D435 WIN10 reboot issue

• MartyG

  • February 12, 2020 11:15

  The problem of RealSense cameras not being detected on some computers after a soft reboot (doing Restart instead of a complete shutdown and then pressing the power button to reboot) is a known one.  There is a very long discussion of the subject on the link below.

  https://github.com/IntelRealSense/librealsense/issues/1615 

  The RealSense support team did a lot of testing of the problem and concluded that it may be related to the USB cable or port. Are you using the official short cable supplied with the camera or are you using your own choice of USB cable please?

   

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• Jerry Yah

  • February 13, 2020 07:02

  YES, I use the official short cable  ,the cable marked " USB3.1 Cable E468041 AWM 20276 80℃  30V VM-1"

  thank you

   

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• MartyG

  • February 13, 2020 07:47

  The link below offers some general advice for ways to fix the problem when this Windows error occurs.

  https://www.thewindowsclub.com/fix-unknown-usb-device-error-message-on-windows-10

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• Jerry Yah

  • February 13, 2020 10:12

  Thanks for providing the method, but I tried without fixing the problem...

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• MartyG

  • February 13, 2020 10:25

  Is the camera detected if you unplug it after the computer has booted and plug it back in again?

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• Jerry Yah

  • February 13, 2020 10:43

  Yes, this action can be detected

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• MartyG

  • February 13, 2020 10:51

  And does the problem occur in all of the H310's USB 3 and USB 2 ports?

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• Jerry Yah

  • February 14, 2020 01:11

  This problem only occur in all of the H310's  usb3 ports 

   

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• MartyG

  • February 14, 2020 07:56

  I went through all previous cases of problems with the camera not being detected after soft reboot and comparing it to what had already been suggested in this discussion.

  Another thing to try that was suggested by a RealSense support team member was: "In the BIOS settings try setting the xHCI mode to Enabled (not Auto or Smart Auto) under Devices/USB".

  Can you see if your BIOS has an xHCI setting please?

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