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L515 not recognized by Realsense Viewer but well detected in device manager

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Christian Burlet

Hello,

I have a problem with a brand new L515 camera under Windows 10 (20H2). When plugged in it seems well detected in the Device Manager (RGB, depth camera and hid sensors v2) but isn't detected by Intel realsense viewer (SDK 2.49.0 and 2.41.0) or the firmware updater ("nothing to do") or by the python library example scripts.

When using the windows 10 camera app, I get an RGB video stream, depth camera stream is black.

What could be the issue?

Thanks in advance,

 

Christian

 

 

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10 comments

Date Votes
  • Zulkifli Halim

    Hello Christian Burlet,

     

    Thank you for reaching out.

     

    Did you receive any error messages? Please share with us the snapshot of the RealSense Viewer for both RGB and Depth camera outputs.

     

    Sincerely,

    Zulkifli

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  • Christian Burlet

    Hello,

    thanks for your answer, here is the snapshot of the realsens viewer, that is like nothing is connected. In the Device manager (see next post, the camera seems well recognized, and using the windows camera app i can see the RGB image

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  • Christian Burlet

    here is the device manager view and a snapshot of the default windows camera app.

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  • Zulkifli Halim

    Hello Christian Burlet,

     

    Could you please let us know if you have tried to connect the camera to another USB3 port? 
    Have you checked if the same thing happens on another device? 

     

    Sincerely,

    Zulkifli 

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  • Christian Burlet

    Hello Zulkifli,

    Yes I tried the camera on one desktop and one laptop. I tried also different usb 3 cables and even a usb-c to usb-c cable. The only thing i didn't tried is an even more recent computer with a usb 3.1 port.

    Sincerely,

    Christian

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  • Zulkifli Halim

    Hello Christian Burlet,

     

    Can you give it a try on a USB3.1 port? And share with us the result. 

     

    Sincerely,

    Zulkifli

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  • Christian Burlet

    OK I found two computers with USB 3.1 "Gen 2" ports and the camera is detected without any problems!

    So it's ok for me but good to know that USB 3.0 or USB 3.1 "Gen1", as it is sometimes called, won't work with it...

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  • Christian Burlet

    Thank you for the help!

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  • 19ucs084

    I am also facing the same problem can you please help me out with this.

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  • Zulkifli Halim

    Hello 19ucs084,

     

    Please open a new thread for the issue. Since this thread is no longer be monitored. 

     

    Sincerely,

    Zulkifli

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