Kaleidescape Troubleshooting Guide

Preparation – Before a Service Call

The following tools and assorted items are recommended to assist with troubleshooting. All items should be tested ahead of time and known to be working.

  • A laptop with an Ethernet port and a web browser running an up-to-date version of the Java software (current version can be downloaded from www.java.com). The computer should also have a working serial port or a USB to serial adapter in the rare case a serial capture needs to be performed.
  • Null modem serial cable (F-F DB-9)
  • Spare router with at least four ports
  • Spare Cat5e or Cat6 cables
  • Spare HDMI cables
  • Extra IEC power cord
  • Kaleidescape Remote with fresh batteries

 

The following equipment is optional, but useful and can save time.

  • Spare 8 or 16 port 1000Base-T switch
  • Ethernet cable tester
  • Blu-ray disc, DVD and CD
  • Small test display with appropriate inputs
  • Spare power strip
  • AC Socket tester

 

The following information and access can be required to troubleshoot Kaleidescape Systems

  • Serial number of at least one component in the Premiere system, preferably the server
  • Access to the back of the Kaleidescape equipment

 

The following links provide information to troubleshoot most common problems:


Troubleshooting Power Issues

 

Problem Probable Cause Solution
The front panel does not glow when power is applied. 1. The power source is not turned on or there is a loose power connection.

Check that the power source is turned on and power cables are secure. Verify the socket is live by using a socket tester. Test using a spare IEC power cord.

2. The component is in standby mode.

Use the ON button on a remote control to exit standby mode and turn on the player. If a remote is not available, press the POWER button on an M500 Player, 1U+ Movie Server or 3U Server. There is no power button on the M300 Player, or the DV700 and M700 Disc Vaults. They will power on when the power cord is connected.

3. With a 1U+ Movie Server or 3U Server, there is no contact between front panel and chassis

Clean contacts and reseat the front panel. Press the POWER button behind the front panel to help determine if the front panel is defective or if the contacts are dirty, or defective. Dirty contacts can be cleaned with a pencil eraser.

4. The power supply needs to be reset.

With older components, the power supply may need to be reset. Unplug the power cord for 5-10 minutes before re-connecting. If the problem continues, contact an authorized Kaleidescape dealer or Kaleidescape Technical Support.

 

Problem Probable Cause Solution
The front panel glows when power is applied, but turns off after a couple minutes. 1. The front panel lights are turned off in the browser interface.

Open the browser interface from a computer on the same local subnet and access the SETTINGS > Components page. Check the drop-down menu for the front panel lights and choose the new intensity.

2. The component may be resetting excessively

If the behavior repeats every few minutes, the component is likely resetting excessively. Check the integrity of the power source. If the behavior continues, unplug the power cord immediately and contact an authorized Kaleidescape dealer or Kaleidescape Technical Support.

 


Return to category | Return to top

Troubleshooting Status Lights

 

Problem Probable Cause Solution
Front panel glows amber, and the network link and activity status lights are not on. Component is not connected to network.
  • Verify that Ethernet cables are properly terminated. Check that correct connector is used with the cable type (stranded or solid conductor).
  • Verify that Ethernet cables are connected to a switch.
  • Check that the router and switch are turned on and functioning properly.
  • Check that there are available addresses on the DHCP server.

 

Problem Probable Cause Solution
Front panel alternates between amber glow and blue glow. Intermittent network connectivity problem.
  • Verify that Ethernet cables are properly terminated. Check that correct connector is used with the cable type (stranded or solid conductor).
  • Check that the router and switch are functioning properly.
  • Check that there are no duplicate IP addresses on the local subnet.

 

Problem Probable Cause Solution
The front panel glows amber, and network link and activity status lights are on. 1. Component network connection is not full-duplex or at least 100Base-TX.

Check that the component is connected to a full-duplex 100Base-TX or 1000Base-T switch. Hubs and half-duplex switches are not supported. If used, expect degraded performance or no playback at all.

2. Component cannot contact a network DHCP server.

Verify that the network DHCP server is functioning properly

3. There are no available DHCP addresses.

Configure the network DHCP server with larger IP address range. Be sure DHCP address pool is large enough and does not overlap devices with static IP addresses.

4. Component is outside normal operating temperature range.

Check that there is at least 1 inch of clearance in front and 2 inches of clearance behind the component. Verify that the component is not dusty

5. A disk cartridge is missing or has failed (only happens on a server).

Remove the server’s front panel and inspect the status lights on the disk cartridges. Proceed to the next sections if a disk cartridge status light is not solid blue.

