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RealSense™ Troubleshooting

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Note

This troubleshooting page applies to both the SR300 and F200 models of Intel® RealSense™.

The Intel® RealSense™ camera must be plugged in to an SS USB 3.0 port:

RealSense USB Port

Note that sometimes, the SS USB 3.0 port is colored blue and the power USB 3.0 port is colored gray/black.

Tip

On some machines, the RealSense™ camera can only be detected when connected through a USB 3.0 hub with an external power supply.

You should see 3 Intel® RealSense™ Camera devices appearing in the Imaging devices category of your Device Manager:

Device Manager SR300F200

If your camera is connected and you don't see these 3 devices, please follow the instructions below to re-install the Intel® RealSense™ camera driver. Otherwise, if the camera is plugged in to the right port, the drivers are installed correctly and the Gestures Service is still displaying snow in the "Image" section, try Troubleshooting Connectivity and Power Issues with Intel® RealSense™ Cameras.

Re-install camera driver

To fix an erroneous Intel® RealSense™ camera driver installation, make sure your camera is plugged-in and follow these steps:

  1. Uninstall all "Intel® RealSense™ Camera" devices appearing in the Imaging device category of your Device Manager. Check the "Delete the driver software for this device." checkbox before you click the "Uninstall" button:

    Uninstall RealSense devices SR300

    Uninstall RealSense devices F200

    If you are suggested to restart your machine, agree and proceed with the instructions.

  2. When you no longer see any "Intel® RealSense™ Camera" devices, click the "Action" menu and choose "Scan for hardware changes":

    Scan changes

    Your camera will be detected by Windows Update and the latest driver will be downloaded and installed. Please be patient, as this process may take up to 5 minutes.

    To verify that a new driver is currently being downloaded and installed, inspect your Task Manager, looking for the "Intel® Software Setup Assistant" processes:

    Task Manager Intel Setup

  3. Once the driver is installed, restart your machine.

  4. If, at this point, you still cannot see all 3 "Intel® RealSense™ Camera" devices, try installing the driver manually. Download and run the Intel® RealSense™ Depth Camera Manager setup. Make sure to select the appropriate version for your model - either "intel_rs_dcm_sr300" or "intel_rs_dcm_f200".