Realsense Camera stopped working on Acer VN7-592G

richardb1 · March 2017

Hi, My Acer Nitro VN7-592G running Windows 10 Home 64 bit came with a working Intel RealSense 3D camera installed.

After downloading from Intel the latest DCM and SDK the camera has ceased to work.

doomed151 · April 2017

I am facing the same issue currently. Acer VN7-592G-58SJ running Windows 10 Home Single Language 64-bit (15063.13).

Installing the RealSense DCM driver provided by Acer always ends up with either error -1002 or only the RGB and Depth camera showing up (there should be three devices for RealSense: RGB, Depth, and Virtual Device). Disabling USB powersaving features did nothing to help.

Screenshot of installer with a different error number:

richardb1 · April 2017

The only way I could get it to work again was to create the recovery usb stick, then reinstall everything. Camera then works. Looks like downloading the "latest" camera driver is fatal for this machine. Incidentally, downloading the realsense sdk but not the camera driver allowed me to successfully run the demo apps that come with the sdk. Good luck.

doomed151 · April 2017

Good to see you got it working. It appears that my problem is due to incompatibility between the SR300 camera driver and Windows 10 Creators Update as stated here.

kingsho · April 2017

Hi. when you create a usb stick for recovery, do you include the option "copy system files to recovery"?

I have same problem with you. I already reset my pc via windows recovery, as well as update using device manager. still the problem persist

richardb1 · April 2017

yes, copy the system files to recovery. Good luck.

spigge · May 2017

Same computer and same problem here it seems. I tried to install the DCM, both from Acer and Intel sites and the firmware update failed both times. I have made a full reset of the computer and installed the latest Windows 10 updates and problem presists. I attach a screenshot of the error message and the two logfiles that came from last attempt on the Intel site. I cut out the first part of Log 1 to save some space. I hope this can assist Acer engineers to figure out what is going wrong because something is very wrong.

Log 1:

...

