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Error to update firmware #12922

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ibarramiguel119 opened this issue May 12, 2024 · 10 comments
Closed

Error to update firmware #12922

ibarramiguel119 opened this issue May 12, 2024 · 10 comments

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@ibarramiguel119
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ibarramiguel119 commented May 12, 2024

librealsense 2.55.1 RELEASE
OS Linux
I am working with a realsense D457 camera, it was working fine but at one point it stopped reading the port as 3.2 and changed to 2.1, a firmware update message appeared in relasense Viewer to which I accepted, now it no longer recognizes the camera tells me that I do not have a device connected. I hope for your valuable help, greetings!!
Screenshot from 2024-05-11 23-50-39
@MartyG-RealSense
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Hi @ibarramiguel119 Could you first try unplugging the micro-sized end of the USB cable from the base of the camera, reversing the connector's orientation and plugging it back into the camera, please (USB-C cables are two-way insertion at the micro-sized end). Does doing so make any difference?

@ibarramiguel119
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No, I try to do it like that but it doesn't work. I get those errors
Screenshot from 2024-05-12 06-50-10

@ibarramiguel119
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I'm switching to Windows 11 to check what happened and the drivers. and I get the following
error

@MartyG-RealSense
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I will discuss your problem with my Intel RealSense colleagues. May I ask which country you are located in, please?

@ibarramiguel119
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Thank you very much, I appreciate it very much, I'm from Mexico.

@MartyG-RealSense
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Thank you very much, and thanks for your patience.

@MartyG-RealSense
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Hi @ibarramiguel119 Thanks very much again for your patience. Please send me an email at the address below so that we can discuss the next step in restoring your D457 camera.

[email protected]

@MartyG-RealSense
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Hi @ibarramiguel119 Please email me at the address in the comment above if you require further assistance with restoring your D457 camera. Thanks!

@MartyG-RealSense
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Hi @ibarramiguel119 Please send me an email at the address at #12922 (comment) if you would like to continue the process of having your D457 restored.

@MartyG-RealSense
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Case closed due to no further comments received.

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