Support¶
Running into issues or have questions? We’re here to help. Before requesting support, please check Troubleshooting documentation page. To help you debug the issue you have the fastest and most efficient way, please provide all the details of the issue you are experiencing.
Requesting support¶
To request support from our engineers, create a new post at our Forum. Please provide as much information as possible, and follow the guidelines below.
DepthAI issue¶
DepthAI (pipeline) issue
If you are experiencing depthai pipeline issues (freezing, crashing, etc.), please provide a Minimal Reproducible Example (MRE) docs on how to create MRE here. This means everything, including minimal script, required model .blobs, and any other assets, should be compressed into single archive. Make sure that:
Assets/model blobs are located at the right path.
Remove any unnecessary code: commented out code, and code that isn’t relevant to the depthai/pipeline code (so host-side code).
Please provide minimal reproducible code. Main script should be as short as possible.
Besides MRE, please also provide the following information when you are requesting support:
Name of the OAK camera (all camera names here).
The version of the depthai library and bootloader you are using (check with OAK Device Manager). If it’s not the latest release, please also try updating the depthai version to the latest (
python -mpip install depthai -U).If there was a crash, provide debug log by setting depthai log level to
debug.Screenshot of your pipeline using the Pipeline Graph tool.
IP related issues
If you are having an issue with an app that contains your (company’s) Intellectual Property, eg. NN model or business logic, you should first remove this IP before creating MRE:
For NN model, replace your model with a public model. So if you trained an object detection NN, replace it with eg. public pretrained Mobilenet-SSD.
For business logic, simply remove the code. MRE shouldn’t contain much host-side code where your business logic would be.
Connectivity issue¶
Can’t connect to an OAK USB camera
Check first:
If you’re on Linux, check whether you have setup udev rules
Check whether you are using a working USB3 cable - this is a common issue. If you are using USB2 cable, please see Forcing USB2 Communication tutorial
If you are using a longer USB3 cable (above 1 meter), we’d recommend first trying a shorter USB3 cable, and checking Using longer USB cables
If you are experiencing connectivity issues with your OAK USB device, please provide the following information:
OAK device model
DepthAI version
Cable specification you are using
Can’t connect to an OAK PoE camera
Check first:
From the same page, please check PoE Troubleshooting page
Try Manually specify device IP of your OAK device
If you have flashed invalid static IP and device isn’t accessible anymore, we suggest performing a Factory reset
If you are experiencing connectivity issues with your OAK PoE device, please provide the following information:
OAK device model
DepthAI version and Bootloader version (ideally OAK Device Manager screenshot)
Terminal output of
ipconfig/ifconfigcommandIP address of the device. This can be obtained either from pinging the device, by checking the DHCP server logs, or using IP scanner application.
Hardware issue¶
Hardware (OAK) issue
Provide detailed description of the problem, describe the device behavior, how and when it fails. When contacting support, please include the following information:
Device model, and batch number (from the barcode label). If you don’t have the box, provide order number
Photos of the whole hardware setup, close captures of region of an issue
Board revision (if SoM based, also HW revision of SoM)
Example barcode label with marked batch number:
Image Quality issue¶
Image Quality (IQ) issue
If you are experiencing image quality issues (blurry, noisy, etc.), please first check Improving Image Quality docs. For reporting an issue, please provide detailed description of the problem, how and when the device fails. Please include the following information:
Device model, and batch number (from the barcode label). If you don’t have the box, please let us know your order number and when did you purchase the device.
Image captures (high resolution), please add remarks to the images if needed
Calibration issue¶
Calibration issue
If you encountered an issue while calibrating an OAK, please provide a detailed description of the problem. When contacting support, please include the following information:
Device model
OS name
DepthAI branch used
Full command used for calibration
Dataset folder
Image outputs
Converting NN model issue¶
Issue when converting a Neural Network model
We officially support models for which we have notebooks at depthai-ml-training. If you encounter any error during converting blob via tools.luxonis.com or blobconverter, please provide the following information:
Screenshot of your setup, including error message
.pt file used
Training procedure - notebook/repo/library name, version, commit
Exact input parameters
Current output, expected output, and input images for testing
For support, we suggest creating an Issue on depthai-ml-training repository.
Example screenshot:
Refunds and returns policy¶
At Luxonis, we are customer-focused. Our success is only possible if our customers believe in the value of our products. If for any reason you are not satisfied with your purchase, please let us know and we will make it right.
If you desire a refund, please contact support@luxonis.com with your order number and reason for the return. Refund requests within 60 days of the purchase date will be honored in full.
Shipping costs for returns within 60 days of purchase will be covered by Luxonis. Shipping costs for returns after 60 days from the purchase date will be born by the customer.
If a return is initiated because of damaged, defective, or incorrect goods, Luxonis will provide a replacement order at no cost to the customer.
Refunds will be processed within 14 days after the product has been returned.