Issue: Distance data for 82638L515G1PRQ REAL SENSE LiDAR camera

• Zulkifli Halim

  • April 08, 2022 02:48

  Hello Takashi,

   

  Thank you for reaching out to us. 

   

  We will handle this problem via a private ticket. 

   

  Sincerely,

  Zulkifli 

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• Takashi Matsumura

  • April 08, 2022 06:32
  • Edited

  Hi Zulkifli-san,

  Thank you for your support.

  Can you let us know what customer need to do?

  or you need more information from the customer?

   

  I will ask her if you needs to.

   

  Thank you so much.

  Best Regards,

  Takashi

   

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• Takashi Matsumura

  • April 08, 2022 06:45

  Hi Zulkifli -san

   

  There are The packages.

   

   

   

  

   

   

   

  

   

   

  So. Do you needs screen shots on PC right?

  I think camaeras were not verified.

  I told the customer to send more documments to verify how the defectives.

  Sorry about taking your time like this.

   

  When I recived it get back to you asap.

  Thank you for your patience.

   

  Takashi

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• Takashi Matsumura

  • April 18, 2022 00:47
  • Edited

  Hi Zulkifli -san,

   

  Thank you fro your support.

  The customer asking "they were no problem to use previous items purchasing from us.(same cameras But few years ago I belive and also Im asking to the customer for"working cameras" S/N, LOT or DATE code which customer talking about right now".

  The questions are

  1. Is there any Firmware change?

  2. If so, what customer needs to do to activate these cameras? (Any software(or firmware) can you recommend to download?)

  The customer plans to purchase 10 more same cameras.

   

  So, Can you give us an advice?

  Thank you for your patience.

  Best Regards,

  Takashi

   

   

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• Zulkifli Halim

  • April 19, 2022 05:53
  • Edited

  Hello Takashi Matsumura,

   

  The latest firmware can be downloaded from this page:

  https://www.intel.com/content/www/us/en/products/sku/201775/intel-realsense-lidar-camera-l515/downloads.html

   

  The RealSense SDK 2.0 can be downloaded from here:

  https://github.com/IntelRealSense/librealsense/releases/tag/v2.50.0

   

  For your information, Intel has decided to wind down the "RealSense" business unit and is announcing the End-Of-Life (EOL) of LiDAR (L515), Facial Authentication (F455) and Tracking (T265) product lines. For these specific products, we will provide a 6-month EOL and Last Time Buy period for these EOL products (as of February 2022).

   

  However, as for the Stereo Product Line, Intel WILL continue to provide the following stereo products: D415, 430, 450, modules and D415, 435, 435i, D455 integrated product lines.

   

  Sincerely,

  Zulkifli Halim

  Intel Customer Support 

   

   

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• Takashi Matsumura

  • April 19, 2022 06:58

  Hi Zulkifli-san,

   

   

  Thank you so much!

  It sounds like open sesame to our customer.(I hope!)

   

  I will forward to customer.

  Thank you so much!

  Best regards,

  Takashi

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• Takashi Matsumura

  • May 30, 2022 00:55

  Hi Zulkifli-san,

   

  The customer has succeeded to update the firmware for one item following your guide line.

  But, He still has trouble for other one can't update.

   

  Can you let us know what's could be cause the problem?

   

   Takashi

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• Zulkifli Halim

  • May 30, 2022 08:01

  Hello Takashi,

   

  Let's check whether the camera can be updated in rs-fw-update when the tool is launched in recovery (-r) mode with the command below.

   

  rs-fw-update -r -f Signed_Image_UVC_<firmware_version>.bin

   

  Sincerely,

  Zulkifli 

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• Takashi Matsumura

  • June 03, 2022 01:19

  Zulkifli -san

   

  The customer tried  recovery (-r) mode as well But still has issue below.

   

   

  D:\job\3DCAMERA\Intel\FWUpdate>Intel.RealSense.FW.Update -r -f Signed_Image_UVC_1_5_0_0.bin Update to FW: Signed_Image_UVC_1_5_0_0.bin Recovering device:

  Name: Intel RealSense L51X Recovery, serial number: unknown, update serial number: 0003b52617a4, firmware version: unknown, USB type: unknown Firmware update started Failed to recover device

   

   

  Can you verify as defective or still have some solution for this?

  Best Regards,

  Takashi

   

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• Zulkifli Halim

  • June 03, 2022 08:36

  Hello Takashi,

   

  Please informed your customer that based on your description of the issue, your L515​ is faulty and should be returned or exchanged.

   

  • If you purchased the unit from the Intel RealSense Store, please sign in to your account on http://www.intelrealsense.com and go to My Account -> My Orders -> Return or Replace Items or open a ticket here.

   

  IMPORTANT - READ

  In your issue description to Intel RealSense Store Support write, "I have contacted RealSense technical support and agent Zulkifli Halim​ confirmed that my camera is faulty. The RealSense technical support ticket number is 18221​."

   

  • If you did not purchase the unit from the Intel Store, contact your distributor for a return.

   

  Sincerely,

  Zulkifli 

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