Windows® 10 Issues with Intel® RealSense™ Cameras SR300 and F200

Documentation

Troubleshooting

000026184

08/28/2018

What are you seeing?

After updating Windows® 10 to a newer version, the following functions stop working with your camera:

  • Windows Hello
  • Windows Apps for Intel® RealSense™
  • Intel® RealSense™ SDK for Windows

Why are you seeing it?

The Depth Camera Manager (DCM) driver for the Intel® RealSense™ Cameras SR300 and F200 don't always work after a Windows® 10 update to a newer version.

How to fix it

The instructions below use the Intel® RealSense™ SR300 camera as an example. If you have an Intel® RealSense™ F200 Camera, substitute all instances of SR300 with F200.

  1. Go to Device Manager.

    Device Manager

  2. Under Imaging devices, uninstall these drivers in the following order:
    • SR300 Virtual camera.
    • SR300 Depth camera.
  3. Under Camera Devices, uninstall this driver:
    • SR300 RGB camera
  4. Under Universal Serial Bus devices, uninstall this driver:
  • SR300 Device
  1. Download the driver, select the file named intel_rs_dcm_sr300_3.3.27.5718.exe.
  2. Open a command prompt window, and go to where the .exe file is located.
  3. Run the following command:

intel_rs_dcm_sr300_3.3.27.5718.exe --ignore-fw-update --silent --no-progress --acceptlicense=yes

Additional troubleshooting

Troubleshooting steps

See the troubleshooting steps for Intel® RealSense™ Camera Driver Installation.

    Provide driver installation logs

    Provide your logs to Intel Customer Support, if the driver doesn't install correctly when you:

    • Install drivers for your Intel® RealSense™ Camera
    • Run applications for your Intel® RealSense™ Camera

    To collect and provide installation and execution logs to Intel Customer Support:

    1. Capture and send a screenshot of the DCM installation error.
    2. Zip the full contents of these log directories:
      • %temp%\micl_tmp_%username%
      • %windir%\Temp\micl_tmp_SYSTEM
      • %windir%\INF\setupapi.*
      Note %TEMP% is typically C:\Users\<username>\AppData\Local\Temp. In addition, %windir% is typically C:\Windows.
    3. Attach the zip file and screen shot to the service ticket or RealSense Community post.