6. A player or disc vault is not linked to a system when more than one Premiere system is on the local network.

Link the player or disc vault to the correct system from the add a component link in the message at the top of the browser interface.

 

Problem Probable Cause Solution
Disk cartridge status light flashing amber. The hot spare in a 3U Server does not have enough capacity to replace at least one of the drives.

Replace the hot spare with a disk cartridge with equal or greater capacity than the largest disk cartridge in the file system.

 

Problem Probable Cause Solution
Disk cartridge status light does not come on Disk cartridge is either not seated properly or is failing to power on.

Turn off the server, wait 30 seconds for the drive to spin down and check the disk cartridge for a sticking latch.
 
Reseat the disk cartridge, then turn the server back on. If the status light remains unlit after other drives light, the drive has likely failed. Contact an authorized Kaleidescape dealer or Kaleidescape Technical Support.

 

Problem Probable Cause Solution
Disk cartridge status light glows solid amber. 1. Disk cartridge is either not seated properly, latch is sticking, or is failing

Turn off the server, wait 30 seconds for the drive to spin down, then check for sticking latch and reseat the disk cartridge. Be sure the disk cartridge is completely seated, then turn the server back on.
 
If the status light remains amber or unlit after other drives light, the disk cartridge is probably defective and must be replaced. Contact an authorized Kaleidescape dealer or Kaleidescape Technical Support.

2. Disk cartridge was previously used in another server.

Disk cartridges cannot be mixed between servers. When disk cartridges are being moved from one server to another, all disk cartridges in the disk set must remain together.

3. Disk cartridge has not been initialized.

If the disk cartridge was purchased as a standalone drive, contact an authorized Kaleidescape dealer or Kaleidescape Technical Support.

 

Problem Probable Cause Solution
Disk cartridge status light flashing blue. This indicates the hot spare in a 3U server.

This is normal operation. A “normal” hot spare blinks blue every two seconds.


Return to category | Return to top

Troubleshooting Network Issues

 

Problem Probable Cause Solution
Blu-ray disc or CD fails to import (possibly ejecting). 1. Component has not finished the boot process.

Wait at least two minutes for the component to finish booting. Indicators that boot process is complete:
 
• Player – the front panel blinks two times
 
• 3U Server – the front bezel of the server is blue, the disk cartridge status lights all on and hot spare blinks
 
• 1U+ Movie Server – the front bezel of the server is blue & disk cartridge status lights all on
 
• When booting a server, the disk cartridge status lights come on in a sequential pattern until all of the disk drives are illuminated and then it will blink out briefly and all the lights come back on. When the boot completes, the front panel blue glow dims.
 
If the component does not boot, contact an authorized Kaleidescape dealer or Kaleidescape Technical Support.

2. Network cable is defective or not connected.

Check cable termination and seating. Check with known good network cable.

3. Switch port is faulty

Reboot the switch. Test with a known good switch. Move cable to known good port. A simple router and some extra known good Ethernet cables can be a tool for diagnostics. Use the router and bypass the home network to determine that the Kaleidescape System works correctly. Then proceed with network troubleshooting

4. Server is powered off.

Turn server on.

 

Problem Probable Cause Solution
Component does not show up on the Components page of the browser interface. 1. Component is powered off.

Turn component on.

2. Network cable is not connected properly.

Check cable termination and seating. Check with known good network cable.

3. More than one DHCP server is issuing IP addresses.

Verify that there is only one DHCP server on the network.

4. No DHCP server or no available IP addresses.

Verify there is a DHCP server and that the DHCP server has available IP addresses in the DHCP range. (The DHCP server is usually in the router.)

5. Incorrect network settings.
  • Make sure all settings are correct. Check the list of Kaleidescape devices by entering [server_ip_address]/lskd.html into the browser. This procedure will confirm if the IP address settings are correct.
  • Network setting on players and vaults can be reset to DHCP by pressing the reset button on the back of the component. The reset button is inside the pinhole located next to the analog audio outputs.
  • Network settings might have to be changed through the serial port. Refer to the article at
6. Network divided with VLANs.

Check network settings to make sure all Kaleidescape devices are on the same segment (or VLAN).

7. Duplicate IP address

Change the IP address on the device causing the conflict. This device is very likely newly added to the network. For example, a new print server is added to the network at the same address as a Kaleidescape component

8. Component not assigned to the Premiere system.

When more than one Premiere system is installed on the same local network, new components must be linked to the appropriate system. Click add a component from the message at the top of the browser interface and add the new component. When only one Premiere system exists on the local network, the player will join the system automatically.

