How can we help you?

The servers in my system are separated. What should I do?

All components in a Kaleidescape system must be on the same local area network (LAN), on the same subnet. If you need to move a server or a player with storage to a new location, you should remove it from the system first. If you do not, your system will be in an error condition which will prevent you from being able to download movies from Kaleidescape. There are two ways to resolve this error condition.

Return all components to the same LAN
The simplest way to resolve this error condition is to simply return all components to the same LAN. Once all components are on the same LAN, the error condition will be resolved automatically.

Re-activate components as separate systems
If you intend to keep the components you have moved in the new location (e.g., you have moved a player with storage to a vacation home), then you must deactivate your system and then activate separate systems for each location.

Follow the instructions in this support article to deactivate your system. If you are using the onscreen display or the browser interface, you can do the steps at either residence:
https://www.kaleidescape.com/support/article/How-do-I-deactivate-my-Kaleidescape-System

Then, follow the instructions in this article to activate the systems at each residence:
https://www.kaleidescape.com/support/article/How-do-I-activate-my-Kaleidescape-System

Note that any content downloaded to your system will be temporarily unavailable for playback once you deactivate your system, but will become playable again once activation is completed.

Contact

+1 877-352-5343 Toll Free (US Only)
+1 650-625-6160
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support@kaleidescape.com

*Kaleidescape will be closed on the following holidays.