1. Power off the failed Terra using the front panel.
Open the front door and hold the power button for 5 seconds until the top light turns off. To open the door, push and release the top center of the front panel.
Note the component serial number, located on the backside of the front panel.
2. Carefully pull out and safely set aside all 4 hard drives.
Remove all eight Philips screws from the hard drive doors and set aside for later. A #1 Philips screw driver is included in the box.
3. Remove your Terra chassis from the shelf.
From the rear panel, disconnect all cables. Do not re-use the old power supply, the new Terra -R unit may have an updated power supply.
Instructions on removing/installing are found in the Terra Installation Guide.
4. Mount the replacement Terra chassis.
Carefully insert all 4 hard drives and gently tighten all eight Philips screws into the hard drive doors.
5. Return the old Terra and the old power supply.
Prepaid postage was sent to the email that purchased the replacement server. Print, fold, sign, and tape the postage to an original shipping box. Drop off at a UPS location, or schedule pickup at extra cost: https://wwwapps.ups.com/pickup/schedule?
6. Connect your network to the replacement Terra.
A shielded Ethernet cable is supplied. Terra Prime performs best with a 2.5 Gigabit Ethernet connection . Gigabit Ethernet network is required at a minimum.
7. Connect the new power supply to the 12VDC port.
Plug the connected power supply into the wall. A surge protector or an uninterruptible power supply (UPS) is recommended. If the Terra does not light up immediately, press the power button. Please wait at least five minutes for the Terra to connect to the network and update software. The server may reboot once during this process.
8. The new Terra needs to be activated or added to your existing system.
From the web browser of a device on the same network as your Terra:
Single Terra System:
Enter http://my-kaleidescape.local/settings_general. Click Activate System and enter the same email as the existing store account to ensure the content library can be downloaded to this new system.
Note, the following steps require access to the store account and email:
You will receive an email to complete your system activation within a couple of minutes. If not, check your spam folder.
Follow the instructions. Do not restore movies, your content remains on the disks.
To download other owned content, enter https://store.kaleidescape.com/movie-store/my/movies. Filter for Not Downloaded and queue movies.
Add Strato players to the system. Ensure they are powered and on the same network. Enter http://my-kaleidescape.local/components
Click Add a Component at the bottom of the page. Click Add beside each Strato player listed in the pop-up window. (Ensure your browser isn’t blocking pop-ups).
Multiple Terra System:
Enter http://my-kaleidescape.local/components.
Note: You should see a list of components from your existing system. If you do not, click Connect to another system at the top of the page. Navigate to the System - Components page.
Click Add a Component at the bottom of the page. You should see your new Terra in the pop-up window. Click Add. Content restoration should start automatically if it hasn’t already occurred.
9. Remove the failed server from your store interface.
Enter https://store.kaleidescape.com/movie-store/account/systems. Find the appropriate System. Click the drop down arrow, at top right, and Edit System.
For a single server system, click Deactivate System and confirm.
For a multi-server system, click Remove from system and Remove Only in the pop-up.
Further details can be found at: http://www.kaleidescape.com/support/article/Terra-Installation-Guide
If you encounter any issues, please contact Kaleidescape Support at support@kaleidescape.com or call +1 877-352-5343 Toll Free (US Only), +1 650-625-6160
1. Power off the failed Compact Terra.
Hold the front power button for 5 seconds.
2. Disconnect all cables from the rear panel.
Do not re-use the old power supply, the new Terra -R unit may have an updated power supply.
3. Remove your Compact Terra.
Instructions on removing/installing are found in the Terra Installation Guide, linked below. To complete the removal, email support@kaleidescape.com with subject line: “Remove Server [provide server serial number] from Account”.
4. Return the old Compact Terra and the old power supply.
Prepaid postage was sent to the email that purchased the replacement server. Print, fold, sign, and tape the postage to an original shipping box. Drop off at a UPS location, or schedule pickup at extra cost: https://wwwapps.ups.com/pickup/schedule?
5. Mount the replacement Compact Terra.
Connect your network to the replacement Compact Terra. A shielded Ethernet cable is supplied. Terra Prime performs best with a 2.5 Gigabit Ethernet connection. Gigabit Ethernet network is required at a minimum.
6. Connect the new power supply to the 12VDC port.
Plug the connected power supply into the wall. A surge protector or an uninterruptible power supply (UPS) is recommended. If the Terra does not light up immediately, press the front power button. Please wait at least five minutes for the Terra to connect to the network and update software. The server may reboot once during this process.
7. The new Compact Terra needs to be activated or added to your existing system.
From the web browser of a device on the same network as your Compact Terra:
Single Terra System:
Enter http://my-kaleidescape.local/settings_general. Click Activate System and enter the same email as the existing store account to ensure the content library can be downloaded to this new system.
Note, the following steps require access to the store account and email:
You will receive an email to complete your system activation within a couple of minutes. If not, check your spam folder.
Follow the instructions. Choose to restore your content from the failed system.
Restoring content automatically downloads movies that were on the failed server. Movies that were purchased, but not yet downloaded, will not be queued.
To download other owned content, enter https://store.kaleidescape.com/movie-store/my/movies. Filter for Not Downloaded and queue movies.
Add Strato players to the system. Ensure they are powered and on the same network. Enter http://my-kaleidescape.local/components
Click Add a Component at the bottom of the page. Click Add beside each Strato player in the pop-up window. (Ensure your browser isn’t blocking pop-ups).
Multiple Terra System:
Enter http://my-kaleidescape.local/components.
Note: You should see a list of components from your existing system. If you do not, click Connect to another system at the top of the page. Navigate to the System - Components page.
Click Add a Component at the bottom of the page. Click Add beside your new Terra. Content restoration should start automatically if it hasn’t already occurred.
8. Remove the failed server from your store interface.
Enter https://store.kaleidescape.com/movie-store/account/systems. Find the appropriate System. Click the drop down arrow, at top right, and Edit System.
For a single server system, click Deactivate System and confirm.
For a multi-server system, click Remove from system and Remove Only in the pop-up.
Further details can be found at: http://www.kaleidescape.com/support/article/Terra-Installation-Guide
If you encounter any issues, please contact Kaleidescape Support at support@kaleidescape.com or call +1 877-352-5343 Toll Free (US Only), +1 650-625-6160
+1 877-352-5343 Toll Free (US Only)
+1 650-625-6160
7:00am - 5:00pm PT (M - F)
*Kaleidescape will be closed on the following holidays.