9. Managed switch configuration.

Verify that ports are set up correctly in the switch configuration.


Return to category | Return to top

Troubleshooting Issues with the Browser Interface

 

Problem Probable Cause Solution
Cannot access the browser interface. 1. Server is not powered on.

Verify that the server is powered on

2. Not using the correct access URL for a Mac.

For Mac, use
 
http://my-kaleidescape.local or
http://my-kaleidescape.local/installer
 
or ks- followed by the server twelve-digit serial number; for example,
 
http://ks-00001000040b.local/installer
 
or use the IP address of the server found on the System Summary page on the onscreen display, it will be listed as “Browser Interface URL”.

3. The network connection is failing for the computer or server.

Check network connections for the computer and the server. Connect a laptop to each cable and open a different web page (so page is not loaded from cache). If the page fails to load, troubleshoot the network.

4. Network is set up so that System URL on the Kaleidescape browser interface cannot be opened.

Use the IP address of the server found on the System Summary page on the onscreen display

5. Server connected to a router that hides the server from the PC.

Use a switch to connect the server to the site network, or connect the PC to the router.

 

Problem Probable Cause Solution
Browser interface is running slowly Mismatched or duplicate IP addresses

Browser interface will load slowly until any network changes are in place; however, loading http://[server_ip_address]/lskd.html will not be slow. Use this page to check IP addresses. To change any IP addresses, open the SETTINGS > Components page in the browser interface, click the Settings button for the component, select NETWORK tab and make settings changes, then reboot the applicable component.

 

Problem Probable Cause Solution
The login screen appears, but unable to log in to the browser interface. The browser interface is protected with a password.

If the system administrator does not know the password, make sure the server is connected to the Internet and contact Kaleidescape Technical Support with the serial number.

 

Problem Probable Cause Solution
When trying to access the browser interface, redirected to Kaleidescape website or get 404 error. 1. NetBIOS is required to view the URL http://mykaleidescape on a Windows computer, but is commonly blocked by firewalls and other protective software.

Use the IP address of the server as address for the browser interface. For example, if the server IP address is 172.16.31.1, access the browser interface at http://172.16.31.1. The simplest method to get the current IP address of the server is look at the System Summary on the onscreen display. If using DHCP, this IP address can change over time.

2. On a Mac, the browser interface must be accessed from the URL http://mykaleidescape.local.

Try entering http://my-kaleidescape.local or the IP address of the server. The URL http://my-kaleidescape.local can generally be accessed from a Windows computer with Bonjour installed (Bonjour is usually included with iTunes).

 

Problem Probable Cause Solution
Information in browser interface does not match the system. 1. Multiple Kaleidescape Systems are set up on the local network and using the same System URL.

Use address
 
http://ks-[server_serial_number] or
 
http://ks-[server_serial_number].local or
 
http://[server_ip_address]
 
to open the browser interface, open the SETTINGS > General page to change the System URL.
 
Note: If NetBIOS does not resolve, use the server IP address

2. Components are not powered on or not connected to the network, and therefore do not appear on browser interface.

View http://[server_ip_address]/lskd.html
considering it displays all Kaleidescape components on the local network. If the component does not appear on this page, check power and connectivity

3. There are multiple Premiere systems on the local network and components are not linked to the appropriate system.

Open the SETTINGS > Components page and make note of what components are missing from the system. Select add a component from the message at the top of the browser interface and add the noted components to the system.

 

Problem Probable Cause Solution
Some content is missing from the browser interface. 1. At least one server is missing from Premiere system that contains multiple servers.

Check power and connectivity of all servers in the system.
 
Open http://[server_ip_address]/lskd.html and check that all servers are listed, and then sort by Effective SGID. If a server does not have the same Effective SGID, open the browser interface and click add a component in the message at the top of the page, and add the server to the system

2. Content has been moved to the Trash.

Visit the Trash on the MOVIES or MUSIC page and select the missing titles and return them to the library.  NOTE: If content was deleted permanently from the trash it is not recoverable and must be re-imported.

 

Problem Probable Cause Solution
Control panel in the browser interface does not control the player 1. Latest version of Java not installed.

Enable Java in the web browser or go to www.java.com to download the latest version. The download process verifies that Java is running and installed before updating.

2. On a Mac, the browser interface must be accessed from the URL http://mykaleidescape.local.

Verify the correct zone is being controlled. Be sure to name the players on the Components page to help identify the movie and music zones.


