Troubleshooting video problems
When there is only one movie player in the Kaleidescape System, follow the steps below. If there are multiple players in the system and only one exhibits a problem, use a working player with the display in the problem zone. This process will help you determine if the problem is associated with the player or the display. If the problem follows the display, begin with the following basic troubleshooting steps:
1. Try another video cable. While this may seem basic, it is a step that is often overlooked. If using a field-constructed cable, double-check both terminations.
2. Try a different video display. It is helpful to have a small display device available on which all inputs are known to work. Connect the player to this display using the same cables to see if the problem persists. If the problem is not present on the second display, try a different input or check the settings on the display exhibiting the problem. Contact the manufacturer of the display if the problem persists.
3. If the video signal runs through any sort of switcher, processor, balun or scaler, try temporarily bypassing this device. If the problem goes away when the device is bypassed, check the video settings for the device or contact the device manufacturer for additional assistance.
Here are some specific scenarios commonly encountered by Kaleidescape dealers:
1. If you can hear audio, but see no video, there are two potential problems you should investigate:
- Check to see if a PAL signal is being sent to an NTSC-only display, or an NTSC signal is being sent to a PAL-only display. PAL and NTSC run at different frequencies. A display that doesn't support the frequency being sent will not sync to the signal and no video will be displayed.
- If you are sure that the display supports the signal type being sent, and HDMI is being used, it is very likely the HDCP handshake is not being established between the movie player and the display. To troubleshoot this, follow the basic troubleshooting steps above.
2. If an HDMI cable is connected to a movie player while the other end is not connected to anything (you are using a different output to connect to a display), it is common to see extreme slow-down when using the system. This may be perceived as the player being locked-up or frozen. Remove the HDMI cable and the problem should go away.
3. When using HDMI, the HDCP handshake must be maintained throughout video playback. If the cable is too tight or the connections are not solid (causing an intermittent connection), the signal may freeze during playback, the image may go black momentarily or the video signal may be completely lost. Follow the basic troubleshooting steps above and correct the cause of the intermittent connection. Issues with the cable or HDMI adaptors are common causes of these problems.
If you are experiencing other video problems not specifically listed here, try changing the resolution being output to the display. For example, if you are outputting 480i, try switching the resolution to 480p. To do so, follow the steps in our Kaleidescape Video Configuration How-To Videos (1080p Players and Movie Player 2).
