RealSense D555 Camera Not Recognized After Firmware Update
Dear RealSense Support Team,
I am writing to report a critical issue with two RealSense D555 cameras after a firmware update.
[Issue Description]
- Previous Firmware Version: 7.56.19918.835
- New Firmware Version: 7.56.19919.4144
- Update Method: USB connection using rs-fw-update tool
- Update Status: Showed 100% completion successfully
[Problem] After completing the firmware update and disconnecting/reconnecting the USB cable, both cameras are no longer recognized by RealSense-Viewer (tested on both USB and PoE connections). The issue persists on multiple PCs with both units.
[Required Support]
- Technical assistance to restore camera functionality
- Troubleshooting steps or firmware rollback guidance
- Investigation into potential firmware update issues
This is urgent as both units are non-functional. Any immediate assistance or guidance would be greatly appreciated.
Thank you for your prompt attention to this matter.
Best regards,
-
Hello,
If the cameras are not detected when only the USB cable is plugged in and the PoE ethernet cable is disconnected then the cameras may have become inoperable. There is unfortunately no way for users to restore the camera with a rollback if it cannot be detected due to a firmware related failure.
If they were bought less than 12 months ago then you should contact the retailer that it was purchased from to enquire about an RMA return for a replacement under warranty.
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