View my account

Depth Camera does not work

Comments

10 comments

  • Official comment
    Jesus Garcia

    Hello Kenji,

    Based on your description and the fact that none of the troubleshooting steps helped, your camera is faulty and should be returned. We sent you specific instructions for returning your camera in a separate email.

    Sincerely,
    Jesus G.
    Intel Customer Support

    Comment actions Permalink
  • Jesus Garcia

    Hello Kenji,

    Which OS and platform are you running on?

    Try flipping the USB C connector into the camera.

    Also, try on a different computer to check if you get the same result.

    Sincerely,
    Jesus G.
    Intel Customer Support

    0
    Comment actions Permalink
  • Kenji Yasuda

    Hello, Jesus

    Thank you for your confirmation.

    The OS I'm using is Windows 10.
    I'm using the included USB cable that came in the box at the time of purchase.
    I also tried connecting the USB with the opposite polarity. (One is recognized as USB3.2 and the other is recognized as USB2.1 by RealSenseViewer.)
    In both cases, the results were exactly the same.

    I also tried these on another PC with Windows 10.
    The result was exactly the same.

    Thank you.

    0
    Comment actions Permalink
  • Kenji Yasuda

    Thank you for your support.

    Additional information.

    The device manager on my PC recognizes the L515 depth camera.

    Thank you.

    0
    Comment actions Permalink
  • Jesus Garcia

    Hello Kenji,

    Please try to recover the firmware using the fw-update tool and the recovery flag.

    rs-fw-update -r -f <desired firmware bin file>

    Sincerely,
    Jesus G.
    Intel Customer Support

     

    0
    Comment actions Permalink
  • Kenji Yasuda

    Hello Jesus.

     

    Thank you for information.

    I am very helpful because you respond quickly.

     

    When I started RealSenseViewer this morning before running "rs-fw-update", yesterday's error disappeared.

    But instead, the application says "No Frames Recieved!" on the screen when running depth camera.

    The color camera and motion sensor work fine.

    This often happened after previous firmware update. (>> I upgraded the firmware to 1.5.4.1 with SDK 2.42.0 a week ago.)

     

    Well, I ran "rs-fw-update".

    The command ran successfully.

    However, the above issues (it means "No Frames Recived!" error) continue to occur.

     

    The environment is the same Windows10 as before.

     

    Thank you.

    0
    Comment actions Permalink
  • Kenji Yasuda

    Thank you for your support.

    Additional Information.

     

    I found that when I sent hardware reset command on RealSenseViewer, I got the following output when the camera restarted:

    09:40:21 [Error] C:\jenkins_sys_rsbuild\workspace\LRS_windows_compile_pipeline\src\types.h:315 - MFCreateDeviceSource(_device_attrs, &_source) returned: HResult 0x80070003: "指定されたパスが見つかりません。"
    09:40:21 [Error] C:\jenkins_sys_rsbuild\workspace\LRS_windows_compile_pipeline\src\sensor.cpp:526 - acquire_power failed: MFCreateDeviceSource(_device_attrs, &_source) returned: HResult 0x80070003: "指定されたパスが見つかりません。"
    09:40:21 [Error] C:\jenkins_sys_rsbuild\workspace\LRS_windows_compile_pipeline\src\error-handling.cpp:76 - Error during polling error handler: MFCreateDeviceSource(_device_attrs, &_source) returned: HResult 0x80070003: "指定されたパスが見つかりません。"

     

    I check the Windows path according to "Modifying the registry manually" in Windows 10/8.1 - RealSense SDK 2.0 Build Guide, but I confirmed that it was correctly.

     

    Thank you.

     

     

    0
    Comment actions Permalink
  • Jesus Garcia

    Hello Kenji,

    Update your RealSense SDK to version 2.44.0 and try a firmware upgrade with RealSense Viewer. Be sure to insert the USB C cable in the orientation that results in the device being recognized as USB 3.2.

    Sincerely,
    Jesus G.
    Intel Customer Support

    0
    Comment actions Permalink
  • Kenji Yasuda

    Hello, Jesus.

    Thank you for your answer.

    I have upgraded the version of RealSense Viewer to 2.44.0, as you told me.
    The RealSense Viewer and SDK upgrades have completed successfully.

    Then I tried upgrading the firmware on RealSense Viewer.
    However, even after waiting for more than 30 minutes, the scroll bar did not progress from 30%, so the following popup did not disappear.
    (Internet environment is stable)
    I can't disconnect the device because it says "Please do not disconnect the device".
    I have nothing to do anymore. What should I do now?

    '''
    Started Firmware Update process
    Backing-up camera flash memory
    Backup completed and saved as 'XXX'
    Requesting to switch to recovery mode
    '''
    (XXX is the file path of bin.)

    When I connect the L515 to Windows 10, I use the cable that came with my purchase.
    Also, when I plug in the USB, I make sure that it is recognized as 3.2 before using it.

    I'm in great trouble because I'm stuck at work.
    Thank you.

    0
    Comment actions Permalink
  • Kenji Yasuda

    Hello Jesus.

    The progress bar did not advance, so I updated the firmware by clicking "Install Recommended Firmware" from the menu in "More" at the top left of the screen.

    However, when I started the Depth camera, I got the following error:

    Invalid Value in rs2_open_multiple(sensor:00000193DBC50A60,
    profiles:00000193D4DD52F8, count:2):

    Failed to resolve the request:
    Format: Z16, width: 640, height: 480 Format: Y8, width: 640, height: 480

    Into:
    Formats:
    Y8 Z16

    I sent a "hardware reset" command, but it didn't resolve.
    Also, I ran the "rs-fw-update" command that you previously told me, but it didn't resolve.

     

    When I manipulated the resolution parameter of the depth camera, I got an error like this:
    (This error is displayed for all resolution types.)

    When I connect the L515 to Windows 10, I use the cable that came with my purchase.
    Also, when I plug in the USB, I make sure that it is recognized as 3.2 before using it.

     

    I want to solve this problem.

    Thank you.

    0
    Comment actions Permalink

Please sign in to leave a comment.