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RealSense F200 only stays active for a few seconds at boot up

JGall6
Novice
2,316 Views

Running Windows 10 (clean build) and my real sense camera only stays on for a few seconds once windows boots. If I happen to be sitting at my desk it will log me in using Windows Hello, but if I am not in its frame it shuts down and I am forced to use a pin or password. If I log out Windows still says "looking for your" but the camera never comes back on. I can go into setting/accounts/sign in options/windows hello/ select improve facial recognition but the camera still doesn't come back on. I believe i am running the latest version of the DCM (intel_rs_dcm_f200_1.4.27.41944) and have uninstalled and reinstalled with reboots and camera pluged in several/ times. Any suggestion would be appreciated.

14 Replies
JDavi17
Beginner
812 Views

Have you tried launching your operating system in safe mode? This can be done by hitting F8 at windows boot screen, and using the arrow keys and enter to make your choice of safe mode.

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JGall6
Novice
812 Views

The issue isn't actually logging into the machine but having Windows Hello function for more then a few seconds during initial boot up.

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IUman
Honored Contributor II
812 Views

Hello jdpg2,

Let me ask you the following:

Did the camera work before and then failed or it never worked?

Please provide me with your computer model.

Do you have the latest BIOS version installed in your system? If not you can try updating the BIOS in your system to the latest version.

Does this camera comes already built-in or you purchase a separate camera with USB?

Try following the steps shown here:

http://www.intel.com/support/peripherals/smartdevices/rs-camera/sb/CS-035718.htm http://www.intel.com/support/peripherals/smartdevices/rs-camera/sb/CS-035718.htm

Please let me know.

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JGall6
Novice
812 Views

Hello Ivanu_intel

This is a new machine I custom built custom built (see specs bellow). Running a Intel(R) RealSense(TM) 3D Camera (Front F200). The camera works fine for about 5 seconds on boot up but then shuts off.

Regards

jdpg2

Intel Core i7-5960X Extreme Edition, 4455 MHz (35 x 127)

Asus Rampage V Extreme (1 PCI-E x1, 5 PCI-E x16, 1 M.2, 8 DDR4 DIMM, Audio, Gigabit LAN, WiFi)

Intel Wellsburg X99, Intel Haswell-E

32640 MB (DDR4-2133 DDR4 SDRAM)

BIOS 1701 AMI (08/14/2015)

NVIDIA GeForce GTX TITAN X (12 GB) x 2 SLI

Asus ROG PG278Q [27" LCD] (# ASNkNvloxMPd)

Samsung SSD 850 PRO 1TB (1024 GB, SATA-III)

Samsung SSD 850 PRO 512GB (512 GB, SATA-III)

HL-DT-ST BD-RE WH12LS30 (12x/2x/10x BD-RE)

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IUman
Honored Contributor II
812 Views

Please disconnect all of the peripherals you have connected to the USB ports. Make sure you have connected just the keyboard, mouse and RealSense Camera. Please try connecting the keyboard and mouse to the USB 2.0 ports, and use only the RealSense camera in the USB 3.0 port.

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JGall6
Novice
812 Views

With only the keyboard and mouse connected to USB2.0. The F200 is connected to a dedicated USB 3.0 Port per pdf release notes. Behaver is like this

  • @ boot up :Camera only turns on for a few seconds (maybe 5) and then shuts off - if I catch it before it shuts down, Windows Hello works and logs me in without issue.
  • After "Sign out" : "Windows Hello" says its looking for me but camera is OFF and never turns on - only way to log in is via PIN
  • After "Lock" : "Windows Hello" says its looking for me, camera turns ON after a few seconds and stays indefinitely or on until I show it my face.(this is the only scenario that appears to be working as expected)

Not sure what else we can do here, I think it must be driver issue but I don't see anything like this listed in the release notes. Needless to say its very frustrating.

Regards

Jdpg2

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Jorge_I_Intel
Employee
812 Views

Hi Jdpg2,

This forum is primary for those end users with the camera integrated in their systems. Have you tried the Developer support forum for the camera here: https://software.intel.com/en-us/forums/realsense https://software.intel.com/en-us/forums/realsense

Apparently some people have ran into similar issues:

https://software.intel.com/en-us/forums/realsense/topic/543429 https://software.intel.com/en-us/forums/realsense/topic/543429

https://software.intel.com/en-us/forums/realsense/topic/585139 VF0800 3D Camera not working correctly with Win 10 Pro

Perhaps the camera is not getting enough power from the USB port you are using.

Regards,

Jorge

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JGall6
Novice
812 Views

I don't believe that is the issue since when I "Lock" the pc the camera stays on. I don't imagine that the power from the usb port is different during boot, lock and sign out.

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Jorge_I_Intel
Employee
812 Views

Have you tried running the latest windows update? I have some issues related to Windows Hello being fixed with the latest windows update.

Jorge

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JGall6
Novice
812 Views

Hi Jorge,

Yes I have run all updates. Today I figured I would give it another try and I found a behavior that is strange from my prior attempts. Only after I install the realsense dcm does the camera behave the way it should (install with no reboot). Meaning if I lock the pc the camera stays on and active until I show myself and when I put the pc to sleep, when it wakes up the camera stays active until I show myself. All of this works perfectly until I reboot the machine after the install. Then it goes back to the same behavior. Camera only activates for a few seconds and boot up and doesn't bother turning on during a lock or sleep wake up event.

So the question is, what is happening after a reboot that isn't happening after the software is first installed?

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Jorge_I_Intel
Employee
812 Views

Hi John,

Have you tested the camera with any of the apps from the here: https://appshowcase.intel.com/en-us/realsense Intel® RealSense™ App Showcase

Perhaps try it with the Lego game or the or the Warrior Wave game.

I am trying to isolate if there is an issue with the camera, DCM, the OS or the Windows Hello feature.

Also, can you share a screen shot of your configuration for Windows Hello?

Have you posted your issue in the Microsoft forums?

http://answers.microsoft.com/en-us/search/search?SearchTerm=Windows+hello+camera&IsSuggestedTerm=true&tab=&CurrentScope.ForumName=&CurrentScope.Filter=&ContentTypeScope=# ////1 http://answers.microsoft.com/en-us/search/search?SearchTerm=Windows+hello+camera&IsSuggestedTerm=true&tab=&CurrentScope.…

I am trying to figure out if other have had the same or similar issue, and have posted to Microsoft forums.

A quick search on the Microsoft forums about Windows Hello and Camera, gave me long list of issues/questions.

Jorge

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JGall6
Novice
812 Views

Hi Jorge,

I tried a few app from the showcase and all worked fine. As I posted earlier, the camera works perfectly right after install as long as I DONT reboot the pc. Once I reboot the pc the camera ceases to function except for those few seconds when windows fist starts after the reboot. I am really confused at this point, what is working/running after install that fails to start/work after reboot.

Thanks

John

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JGall6
Novice
812 Views

This looks to me like a driver/service issue.

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Jorge_I_Intel
Employee
812 Views

Are you saying that after rebooting, the camera doesn't work properly anymore even with different apps?

Or when you reboot, Windows Hello doesn't work properly?

Have you check with Microsoft?

Jorge

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