cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
Highlighted
Level 1
9 9 0 1
Message 21 of 22
Flag Post
HP Recommended

I'm so glad to hear it.  I think we've been able to demonstrate that this problem can be resolved, even the instructions have yet to be fully written.

 

Thanks for your response,

 

Mark

0 Kudos
Highlighted
New member
3 3 0 0
Message 22 of 22
Flag Post
HP Recommended

HP Envy with same issue with the SR300.  

Why would HP sell me a device that has this Intel camera and is now unusable.  Just bought my envy in 8/2016.  

Here is Intel's response:

 

I am an Escalation Handling Manager at Intel and I have thoroughly reviewed your case. You purchased an HP laptop with an embedded SR300 camera. After a Windows update in November, your camera stopped working and you are not able to use Windows Hello.
 

I understand your frustration at this problem.

 

This is a common problem and a known issue. If you have already tried all of our workarounds as described in this article https://www.intel.com/content/www/us/en/support/articles/000023716/emerging-technologies/intel-reals... and your camera still does not work then there is nothing more that we can do as there is no more development on this driver.  The article states:

 

"Windows® 10 Creators Update build 15063 or higher doesn’t reliably work with DCMs for Intel® RealSense™ Camera SR300 or F200."

 

The Windows driver for the SR300 is not fully compatible with Windows 10 builds 15063 or above. This means that Windows Hello or any other app that requires this driver will not work. There is no fix for it.

 

Your only remedy is to seek satisfaction from HP since you purchased your laptop from them.

 

If we could resolve the driver problem for you we would happily do so but we cannot.

If you want to use the SR300 camera for development purposes you can use the Intel RealSense SDK 2.0 found at https://github.com/IntelRealSense/librealsense/. This SDK does not rely on the Windows drivers and it will not fix Windows Hello.

Best regards,

 

Jesus

Intel Customer Support

0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation