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D435 USB suddenly unrecognizable

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Asano

I have been using Realsense D435 with Ubuntu20.04 on Intel NUC11. It has been working for 3month and suddenly, it became unrecognizable on Hardware basis. No device files created. Also Other Windows PCs cannot recognize even as an USB device. Never can be restored.
I have benn suffring this and it happened 4 times. four broken D435s lol.

Have anyone suffering the same thigs? or have any thoughts?

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8 comments

Date Votes
  • Wai Fook Wan

    Hi Asano,

    Thanks for reaching out to us.

    Could you please try the following suggestions and see if your Windows PCs can recognize the cameras?

    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. 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.
       
    5. 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,

    Wan

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  • Asano

    dear Wan

    thank you. but our realsense are not even recognizable by windows even if we update Windows' driver.

    we are using USB3.0 hub. do you have any recommendation which one we can use?

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  • Wai Fook Wan

    Hello Asano​, 

    We'll handle this issue via a private ticket. 

     

     

    Regards, 

    Wan

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  • Asano

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  • Asano

    realsense is connected but not recognized

     

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  • Asano

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  • Asano

    these are new OK realsense connected

     

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  • Wai Fook Wan

    Hello Asano,
    Thanks for the information.
    Based on your screenshot, the camera is faulty and needs to be returned.
    I've contacted you via Zendesk with ticket number #21473, and we'll continue our conversation there.


    Regards,
    Wan

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