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L515 no RGB & recognized as USB 2.1

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3 comments

  • Zulkifli Halim

    Hello Adrian​ ,

    We apologize for the inconvenience.

    The first thing to try is flipping the USB-C connector into the camera and inserting it the opposite way to change its polarity. If this doesn’t solve your issue, help us troubleshoot by telling us how the camera was handled before the problem occurred.

    The answers to these questions will not affect your warranty. We just want to know why these issues are happening.

    1. Did this happen on the first connection straight out of the box?
    2. How is the camera mounted?
    3. Are you using the tripod and cable that came with the package?
    4. Was the camera dropped?
    5. Was the camera banged against an object?
    6. Can you describe any physical impacts on the camera?


    Sincerely,
    Zulkifli​
    Intel RealSense Customer Support

     

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  • Adrian

    Hi Zulkifi,

    Please see my responses below.

    1. Did this happen on the first connection straight out of the box?  Yes
    2. How is the camera mounted? On an adhesive velcro pad.
    3. Are you using the tripod and cable that came with the package? Yes but I also tried upgrading the cables. 
    4. Was the camera dropped? No
    5. Was the camera banged against an object? No 
    6. Can you describe any physical impacts on the camera? None. (perhaps during shipping?)

    Honestly I think I'm just going to return it. I've spent way too much time and $ on supportive apps for this thing to not work. 

    Thanks, 

    -Adrian.

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  • Zulkifli Halim

    Hello Adrian,

     

    We will handle this issue via a private ticket.

     

    Sincerely,

    Zulkifli

    Intel Customer Support

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