Troubleshooting and Common issues guide RRS feed

  • General discussion

  • Below you will find a list of error messages or symptoms, where you might encounter them and common steps to resolve the issue. If you are encountering issues, please review the release notes and already known issues:

    Release notes:

    Known issues:

    Most connection issues can be resolved by checking the USB3 Host controller chip is supported and that no other devices are sharing bandwidth with that connection. If you are using an expansion card, be sure it is connected into a PCIx V2.0 slot and supports the 5.0Gb/sec transfer rate. 

    As a common troubleshooting step, be sure you run Color Basics and Depth Basics samples. They can be found in the SDK Browser. Be sure you can get both to run and take note of the frame rate "FPS:" values.

    Symptom Cause Resolution
    Takes a long time to begin
    • the device requires a firmware update
    • updates will be applied to the sensor automatically
    • The process will take up to one minute to complete. Be patient and wait until it is completed.
    • Continue to run the application; when the process is complete the sensor will start immediately.

    Color Frames are not at 30fps
    • The color camera exposure will dynamically switch between 30fps (nominal) and 15fps (low light), in order to maintain consistent exposure levels
    • CPU performance for the YUV to RGB conversion is taking too long
    • You will need to increase the lighting in the room
    • Minimize other CPU intensive operations that may be occurring at the same time

    Kinect Sensor not recognized by system
    • Power
    • Connections
    • No enough resources to support data transfer over USB3
    • Not a supported USB3 chipset
    • Check all cables and power is connected
    • Try a different system with supported hardware configuration
    • The device should be connected directly to the on-board USB3 port on the motherboard, not an extension.
    • Check the USB3 Host controller to ensure there it is not shared with other devices
    • If using a PCI-X based card, be sure it is connected to a PCI-Express v2.0. Try PCIx x4 or x16 slots on the motherboard.

    Color Basics sample works but, not the Depth Basics sample
    • All depth processing is offloaded to the GPU
    • DX11 based GPU does not support compute shader 5.0
    • System power supply is not able to handle the power load for your GPU and system.
    • Upgrade GPU to a recommended DX11 based card
    • Upgrade the power supply

    IR Basics screen is black
    • Infrared is getting processed on the GPU which may not return the correct data
    • Check the release notes if you are running an NVIDIA based GPU.
    • Update drivers.

    All Samples are not working.
    • Unable to load required library files
    • DX11 initialization failure
    • Connection issues
    • Ensure your device is detected and without any reported issues with Device Manager
    • Be sure that there are no other devices sharing the USB3 Host controller that you are using for the Kinect
    • Check the installation of the project has the required libraries
    • Upgrade GPU to a recommended DX11 based card


    Carmine Sirignano - MSFT

    Thursday, July 17, 2014 6:09 PM

All replies

  • Multi-GPU systems

    For those with Intel and other discreet GPU's in their system, be sure you are using the correct GPU for the Kinect Runtime. If you default GPU is not a DX11 based card that support compute shader level 5.0, the service that handles processing the data off the sensor will not be able to run correctly.

    If you have a NVIDIA based GPU, you can control the process to always run with that GPU. Check the NVIDIA control panel under "Manage 3D settings". On the right side panel of the window, select the "Program Settings" tab.

    "Section 1. Select a program to customize":

    • Click the "Add" button
    • From the list, select "KinectService.exe" (if you can't find it, be sure your SDK is installed correctly)
    • Click the "Add Selected Program" button

    "Section 2": Specify the settings for this program":

    Change the following:
    • "CUDA - GPUs" to one that supports DX11
    • "Multi-display / mixed-GPU acceleration" to "Single display performance mode"
    • "Power management mode" to "Prefer maximum performance"
    • You may also have the option to select the GPU that runs when this process runs.

    Carmine Sirignano - MSFT

    Monday, July 21, 2014 6:00 PM
  • Checking for USB issues.

    If you are having USB connectivity issues. You may want to check Device Manager to ensure the device is not shared with other devices. This is especially important with laptops when you don't know how the connection are made on the motherboard.

    Open Device Manager and select the "WDF KinectSensor" entry. Under the View menu, select  "Devices by Connection". What do you see under the "Host Controller" entry the sensor is attached to. Provide a screenshot if you can.

    Check for available bandwidth on the USB3 chipset

    If the device manager is showing that the driver is not loaded(yellow caution symbol), you may have an issue with the chipset and available bandwidth over USB3. Check to ensure the system is operating at the full 5.0GB/s required for Kinect.

    Carmine Sirignano - MSFT

    Monday, July 21, 2014 6:40 PM
  • Setting Clip Directory for KinectStudio

    If you wish to move the clips directory to another drive, use the following script.

    @echo off
    : check permissions
    net session >nul 2>&1
    if %errorlevel% NEQ 0 (
        echo You must run the command prompt as administrator to run.
        goto :eof
    : set clips folder path
    set clips=%1
    if "%1"=="" (
        echo No path provided, setting clip folder to default.
        echo To override path, run command with a path: KinectTest.cmd "C:\Clips"
        set clips="%HOMEDRIVE%%HOMEPATH%\Clips"
    : instructions
    echo The script will do the following steps:
    echo  1. Stop the Kinect Monitor service
    echo  2. Reset the clip folder for Kinect Studio Host service - %clips%
    echo  3. Run Kinect Status diagnostic tool,
    echo     both Color and Depth information from the runtime should be visible.
    echo If you wish to cancel without making changes, press Ctrl-C.
    echo Stopping Kinect Monitor Windows Service
    NET STOP "Kinect Monitor"
    echo Setting the clips folder to C:\Clips
    START "" /D "%SystemRoot%\System32\Kinect\" "KStudioHostService.exe" /d %clips%
    echo Close KStudioHostService window before proceeding
    echo Restarting the service...
    NET START "Kinect Monitor"
    echo Complete.
    pause >nul

    Carmine Sirignano - MSFT

    Thursday, July 31, 2014 7:02 PM
  • Sensor restarting every couple of seconds

    With the final release of the SDK many developers are finding that the sensor and service seem to be resetting more often. This can occur for several reasons, due to more aggressive monitor to ensure data is flowing from the sensor to runtime to application in a timely manner. If performance of the system is impacted please check the following:

    1. Active power management state of the CPU, Intel refers to it as Speed Step. Depending on the load on the CPU it can throttle down to conserve power.
      workaround(s): Change your BIOS to turn this off(C1E / EIST). Additionally use the High Performance Power plan in the Power control panel, in particular the "Processor power management - Minimum processor state" should be set to 100%.
    2. Bandwidth/data speeds between sensor and system is limited. If you are not getting the full 5.0GB/s from USB3 through the system bus at the required speed. There are many factors here such as mother board design of USB3 host controller using the correct bus, shared bandwidth with other devices (Hard drives SATA connection) or power management.
      workaround(s): Ensure no other devices are shared on the same bus, this includes internal SATA, Bluetooth or Wifi/Networking. Check with your OEM/PC Manufacturer.
      Use a PCIx Gen 2.0 capable USB3 (Intel/Renesas) expansion card. Any expansion card will need to be plugged into a Gen 2.0 capable slot on the motherboard to ensure the full bandwidth is achieved. Try the x16 slot typically reserved for the GPU to confirm card and system are capable of speeds necessary.
      Turn off the PCI Express - Link State Power Management setting in the Power settings. Test with the D2D samples to ensure full use of the system is used.
    3. If you are using Remote Desktop, this feature can also trigger the behavior. Be sure you have changed the Local Resources settings for Audio.
      workaround(s): click remote audio settings and change the "Remote audio playback" setting to "Play on remote computer"
    4. All data must be present from the sensor. If you have modified the hardware to remove the microphone array this is not supported.
      workaround(s): Use unmodified hardware that came in retail packaging. Make sure the Microphone from the Kinect is not disabled in your Sound - Recording control panel.

    If none of this changes the behavior, try another system to confirm the function of the device works. A Surface Pro 2/3 are know to work, in addition to, many other all in one Haswell/Ivy Bridge systems with Intel 4000 based GPU and Intel USB3 chipset. I also personally use a MacBook Pro 15" Retina w/Nvidia GT760M and Boot Camp. without issues.

    Carmine Sirignano - MSFT

    Monday, November 17, 2014 7:03 PM