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No frames received on L515

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Reynaldo Gago

Hi, 

I've just received my L515 (yesterday) and plugged it on my PC. After installing realsense viewer, upgrading the lidar, just started the depth view, and it worked for a while (10 minutes or so) and I played with some views/parameters.

Then, I started receiving this info "no frames received" for depth sensor or infrared camera. RGB camera works normally, also motion detector, and I get info from L515, such as temperature, but simply I get no depth/ir image. When I start depth stream, I get this error:

Severity: Error
Description: Fatal error occurred (16)

I've changed usb port, cable, tried some hardware reset and even tested my 435i camera to see if there was any issue.

Anyway, I'm guessing this is some kind of hardware error - I've noticed that the laser emitter is not turning on. Any suggestions on what to do?

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  • Reynaldo Gago

    Adding some info on the topic here picture showing no frames transmitted and rgb camera ok.... The only "strange" value is APD temperature = -9999

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  • Aznie Syaarriehaah

    Hi Reynaldo Gago,

    Please try the fix listed below :

    1. Use the latest firmware and RealSense SDK 2.0 version.
    2. Connect the camera directly to a USB 3 port on your PC.
      If the camera is already connected directly to the PC, try using a powered USB hub.
    3. Use the USB cable that came with the RealSense camera.
      The cable that came with your RealSense Camera is a high-quality USB cable that is capable of handling the power and bandwidth requirements of the camera. Using other cables is not recommended.
    4. Connect the RealSense camera to a different computer - preferably a computer with an Intel processor.
      If your camera works on another computer, then the original computer probably has a USB subsystem that the camera is having problems with.
    5. Flip the USB C connector that is inserted into the camera and re-insert it the opposite way.
      Sometimes the camera will work only if the cable is inserted in a particular orientation.
    6. Update the USB drivers on the PC.
      You probably already have the latest USB drivers due to automatic Windows Updates but this is worth checking.


    Regards,
    Aznie
    Intel RealSense Customer Support

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  • Reynaldo Gago

    Thank you for your quick answer. Unfortunately, none of the actions gave any different result...

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  • Aznie Syaarriehaah

    Hi Reynaldo Gago,

    Can you try to connect the camera to another computer and see if the same issue happens? If you encountered the same issue with another computer, your camera might be faulty.

     

    Regards,

    Aznie

    Intel RealSense Customer Support

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  • Reynaldo Gago

    I've tried it on a my dell intel PC, in another notebook and in a Jetson Nano dev kit... All of them with the same results

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  • Aznie Syaarriehaah

    Hello Reynaldo​,

     

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

     

     

    We apologize for the inconvenience this has caused.

     

    Sincerely,

    Aznie​​

    Intel RealSense Customer Support

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  • Criggs

    Hi,

    I recently purchased the L515 and seem to be having the exact same problem.  Can you provide any more information on why this is happening, what we can do to prevent it, or if this is a known issue and all units will likely fail in time?  I have multiple units and if possible would like to prevent all of them from failing.

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