Realsense D435i not being correctly recognised by Realsense Viewer 2.18.1

[LClif1]

Hi,

I have recently purchased a D435i, but when i go to use it alongside realsense viewer (in both Ubunutu 18.04.02 and Windows 10) I get two errors.

When i first plug the camera in (with RealSense Viewer running) i get this error:

Invalid Value in rs2_get_option_range(options:00000211441DFBB0, option:Depth Units, min:0, max:1, step:1, def:0):

hwmon command 0x2c failed. Error type: No expected user action (-9).

Secondly, when i go to toggle on streaming mode, i get this error:

Invalid Value in rs2_open_multiple(sensor:00000211441DFBB0, profiles:00000211445E38C8, count:1):

hwmon command 0x2c failed. Error type: No expected user action (-9).

I have tried resetting the calibration as suggested in a different question to no avail.

Can someone please help?

Kindest Regards,

Lee

[Eliza_D_Intel]

Hello LClif1,

Thank you for your interest in the Intel RealSense D435i camera.

Could you please update the firmware on the camera?

Instructions can be found here:

1. Windows: https://www.intel.com/content/www/us/en/support/articles/000026587/emerging-technologies/intel-realsense-technology.html
2. Linux: https://www.intel.com/content/www/us/en/support/articles/000028171/emerging-technologies/intel-realsense-technology.html

Thank you,

Eliza

[LClif1]

Hi Eliza,

I have successfully updated the firmware to 5.11.4, although it has made no difference; and I am still getting the same errors.

Kindest Regards,

Lee

[Eliza_D_Intel · Accepted solution]

Hello LClif1,

Since both calibration and firmware update failed, it is a high chance that the camera is broken.

Best option will be to exchange it to the place of purchase.

In case you have purchased it from Click/Store,

please go to My Account -> My Orders -> Return or Replace Items

Best regards,

Eliza

[LClif1]

Thank you for your reply, this has been done (although with a different account, as it was a company order)

Kindest Regards,

Lee