Hi, Until recently I had no issues in using Kinect v2 on my Surface Book computer. Suddenly, after last week Windows and Surface Book firmware updates Kinect is not recognized anymore. My configuration: Surface Book, i5/256 Kinect connected on the USB3 port of Surface Book Powered either directly or via docking station Kinect service set to use Nvidia card Once I connect the USB cable the following happens: Kinect led (from the Kinect adapter) is either orange (as no connection) or flashing white After a few seconds, I get the following message popping up on the screen (message in the bottom right of the screen): "USB Device is not recognized...", followed up by the typical and infinitely repeating USB out sound In Device Manager I can see under the Universal Serial Bus controllers: Unknown USB Device (Set Address Failed) When I installed it first time the device was visible in the Devices, device Manager, etc. But was not starting the Kinect. After restart device was just not recognized. What did I try? from removing devices, disable, etc... to reinstalling completely my Surface Book (yes... a few hours of work) tested Kinect on a desktop PC - works OK tested on a Surface3 even there works ok (I don't think that Surface3 has a USB 3 port... but, it works!) used Kinect verifier, which as always is listing that USB device is unknown (but this is not new since I had it in the past too) Any idea? I believe it has to do with latest Windows 10 updates, drivers and latest Surface Book update too. Thank you! Kind regards, Gia ***Post moved by the moderator to the appropriate forum category.***

I completely agree with Gia Betiu again. This cannot be the answer. Passing the buck as they say. I bought 2 of the best surface books, accessories and Kinect 2 dev kit. Not to use for gaming but development and pushing what these things can do. This issue is with surface book and its compatibility issues. It was working and now it is not. Not after a Kinect update but a windows 10 update. I would appreciate if Microsoft help didn't give up on us so easily. I did not give up on Microsoft after Windows Vista! @Gia Betiu I did follow Erwin's earlier advice and that did not work, as far as now trying to contact global support ( 1-800 phone number) and talk to xbox? It seems like more time that I do not have at the moment... I am hoping @SurfaceSupport keeps looking into this.

I am sorry Erwin, but I disagree with this last reply from you. It cannot be the answer. Please feedback this to your colleagues. You have the best tools in collaboration, just apply it. We talk here about Microsoft flagship product (luxury class) Surface Book, another one called Windows, and a device which is as revolutionary as Surface Book, the Kinect sensor. If there is the intention to scrap Kinect (indeed, not too many games on xbox are using it) then would be good to know that. Kinect was a pioneer, and due to computing needs was lagging behind. Microsoft invested a lot already in research with Kinect and spin off into HoloLens. 3D scanning, gesture control is not anymore Sci-Fi thanks to Kinect. Maybe v3 will be smaller, more powerful, or will not be at all... Fine then, give us the specs (make it open!) we make a club and recreate the product :) @IanZeigler, did you follow already Erwin's advice? I live in Europe, got Surface from USA, I don't even want to think about the support process. Cheers, Gia

Since this issue started after the installation of the latest firmware for Surface Book, we suggest that you contact our Global Customer Service team for further troubleshooting and in-depth support. Regards.

I also just downloaded again, and Windows confirmed that I already have it installed (file is also the same). So i have the latest windows 10 updates and firmware for surface book pro and the Kinect V2 is still not showing up. It worked fine like 2 or 3 months ago with the microsoft 3d scan software.

Kinect v2 does not work with Surface Book with latest Windows 10 version1607

Anonymous

Hi,

Until recently I had no issues in using Kinect v2 on my Surface Book computer. Suddenly, after last week Windows and Surface Book firmware updates Kinect is not recognized anymore.

My configuration: Surface Book, i5/256

Kinect connected on the USB3 port of Surface Book

Powered either directly or via docking station

Kinect service set to use Nvidia card

Once I connect the USB cable the following happens:

Kinect led (from the Kinect adapter) is either orange (as no connection) or flashing white
After a few seconds, I get the following message popping up on the screen (message in the bottom right of the screen): "USB Device is not recognized...", followed up by the typical and infinitely repeating USB out sound
In Device Manager I can see under the Universal Serial Bus controllers: Unknown USB Device (Set Address Failed)
When I installed it first time the device was visible in the Devices, device Manager, etc. But was not starting the Kinect. After restart device was just not recognized.

What did I try?

from removing devices, disable, etc...
to reinstalling completely my Surface Book (yes... a few hours of work)
tested Kinect on a desktop PC - works OK
tested on a Surface3 even there works ok (I don't think that Surface3 has a USB 3 port... but, it works!)
used Kinect verifier, which as always is listing that USB device is unknown (but this is not new since I had it in the past too)

Any idea? I believe it has to do with latest Windows 10 updates, drivers and latest Surface Book update too. Thank you!

Kind regards,

Gia

***Post moved by the moderator to the appropriate forum category.***

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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84 answers

Anonymous

2017-03-20T01:48:31+00:00

I completely agree with Gia Betiu again. This cannot be the answer. Passing the buck as they say. I bought 2 of the best surface books, accessories and Kinect 2 dev kit. Not to use for gaming but development and pushing what these things can do.

This issue is with surface book and its compatibility issues. It was working and now it is not. Not after a Kinect update but a windows 10 update.

I would appreciate if Microsoft help didn't give up on us so easily. I did not give up on Microsoft after Windows Vista!

@Gia Betiu I did follow Erwin's earlier advice and that did not work, as far as now trying to contact global support ( 1-800 phone number) and talk to xbox? It seems like more time that I do not have at the moment...

I am hoping @SurfaceSupport keeps looking into this.
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Anonymous

2017-03-19T09:48:14+00:00

I am sorry Erwin, but I disagree with this last reply from you. It cannot be the answer. Please feedback this to your colleagues. You have the best tools in collaboration, just apply it.

We talk here about Microsoft flagship product (luxury class) Surface Book, another one called Windows, and a device which is as revolutionary as Surface Book, the Kinect sensor.

If there is the intention to scrap Kinect (indeed, not too many games on xbox are using it) then would be good to know that. Kinect was a pioneer, and due to computing needs was lagging behind. Microsoft invested a lot already in research with Kinect and spin off into HoloLens. 3D scanning, gesture control is not anymore Sci-Fi thanks to Kinect. Maybe v3 will be smaller, more powerful, or will not be at all... Fine then, give us the specs (make it open!) we make a club and recreate the product :)

@IanZeigler, did you follow already Erwin's advice? I live in Europe, got Surface from USA, I don't even want to think about the support process.

Cheers,

Gia
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Anonymous

2017-03-16T00:29:19+00:00

Since this issue started after the installation of the latest firmware for Surface Book, we suggest that you contact our Global Customer Service team for further troubleshooting and in-depth support.

Regards.
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Anonymous

2017-03-15T14:54:41+00:00

I also just downloaded again, and Windows confirmed that I already have it installed (file is also the same). So i have the latest windows 10 updates and firmware for surface book pro and the Kinect V2 is still not showing up. It worked fine like 2 or 3 months ago with the microsoft 3d scan software.
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Anonymous

2017-03-15T14:53:46+00:00

I also just downloaded again, and Windows confirmed that I already have it installed (file is also the same). So i have the latest windows 10 updates and firmware for surface book pro and the Kinect V2 is still not showing up. It worked fine like 2 or 3 months ago with the microsoft 3d scan software.
Was this answer helpful?

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