Issue with camera on Windows 10 for Windows Hello

Issue with camera on Windows 10 for Windows Hello

On build 101240 of Windows 10 using 1.4 of the drivers and it seems I am having issues with the camera.  Tried this on two MBs, one Z87 and one Z97 - both same issue.   I am using USB 3.0 on both. 

Using something like Skye or even some of the tools in the SDK the camera seems to be fine. 

Other's I know have no issues.

Any thoughts?

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It takes a later versions of Win 10....I want to say 260 but I could be rememering wrong

No, build 101240 if the build that MS is sending to OEMs and I know of others that have the camera on this build and it works fine.  Also, I have tried it on Samsung laptop that I have with the same build and it works fine there. 

It just seems to have an issue on my desktop.  I am resetting Windows right now to see if that might clear it up.

I too am having this issue!

 

Using Windows 10 10240, DCM 1.4, SDK 5.0.3.187777 - uninstalled all old packages and installed both clean - including new firmware.

What's interesting is that while the screen is distorted, I can sometimes get the camera to detect my face and enroll me - but sign-in still doesn't work.  I see the camera initialize at the lock screen, but it doesn't log me in.

 

I have been doing consecutive updates to Win10 for a while now, so it's possible it may be internal settings, but I'm guessing not.

Yeap, I'm using Windows 10 10240, SDK 5.0.3.7777 and DCM 1.4.27.24669. The CPU is a 4710MQ.

It works fine. I tried on the Intel SDP ultrabook with the same versions and it works there too.

I hope resetting Windows solves your issue, Windows Hello is really cool!

 

 

 

A reset did not solve the issue, same issue and I'm on v1.4.27.30007 of the drivers.  As mentioned, the camera works fine in Skype and using some of the sample tools in the SDK.  Issue is just Windows 10 on the Setup screen.

I even installed the Warrior Wave game and it seems the camera works fine there, https://downloadcenter.intel.com/download/24334/Warrior-Wave-Game-for-Intel-RealSense-3D-Camera.

 

I was using Build 101240 of Windows 10 and now using the latest update, coupled with i5 First Gen processor and using DCM v1.3.20.55679 and Offline SDK r3 v5.0.3.187777. Worked fine in both cases. Also based on the screenshot you sent, I think it's an issue with the camera itself rather than the Windows build's software. Whatever the case, try updating the Windows 10 Build and/or test it on some other laptop/desktop.

I would think it's an issue with the camera too, but like I said the camera works fine in Skype and using the tools in the SDK.  Also, I tried the camera on a Samsung laptop with Windows 10 10240 on it and it worked fine there too.   So, it is something with the either my video card drivers, Nivida, latest drivers for Windows 10, Windows 10 itself or the Intel drivers on my chipset/cpu.

I even changed my MB from the Z87 chipset to the Z97 chipset and from MSI to ASUS and still the same issue.

Other thing I have noticed, is when the system comes out of sleep I get the "looking for you" icon, but the camera is not activated, so thinking it is more Intel driver issue related.

So, seems other are having the same issue.  Also, the other thing that people are noticing is that the camera does not work when the system comes out of Sleep/Resume.   Works fine after a reboot, but not sleep.

Quote:

Todd S. wrote:

So, seems other are having the same issue.  Also, the other thing that people are noticing is that the camera does not work when the system comes out of Sleep/Resume.   Works fine after a reboot, but not sleep.

That is an issue with the Depth driver that you installed. The dcm one. So if you're able to relate the problem you are getting with the driver, then whenever this issue happens either:
1) Restart it.
2) If that does not work, then Uninstall driver->Restart->Install again->Restart. 

I've reinstalled the driver multiple times.  Still same behavior.  I turned off "Allow sleep" on all USB hubs in Device Manager and that works 50% of time.  But overall, the camera/drivers just do not work with my setup which is all standard Intel based, i7-4770K Cpu, Z97 Asus MB (also failed on z87 MSI MB).

Intel/Creative need to update their drivers and work closer with MS for testing.

Update:

Updated drivers to 1.4.27.32425 and some progress, but new issues:

1. Now the microphone no longer works.  Shows as not available.  In Device Manager, shows installed as Creative VF0800 but you cannot configure it or set it up, says not working.

