Realsense D435 not detected by windows 10

• MartyG

  • October 21, 2019 15:15

  Is it detected please if you insert it into the USB port with a quick, firm motion instead of inserting it slowly, please?

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• Huzaifa Shahid Minhas

  • October 21, 2019 15:20

  No not at all.

  I'm using high quality cable plumed to usb 3.0 port of laptop

   

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• MartyG

  • October 21, 2019 15:21

  Do you have the original short cable supplied with the camera to test whether the camera is detected with the official cable?

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• Huzaifa Shahid Minhas

  • October 21, 2019 15:26

  Yup I'm using original cable from the box

   

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• MartyG

  • October 21, 2019 15:28

  Do you have another USB port you can try the camera in, please?  The camera should even work in a USB 2.0 port if you have one.

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• Huzaifa Shahid Minhas

  • October 21, 2019 15:30

  I have tried all ports of my laptop and also tried camera on another laptop but in both cases even windows is unable to recognize the camera.

   

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• MartyG

  • October 21, 2019 15:47
  • Edited

  If it is not working on another laptop, it suggests that the problem may be related to the camera's firmware driver.  This driver is stored inside the camera, and so any problems with it will also be carried over to other PCs that the camera is plugged into.

  Can you check also please that the end of the USB cable that goes into the side of the camera is pushed firmly in all the way?   The camera may not be detected if that end of the cable is only partly inserted into the side of the camera.

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• Huzaifa Shahid Minhas

  • October 21, 2019 15:50

  I have also checked it multiple times. Main problem that i'm facing right now is that it is not detected by any port of laptop. Issue regarding firmware can only be resolved once I have any sort of detection of camera by laptop.

   

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• MartyG

  • October 21, 2019 16:01

  Can you check please that permission to access to the camera hardware is set to On in the Windows privacy settings?

  You can find the Privacy window by typing 'privacy' into the search box at the bottom of your Windows screen, next to the button where you shut down the PC. Once the Privacy window is open, select the 'Camera' option in the side-panel.

  Both the 'Allow access to the camera on this device' and the 'Allow apps to access your camera' options should be set to On.

  

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• Huzaifa Shahid Minhas

  • October 21, 2019 16:05

  Both options are already set to on.

   

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• MartyG

  • October 21, 2019 16:19

  Has the camera ever worked, or has it always been undetectable?

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• Huzaifa Shahid Minhas

  • October 22, 2019 04:02

  It did.

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• MartyG

  • October 22, 2019 06:44

  Going back to the possibility that there is a corrupted firmware driver in the camera, could you check please if the RealSense Viewer program can detect the camera under the name 'RealSense D4xx Recovery'.  If it can, go to the More icon at the top of the options side panel and select the menu option to update to recommended firmware.

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• Huzaifa Shahid Minhas

  • October 22, 2019 06:57

  No, only the platform camera from the laptop is being detected.

  Is there any possibility that the port of the camera is damaged and data signals are not received by the laptop?

  

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• MartyG

  • October 22, 2019 07:13

  The remaining possibilities include a USB cable gone bad (something difficult to test for it you do not have another USB-C type cable) or a hardware failure inside the camera.  

  It is a very long shot, but you could try putting the camera end of the USB cable into the side of the camera upside down.  USB-C cables are reversible on their micro-size end, so they can be inserted both ways up.  

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• Huzaifa Shahid Minhas

  • October 22, 2019 19:00

  I have tried all of these methods but none seem to be working. I think it is some malfunction in the inside

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• MartyG

  • October 22, 2019 19:25

  If you purchased the camera within the past 30 days then you have the right to return it for a refund or replacement.  If you bought it from Intel's online store then the return claim is filed with Intel.  If you purchased it anywhere else then it should be returned to the retailer that you bought it from.

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• Huzaifa Shahid Minhas

  • October 22, 2019 19:27

  Can you help me to check if there exist any hardware issues.

   

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• MartyG

  • October 22, 2019 19:44

  If the camera is not being detected then there is no way to get information on the state of its components.  If it were detectable, the sensor-control sample program could list which sensors are detected (and so indicate which were not present).

  You could try running the Windows Troubleshoot tool though, which may detect and auto-fix problems.  This link explains how:

  https://forums.intel.com/s/question/0D70P000006JugoSAC 

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• Sheethal Ng

  • July 08, 2020 15:42

  Hi,

  I am facing the same issue. i thought it is related to corrupted firmware.

  But it is working in other laptop (Windows 7 64 bit).

   

  Initially it worked in my Windows 8.1, but in Depth Quality Tool for Intel RealSense Cameras i selected firmware update option, right after that camera is not detected in Windows 8.1.

   

  There is also a issue in HID Sensor Collection driver.

   

  Please let me know what exactly is the probelm

   

  Thanks in advance  

   

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• MartyG

  • July 08, 2020 15:55

  Sheethal Ng   Do you have a D435i, please?  Your mention of the HID Sensor Collection makes me think this.

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• Sheethal Ng

  • July 08, 2020 16:04

  Yes

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• Sheethal Ng

  • July 08, 2020 16:06

  When the camera was working on my Windows 8.1, the Viewer was crashing as soon as i opened it.

  So i tried the other tool Depth control, and updated the firmware.

   

  Right after that the camera is not detected.

   

   

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• MartyG

  • July 08, 2020 16:24

  The D435i is not officially supported on every computer / computing device that the D435 is.  The following is quoted from the RealSense SDK's Releases page:

  "D435i is supported on Linux, Windows 10 and Android. Mac OS support is scheduled next, and Windows 7 will be provided in future releases".  So technically it should not have been able to work on Windows 7.

  If you used the Firmware Update option (the manual installation one where you provide a firmware file) then the firmware version needs to be 5.11.6.250 or newer.  This is because the D435i was launched about a year after the D435, which does not contain an IMU.  So cameras with firmwares earlier than 5.11.6.250 would not have D435i support in them.

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• Sheethal Ng

  • July 08, 2020 16:28

  What solution do u suggest??

   

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• MartyG

  • July 08, 2020 16:34

  If the camera could be detected by the Viewer or by the Depth Quality Tool then you could use the Install Recommended Firmware option in the same menu as Update Firmware. This would automatically install the newest firmware (currently 5.12.5) without having to provide a firmware file.

  If the camera is not detected by either of these programs then you could try the rs-fw-update firmware updater software, which has a Recovery mode for cameras.

  https://dev.intelrealsense.com/docs/firmware-update-tool 

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• Sheethal Ng

  • July 08, 2020 16:45

  I downloaded the firmware and used the following command.

   

  rs-fw-update.exe -f Signed_Image_UVC_5_12_5_0.bin.

   

  But i did not get any output in the cmd

   

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• MartyG

  • July 08, 2020 16:56
  • Edited

  Try it with the -r recovery flag inserted please:

  rs-fw-update.exe -r -f Signed_Image_UVC_5_12_5_0.bin

   

  BTW, is the firmware .bin file placed in the same folder as the rs-fw-update program?

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• Sheethal Ng

  • July 08, 2020 16:57

  yes the .bin file is present in the same folder.

  The output showed

  update to FW: Signed_Image_UVC_5_11_6_250.bin

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• MartyG

  • July 08, 2020 17:01

  Interesting.  Does the camera work now if tried in the Viewer or Depth Quality Tool?

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