14/05 11:21:55,213 INFO [11980] (IVCAM_DLL.cpp:1315, SelectIVCAMDevice) Camera with index: 0 was selected.
14/05 11:21:55,213 INFO [11980] (CameraFacade.cpp:372, GetSerialNumber) Getting the Serial Number
14/05 11:21:55,213 INFO [11980] (IVCAM_DLL.cpp:1244, GetGVDString) CIVCAM_DLL::GetGVDString(ModuleSerialVersion)
14/05 11:21:55,229 INFO [11980] (HAL_WinUsbHal.cpp:1013, SendHWmonitorCommand) WinUsbHal - WriteToPipe: OpCode = HWmonitor_GVD(3b), Camera 0
14/05 11:21:55,229 INFO [11980] (CameraFacade.cpp:405, GetOEMID) Getting the OEM ID
14/05 11:21:55,229 INFO [11980] (IVCAM_DLL.cpp:915, GetRevision) CIVCAM_DLL::GetRevision
14/05 11:21:55,229 INFO [11980] (HAL_WinUsbHal.cpp:1013, SendHWmonitorCommand) WinUsbHal - WriteToPipe: OpCode = HWmonitor_GVD(3b), Camera 0
14/05 11:21:55,229 INFO [11980] (HAL_WinUsbHal.cpp:1013, SendHWmonitorCommand) WinUsbHal - WriteToPipe: OpCode = HWmonitor_GVD(3b), Camera 0
14/05 11:21:55,229 INFO [11980] (HAL_WinUsbHal.cpp:1013, SendHWmonitorCommand) WinUsbHal - WriteToPipe: OpCode = HWmonitor_GVD(3b), Camera 0
14/05 11:21:55,229 INFO [11980] (IVCAM_DLL.cpp:1244, GetGVDString) CIVCAM_DLL::GetGVDString(FirmewareVersion)
14/05 11:21:55,229 INFO [11980] (HAL_WinUsbHal.cpp:1013, SendHWmonitorCommand) WinUsbHal - WriteToPipe: OpCode = HWmonitor_GVD(3b), Camera 0
14/05 11:21:55,229 INFO [11980] (Manager.cpp:1807, ReleaseCameraInterface) Camera Interface references = 0
14/05 11:21:55,229 INFO [11980] (Manager.cpp:1811, ReleaseCameraInterface) External user is calling OnDeviceDisconnected
14/05 11:21:55,229 INFO [11980] (CameraObject.cpp:582, DisableFWLogs) DisableFWLogs
14/05 11:21:55,229 INFO [11980] (Manager.cpp:1026, RemoveExistCamera) RemoveExistCamera called with index = 0.
14/05 11:21:55,229 INFO [11980] (StreamsHandlerFSM.cpp:468, CloseCamera) StreamsHandlerFSM::CloseCamera Called.
14/05 11:21:55,229 INFO [11980] (HAL_MediaFoundationHal.cpp:1238, CloseColorCamera) Starting killing Color devices.
14/05 11:21:55,229 INFO [11980] (HAL_MediaFoundationHal.cpp:1261, CloseColorCamera) Ended killing Color devices.
14/05 11:21:55,229 INFO [11980] (HAL_MediaFoundationHal.cpp:1204, CloseDepthCamera) Starting killing Depth devices.
14/05 11:21:55,229 INFO [11980] (HAL_MediaFoundationHal.cpp:1229, CloseDepthCamera) Ended killing Depth devices.
14/05 11:21:55,229 INFO [11980] (CameraObject.cpp:124, DestroyCamera) DestroyCamera called.
14/05 11:21:55,229 INFO [11980] (IVCAM_DLL.cpp:1282, GetNumberOfConnectedIVCAMDevices) CIVCAM_DLL::GetNumberOfConnectedIVCAMDevices called
14/05 11:21:55,229 INFO [11980] (IVCAM_DLL.cpp:1290, GetListOfIVCAMDevices) CIVCAM_DLL::GetListOfIVCAMDevices called
14/05 11:21:55,229 INFO [11980] (Manager.cpp:1093, GetListOfIVCAMDevices) GetListOfIVCAMDevices called
14/05 11:21:55,244 INFO [11980] (Manager.cpp:1775, CreatCameraInterface) External user is calling OnDeviceConnected
14/05 11:21:55,244 INFO [11980] (Manager.cpp:1005, InsertNewEmptyCamera) InsertNewEmptyCamera called
14/05 11:21:55,244 INFO [11980] (Manager.cpp:1008, InsertNewEmptyCamera) Manager::InsertNewEmptyCamera found Available Index at: 0.
14/05 11:21:55,244 INFO [11980] (HAL_WinUsbHal.cpp:1013, SendHWmonitorCommand) WinUsbHal - WriteToPipe: OpCode = HWmonitor_USBEnumerationStatus(12), Camera 0
14/05 11:21:55,244 INFO [11980] (Manager.cpp:689, TryToCompleteCamera) MissingCameras 3
14/05 11:22:00,241 WARN [11980] (Manager.cpp:197, SWaitForMissingCameraData *)) Time out achived - skip from waiting cameras to connect
14/05 11:22:04,452 INFO [6708, IvCam_MessagePump] (Manager.cpp:1628, OnEventCallback) OnEventCallback called
14/05 11:22:04,452 INFO [6708, IvCam_MessagePump] (Manager.cpp:2082, long WinProcCallback) DBT_DEVICEREMOVECOMPLETE event took 0sec
14/05 11:22:05,253 WARN [11980] (Manager.cpp:197, SWaitForMissingCameraData *)) Time out achived - skip from waiting cameras to connect
14/05 11:22:05,253 WARN [11980] (HAL_WinUsbHal.cpp:113, ReopenWinUsb) Could not re-open HW-Monitor Win-USB device!
14/05 11:22:05,253 INFO [11980] (HAL_WinUsbHal.cpp:1013, SendHWmonitorCommand) WinUsbHal - WriteToPipe: OpCode = HWmonitor_GVD(3b), Camera 0
14/05 11:22:05,253 WARN [11980] (HAL_WinUsbHal.cpp:1428, WriteToPipe) WinUsb_WritePipe failed with LastError=6
14/05 11:22:05,253 WARN [11980] (HAL_WinUsbHal.cpp:1029, SendHWmonitorCommand) WriteToPipe returned ivcamDeviceNotConnected during SendHWmonitorCommand!
14/05 11:22:05,253 WARN [11980] (HAL_WinUsbHal.cpp:865, PerfomAndSendHWmonitorCommand) Returning with status ivcamDeviceNotConnected
14/05 11:22:05,253 WARN [11980] (HAL_WinUsbHal.cpp:523, GetGVD) Returning with status ivcamDeviceNotConnected
14/05 11:22:05,253 WARN [11980] (HAL_UtilityHal.cpp:406, GetFwVersion) Returning with status ivcamDeviceNotConnected
14/05 11:22:05,253 WARN [11980] (CameraObject.cpp:613, UpdateCameraGeneration) Couldn't retrive the FW version. Assuming 1.5. Camera Generation might be wrong!!!
14/05 11:22:05,253 WARN [11980] (CameraObject.cpp:249, PrepareVersionAndGeneration) Returning with status ivcamFailure
14/05 11:22:05,253 ERROR [11980] (Manager.cpp:1479, InitializeCamera) Device was connected, but couldn't retrive GVD from it! Skipping connect event
14/05 11:22:05,253 INFO [11980] (Manager.cpp:1026, RemoveExistCamera) RemoveExistCamera called with index = 0.
14/05 11:22:05,253 INFO [11980] (StreamsHandlerFSM.cpp:468, CloseCamera) StreamsHandlerFSM::CloseCamera Called.
14/05 11:22:05,253 INFO [11980] (HAL_MediaFoundationHal.cpp:1238, CloseColorCamera) Starting killing Color devices.
14/05 11:22:05,253 INFO [11980] (HAL_MediaFoundationHal.cpp:1261, CloseColorCamera) Ended killing Color devices.
14/05 11:22:05,253 INFO [11980] (HAL_MediaFoundationHal.cpp:1204, CloseDepthCamera) Starting killing Depth devices.
14/05 11:22:05,253 INFO [11980] (HAL_MediaFoundationHal.cpp:1229, CloseDepthCamera) Ended killing Depth devices.
14/05 11:22:05,253 INFO [11980] (CameraObject.cpp:124, DestroyCamera) DestroyCamera called.
14/05 11:22:05,253 ERROR [11980] (Manager.cpp:1351, OnDeviceConnected) InitializeCamera failed
14/05 11:22:05,253 ERROR [11980] (Manager.cpp:1792, CreatCameraInterface) didnt found camera 2d400d0c in internal mode
14/05 11:22:05,253 ERROR [11980] (CameraFacadeFactory.cpp:112, CreateCamera) Could not create camera2d400d0c