2. In Windows Hello I can now see myself, but only a BW image.  Seems the color camera is not working, but does work in Skype (however, microphone does not).   However, it seems I cannot setup Windows Hello as I cannot get the camera to complete, it just keeps going between "Center yourself" and "Look at Screen" - no matter which position I put myself in.

Having issues uploading image, can see it at http://1drv.ms/1CY5d1T

 

 

 

Only just seen this thread but it looks like I've just joined the club as to having the issues with Hello failing. Brand new PC here with main specs as:

  • Processor (CPU): Intel Corei7 Quad Core Processor i7-4790k (4.0GHz) 8MB Cache
  • Motherboard: ASUS® MAXIMUS VII HERO: RoG, PCI-e 3.0, SATA 3.0, USB3.0 (Z97 Chipset)
  • Memory (RAM): 16GB KINGSTON HYPER-X BEAST DUAL-DDR3 2133MHz X.M.P (2 x 8GB)
  • Graphics Card: 4GB NVIDIA GEFORCE GTX 980 - 1 DVI, 1 mHDMI, 3 mDP - 3D Vision Ready

If I use the older 1.4.27.30007 kit I get a corrupted image in the Hello configurator, with 1.4.27.32425 I get a blank image (see other post just made).

Same as with others the camera works perfectly in Skype.

Windows 10 build is 10240, up to date with patches, drivers, BIOS updated, "Allow sleep" on all USB hubs in Device Manager, etc.

I'll test it on my Surface pro 2 tonight, but really want it for the main PC as that is the machine which gets the heavy usage.

Really hope that Intel can work with Microsoft to get these issues resolved.

 

 

I'm also having an issue with the F200 camera setting-up Windows Hello Face sign-in.  Using Windows 10 build 10240 with the latest updates. Version 1.4 of the DCM on a Dell Venue 11 Pro with an i5-4210Y processor. When I enter the Face sign-in setup, the camera does not turn on. The Warrior Wave application installs fine but won't turn on the camera when you start the game. Reinstalling the drivers does not fix the problem.

The camera works fine with other applications such as the Camera app and Skype.

 

Well the camera works with Skype, as can be seen here:

But if I try to install the game I get:

So to me this has to be an issue that the relevant drivers are not installing properly.

Attachments: 

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Downloadimage/jpeg skype.jpg46.9 KB

Well more experimentation and I moved things forward a little as I posted here:

http://www.smartphonegurus.com/forums/topic/19073-review-intel-realsense...

But I still can't get past the 'grey image' issue or get reliable recognition from 3 feet away from the camera.

So, for this has been pretty worthless and just doesn't work.  90% of the time the camera does not activate, no color as mentioned and the fact that this unit really doesn't work on a desktop setup due to short field of vision, makes for a waste of $99 for now.

On top of that the color camera pretty much sucks even though they say it is 1080x1920 it is a horrible image.

I have to agree, for me no problem with the camera activating, but no colour, no way to zoom the detected image so that it can at a decent distance from the PC, i.e. on top of the monitor.

The colour webcam image seems okay to me, but adjusting the image does not work very well to improve it.

I'm just hoping that once Win 10 gets a formal release in 2 days time that Intel work to fix all these issues. With the official release on Win 10 being so close I'd expect Intel to be releasing new drivers at a great rate of knots to fix the issues.

So my $165 (camera, carriage, and import duty) might work one day but I'm not holding my breath.

I just wish all the reviewers out there had been more honest concerning their thoughts on the performance of the camera - I can't believe nobody had any of the issues we are seeing.

Quote:

Daron B. wrote:

Well the camera works with Skype, as can be seen here:

But if I try to install the game I get:

So to me this has to be an issue that the relevant drivers are not installing properly.

It happened with my Lenovo All in One PC a couple of times (specs matched with minimum specs of the Camera), that it did not detect the camera even after plugging it. In my case, after restarting and plugging in and out the camera a couple of times, helped. Worst come worst follow these 4 steps:
1) Uninstall driver
2) Restart
3)Install Driver
4) Restart

This will surely work.

