D555 S/N 353522302573 — USB not detected, firmware update blocked, requesting assistance

Hello RealSense Support,

I am writing regarding my Intel RealSense D555 camera (serial number: 353522302573), which was received with factory firmware 7.56.19918.835 and has a USB interface that does not function on any computer.

The camera is completely undetected via USB. On Windows 11, the Device Manager shows "Unknown USB Device (Device Descriptor Request Failed)" with Hardware ID USB\DEVICE_DESCRIPTOR_VALIDATION_FAILURE and VID 0000 / PID 0005. This was reproduced on two different computers:

- Samsung Galaxy Book Ultra (Thunderbolt 4)
- Gigabyte B760M AORUS ELITE desktop

On both machines, rs-fw-update -l returns "There are no connected devices" over USB.

The Ethernet interface works correctly. After connecting directly via CAT6 cable with MTU 9000 set on a Realtek Gaming 2.5GbE NIC, the camera responds to ping at 192.168.11.55, is detected by rs-enumerate-devices --eth, and appears in the RealSense Viewer with DDS enabled. This confirms the camera hardware itself is functional — the problem is isolated to the USB subsystem.

I attempted to apply the only available firmware update (7.56.19919.4144) to resolve this, but it cannot be installed because:
1. The firmware release page states it can only be installed via USB.
2. USB is not functional on this unit.
3. Attempting the update via Ethernet (RealSense Viewer and rs-fw-update -f) fails with "ERROR: Original device did not reconnect in time" and "timeout waiting for DFU image ack".

I am therefore stuck in a circular dependency: the USB is broken, the only fix requires USB, and there is no documented Ethernet firmware update path.

I would like to request one of the following:
1. A method to apply the firmware update over Ethernet/DDS.
2. An RMA replacement for the defective unit.

I am happy to provide Device Manager logs, Wireshark captures, or any other diagnostics you may need.