Log 2:

2017-5-14 11:21:10:443 CommandManager.cpp __thiscall fwUpdate::CommandManager::CommandManager(int,wchar_t **) Arguments: C:\Users\MOTION~1\AppData\Local\Temp\{adf68ea8-b6bd-4fcb-abf9-5efe0fdc52cd}\plugins\FWUpdateSR300\FWUpdateSR300.exe -update -force -confirmed -updateRegistry -camera:111111111111 -log:C:\Users\MOTION~1\AppData\Local\Temp\micl_tmp_MotionMetrix_admin\2017.05.14_11.19.50_000014f0\log
2017-5-14 11:21:10:443 __thiscall fwUpdate::CommandManager::CommandManager(int,wchar_t **) Completed
2017-5-14 11:21:10:443 int __thiscall fwUpdate::CommandManager::Init(void) Entered
2017-5-14 11:21:10:458 int __thiscall fwUpdate::CameraManager: Smiley Frustrated etLog(const class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> > &) Entered
2017-5-14 11:21:10:474 CameraFactoryServices.h enum Ivcam::ReturnCode __cdecl fwUpdate::LogOnIvcamOperation(enum Ivcam::ReturnCode,class std::basic_string<char,struct std::char_traits<char>,class std::allocator<char> >)2 Performed IVCAM operation: SetLogDirectory

