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D455 firmware upgrade gone bad Hardware reset?

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44 comments

  • Official comment
    Jesus Garcia

    Hello Jinshiksung​,

    Based on your description of the issue, your D455​ is faulty and should be returned or exchanged.

    • If you did not purchase the unit from the Intel Store, contact your distributor for a return.

    We apologize for the inconvenience this has caused.

    Sincerely,
    ​​Jesus G.
    Intel RealSense Customer Support

     

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  • MartyG

    Hi Jinshiksung  As a starting point in investigating your problem, can you confirm please that your D455 is still not detected after you have completely shut the computer down and then restarted it by pressing the power button?

    https://support.intelrealsense.com/hc/en-us/community/posts/360039249813/comments/360010517254

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  • Jinshiksung

    Yes I shutdown and start the computer but still it is not recognized 

    shown  Device Manager as Unknown USB Device (invalid Configuration Descriptor)

    and on viewer it is not showing up and not shown on add source

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  • MartyG

    Thank you for the confirmation.  Next, let's eliminate the possibility that the Windows privacy settings have somehow enabled and are preventing access to the camera.  Please follow the instructions in the link below to check the settings and ensure that Allow access to the camera on this device and Allow apps to access your camera are both set to On.

    https://github.com/IntelRealSense/librealsense/issues/3381#issuecomment-503424789

     

     

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  • Jinshiksung

    It was working before firmware upgrade

     

    and firmware upgrade was successful but not working after that 

     

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  • MartyG

    Thank you.  Can you provide an image of your Device Manager in Windows please.  If you are able to, please expand open the Cameras section of the Device Manager if there is one and show it on the image, as this is where the RGB and Depth drivers for the 400 Series cameras are normally located.

     

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  • Jinshiksung

    There is nothing show up on camera 

     

    There is Unknown USB Device

    When I unplug D455 it disappear and plugged it show up 

     

     

     

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  • MartyG

    Windows has a hidden Hardware and Devices troubleshooter that can scan for problems with hardware and try to automatically correct them. To access it, you have to open the Windows Command Prompt interface and copy and paste the line below into the Command Prompt window.

    msdt.exe -id DeviceDiagnostic

    Then the option appears.

    The Command Prompt can be found by typing command into the text box at the bottom of the Windows screen, next to the button in the corner where the PC is shut down.

     

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  • Jinshiksung

    It doesn't work

    still showing same invalid configuration descriptor on Device Manager

     

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  • MartyG

    From your opening comment, it sounds as though you have tried right-clicking on the Unknown USB Device (invalid Configuration Descriptor) driver entry in the Device Manager, selecting the Uninstall option and then rebooting the computer.  Is that correct please?

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  • Jinshiksung

    Yes I did but still not recognize it 

    As I told you that it should be due to faulty firmware since it happen after firmware update 

    It was working fine and the firmware update was successful 

    but it is not working since then 

    Is there anyway hardware reset itself to default firmware or something thru pin hole kind of ?

     

    Please help me on this 

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  • MartyG

    I understand that it occurred after a firmware update.  It is important to test different possibiities to build up information about a problem though.  Thanks very much for your patience and cooperation in performing tests.

    A camera can be reset to factory defaults using a tool called CustomRW that is packaged with the RealSense Dynamic Calibration tool.  The Windows version of the tool can be downloaded from the link below and installed.

    https://downloadcenter.intel.com/download/29618/Intel-RealSense-D400-Series-Dynamic-Calibration-Tool

    After installation is complete, you can input the command below into the Command Prompt to launch CustomRW and activate the Gold Reset, if the tool can access the camera:

    Intel.Realsense.CustomRW.exe -g

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  • Jinshiksung

    USB is not recognized

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  • MartyG

    For the next test, please return to the Device Manager and go to the View menu option and select Show Hidden Devices.  

     

     

    This should show whether you have any hidden RealSense drivers, which were the cause of a breakage of the camera in the case in the link below.

    https://github.com/IntelRealSense/librealsense/issues/7185#issuecomment-688837669

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  • Jinshiksung

    I saw 435 driver so I uninstall it and the faulty driver and connect it again and  it is still same not recognizing the D455

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  • MartyG

    Do you have a different USB port on your computer that you can try the camera in if you have not done so already?

    Do you have a different computer that you can try the camera in?  If it is detectable on another computer then that would suggest that the problem is with the computer and not the firmware.  This is because the firmware is stored inside the camera and not on the computer.  Therefore a problem with the firmware that made the camera undetectable on one computer should also make it undetectable on another computer (because the problem is carried in the camera to other machines that it is attached to).

     

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  • Jinshiksung

    Yes I have try with two other machine and same thing happen 

    USB device not recognized 

     

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  • MartyG

    Thanks very much for the information.  I appreciate your patience as we work through your problem.

