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

Anonymous
2017-03-13T22:04:07+00:00

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.***

Surface | Surface Book | Install and update

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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  1. Anonymous
    2017-06-07T15:36:39+00:00

    Hi,

    We appreciate you're time in reporting this to us. We would like to ask you a few questions to help us determine the cause of the issue and find a solution for it.

    • Was it working fine before?
    • If it does, what happened before it stopped working?
    • Can you provide us the OS build version of your Surface Book i7? To get this, follow the steps below.

                 1. In the Search field/ Cortana, type Run.

                 2. In the Run field, type Winver.

    Regards.

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  2. Anonymous
    2017-06-07T08:01:54+00:00

    Hi Joseph

    I have the same issues as described by others on this forum.

    On my Surface Book i7 with docking station I get exactly the same behaviour where after plugging in the Kinect adapter (the Kinect itself doesn't have to be plugged into the adapter), you get an endless cycle of USB errors.

    I tried the Software Repair Tool, and it completed but did not solve the problem.

    Even after trying many times the steps some others have been able to get to work (Updating drivers, rebooting etc.) I was still not able to get any further beyond having the USB error cycle and "Universal Serial Bus controllers: Unknown USB Device (Set Address Failed)" appearing in the device manager.

    When I tried exactly the same Kinect hardware on my Xbox and my old Surface Pro 2 with docking station, it worked fine on both. So I am confident the Kinect hardware is not faulty.

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  3. Anonymous
    2017-06-07T08:01:08+00:00

    Hi Joseph

    I have the same issues as described by others on this forum.

    On my Surface Book i7 with docking station I get exactly the same behaviour where after plugging in the Kinect adapter (the Kinect itself doesn't have to be plugged into the adapter), you get an endless cycle of USB errors.

    I tried the Software Repair Tool, and it completed but did not solve the problem.

    Even after trying many times the steps some others have been able to get to work (Updating drivers, rebooting etc.) I was still not able to get any further beyond having the USB error cycle and "Universal Serial Bus controllers: Unknown USB Device (Set Address Failed)" appearing in the device manager.

    When I tried exactly the same Kinect hardware on my Xbox and my old Surface Pro 2 with docking station, it worked fine on both. So I am confident the Kinect hardware is not faulty.

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  4. Anonymous
    2017-06-02T15:44:58+00:00

    Hello Ian and everyone on this thread,

    To get the bottom of this issue, we would like to know more information about Kinect v2 not working properly with Surface Book by answering the following question/s:

    • Can you confirm if you were able to reboot the Surface twice after you install an update?

    • Does anyone here have tried downloading and run the Software Repair Tool? If not yet, you can check this link for the steps.

    Let us know so we can send a report to our support engineer for this matter.

    Regards.

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  5. Anonymous
    2017-05-24T14:11:09+00:00

    There is no fix yet because one of us has to take the time and contact Global support and go through all the steps of: buy a surface book, buy a Kinect, plug the 2 together and you will see that they don't work.  Maybe if we send Microsoft a Kinect and Surface book they can plug them together and hear the sweet music of an infinite USB error noise....sorry for the sarcasm but i am really upset and cant believe there is no manager to speak to here.  Let us speak to your manager Microsoft windows 10 support!!!

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