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Not able to start the L515

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Grsabourin

Hi,

I would like to connect a L515 to a Windows 10 computer. When I connect the camera to the computer it is recognized by windows but I have the error message Driver unavailable. What I have done

- Trying multiple computer : same result 

- Changing USB 3 port : same

- Did all Windows updates.

- I have tried to use rs-fw-update.exe -l but it said that no connected device

- I have also tried other camera like a D455 without any issue. It works great. 

What is the issue with the L515

Thank you

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Comments

3 comments

Date Votes
  • Jesus Garcia

    Hello Grsabourin,

    There are a couple of things you can try to get the L515 properly recognized by your PC.

    1. 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.
    2. 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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  • Grsabourin

    Few answers 

    Main computer I have tested on is 

    Dell Precision M4800

    numbers on camera : k69571-100, F0246014  999NGF

    On the box : 

    Product code : 82638L515G1PQR

    SN : F0246014

    1. Did this happen on the first connection straight out of the box?
    2.  Yes
    3. How is the camera mounted?
    4. Hold in hands for now
    5. Are you using the tripod and cable that came with the package?
    6. No
    7. Was the camera dropped?
    8. No
    9. Was the camera banged against an object?
    10. No
    11. Can you describe any physical impacts on the camera?
    12. Never happen
    13. Are you connecting the camera to a USB hub? If so, which one?
    14. Direct connection to computer
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  • Jesus Garcia

    Thank you for the information, Grsabourin.

    Based on your description, the camera is faulty and should be returned to the place of purchase.

    • 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.

    Sincerely,
    Jesus G.
    Intel Customer Support

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