If you own an Intel Realsense SR300 camera and it stops functioning after a Windows upgrade, please refer to the troubleshooting sections below. Please see the first section if the camera stopped working on August 14, 2018 or later, and the second section if the camera stopped working before August 14, 2018.


Troubleshooting steps for Windows upgrades during or after August 14, 2018


Microsoft has implemented a migration block as of 8/14/2018, which prevents the Realsense drivers from installing during the Windows upgrade setup process. The drivers will instead be automatically installed after the upgrade process has completed. The purpose of this block is to avoid an interaction issue between the OS upgrade process and the RealSense installer that may result in a corrupt installation. The migration block applies to any upgrade starting from Windows 10 version 1803 or later.


Impact on users: You may experience a delay after OS upgrade while the Realsense drivers are downloading from Windows Update. The Realsense camera and Windows Hello will not work until this driver install has completed. If the camera is not functional within 20 minutes of reaching the login screen after Windows upgrade, please try the following:


  1. Verify that you are connected to the Internet and the Realsense camera is connected.
  2. Open Device Manager.
  3. Expand the "Imaging Devices" and "Cameras" categories.
  4. Find a device labeled either "Intel Realsense Camera SR300 Depth" or "USB Video Device" under one of these categories (see screenshot below).
  5. Right click -> update driver. Note: If this option is not available, then it most likely means that a driver is already in the process of installing. Skip to step 7.
    usb video device.png
  6. Choose the "Search automatically for updated driver software" option.
  7. Device manager may refresh several times. The install is complete when an "Intel Realsense Camera SR300 Virtual Driver" device appears under Imaging Devices or Cameras.
  8. Reboot. The camera should be operational at this point. If the camera is still not working, you may be able to recover it using the steps described below in "Troubleshooting steps for Windows upgrades before August 2018".


Troubleshooting steps for Windows upgrades before August 14, 2018

Please follow the below steps to attempt to recover a Realsense SR300 camera that is not functional after windows upgrade. Note that the reboots in step 4 and 6 are required, and the recovery may not be successful if these steps are skipped.


1.       Disconnect from any networks you are connected to (Wifi, Ethernet, or mobile broadband). For Wifi, uncheck the box to connect automatically.

2.       Open an admin command prompt and run: pnputil /enum-drivers
Find an entry in this list with an Original Name of "realsensesr300depth.inf". It will look something like this:

Published Name:     oem7.inf

Original Name:      realsensesr300depth.inf

Provider Name:      Intel(R) Corporation

Class Name:         Imaging devices

Class GUID:         {6bdd1fc6-810f-11d0-bec7-08002be2092f}

Driver Version:     09/22/2016

Signer Name:        Microsoft Windows Hardware Compatibility Publisher

Note the Published Name field. It will most likely be different on your system than the oem7.inf value shown above.

3.       From the admin command prompt, run the following command. Replace <oemX.inf> with the actual Published Name field found in step 2.
pnputil /delete-driver <oemX.inf> /force

4.       Reboot.

5.       Open Device Manager. Locate the "Intel Realsense Camera SR300 Depth" device under Imaging Devices (it may be under Cameras instead). Right click on this device and click "Uninstall":

SR300 DM Uninstall.png

6.       Reboot again.

7.       Reconnect to the network, making sure you have internet access. Wait for about 10 minutes.
Note: This is to allow Windows Update to download and re-install the Realsense drivers. In some cases, you might have to wait longer than 10 minutes for the install to complete.

8.       Open Device Manager. When the drivers have finished installing from Windows Update, you should see a device labeled "Intel Realsense Camera SR300 Virtual Driver" appear under Imaging Devices, as shown here:

SR300 DM  VD.png

The camera should be operational at this point. If Windows Hello was previously setup, you should be able to lock the computer and log in using Windows Hello.




Step 5: If Intel Realsense Camera SR300 Depth is not present under Imaging Devices or Cameras, the camera may be in a special Firmware Update mode. When the camera is in Firmware Update mode, Device Manager will only display a device labeled "Intel Realsense Camera SR300", and you will not see the "Intel Realsense Camera SR300 Depth" or "Intel Realsense Camera SR300 RGB" devices. See the screenshot below:

SR300 DM None.png

If the camera is in Firmware Update mode, you can try one of the following to return it to its normal operating mode:

For external cameras: Unplug and replug the camera.

For integrated cameras: Reboot the system.


When the "Intel Realsense Camera SR300 Depth" device reappears in device manager, you can continue with step above.


Step 8: If "Intel Realsense Camera SR300 Virtual Driver" does not appear in Device Manager after waiting 10-20 minutes, you can try the following instead:

1.       Browse to https://downloadcenter.intel.com/download/25044/Intel-RealSense-Depth-Camera-Manager and download intel_rs_dcm_sr300_3.3.27.5718.exe. When prompted to run or save the file, choose the save option.

2.       Double-click on intel_rs_dcm_sr300_3.3.27.5718.exe to run the installer.

3.       If the Welcome page only gives the option to remove the software, click Next and continue with the uninstall. Otherwise, exit the installer and continue immediately to step 4 below.

4.       Open an admin command prompt to the location where the installer was downloaded.

5.       Run this command and then follow the prompts in the installer:
.\intel_rs_dcm_sr300_3.3.27.5718.exe --ignore-fw-update --update-fw=yes --finstall=all

6.       When the install is finished, open Device Manager. You should see a device labeled "Intel Realsense Camera SR300 Virtual Driver" under Imaging Devices if the install was successful.