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  • MartyG

    Given the previous failures with camera detection, this next method may not succeed either but it can at least be tried.

    STEP 1

    Visit the RealSense firmware download page at the link below.

    https://dev.intelrealsense.com/docs/firmware-releases#section-d400-series-firmware-downloads

    Download the firmware file Signed_Image_UVC_5_12_12_100.bin by right-clicking on its link and selecting the menu option to save the file - it may be called something like Save Link As or Save Target As depending on your browser.  Download it to the folder location below:

    C: > Program Files (x86) > Intel RealSense SDK 2.0 > tools

     

     

    STEP 2

    Open the Windows Command Prompt and change directory to the SDK tools directory where the SDK frmware update program called rs-fw-update is located.  You can navigate there with this command:

    cd C:\Program Files (x86)\Intel RealSense SDK 2.0\tools

     

    STEP 3 

     Launch rs-fw-update in recovery mode and tell it to use the firmware file that you downloaded for the recovery attempt by inputting the instruction below into the Command Prompt:

    rs-fw-update -r -f Signed_Image_UVC_5_12_12_100.bin

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  • Jinshiksung

    I try it but still not working 

    USB device is still not recognized after update run 

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  • MartyG

    Please visit the link below for instructions on testing the RGB video of the camera in the Camera tool of Windows outside of the RealSense SDK to see whether the camera hardware is capable of providing a video stream.

    https://github.com/IntelRealSense/librealsense/issues/8711#issuecomment-811945394

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  • Jinshiksung

    USB is not recognized

    How it will be getting video stream?

    As I told you It was firmware update

    The firmware update address that it was successful but after that

    it is not working

     

    I think that you have to guide me how to update firmware without connection or reset button if there is or replace it 

     

     

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  • MartyG

    I understand that it is firmware related.  Sometimes a RealSense camera that has a driver problem can have its RGB video accessed as if it is a standard video-conferencing webcam though.  The purpose of my request to use the Windows Camera app was to test what functionality is currently available from the camera hardware.

    At this point I will refer your case to a team member of this Intel RealSense Customer Support forum to explore further options, as I am from the Intel RealSense GitHub (a different support site) and have covered all of the advice options that are available to me here.

     ***********

    @...  Could you take a look at this case please.  In summary the D455 camera of Jinshiksung became undetectable after a firmware update and could not be found by the Windows Device Manager or a range of different RealSense applications, such as the RealSense Viewer, Dynamic Calibrator and rs-fw-update.  The RGB stream could not be accessed outside of the SDK in the Camera app of Windows.  The Windows hardware troubleshoot tool was also unable to resolve the problem.

    The two RealSense drivers (RGB and Depth) do not appear under the Cameras category of the Device Manager, and the Manager shows the camera as 'Unknown USB Device (invalid Configuration Descriptor)'.  I have not encountered this particular USB error before with RealSense devices, though it is well documented on non-RealSense devices.

    Uninstalling this Unknown USB Device entry from the Device Manager does not result in the two RealSense drivers being installed in the Device Manager the next time that the camera is plugged in.

    Thank you very much @...

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  • A Nunez

    Hello MartyG,

    We also have the same problem with our realsense D455 after a firmware update.

    We followed all this forum discussion, following all the steps and the results were the same results obtained by Jinshiksung.

    How may we proceed? Did @... managed to solve this issue?

    Thanks in advance guys.

     

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  • A Nunez

    Just to add more information:

    When we connect the camera in the USB2.0 port, we get this device description instead of the "Unknown device descriptor" on the 3.0 port. But even in the USB 2.0 the computer does not identify the device as a camera device (on Windows camera app, on IntelRealsense viewer, on calibration tool, on CustomRW.exe - none of them recognizes it as a camera).

     

    We also connected the D455 to a Linux OS, the device is displayed as "IntelRealsense Invalid SKU" and does not work as well.

    Thanks,

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  • MartyG

    Hi A Nunez  Given the symptoms that you describe, I will refer your case to a team member of this Intel RealSense Customer Support forum.  Thanks very much for your patience.

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  • A Nunez

    Hello MartyG, nobody has contacted us yet. There is any direct way? I mean.. instead of writing in the forum discussion that obviously has nothing to do with our particular problem... Thanks in advance.

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  • MartyG

    I will follow up on my earlier contact with Intel Customer Support with a reminder about your problem.  I apologize for the delay.

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  • Rizvi, Sahira

    Hello A Nunez

    We are resolving this via private ticket, please respond there.

    Sincerely,

    Sahira 

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  • Vjbirds

    Hello! I am having exactly this same issue, I have followed all steps, still the camera is not working as in this similar cases. How can I get a support ticket to follow up this problem I jhave with the D455 camera?

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