Quote:

Daron B. wrote:

Well more experimentation and I moved things forward a little as I posted here:

http://www.smartphonegurus.com/forums/topic/19073-review-intel-realsense...

But I still can't get past the 'grey image' issue or get reliable recognition from 3 feet away from the camera.

If you look at this link, you'll see that they have written upto 1.2 meters. 
https://software.intel.com/en-us/blogs/2015/01/19/face-tracking-using-th...

3 feet is good enough if you ask me, but nonetheless try adjusting the lighting and other factors mentioned in the post.

Driver processed as you recommended, removed both the device drivers and the Intel software from control panel, rebooted, all reinstalled and then rebooted. As you can see still a black / white image in the 'Hello' wizard:

The above is with the camera 3 feet away from me, with full daylight and additional 3-buld overhead light. As you can see still a black / white image and no recognition.

Do you see a colour image in that configuration screen?

I'm having a similar issue. The camera seems to work fine everywhere except within Windows Hello. Camera works fine everywhere else.

I'm having a similar issue. The camera seems to work fine everywhere except within Windows Hello. Camera works fine everywhere else.

 

Well, progress I guess even though not optimal.

Reinstalled Windows 10 from new ISO (clean install) and prior to installing anything else, I installed the 1.4 drivers from 7/20 and I actually got the color portion of the camera to work during the Windows Hello setup.

However, I had to be about 8 inches from the camera before it actually recognized me.  Upon logging out and trying Windows Hello to log in, I had to again get about 8 inches from the camera for it to work.

Even on a laptop this is insane, the camera and system should work up to 3 feet out at least.

So, far Intel your technology has not thrilled me, the camera resolution is horrible even for a stand alone video camera.

This is definitely a v2 product.

Hi Todd,

I'm assuming that they use 3D for face detection. For this type of 3D technology, there is a tradeoff between distance and speed.

So, unless their application sets specific parameters to make it work properly, you can always tweak the parameters of the camera first to get data from much farther away, although at a slower frame rate.

Take a look here for more info:

https://software.intel.com/en-us/forums/topic/537872

Will that software work with the current application drivers? Wondering as it looks like it has been a while since it was last updated.

Guys, I've just sent this piece of feedback (using Windows Feedback) on Windows 10 RTM.

General description: Problems using Windows Hello - Face Recognition with the Intel RealSense F200 Gen2 Developer Kit 3D Camera

Windows 10 RTM build 10240 clean installed and activated: After my last problem with Windows Hello using the "Intel RealSense F200 Gen2 Developer Kit 3D Camera" to sign in using facial recognition, I've been forced to wipe out my system disk and reinstall Windows cleanly. By doing so, I think I'm in the position to give you more details about the issues I'm experiencing.

Once Windows is installed, updated and each and every system driver has been installed as well, I connect the camera using one of my USB 3.0 ports of my motherboard (ASUS Z87-K [BIOS up to date]). After that, Windows detect the device and start installing the appropriate basic drivers. Once it's done, I install the latest Intel software "Depth Camera Manager" (v1.4.27.32425+Firmware 2.60).

Alright, once the device installation is complete, I proceed to set up Windows Hello. In that moment, I see the screen preview showing colour image and the camera successfully detects me. I rerun the process a couple of times for recognition improving's sake. So far so good. But the problem begins the moment I restart the computer. After that first reboot, and once I sign in to Windows, I hear the Windows sounds related to device connection/disconnection; it's as if the device were being connected all over again. I quickly open Device Manager and I confirm that some of the drivers are being reinstalled because some of the devices of the camera are missing. After a few seconds the process ends and, when I go to Windows Hello - Face recognition set up, I see that the preview screen now shows a black and white image (grey). At that point the camera keeps on detecting me in spite of the lack of colour.
When I restart my computer again after that, I promptly open Device Manager and everything is correct. Besides no Windows sounds indicating a device being plugged or unplugged are heard.

