Items with no label
3335 Discussions

SR300 is not working(is not recognized) with Camera Explorer

MJOVI1
Beginner
1,572 Views

Dear Intel Assistance service. I am just having the same issue as for Camera SR300 Virtual Driver vs Camera SR300 RGB

-->[Problem Description]

I am not sure if this is a known issue to Intel as I had already connected USB_ Webcam, and afterwards I did connect SR-300 camera. Please have a look to https://software.intel.com/en-us/forums/realsense/topic/609660

Dear Intel Assistance service. I am just having the same issue. However, this is my story. I initially did only have USB3 port connected to SR-300 Camera that were working fine for couple of weeks. Afterwards, I had to do some experiments with USB cam only, so I worked on it. However, when I finally switched back to SR-300 camera, SR-300 driver could not be recognized.

Exactly, SR Virtual Driver for the Intel® RealSense™ Camera SR300 as indicated here https://www.intel.eu/content/www/eu/en/support/emerging-technologies/intel-realsense-technology/000023694.html

does not appear. I didn't find a solution way by reinstalling the SR-300 driver couple of times thus I need a reply from your assistance service. 

-->[Windows OS Information: Settings->System->About] 

Windows: 10Pro / 64 Bit

ver: 1703

OS Build: 15063.332

Processor: Intel(R) Core(TM) i7-5820k CPU @ 3.30 Ghz 3.30

RAM Memory: 32 Gb

-->[I tried to do the following ]

(1)update the USB drivers for the chipset and

(2)also reinstall the DCM, and

I also (3) collect all the installation logs (from the DCM installation) from these directories and attach them to you.

-->[Others]

Also, SR300 is also not working(is not recognized) with Camera Explorer. I have already tried uninstalling and reinstalling both the DCM as well as and SDK for couple of times, but it did not work.

Currently I have SDK runtime 10.0.26.0396 and SR 300 DCM 11.0.271384

0 Kudos
3 Replies
idata
Employee
212 Views

Hello Mladen,

Unfortunately, this is a known issue that we are aware, and we are working on this to fix it, we will communicate the solution when it is available, hopefully soon. Check this post: /community/tech/realsense/blog/2017/04/07/windows-10-creators-update-build-15063-is-not-compatible-with-intel-realsense-sr300-camera-driver https://communities.intel.com/community/tech/realsense/blog/2017/04/07/windows-10-creators-update-build-15063-is-not-compatible-with-intel-realsense-sr300-camera-driver

Nevertheless, there is a community member that was able to solve this in this post: /thread/113973 https://communities.intel.com/thread/113973, this is not an official solution but it can be very helpful for you.

We really appreciate your patience.

Regards,

 

Leonardo R.
0 Kudos
MJOVI1
Beginner
212 Views

@Leonardo R.

First of all thank you for unexpectedly fast answer. It seems like your colleague Jesus Garcia Intel® RealSense have already provided sort of "better" answer to this question at

https://communities.intel.com/community/tech/realsense/blog/2017/04/07/windows-10-creators-update-build-15063-is-not-compatible-with-intel-realsense-sr300-camera-driver https://communities.intel.com/community/tech/realsense/blog/2017/04/07/windows-10-creators-update-build-15063-is-not-compatible-with-intel-realsense-sr300-camera-driver

That is, if I were you, I d provide the above answer. I also suggest you to keep working closely with him on this issue until you come up with a solution.Now couple of harsh comments to your answer.

(a)"Unfortunately," --> yes I see it as a very unfortunate and I am a sort of disappointed to face this situation. It s business and our expectations from your side are rather high. Right ? We pay for your product(s) thus we expect the service for that.

(b)"this is a known issue that we are aware," --> I am not quite sure how aware(at least based on what I read from your answer) you are/were or will be of the problem I mention, as the answer you provided me was a sort of misleading.

(c)"and we are working ******* this to fix it," --> any concrete dates / deadlines from today and hopes for this ?

(d) "We really appreciate your patience." --> does not help, honestly.

As mentioned, our team is in a hurry to finish soon the project we are working on and do not really or we will fall behind schedule... I also gave yesterday phone call to Intel Support Center in Tokyo and was very disappointing that all they could do is to redirect us to the net information. Hard to image such kind of support.

So, as Jesus Garcia @ Intel points out, "Intel RealSense engineers are working on this issue and we will communicate the solution when it is available." I do really hope you (I mean Intel) do understand the seriousity of our problem and get back to us ASAP. Until then, Best Regards, Mladen, JOVIC

0 Kudos
MJOVI1
Beginner
212 Views

@Intel Sorry to bother you but was just wondering if any progress so far on this issue ?

Regards M

0 Kudos
Reply