Access denied in Windows 10 Pro 1903 (build 18362.175)

[ksze]

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Required Info
Camera Model	D435i
Firmware Version	should be 5.11.6.250, as Windows offered to upgrade the firmware when I plugged it in
Operating System & Version	Windows 10 Pro, 1903, build 18362.175
Platform	PC
SDK Version	2.21.0
Language	not applicable
Segment	others

Issue Description

Intel.RealSense.Viewer.exe can't open the sensor, access denied (0x80070005)

I have already enabled camera and location access as per #3644 / #3381 / #3879 .

Here's the log:

 21/06 17:26:17,097 WARNING [10528] (ds5-factory.cpp:678) DS5 group_devices is empty.
 21/06 17:26:17,097 WARNING [10528] (ds5-factory.cpp:678) DS5 group_devices is empty.
 21/06 17:26:21,235 WARNING [10528] (ds5-factory.cpp:678) DS5 group_devices is empty.
 21/06 17:26:21,504 WARNING [10528] (ds5-factory.cpp:678) DS5 group_devices is empty.
 21/06 17:26:21,575 ERROR [18912] (types.h:243) MFCreateDeviceSource(_device_attrs, &_source) returned: HResult 0x80070005: "Access is denied."
 21/06 17:26:21,575 WARNING [18912] (rs.cpp:279) null pointer passed for argument "device"
 21/06 17:27:09,713 ERROR [3900] (types.h:243) MFCreateDeviceSource(_device_attrs, &_source) returned: HResult 0x80070005: "Access is denied."
 21/06 17:27:09,713 WARNING [3900] (rs.cpp:279) null pointer passed for argument "device"
 21/06 17:42:44,164 ERROR [17360] (types.h:243) MFCreateDeviceSource(_device_attrs, &_source) returned: HResult 0x80070005: "Access is denied."
 21/06 17:42:44,169 WARNING [17360] (rs.cpp:279) null pointer passed for argument "device"

BTW, the Device Firmware Update utility could never detect the sensor.

In Device Manager, I see these listed:

• Camera
  • Intel(R) RealSense(TM) Depth Camera 435i Depth
  • Intel(R) RealSense(TM) Depth Camera 435i RGB
• Sensors
  • HID Sensor Collection V2 (5 of them)
• Imaging devices
  • (nothing, although this says I should see "Intel RealSense".)

I also can't use the sensordiagnostictool.exe mentioned elsewhere to troubleshoot because that tools has been deprecated and has been supposedly replaced by the SensorInfo app from Microsoft Store. But I have no idea how to use that new app.

[ev-mp]

@ksze hello,
Please check that camera hardware is enabled in Windows' Camera Privacy Settings
#3381, #2572

[ksze]

HI @ev-mp, like I wrote above, I have already followed the advice in other tickets (#3644 / #3381 / #3879) to enable location and camera in Windows' privacy settings, for both Microsoft Store apps and "traditional" desktop apps, to no avail.

[ev-mp]

@ksze, for D435i you also need to check another Win10 property - location services are correctly configured to allow for IMU sensor (link)

[ksze]

@ev-mp I had also already enabled location access (see original issue description).

I’m going to bold that part in case anybody else overlooks it, heh.

[PaulBremner]

Hoping someone has found a solution to this. I get the same issue, and like the OP I have camera and location privacy settings enabled (though as I am using a 415 the location shouldn't matter).

I have updated to the latest drivers and Realsense viewer 2.25, and done a full restart.

I am able to access the RGB camera through the windows camera app, and VLC, so it is clearly connected and working. There must be some other permission setting somewhere, or something realsense viewer is doing wrong.

It also works in Ubuntu, but I would like it to work in Windows as it did in the past.

[RealSenseCustomerSupport]

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Hi @ksze,

Please provide us with the following details about your system configuration :

how many cameras are in active use in the system (you have mentioned that under "Sensors" in Device Manager you can see 5 of "HID Sensor Collection V2")? Please note, that for one D435i camera you should see only one instance of "HID Sensor Collection V2" in Device Manager.

for each camera please provide :
camera model (D435i,etc)
FW version

how the camera(s) is/are connected (direct connection, USB hub, etc.)

RealSense Viewer version

Thank you!

[ksze]

@RealSenseCustomerSupport Unfortunately, I no longer work at the company where the D435i is used, so I don't have access to a D435i and somebody else will need to pick up the slack. Perhaps @PaulBremner can provide the info?

[RealSenseCustomerSupport]

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@PaulBremner

Can you please provide us with the details about your system configuration?

Thank you!

[RealSenseCustomerSupport]

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@PaulBremner

Do you still need help with this question?