This is my theory. I reckon that there may be a conflict between Windows 10 drivers for my camera and Intel Depth Camera Manager software. When I first connect the camera, Windows detects it and install the basic drivers. Then I install Intel software and everything is good to go and start setting Windows Hello up (colour preview screen). However, as soon as I restart my machine, Windows takes over the drivers and reinstall them again (probably some of them over Intel's) and from that moment on, I only get a black and white (grey) preview screen while setting up Windows Hello. That's why I believe there is a conflict between Microsoft's current drivers and Intel software.

Let me highlight the fact that the camera works perfectly well with other software, including the Windows 10 Camera app and Skype.

The only way I see this is going to be fixed for consumer's use is for Microsoft engineers to work in collaboration with Intel's so as to address this conflict and provide a working and satisfactory solution.

I look forward to seeing updates in the future that may solve this.
Thank you very much in advance!
Cheers!

The problem I refer to that forced me to format and reinstall Windows 10 was the fact that I slept my PC. From that moment on, the camera would only recognise me in Windows Hello if I was way closer than usual. No matter how many times I tried to uninstall the drivers and the Intel DCM software (even using latest version of Revo Uninstaller Pro). What I don't know, however, is whether disabling the power management option that avoids powering off USB devices from Device Manager could prevent that scenario from happenning.

Now, I'm going to do here what I've done there. I'm going to encourage Intel engineers to work along with Microsoft's in order to try and solve all these problems.

Please feel free to ask any information that you may need.
Cheers!

The problem is that Windows 10 needs to install the base drivers, Depth and RGB, v10.0.10240.16384 otherwise the Intel Driver setup application will not see the camera is installed and will abort.

Even after installing the Intel drivers, v1.4.27.32425, the Depth and RGB drivers still have the Microsoft drivers, and the only driver Intel installs is the Virtual Driver.

But you are correct.  If you uninstall the MS drivers and the Intel drivers, let Windows reinstall the MS drivers and reinstall the Intel drivers, you do get color camera during the Windows Hello setup.  The question is why?  The drivers themselves haven't changed, but some setting has somewhere.

Also, it seems (at least for me) that I have to be about 8" from the camera for it to actually recognize me and get setup.  Same when I use it to unlock, need to be that close.

Tried the ​IVCAM application to reset the camera settings, but that doesn't work no matter what I choose, still need to be 8" away for it to actually work in Windows Hello.

 

 

 

And to confirm, I just did a reinstall of the Intel drivers and as mentioned by Luis M upon reboot - you could hear the system looking for new devices and even though it installed the same drivers, the settings get changed and we are back to just the Depth camera (B/W) on and all the same problems.

Thanks for the confirmation, Todd S.

And yes your are absolutely right. First we need the basic drivers which are installed automatically by Windows, and only then can we install the Intel software. Otherwise, the camera won't be properly detected.
I can also confirm I must be quite close from the camera for Windows Hello to work in both the configuration and the practical use itself.

By the way, you can have a look at the thread I opened on Microsoft forums in case you want to participate there as well:
http://answers.microsoft.com/en-us/windows/forum/windows_10-security/problems-using-windows-hello-face-recognition-with/56c36f1c-8a32-499d-b196-d01b9673cd25?tm=1438369184313

I keep on hoping Microsoft and Intel can work together to figure it out and provide a working solution.

Cheers!

Good call, just added my response confirming the issue as well.

They've released a new version of the sdk yesterday, SDK version 6.0.21.6598. Although in their documentation they have not mentioned about resolving the problem with Windows Hello, they have however fixed a lot of issues, so you guys can go ahead and try that when the SDK is available for download. 

Hi Rishabh B.,

Thanks a lot for the heads up, mate!

Hopefully, we'll have new software by next week, but I reckon we still need some kind of update from Microsoft as well.

Cheers!

Windows Hello is definitely broken on my system.

My PC is connected to a UPS. Every night when I turn off my computer, I also switch off the UPS. Yesterday Windows Hello was working like a charm because I bought a small tripod in order to have the camera closer to me.

Today, however, it wouldn't work. Maybe it's related to the fact of turning off the UPS, I'm not sure. What I do know is that when I tried to set face recognition, the grey image in the preview screen was darker than usual again. I removed it, uninstall Intel software and system drivers, reinstalled all over again. After that Windows Hello setup worked again, but that's all. Whenever I try to use the camera to sign in using my face, Windows just keeps looking for me and it doesn't work anymore.

