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RealSense Camera issue on Envy m7-n109dx

idata
Employee
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The problem is not spotted by Hp diagnostics, and is also not reported in Device Manager, only the RealSense training software loops with the message: "Come closer, I can't see you", and I just see a black screen with sporadic white spots when moving my hands in front of the camera. I have checked installation, troubleshooting forums and support from Microsoft, Hp and Intel. Following instructions I have tried restarting the computer, uninstalling and reinstalling the software (both previous and current versions), reverting and updating device drivers, and even resetting to factory image (Win 10 Home) with no positive results. This is really frustrating! Based on all the steps I have tried, this looks like a hardware malfunction. Is there a problem with the IR? No projector light turns on when the led is lit and the regular webcam is ok.

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idata
Employee
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Hello Wil2015,

 

 

I'm sorry that it took me some time to come around to this post and be able to help you.

 

 

Just checking – this is how you can set up your Intel® RealSense Camera:

 

http://www.intel.com/content/www/us/en/support/emerging-technologies/intel-realsense-technology/000016725.html http://www.intel.com/content/www/us/en/support/emerging-technologies/intel-realsense-technology/000016725.html

 

 

Please download the driver related to your Intel® RealSense:

 

https://software.intel.com/en-us/intel-realsense-sdk/download https://software.intel.com/en-us/intel-realsense-sdk/download

 

 

Please run Windows updates just to make sure you have the DCM package installed and restart your system or you can download the https://downloadcenter.intel.com/download/25044/Intel-RealSense-Depth-Camera-Manager Intel® RealSense™ Depth Camera Manager.

 

 

If the information provided above does not work, please reinstall the INF driver from your system manufacturer and restart your system, you can download the driver here:

 

http://support.hp.com/us-en/drivers http://support.hp.com/us-en/drivers

 

 

Please be aware that for some systems, sleep mode or hibernation can cause devices to behave erratically, especially when the computer has not been rebooted for several days. If you start, seeing issues with the camera not being found or working erratically, reboot your computer so that the OS can dispose of unused resources.

 

 

As a rule, make sure that the objects interacting with the camera are within arm's length.

 

 

Rapid hand and body movements can be difficult to capture. If you start seeing issues with the app, slow your movements down.

 

 

Close the Camera application and restart it.

 

 

 

Regards,

 

 

 

Ivan

 

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idata
Employee
270 Views

Hello,

 

 

I was reviewing this thread and I would like to know if you were able to resolve your problem or if you need further assistance.

 

 

 

Ivan.
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idata
Employee
270 Views

Took the machine to a service shop. I do not believe this is a software issue because it did not work even after resetting the computer to factory image.

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idata
Employee
270 Views

Thanks for the information Wil2015 , was the machine fixed at the repair shop? If not, is the computer still under warranty? If yes, try to get a replacement for the unit.

 

 

 

Ivan.

 

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