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RealSense L515 Seems to be totally dead

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Manuel Korell

L515 is not recognized in either Windows 10 or Ubuntu 18.04. Compiled a fresh librealsense, the output with rs-fw-update -l is "there are no connected devices". 
My D435i works on the same cable if I change devices. I use a USB3 port and reversing polarity, by turning the plug 180 degrees, did not work. 
When I use dmesg, the L515 does not appear either. The weird thing is, everything worked the day before.
Now I do not know what I can do, it seems like there is no communication at all. 

Hope someone has some great ideas because I can't figure it out.

 

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3 comments

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  • Jesus Garcia

    Hello Manuel,

    1. 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.

    Please provide the information below to help us diagnose the issue.

    PC Information

    1. PC manufacturer
    2. PC model number
    3. Camera serial number - the serial number can be found on the box, on the camera, or in RealSense Viewer.

    Answers to the following questions will help us diagnose possible causes of the issue and will not affect your warranty.

    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?
    7. Are you connecting the camera to a USB hub? If so, which one?

    Sincerely,
    Jesus G.
    Intel Customer Support

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  • Manuel Korell

    Thanks for the quick response.

    Ubuntu machine and the Windows PC have the latest drivers.

    1. PC manufacturer
    2. PC model number
      The PC is custom built, but there is the specs:

      System: Host: manuel Kernel: 5.4.0-70-generic x86_64 bits: 64 Desktop: Gnome 3.28.4
      Distro: Ubuntu 18.04.5 LTS
      Machine: Device: desktop Mobo: Gigabyte model: B85M-DS3H v: x.x serial: N/A UEFI: American Megatrends v: F3 date: 08/10/2015
      CPU: Quad core Intel Core i7-4790K (-MT-MCP-) cache: 8192 KB
      clock speeds: max: 4200 MHz 1: 4189 MHz 2: 4157 MHz 3: 4140 MHz 4: 4121 MHz 5: 4143 MHz 6: 4174 MHz
      7: 4155 MHz 8: 4158 MHz
      Graphics: Card-1: Intel Xeon E3-1200 v3/4th Gen Core Processor Integrated Graphics Controller
      Card-2: Advanced Micro Devices [AMD/ATI] Hawaii PRO [Radeon R9 290/390]
      Display Server: x11 (X.Org 1.20.8 ) drivers: i915,radeon Resolution: 3840x2160@60.00hz
      OpenGL: renderer: AMD HAWAII (DRM 2.50.0, 5.4.0-70-generic, LLVM 10.0.0) version: 4.5 Mesa 20.0.8
      Audio: Card-1 Advanced Micro Devices [AMD/ATI] Hawaii HDMI Audio [Radeon R9 290/290X / 390/390X]
      driver: snd_hda_intel
      Card-2 Intel 8 Series/C220 Series High Definition Audio Controller driver: snd_hda_intel
      Card-3 Intel Xeon E3-1200 v3/4th Gen Core Processor HD Audio Controller driver: snd_hda_intel
      Card-4 Logitech Webcam C310 driver: USB Audio
      Sound: Advanced Linux Sound Architecture v: k5.4.0-70-generic
      Network: Card: Realtek RTL8111/8168/8411 PCI Express Gigabit Ethernet Controller driver: r8169
      IF: enp3s0 state: up speed: 1000 Mbps duplex: full mac: fc:aa:14:53:b8:cd
      Drives: HDD Total Size: 250.1GB (9.4% used)
      ID-1: /dev/sda model: Samsung_SSD_840 size: 250.1GB
      Partition: ID-1: / size: 228G used: 22G (11%) fs: ext4 dev: /dev/sda2
      RAID: No RAID devices: /proc/mdstat, md_mod kernel module present
      Sensors: System Temperatures: cpu: 49.0C mobo: N/A gpu: 46.0
      Fan Speeds (in rpm): cpu: N/A
      Info: Processes: 277 Uptime: 1 min Memory: 881.3/15913.0MB Client: Shell (bash) inxi: 2.3.56

    3. Camera serial number - the serial number can be found on the box, on the camera, or in RealSense Viewer.
      - F0264643
    1. Did this happen on the first connection straight out of the box?
      -No
    2. How is the camera mounted?
      -On the delivered tripod
    3. Are you using the tripod and cable that came with the package?
      -Yes
    4. Was the camera dropped?
      - It has been knocked over from the small tripod that came with the package, maybe 15cm. However, never on anything hard like concrete. However, it happened when I got it, long before it stopped working
    5. Was the camera banged against an object?
      -No
    6. Can you describe any physical impacts on the camera?
      - The camera looks now like when it was delivered. Not a scratch or dents. It has never been in an accident where it fell off something, such as the desk
    7. Are you connecting the camera to a USB hub? If so, which one?
      - It's connected directly to my computer

    Best regards

    Manuel



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  • Jesus Garcia

    Thank you for the information, Manuel.

    Based on your description, your L515 is faulty and should be returned or exchanged.

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

    We apologize for the inconvenience this has caused.

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