I'm getting really tired of it. I'm not going to use it for the time being and I'll keep on waiting for system patches, drivers or new software from Intel/Creative with the hope of being able to actually use it in the near future.

Guys, any special advice to reinstall Intel Software? If I simply remove it, I use Revo Uninstaller Pro (latest version); but when DCM is installed and I run the installer again, the repair option is not available for me; just remove and change.

Cheers!

 

 

Alright, after much effort I've been able to make it work again; but I had to uninstall everything once more, eject and unplug the camera, restart Windows and start all the process of installing drivers and software.

I'll keep on testing and report if I find out anything else.
Cheers!

PS: Guys, don't install the Creative software for the array mics of the camera or you'll have a broken Cortana.

 

I'll try the new SDK but doubtful it will fix the driver issue since with Windows Hello you don't need the SDK installed. 

In the end, just have to wait until they fix the issue.​

 

Exact same issue here with Windows 10 RTM, latest DFM drivers : Windows Hello wizard shows a black & white picture and even though it goes through the process of recognizing my face, signing-in always fails.

I'm wondering if this issue isn't somehow related to USB 3.xx drivers rather than Intel DFM... Any updates from Intel on this matter ?

Alright, so I was checking out today, and there's a new update of DCM available on the download page: https://downloadcenter.intel.com/download/25044/

The new one is v1.4.27.41944 and according to the release notes, there are some improvements regarding Windows 10 and Windows Hello to be expected.

Issues Resolved:

  • Improvement of outdoor recognition for Windows Hello.
  • Reliability issues resolved. Several crash scenarios related to Windows Hello reported by Microsoft.
  • Delay in streaming when resuming from Sleep or Hibernate in addition to scenarios where camera did not continue to stream.
  • Error written to event log with "failed to create Config file" message.

You can download the release notes here: https://downloadcenter.intel.com/downloads/eula/25044/Intel-RealSense-Depth-Camera-Manager-DCM-?httpDown=https%3A%2F%2Fdownloadmirror.intel.com%2F25044%2Feng%2FRelease%20Notes%20DCM%201_4_HF3.pdf

I have it installed and I'll test it throught the next days in order to see if it fixes the issues I've been bumping into. In my case, sometimes the camera doesn't seem to recognise me when I want to sign in and I have to either restart it or just use my PIN or password.

Cheers!

    Thanks for the notification - installing now and hopefully this will resolve the issues.  I too, will test and report.

    Update: Woot! - it actually works!  Was able to do "Improve Recognition", while sitting back in my chair and not 8" from the camera.  Locked my system and it immediately saw me, again without having to put my face 8" from the camera.  Tried a few times and so far so good.

    However, I noticed that Windows Hello still only shows the black/white camera, not color, but as long as it works. 

    Quote:

    Todd S. wrote:

    Thanks for the notification - installing now and hopefully this will resolve the issues.  I too, will test and report.

    Update: Woot! - it actually works!  Was able to do "Improve Recognition", while sitting back in my chair and not 8" from the camera.  Locked my system and it immediately saw me, again without having to put my face 8" from the camera.  Tried a few times and so far so good.

    However, I noticed that Windows Hello still only shows the black/white camera, not color, but as long as it works.

    That's great to hear, Todd! :)

    I think the B&W is normal since I have the feeling Windows uses the IR camera to make sure it can recognise us even at night or in conditions with little light.

    Quote:

    Luis M. wrote:

    Quote:

    Todd S. wrote:

     

    Thanks for the notification - installing now and hopefully this will resolve the issues.  I too, will test and report.

    Update: Woot! - it actually works!  Was able to do "Improve Recognition", while sitting back in my chair and not 8" from the camera.  Locked my system and it immediately saw me, again without having to put my face 8" from the camera.  Tried a few times and so far so good.

    However, I noticed that Windows Hello still only shows the black/white camera, not color, but as long as it works.