2017-5-14 11:21:10:474 CameraFactoryServices.h enum Ivcam::ReturnCode __cdecl fwUpdate::LogOnIvcamOperation(enum Ivcam::ReturnCode,class std::basic_string<char,struct std::char_traits<char>,class std::allocator<char> >) Success

2017-5-14 11:21:10:474 CameraFactoryServices.h enum Ivcam::ReturnCode __cdecl fwUpdate::LogOnIvcamOperation(enum Ivcam::ReturnCode,class std::basic_string<char,struct std::char_traits<char>,class std::allocator<char> >)2 Performed IVCAM operation: SetLogLevel

2017-5-14 11:21:10:474 CameraFactoryServices.h enum Ivcam::ReturnCode __cdecl fwUpdate::LogOnIvcamOperation(enum Ivcam::ReturnCode,class std::basic_string<char,struct std::char_traits<char>,class std::allocator<char> >) Success

2017-5-14 11:21:10:474 CameraManager.cpp int __thiscall fwUpdate::CameraManager::InitLog(class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> > &)2 IvcamLogs created
2017-5-14 11:21:10:474 int __thiscall fwUpdate::CameraManager: Smiley Frustrated etLog(const class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> > &) Completed
2017-5-14 11:21:11:517 int __thiscall fwUpdate::CameraManager::Init(class Ivcam::Callbacks::IFirmwareUpdateProgressCallBack *) Entered
2017-5-14 11:21:11:519 int __thiscall fwUpdate::CameraManager::Init(class Ivcam::Callbacks::IFirmwareUpdateProgressCallBack *) Completed
2017-5-14 11:21:11:519 int __thiscall fwUpdate::CommandManager::Init(void) Completed
2017-5-14 11:21:11:519 int __thiscall fwUpdate::CommandManager::ExecuteCommand(void) Entered
2017-5-14 11:21:11:519 CameraManager.cpp bool __thiscall fwUpdate::CameraManager: Smiley Frustrated topDCMService(const wchar_t *) enter inStopDCMService()

2017-5-14 11:21:11:519 CameraManager.cpp int __thiscall fwUpdate::CameraManager::UpdateFW(__int64,bool,bool,bool)VÏ Failed to stop DCM service

2017-5-14 11:21:11:534 int __thiscall fwUpdate::CameraManager::UpdateFW(__int64,bool,bool,bool,bool) Entered
2017-5-14 11:21:11:534 CameraManager.cpp int __thiscall fwUpdate::CameraManager: Smiley Tongue reUpdateChecks(__int64,bool,bool,bool)È Returnd sucessfuly from WFCompareVersions()

2017-5-14 11:21:11:534 CameraFactoryServices.h enum Ivcam::ReturnCode __cdecl fwUpdate::LogOnIvcamOperation(enum Ivcam::ReturnCode,class std::basic_string<char,struct std::char_traits<char>,class std::allocator<char> >)2 Performed IVCAM operation: CreateFirmwareUpdate

2017-5-14 11:21:11:534 CameraFactoryServices.h enum Ivcam::ReturnCode __cdecl fwUpdate::LogOnIvcamOperation(enum Ivcam::ReturnCode,class std::basic_string<char,struct std::char_traits<char>,class std::allocator<char> >) Success

