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Fixing your Intel™ RealSense® Camera

Anton
  • Updated

Note: This article mainly deals with D435 cameras, but should apply to D415, D435i, and in the future D455.

 

Getting Started

In some cases, the Intel™ RealSense® D4xx series of cameras will become unresponsive. There are many reasons that this can occur, but in general the solutions are simple!

Sometimes this message will appear if the camera is not recognized quickly enough. Do not worry - if this is the case you can launch an app, attempt to recalibrate, or restart LUMOplay. If you are still experiencing problems you can try out some of the solutions below.

 

Cable Connection

When you received your camera you also received a cable which is used to connect it to the computer. Although this cable is adequate, some may choose to use a different cable. If the cable you are using is not the original you will need to ensure that it is a USB 3.0 cable.

Some installations may also use a power extender or USB hub. If your installation uses either of these, you will need to make sure that they are for USB 3.0 devices.

When choosing where to plug in your camera you will need to make sure that you plug it into a USB 3.0 port. You can identify these ports through the Device Manager:

  1. Right click the Windows Icon (bottom left) and select Device Manager.
  2. Select Universal Serial Bus controllers.
  3. You will find any USB 3.0 or 3.1 ports here. If none appear, the computer you are using may not have any.

You can also physically identify the ports on the computer. USB 3.0 and 3.1 ports are generally blue and teal blue, respectively.

When plugging the camera in, please ensure that you do so firmly and quickly, as the camera can occasionally be identified as a USB 2.1 device and will not function properly. If this occurs, please read the following section.

 

Power Cycle

If your installation is running and the computer loses power the camera can be identified as a USB 2.1 device. In order for LUMOplay to take full advantage of the camera, it needs to be connected as a USB 3.0 device.

If your camera is connected directly to the computer:

  1. Close the LUMOplay application.
  2. Unplug the camera from the computer.
  3. Plug the camera back into the computer.
  4. Restart the LUMOplay application.

If you are using a power extender or USB hub:

  1. Close the LUMOplay application.
  2. Unplug the power extender or USB hub from the computer.
  3. Unplug the camera from the power extender or USB hub.
  4. Plug the power extender or USB hub back into the computer.
  5. Plug the camera back into the power extender or USB hub.
  6. Restart the LUMOplay application.

If you want to check the status of your camera, the Intel™ RealSense® Viewer is a great tool to use. Learn more about the viewer here.

 

Camera Usage

We do not mean to be greedy, but for us to use your camera you will need to make sure that no other program is using it.

When you start the LUMOplay application we attempt to access the camera in order to get more information about it. If another program (for example, a program that takes pictures or shares video) is using the camera we will not be able to access it, which will lead to motion not being detected.

The solution to this is simple:

  1. Close the LUMOplay application.
  2. Close any applications currently using your camera. If the camera is in use and you do not know what is using it, you can unplug the camera and plug it back in.
  3. Restart the LUMOplay application.

 

Still Not Working

If none of these steps helped solve your problem, please submit a bug report from your installation. Learn how to submit a bug report here.