What are you seeing?
You may experience any of the following or similar symptoms:
In Windows 10 Device Manager, the RealSense camera nodes, RGB and/or Depth, appear under Other Devices rather than under Cameras or Imaging Devices; the camera nodes have a yellow bang symbol, or the camera nodes are not in Device Manager at all.
RealSense Viewer does not detect the camera.
RealSense Viewer detects the camera but there are several errors from a sensor that prevents the sensor from streaming.
RealSense Viewer detects the RealSense Camera as a USB2.1 device while the camera is actually connected to a USB 3 port.
The RealSense camera worked in the past but has stopped functioning.
In Linux, the lsusb output does not list the RealSense camera.
- Use the latest firmware and RealSense SDK 2.0 version.
- Connect the camera directly to a USB 3 port on your PC.
If the camera is already connected directly to the PC, try using a powered USB hub.
- Use the USB cable that came with the RealSense camera.
The cable that came with your RealSense Camera is a high-quality USB cable that is capable of handling the power and bandwidth requirements of the camera. Using other cables is not recommended.
- Connect the RealSense camera to a different computer - preferably a computer with an Intel processor.
If your camera works on another computer, then the original computer probably has a USB subsystem that the camera is having problems with.
- Flip the USB C connector that is inserted into the camera and re-insert it the opposite way.
Sometimes the camera will work only if the cable is inserted in a particular orientation.
- Update the USB drivers on the PC.
You probably already have the latest USB drivers due to automatic Windows Updates but this is worth checking.
If your camera is still not functioning correctly then open a technical support ticket and provide the following information:
PC model number
Camera serial number - the serial number can be found on the box, on the camera, or in RealSense Viewer.
Did you try all of the Troubleshooting steps described in this article? Let us know if the camera works in some conditions but not others.
Answers to the following questions will help us diagnose possible causes of the issue and will not affect your warranty.
Did this happen on the first connection straight out of the box?
How is the camera mounted?
Are you using the tripod and cable that came with the package?
Was the camera dropped?
Was the camera banged against an object?
Can you describe any physical impacts on the camera?
Are you connecting the camera to a USB hub? If so, which one?
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