     

    That's great to hear, Todd! :)

    I think the B&W is normal since I have the feeling Windows uses the IR camera to make sure it can recognise us even at night or in conditions with little light.

    Well, maybe I got to excited.  Seems it didn't work as it should when I rebooted.  The camera did come on, but it would never recognize me no matter where I was.  So, I'll train it some more and keep trying.   However, it does seem to work OK when locked.  What I haven't tried though is putting the desktop to sleep.  More testing ...

    There are definitely improvements with this driver and Windows Hello. I can use again the RealSense camera for logging-in. The recognition process still is in black & white. But it works.

    Interestingly enough I had one disconnection of the camera. I suddently hear the USB noise and the camera has vanished from the list of devices... Plugging it out and back  reconnects it.

    Worth noticing too that if Windows Hello seems to work fine as long as the camera is not being mysteriously disconnected from the system, True Key never manages to recognize me. I'm not close enough, not centered, too far, etc.

    I thought the update had solved all my sign in issues but it seems not to have. Windows Hello from boot still doesn't recognize me no matter what I try. If I try to improve recognition and then lock my PC, I'm recognized no problem. Also, the camera still doesn't always power on from sleep. Though it has a few times with this newer driver.

    I have to keep on testing some more things and scenarios, but since the latest update, the camera has always recognised me!

    I'm a happy puppy right now! :)

    Yep, seems now the camera doesn't work with Windows Hello at all.  I have uninstalled / reinstalled latest drivers and when I go into Settings to setup Windows Hello - the camera works, now with color, but it never tries to recognize me at all.

    I have tried multiple 3.0 USB ports, uninstall/reinstall, remove device, everything and still does not work.

    I too am not a happy camper with this device.

    I also have huge issues with windows hello and my f200 camera.
    Os is windows 10 pro X64 cleanly installed from iso. And only drivers installed for all the hardware in the computer.

     

    Issue is when i go to windows hello config i get the camera to work for like 3 seconds but only in black and white. After 3 seconds the image frezzes and nothing else happens so it never completes the configuration. And the
    red and green lights on the camera goes out. If you try again you get the same result or a completly blank windows instead of the black and white one.
    All other apps works fine with the camera. Like skype,lync taking pictures with the windows camera app playing warrior wave and using the sdk apps works fine as well.

     

    driver used is 1.4.27.41944 with sdk 6.0.21.6598
    in the device manager under imaging devices its listed 3 times
    F200 Depth
    F200 RGB
    Camera virtual driver
    and under Universal Serial Bus devices its listed as Intel realsense 3d camera front f200

     

    Anyone haveing any ideas on what to do. Since i really want to get this to work. Any tips are apriciated. I actually bought this camera to be using the windows hello function. So far it has been a wery expensive webcam......

    Guys, just wanted to let you know that you can expect some nice improvements on Windows Hello once Windows 10 TH2 is released.
    For example, the Windows Hello setup speed has been improved and now it shows a full colour image while doing so.

    I'm currently testing it on Windows 10 build 10568 with newer drivers downloaded directly through Windows Update.

    Cheers!

    Sorry for the double post, but I've just grabbed new drivers and DCM version through Windows Update on Windows 10, build 10568. Now the Depth driver is up to v1.4.27.52404 and so is DCM. Compilation date is October 15th.

    I'll test it out and let you know if anything new comes up.

    Cheers!

    PS: If you fetch them through Windows Update, you can find the files at "C:\Windows\System32\DriverStore\FileRepository". Just look for the most recent folder with name "realsensef200depth.inf_amd64_4c38452619e410e7"

    Realsense SR300 Depth Camera Gigabyte 797x-ud5h-bk i7-4790 4.00ghz 32.0 GB Ram

    the camera works with the windows default camera but once I try using the windows hello login system the Camera turns off and on. no image even comes up any thoughts?

    I have tried this on different systems and it works fine I have even gown out and purchased a PCI-E USB 3.1 card and its still doing the same thing

     

    Load BIOS defaults (make sure BIOS update is performed). Do an update on your CHIPSET(RS1) and IMEI(RS1) DRIVER and install SDR300 v3.3 driver.

    Worked like a charm.

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