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L515 stopped working in Windows 10

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Matthieu

My L515 was working on Win10.Suddenly, possibly after an automatic Windows Update, it just could not be recognized anymore: the driver seems wrong.
I tried to unistall and reinstall it. No success.
I tried to use it on a new computer. No success.

The Realsense Viewer tells me (in the log area) that it detects a compatible camera ; the Firmware update tool tells it does not see any camera (-l option).
And Win10 shows it as "other periphericals" in the Peripherical management console.

What can I do? Did the camera break???

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3 comments

Date Votes
  • Official comment
    Jesus Garcia
    • Edited

    Hello Matthieu,

    Unfortunately, it seems that your camera is faulty and needs to be returned.

    • If you purchased it from the Intel RealSense Store, please sign in to your account on http://www.intelrealsense.com and go to My Account -> My Orders -> Return or Replace Items or open a ticket here.
    • If you did not purchase your Intel RealSense Camera from the Intel Store, contact your distributor for a return.

    Regards,

    Jesus G.

    Intel Customer Support

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  • Aznie Syaarriehaah

    Hi Matthieu,

     

    Can you please share the screenshot of the Device Manager with the camera node expanded as shown in the attached picture? Make sure you connect to a USB 3 port.

    Regards,

    Aznie

    Intel Customer Support

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  • Matthieu2

    Here are the screenshots.

    Initially, both virtual cameras were in "Other devices". No way to get a driver automatically (which is error code 28)

    So I put one in "camera" and I had the messages "this device cannot start ; the operation failed".

     

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