2017-5-14 11:21:33:761 CameraFactoryServices.h enum Ivcam::ReturnCode __cdecl fwUpdate::LogOnIvcamOperation(enum Ivcam::ReturnCode,class std::basic_string<char,struct std::char_traits<char>,class std::allocator<char> >)2 Performed IVCAM operation: UpdateFirmware

2017-5-14 11:21:33:761 CameraFactoryServices.h enum Ivcam::ReturnCode __cdecl fwUpdate::LogOnIvcamOperation(enum Ivcam::ReturnCode,class std::basic_string<char,struct std::char_traits<char>,class std::allocator<char> >) Success

2017-5-14 11:21:33:776 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:34:293 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:34:799 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:35:311 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:35:820 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:36:334 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:36:837 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:37:344 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:37:853 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:38:363 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:38:873 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:39:385 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:39:903 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:40:408 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:40:920 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:41:432 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:41:943 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:42:458 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:42:967 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:43:469 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:43:975 CameraManager.cpp int __thiscall fwUpdate::CameraManager::ExitDFUModeWithACPI(void)9È Exiting DFU mode with ACPI
2017-5-14 11:21:44:666 CameraManager.cpp int __thiscall fwUpdate::CameraManager::ExitDFUModeWithACPI(void);È Waiting for camera to come back after exiting DFU mode with ACPI
2017-5-14 11:21:44:666 CameraManager.cpp bool __thiscall fwUpdate::CameraManager::IsCameraBack(void)+É Waiting for camera to come back
2017-5-14 11:21:55:229 int __thiscall fwUpdate::CameraManager::UpdateFW(__int64,bool,bool,bool,bool) Completed
2017-5-14 11:22:5:253 CameraFactoryServices.h int __cdecl fwUpdate::GetDevicesDetails(class std::vector<class fwUpdate: Smiley Very Happy eviceInfo,class std::allocator<class fwUpdate:eviceInfo> > &,bool)ediate directories of log do not exist
Error creating camera

kingsho · May 2017

Spigge, I have a bad news. Since our Intel Realsense is embedded into our Acer V Nitro, it's hard to fix the driver problem. I already ask it on Intel Communities.

But if you're lucky, Acer OEM Recovery might help you in fix this problem. For my case, I had to reformatted my laptop. Don't use the Windows Recovery from Setting. Use Acer OEM Instead by press Alt + F10 while you're booting your laptop. Choose reset my pc (all files in C: Drice will be deleted). I successfully make my Intel Realsense work again.

On the other hand, when I'm using Windows recovery to reset my pc, it dosent work

spigge · May 2017

I used the Acer Recovery Manager on the Start menu for the (full) reset and though that would be enough. Anyway, thanks for the advice, will try it immediatelty. Nothing more to loose, I erased all my apps and work already. If the camera works after the super-reset, I'm not sure I dare to take the risk to update any drivers again which means that I have an unsupported device.

Thanks again!

Peppe1987 · May 2017

Same problem on TWO VN7-592G here. Really annoying.

Gerard001a · May 2017

Same problem on my Acer Aspire V 15 Nitro VN7 -592G-5647 Black Edition Smiley Sad

Peppe1987 · May 2017

Problem solved, I hope... I've deleted everything related to Real Sense camera with Revo Uninstaller, then I've installed the camera driver I've downloaded from Intel website. It's working fine.

Gerard001a · May 2017

Okay I will try that too Smiley Wink

SilentViper78 · March 2018

Got the camera finally working. All of the above has happened to me too. The way I got it working was removal of all drivers and sdks, and then install the device manually (install old driver, have a disk) by choosing the driver file from the driver from Acer's website. Then it finds the depth, rgb and virtual driver.

But this is not enough, the camera might work for a sec if you install the old sdk, but then crashes and e.g. Lego portal racers does not work. The old v1 SDK is broken, so you will need to install the v2 sdk. Yes, the open source one from github. Thst made the camera work again, in Windows Hello, but also games supporting the new SDK, such as the Lego portal racers. Games only working with the old sdk don't work though, but that's not a big issue.