D415 USB3
DSO-14558 - Fails USB enumeration during PC restart
We have the problem with PC's losing the cameras on a reboot, we see this is a known issue and wondered if there are any plans for a fix in the next firmware release?
We are using Windows 10 and the supplied USB3 cable
In particular, we see this fault every second reboot. i.e. plug the camera in, it's fine, reboot, it's an unknown device, reboot again, it's fine, reboot again, unknown device etc.
The PC is a Shuttle DH370 which uses the Intel 3.1 USB controller, we have sent a camera to Shuttle who reproduced the fault and believe it to be an Intel issue.
We have tried the cameras with other PC's with mixed results and the camera is always fine on USB2, although this does not fix the problem.
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Yes, it has been a Known Issue about the possibility of the camera not being detected after a "soft reboot" (restarting the computer instead of completely shutting it down and then restarting it with the power button).
The current latest firmware 5.12.3.0 added a fix for the camera not being detected after a "soft reboot" (restarting the computer instead of shutting it down and then restarting with the power button).
You can update your cameras to 5.12.3.0 in the RealSense Viewer program if they are not already using that firmware by going to the 'More' icon at the top of its options side-panel and selecting the option to update to recommended firmware.
If you are using SDK version 2.34.0 then you do not need a firmware file to perform this update, as the recommended firmware (5.12.3.0) is included within the SDK.
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Sorry, I should have stated, we are using 5.12.3.0 firmware. In fact, we've tried several different firmware's and all gave the same result. Also, the soft reboot makes no difference in our situation, we can shut down the PC, remove power from the PC, restart and we still have the same issue.
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I see the quoted issue DSO-14558 is "Open" in the firmware release notes. The term 'open' means that it is being still assessed by the RealSense engineering team. As it is not labelled as 'Plan Fix' (meaning that a fix may be in a future firmware version), this suggests that a fix for DSO-14558 is not imminent in the near future, unfortunately.
With problems involving USB, a reliable way to improve the reliability of camera detection and connection is to use a mains electricity powered USB 3 hub instead of plugging the camera directly into the computer. This is because a powered hub draws its power from the mains socket and can supply 12 W of power to devices attached to the hub. An unpowered hub or a direct connection to the computer can be vulnerable to power supply instability on the USB port though, as it draws its power from the computer's power supply unit.
A powered USB 3 hub model that Intel have successfully tested with RealSense is the 4-port Amazon AmazonBasics powered hub.
The link below shows the 10-port version of the AmazonBasics hub:
https://www.amazon.com/AmazonBasics-USB-10-Port-Power-Adapter/dp/B076YN6CSG/ref=sr_1_1
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RealSense cameras are sensitive to the state of the USB port due to the volume of data that they transmit through the USB cable. An individual RealSense camera can draw up to 2 watts of power, so on an unpowered USB connection there is the possibility that problems may occur if resolution / FPS speed is increased or multiple streams are active at the same time.
Some users experiencing this problem have found that reboot reliability increases if they enable a feature called Wake On LAN in the computer's BIOS settings.
If you are using a USB cable other than the short official one supplied with the camera then it should also be a high grade one if it is 2 meters or longer, as lower quality cables may suffer degraded performance or disconnections (again due to the volume of RealSense data bandwidth being passed through the cable)..
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We've checked the WOL option in BIOS which was already set to disabled. We did try and alter a few of the other power settings in the BIOS, but nothing made a difference.
We're well aware of the importance of the correct 'high grade' cable, all testing has been with the supplied cable.
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I re-read your case from the beginning and noted that the non-detection was not happening on every reboot, but on every second reboot. This is highly unusual.
I have been handling another case on the RealSense GitHub involving a D435i that was only detectable on Windows as USB 2. After a long diagnostic process similar to the one in this case, the user said that Intel's customer support thought that it was a hardware fault and so the user decided to return the camera for a replacement unit,
https://github.com/IntelRealSense/librealsense/issues/6254
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Hi, we have 5x cameras, connected to 5x PC's and they're all behaving exactly the same.
I've read through the Github link, although a different fault, we've tried most of the steps, including re-installing the OS.
As soon as I'm back in the factory, I'll get some more in-depth information together and post.
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