Q: Dot3D does not recognize my Intel RealSense Camera or won't connect to it or wont allow me to start scanning with my RealSense camera. How can this be fixed?
A1: Windows & Android: Make sure your computer or phone/tablet has a USB-3 compatible port and meets all minimum specs required.
Dot3D requires the RealSense camera to operate in USB-3 mode which requires a matching port on your computer or phone/tablet.
If your computer/phone/tablet has a USB-C port it needs to be USB-3 compatible as well.
A2: Windows & Android: Make sure your connection cable is USB 3 compatible.
If you are using a USB-C to USB-A connector, make sure the USB-A part has a blue connector or a blue plastic piece inside which indicates USB 3 compatibility.
If you are using a USB-C to USB-C connector, make sure the cable has at least 10 GBps of bandwidth and is USB 3.1 compatible.
If you are using a USB-C to USB-A connector plus a USB-C OTG adapter, please ensure that both the cable and the adapter are USB 3 compatible and also make sure to use the OTG adapter on the phone/tablet end and not on the camera end. Please note such adapters are not recommended as they can be troublesome.
Additionally: if you are using a C-to-C connector, make sure that the cable is in SuperSpeed mode which means it has to be connected in the right way. Best way is to just flip the connectors on both sides of the cable until it works.
A3: Windows & Android: Check the USB connection status of your RealSense camera through the RealSense Viewer / RS Camera app.
Start the RealSense Viewer with your RealSense camera connected. Then in the top-left of your window, please click the "Info" button and check your USB connection status as on the following screenshot. Both circled items should be labeled "3.0" or "3.1" or "3.2".
Start the RS Camera app with your RS camera connected. Once you see the camera streaming, select "Settings" from the bottom list, then "Device Info"
After this you should see a screen like on the following picture. The "USB_TYPE_DESCRIPTOR" should be labeled "3.0" or "3.1" or "3.2". NOTE: On the picture it is labeled "2.1". That connection would NOT work with Dot3D!
A4: Windows: Make sure to get all the latest Windows Updates.
We recommend you manually check for updates by navigating to Settings>Update & Security, as Windows does not always prompt this automatically and sometimes shows as being up to date even if it's not.
A5: Windows: Make sure to have the latest USB 3 drivers installed on your computer.
A6: Android: Make you've installed all available Android OS updates on your phone/tablet (Settings>Software Update)
A7: Windows & Android: Update to the latest Intel RealSense firmware via the Intel RealSense Viewer from a Windows PC:
A8: Windows & Android: Try different resolutions for color and depth streams (Dot3D 4.0.3 and later):
For certain combinations of OS, hardware / chipsets and RealSense sensors, some combinations of color and depth resolutions aren't working together properly even though they are available as configuration options in the RealSense API, resulting in connectivity issues. This is a rare issue but unfortunately beyond our control. To help customers who are experiencing these issues with their connectivity problems we are now offering the selection of color and depth resolutions in Dot3D that are different from the recommended defaults.NOTE: Before you change resolutions away from the default (and recommended) settings, please make sure to try other methods to resolve connectivity issues first, as changing color and depth resolutions can impact the 3D capturing result.
To change resolutions in Dot3D, go to Settings --> Sensors / Cameras and then pick your connected RealSense sensor. On the right side of the dialog you are going to see options to change the Color and Depth settings (see screenshots below). To pick a new resolution, simply tap on one of the resolutions offered in the list. When you are finished changing resolutions, close the dialog by clicking the "CLOSE" button. NOTE: Please carefully read any notices or warnings presented to you in Dot3D before changing resolutions.
A9: Windows & Android: Try out the Intel RealSense Viewer (Windows) or the RS Camera (Android) app to check which configurations work / don't work.
See A3 for how to obtain the RealSense Viewer / RS Camera apps.
In the app try a depth resolution of at least 1280x720 and a color resolution of at least 640x360, both times with 30 fps, and activate both color and depth streams.
If you can get the camera to stream at the chosen configuration then your camera is OK and there might be an issue in Dot3D. If The app cannot give you the desired config or cannot stream at the desired config, then your cable (most likely) or your USB connector on your computer/phone/tablet (less likely) or your camera (least likely) is bad.
If you are experiencing connectivity issues in Dot3D but the RS Viewer/Camera app works fine with the exact same color/depth configuration as in Dot3D (see A8), please contact DotProduct support and let us know about the problem and your chosen depth/color resolutions.
If you've tried all suggestions above without luck, next please try the following:1. Download the Intel RealSense Viewer and let us know if it is working with that (A3, A9 above).2. File a customer support ticket with the Log.txt file found in Documents>Dot3D>Log (Internal Storage>Dot3D>Log on Android).
3. Contact the Intel RealSense community for support: