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RealSense D435i No Frames Received in Stereo Module Depth Stream

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20 comments

  • MartyG

    Hi Aloushkin  Are any of the USB cables that you have tested with the official 1 meter USB cable supplied with the camera, please, or are you using cables that you purchased yourself?

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  • Aloushkin

    We used our cables. We don't have USB cables supplied with D435i cameras.

    I'd tried multiple different cables and the outcome is the same always.

    As a note, other cameras work fine with those cables.

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  • MartyG

    RealSense cameras require high quality USB cables like the ones usually supplied with models such as D435i.  This is because RealSense cameras can transfer high volumes of camera data, so they need quality cables that are designed for data transfer and not just charging or data sync.   Otherwise, degraded performance or camera disconnections may occur.

     

    If the cable is 5 meters or longer then it is recommended to use ones that have active repeater components built into them to boost the signal.

     

    The company Newnex are a supplier of high quality RealSense-validated USB cables, though other brands of cable can work too if they are high quality and designed for data transfer.

    https://newnex.com/realsense-3d-camera-connectivity.php

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  • Aloushkin

    Ok, I'll buy one of those and let you know what the result is.

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  • Aloushkin

    We found the original cables from the cameras. Stereo module is still not working.

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  • Aloushkin

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  • Aloushkin

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  • MartyG

    Thanks very much for the images.  Can depth data be displayed if you change the depth resolution in the RealSense Viewer from the default 848x480 to another resolution such as 640x480 or 1280x720

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  • Aloushkin

    Negative for both cameras.

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  • MartyG

    There is an alternative method to the CustomRW gold reset that can be performed in the RealSense Viewer using the instructions at the link below.  Do you still get No Frames Received from the depth stream of your cameras if you use this procedure?

    https://github.com/IntelRealSense/librealsense/issues/10182#issuecomment-1019854487

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  • Aloushkin

    It doesn't fix the problem

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  • MartyG

    Have you ever been able to stream depth successfully since you purchased these two cameras or did the cameras work normally for a time and then develop this problem later?

     

    If the cameras did initially work correctly, have the cameras been stored inactive for weeks or months in a container such as a cupboard or desk drawer before the problem started occurring?

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  • Aloushkin

    Unfortunately, I don't have this information as I don't work with the cameras when they arrive but only deal with issues(if there are any).

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  • MartyG

    It is unusual that two cameras would be experiencing the same problem.  There are rare occasions when this 'No Frames Received' problem with the depth stream can occur if RealSense cameras have been stored inactive in a cupboard or drawer for a period of weeks / months.  Then when they are used for the first time after being taken out of storage, the depth stream only displays No Frames Received. 

     

    If the two cameras had been stored together for a prolonged period of inactivity in an enclosed area such as a drawer, cupboard, suitcase, etc then it would be possible for them to simultaneously develop the same issue.  Would it be possible to ask the people using the cameras if they have been in storage, please?

     

    If they have been in inactive storage and developed No Frames Received then there is a small chance that they could be recovered if they were used for a few weeks to raise their internal temperature regularly.  This is based on a case of this problem where a stored camera was shipped from India to Intel in California and had recovered by itself by the time it arrived in the United states. 

     

    Usually though, a storage-caused No Frames Received error is a hardware fault that cannot be recovered and the camera has to be replaced, unfortunately

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  • Aloushkin

    Looks like they were not working out of the box. This issue was noticed during manufacturing process. Is there a way Intel can replace these?

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  • MartyG

    The Intel RealSense Help Center's official guidance article about returns can be found at the link below.

    https://support.intelrealsense.com/hc/en-us/articles/360051623953-How-to-return-a-faulty-Intel-RealSense-Camera

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  • Aloushkin

    Could you please explain in more detail the difference between storage after manufacturing of these cameras by Intel and first use by a customer and storage after the customer used it for some time and then kept disconnected? 

    How does Intel prevent the cameras from going bad while they are kept in a warehouse?

    It looks to me that some do fail no matter what and it is discovered only when these cameras are sold to customers.

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  • MartyG

    Some manufacturers of products in general - not Intel in particular - will have an 'acceptable failure rate', a small percentage of the total units shipped from the factory that will already be dead when they leave the factory.

     

    This is not the case with this particular storage issue though, as the camera usually works normally when first purchased by the customer and and only experiences the hardware failure when stored inactive in a place such as a cupboard or drawer for a period of weeks / months.

     

    There is not information available about the warehouse logistics of Intel RealSense products.

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  • Aloushkin

    I see. What is the reason for the hardware failure while it is stored for weeks/months disconnected? What exactly fails in this case? I can see the depth module failed but why did it fail simply because of being stored somewhere and what in that module fails?

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  • MartyG

    There is not an official explanation for this very rare failure, so I would not want to speculate about RealSense cameras specifically. In general though, certain storage conditions might lead to condensation forming and causing a short-circuit when the product is next used.

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