at this for almost 7 days now, tried all i could, not fix. i am about to put a hold on the project, refund my client, because i can go on without this camera, i only have one more try before i throw it in the bin, i am equally thinking it might be a USB power issue, so i have looked up some external powered USB 3.0 with i will purchase and have a last try with this camera. i hope that works, if not. that's the end of the line, thanks for you time and audience, i really appreciate.
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I'm very sorry for the trouble that you have experienced with your SR300. When it works well, it is great. If you are unlucky enough to experience problems though then it can indeed be a lengthy and frustrating process to fix. Intel worked with Microsoft for months to try to develop a solution, but it was not possible to create one single solution because the problems did not have a single consistent source.
An interesting note is that in the new release of RealSense SDK 2.0 that is coming up soon, they are apparently changing the recommended firmware of the SR300, from 3.10.10.0 to 3.26.1.0. This might be related to the new SR305 camera model that has just been released. 3.26.1.0 was already available in 2017, so it suggests that maybe they found that this firmware is more stable than 3.10.10.0. Perhaps a download link for 3.26.1.0 will accompany the new SDK version release.
https://github.com/IntelRealSense/librealsense/commit/01268a412ee71de25661d285af09c03d73fa558f
Occasionally it has been possible to replicate the effects of a mains powered USB hub without buying one, by putting a device such as a smartphone or tablet on USB charge in a USB 2 port whilst it is turned off (so that charging begins) and then attaching the SR300 to the USB 3 port after that. It does not work often these days, but it has helped sometimes.
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Hi, good news, i finally got it working on the Real sense viewer, my anti virus was blocking the camera, though it still fails to start up on other applications, like windows hello, but now i have a strong feeling i would be able to solve this problem, the viewer indicated an error with a link to upgrade my intel driver.
am gonna update it and keep you posted.
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Assuming that the RealSense Viewer is using its default Laser Power setting of full power, this would suggest that the problem with the old SDK is not related to the USB port. Otherwise, you might have to reduce the Laser Power's level before the camera started working with the Viewer.
It also would not be an incompatibility with your computer's processor chip, since the camera was working fine for a while until the day that it stopped working.
A difference between the old SDK and the current one is that the old SDK used a program called the SenseManager to manage connection / disconnection, whilst the current SDK does not use the SenseManager. This could suggest an issue with the SenseManager in the old SDK on your computer.
https://software.intel.com/en-us/node/724840
Before trying to uninstall and reinstall the old SDK, you could try the RealSense testing tool called the Camera Explorer to see if it can access the camera. If you type 'camera explorer' into the text box at the bottom of your Windows screen, you should hopefully be able to find the tool.
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My recollection is that the SenseManager deals with connections once a RealSense application is run. So it is probably not the SenseManager with the problem if the Camera Explorer tool cannot detect it.
If the camera can work with the RealSense Viewer then the camera drivers and the firmware driver are likely fine.
I never confirmed with you which version of the old SDK you are using. Since SR300 support was not introduced until later SDKs ('2016 R1' onwards, I believe), you are probably using '2016 R2' or '2016 R3', yes?
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We can be fairly confident that it is not a driver issue, since the camera can function with the RealSense Viewer. This suggests an issue related to the '2016 R3' software and associated tools (which use a totally different software architecture to the current SDK that works with the camera). It seems that with each new Windows 10 version, the chances of that old software continuing to function correctly with Windows reduces, especially as Intel no longer update the 2016 SDK..
Is there any possibility of migrating your project to the current SDK and replicating what your project does in it?
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I was able to successfully simulate the Camera Explorer not recognizing the camera if I disabled the SR300 Depth driver in the Device Manager. When the driver was re-enabled, the Explorer detected the camera again. Re-disabling the Depth driver lost the detection. I was able to repeat this pattern continuously.
Could you go to the Device Manager, find the SR300 Depth driver in the "Imaging Devices" section and then right-click on it and select "Enable Device" from the menu, please, and see if that makes a difference?
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If the start-up problem is occurring when you restart the camera after having already started and stopped it before, it may be that the problem is occurring because the camera was not properly shut down the last time that it was in use. The chances of a shutdown problem occurring increase if you are running a program that turns the camera on and off frequently, or if you are manually starting and stopping a stream frequently.
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We found the issue. The issue is related to the specs of the USB cable. RealSense is rated at 2 Amps and most of the USB cables on the market are rated for 0.9 Amps. The moment we switched to a cable rated at 3 Amps, the issue went away. We have stress tested it with the new cables and we couldn't break the system, so far it's been robust. One more thing we did is to make sure to not have to use extension cables, so we have custom ordered 3 Amp USB C to USB A cables from Newnex for our needs.
Some good cables to look for:
https://www.amazon.com/gp/product/B076CV7MPB
https://www.newnex.com/usb-type-c-cables-legacy.php (Look for power delivery 3 A)Don't order general purpose cables like CableMatters or AmazonBasics, examples below:
https://www.amazon.com/gp/product/B00DMFB5OK
https://www.amazon.com/gp/product/B01GGKYR2O
That's the error i get when i try to run any of the streams, the camera just keeps connecting and disconnecting one i try to lunch any application associated with the camera
this is the error i got
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