RealSense™ Troubleshooting

The Intel® RealSense™ SR300 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 SR300" devices appearing in the "Imaging devices" category of your Device Manager:

Device Manager

If your camera is connected and you don't see these 3 devices, please follow the instructions below to re-install the Intel® RealSense™ SR300 camera driver.

Re-install camera driver

To fix an erroneous Intel® RealSense™ SR300 camera driver installation, make sure your camera is plugged-in and follow these steps:

  1. Uninstall all "Intel® RealSense™ Camera SR300" devices appearing in the "Imaging devices" category of your Device Manager. Check the "Delete the driver software for this device." checkbox before you click the "Uninstall" button:

    Uninstall RealSense devices

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

  2. When you no longer see any "Intel® RealSense™ Camera SR300" 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 SR300" devices, try installing the driver manually by downloading and running the "intel_rs_dcm_sr300" version of the Intel® RealSense™ Depth Camera Manager.