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D345i RGB can not be found

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Jrrizek

Camera : D435i

Firmware : 05.12.08.200

OS :Lunux Ubuntu 18.04 and Windows 10

SDK version : 2.0

USB type where the camera is plugged in : 3.2

I bought a realsense D435i about a week ago and plugged it in yesterday for the first time. When running realsense viewer the RGB camera is never picked up on both linux and windows. When trying to program using the RGB sensor it gets an error right after trying to configure for RGB sensor. The realsense viewer also thinks the camera is a D430i instead of D435i. I saw something online saying the RGB camera may be dethatched internally. What should I do next?

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12 comments

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  • MartyX Grover
    • Edited

    Hi Jrrizek  Whilst a detached RGB cable in the D435i may cause the camera's firmware driver to detect the camera as D430i, it is extremely rare.  My memory of previous cases of this problem is that a downgrade and then re-upgrade of the firmware usually corrects the problem.

    STEP ONE

    Visit the firmware file download page and download the firmware file for the previous version before your currently installed one.  This older version is Signed_Image_UVC_5_12_7_100.bin

    https://dev.intelrealsense.com/docs/firmware-releases 

    STEP TWO

    In the RealSense Viewer program, go to the More option at the top of the Viewer's options side-panel and select the Update Firmware menu option.  Select the firmware file that you downloaded.

    STEP THREE

    Once the firmware 5.12.7.100 has successfully installed, check whether RGB now works with this firmware version.

    STEP FOUR

    If you still want to use the latest firmware version, go back to More and select the option Install Recommended Firmware to re-upgrade to 5.12.8.200

     

    If the method does not work the first time when you try it, please return here and do not repeat the downgrade-upgrade process.   Thanks!

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  • Jrrizek

    Steps 1 through 3 have been completed but the RGB is not appearing.

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  • MartyX Grover
    • Edited

    Thank you very much for trying.   Does the camera also remain identified as D430i if you return to the More menu of the Viewer and select Hardware Reset to reset the camera, please?

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  • Jrrizek

    This error appears when I clicked on Hardware Reset. Should I proceed?

    Last part that got cut off is: This object needs to be initialized before the requested operation can be carried out

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  • Jrrizek

    Forgot to answer but yes it still sees it as a D430i and not a D435i

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  • MartyX Grover

    Yes it is okay to click on OK as it is just a notification message.  

    The next step would be to test whether applications other than the RealSense Viewer can detect the RGB.  On Windows, please right-click on the launch icon for the Viewer on the Windows desktop and select the Open file location menu option.  This will open the SDK folder where pre-built versions of the RealSense tools and examples are located.

    Please double-leftclick on a program file called rs-multicam.exe.  This should launch a window containing a depth, motion-module and RGB panel from your D435i.   If the RGB module is streaming then this should indicate that your RGB sensor is functional.

     

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  • Jrrizek

    RGB does not appear.

     

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  • MartyX Grover

    Okay, thank you.  The panels look like what I would expect for a D430i.

    I will seek input from another member of the RealSense support team.  Thanks so much for your patience.

     @...  Could you provide advice please about this case of a D435i being detected as a D430i with no RGB available, please?

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  • Jrrizek

    I appreciate the help Marty.

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  • Jesus Garcia

    Hi Jrrizek, 

    Check the Device Manager. Under Cameras you should find the D435 RGB module similar to the picture below. If the RGB node is not present, then your camera is most likely faulty and needs to be returned or exchanged at your point of purchase.

     

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  • Jrrizek

    I bought it through the intel store where should I go to get a replacement.

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  • Jesus Garcia

    Hi Jrrizek,

     

    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.

     

    Regards,

    Jesus G.

    Intel Customer Support

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