Kinect camera troubleshooting guide

Kinect camera troubleshooting guide

Our Velogic Studio and 3D Aero products utilize the Microsoft Kinect for Xbox One camera. If you're having trouble with the camera - e.g. disconnecting or freezing - the first step is to determine whether the problem lies in Velogic software (Velogic Studio / 3D Aero), or with the camera or your computer. The best way to do that is to is test the camera without any Velogic software. Fortunately, Microsoft make available a tool called the Kinect Configuration Verifier which we can use for that purpose.
If you don't yet have a Kinect camera, see our Hardware Compatibility Guide to check whether your system is likely to be compatible. 
If you're having problems with Velogic Studio that aren't specific to the Kinect camera, see also Troubleshooting Velogic Studio

Kinect Configuration Verifier

Plug in your Kinect camera and then download and run Microsoft's Kinect Configuration Verifier. You should see a window like this:
Kinect configuration verifierKinect configuration verifier
If you see a green tick next to the bottom entry, "Verify Kinect Depth and Color Streams" and you're getting 29 or 30FPS consistently, then you're very likely to be compatible with our Velogic Studio  or 3D Aero software. You might still like to leave the app running for a few hours to make sure that the system is stable.
The remainder of the article is dedicated to helping you troubleshoot various problems that might be preventing you from working with the camera. 

If you don't see a green tick next to "Kinect connected"

This means that your computer can't see the kinect. Troubleshooting steps:
  1. Check all cabling
  2. Verify that there is power to the USB adaptor (there should be a white light on the adaptor box)
  3. Check that you have connected to a USB3 port (they usually have a blue colored tab inside the port)
  4. If you have another computer handy, move the Kinect and adaptor to that computer & try there
  5. If you have an Xbox One console, try the Kinect camera with that console
  6. Open Device Manager, and look in "Universal Serial Bus controllers". If you see a "Host controller" entry from either Intel or Renesas you're likely to be compatible. You can also search this thread for either your laptop brand or USB Controller chipset name and see if anyone has reported compatibility or incompatibility.
  7. Download and install USB Device Tree Viewer, and verify that your root USB hub is at least USB3.0
  8. If you've done all of the above and the Kinect still won't connect, then either you have faulty Kinect hardware (camera or USB adaptor), or your USB controller in your system is simply not compatible.
  9. If you're sure the Kinect hardware is fine, then your options are either to try a USB3 PCI card (if you have a desktop computer) or try a different computer (if you have a laptop).

If the Kinect connects & disconnects repeatedly (less than 15 seconds)

Check microphone access

Windows occasionally decides that you no longer should have permission to access the microphone on the Kinect.
Luckily, this has a simple fix:
  1. Press Windows key and type "Microphone Privacy Settings" and open the application
  2. Make sure that "Microphone access for this device is on":

  3. Scroll further down the page and make sure that desktop apps have access to the microphone:
  4. If you scroll down the page a little further, you should see "KinectService.exe" as one of the apps which is allowed to access the microphone:

Check for old Kinect SDK's or runtimes installed on your PC

Old Kinect SDK's or runtimes can prevent the Kinect camera from working correctly.
To check for and remove old Kinect SDK's or runtimes:
  1. Press Windows key and type "Add remove programs" and open that application:
  2. Type "Kinect" into the "Apps & features" search box. You may see no entries at all, or you may see one or both of these apps:
If you see any other Kinect apps (e.g. older SDKs or runtimes), you should uninstall them

Manually install Kinect runtime

When you plugin a Kinect camera for the first time, Windows should install all of the necessary software to work with the Kinect automatically.
If something has gone wrong with that process, you can manually install the latest Kinect Runtime.
  1. First, check for and remove old Kinect SDK's or runtimes (see the previous section)
  2. Download the latest Kinect runtime (v2.2.1905)
  3. Follow the install instructions from that page, by clicking to expand the "Install instructions" section:
Note - you actually need to follow the install instructions above - resist the temptation to just run the installer from the downloaded zip file!
  1. If the Kinect still isn't connecting, reboot your computer at this stage and try again
  2. If you still see "Kinect connected" with a green tick in Kinect Configuration Verifier after a reboot, but "Verify Kinect Software Installed" is a red cross: the next step is to install the remainder of the KinectRuntime manually
    1. Open the folder where you extracted the in the previous step
    2. Run each of the "vcredist" executables in turn:

      (if you get the option to "Repair Uninstall Close", choose "Repair)
    3. Lastly, run the Kinect runtime installer: 
    4. After running that, you should see:
      1. Green tick for "Verify Kinect Software Installed" in the Kinect Configuration Verifier
      2. If you run "Services" app, you should see Kinect Monitor service running:

      3. If you search "Kinect" in the "Apps & Features" search box, you should see:

Verify that you have the correct driver version installed

Run Device Manager and click on Windows Sensor Devices. You should have one device listed, right-click on it and choose "Properties":
Device manager

Then click on the Driver tab:
Kinect driver detailsKinect driver details
You should see that the Driver Version is 2.2.1905.16000. If not - click on Update Driver and try to update to this version.

If the Kinect disconnects after more than 15 seconds

Run Control Panel and search for "Power Options" then click "Change power saving settings". Click "Change plan settings" then "Change advanced power settings", you should see this window:
Advanced power optionsAdvanced power options
Change the plan to "High performance". If that doesn't help, you can also experiment with changing the USB settings and PCI express settings.

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