Return to category | Return to top

Troubleshooting Issues with Importing

 

Problem Probable Cause Solution
Blu-ray disc or CD fails to import (possibly ejecting). 1. Disc is not a Blu-ray disc or CD, contains computer data, or was inserted with label down. 

IMPORT tab message: “Disc is not a music CD” or “Disc is not a Blu-ray disc or music CD”.

Verify that the disc is a movie or album and the label is face up in the tray. On a Premiere system sold by Kaleidescape on or after November 30th 2014, CSS-protected DVDs cannot be imported. However, they can be cataloged so they appear in the onscreen user interface just like imported content and titles downloaded from the Kaleidescape Movie Store. For more information, visit www.kaleidescape.com/protected-dvds
Testing the failed disk in another Kaleidescape device can help determine if the problem is the physical disc or the optical drive in the component.

2. Disc has already been imported 

IMPORT tab message: “Disc already imported”

Movie or album has already been imported. If not on the List view, check the trash. Also verify the player’s parental control level.

3. Disc is dirty, scratched, or flawed. 

IMPORT tab message: “Problem reading disc”

Check the disc for surface defects and clean if necessary.

  • Clean disc by wiping from the center of the disc outward. Do NOT wipe around the surface in a circular motion.
  • Try another copy of the movie or album.
4. Server has a failed disk drive or is rebuilding the disk array. Imports are disabled during a rebuild.
  • Check the browser interface to see if a disk is rebuilding.
  • A rebuild can take up to 100 hours or more depending on the amount of content on the drive and server. Confirm that the browser interface does not show that a drive is rebuilding or a drive is missing or failed, then try importing content.
5. Disc import is disabled for a player.

Open the SETTINGS > Components page in the browser interface. Change Importing and Cataloging of Discs to Allow.

6. System is not licensed for both movies and music.

Contact your Kaleidescape dealer for movie and music license information.

7. Server is full.

Go to the HOME page of the browser interface or System Summary on the onscreen display to check available capacity of the server.

8. Drive failure

Contact your Kaleidescape Dealer.


Return to category | Return to top

Troubleshooting Audio & Video Issues

 

Problem Probable Cause Solution
No audio. 1. Audio cables loose or disconnected

Check audio cable connections and terminations

2. Wrong audio source selected

Verify that the audio system is set to play Kaleidescape audio.

3. Using optical, coaxial, or analog output when playing a movie, and HDMI audio decode mode is set to Bitstream pass-through
  • Open the SETTINGS > Components page in the browser interface, click the Settings button for the player, select the AUDIO tab, and set the HDMI audio decode mode to Player decode.
  • Listen to audio through the HDMI connection.
4. EDID is inaccurate or corrupt
  • Correct the EDID if possible.
  • Open the SETTINGS > Components page in the browser interface, click the Settings button for the player, select the AUDIO tab, and open advanced audio settings. Select Receiver supports for the supported sound modes.
5. Error in the control system programming

If using a controller with the Kaleidescape system, check controller programming and connections.

6. Home-authored content

Some home-authored content can contain video but no audio.

 

Problem Probable Cause Solution
No audio in multiple zones 1. Zones not set correctly

Verify that the zone to be controlled is the zone that is being controlled.

2. Using optical, coaxial, or analog output when playing a movie, and HDMI audio decode mode is set to Bitstream pass-through.
  • Open the SETTINGS > Components page in the browser interface, click the Settings button for the player, select the AUDIO tab, and set the HDMI audio decode mode to Player decode.
  • Listen to audio through the HDMI connection.

 

Problem Probable Cause Solution
Audio level too low for movies Setting for number of audio channels is incorrect

Open the SETTINGS > Components page in the browser interface, click the Settings button for the player, select the AUDIO tab, and set the HDMI audio decode mode to Player decode. Select Two-channel under Number of audio channels.

 

Problem Probable Cause Solution
No video 1. Video cables are loose or disconnected

Check video cable connections. HDMI cables and related components are a common source of problems. Use known good display to verify the cable connection and signal from the player

2. Display does not support current player output.

Check the video modes supported by the display. Open the SETTINGS > Components page in the browser interface, click the Settings button for the component, select the VIDEO tab, and make VIDEO settings changes to a supported video mode.

3. Static IP on player does not match the IP range of the serve

A player set to a static IP address can have a blue glow indicating the player is on the same network as the server but can be on a different subnet. Reset the player to DHCP by pressing the reset button on the back of the player, and then reconfigure the player

4. Onscreen display but no video playback

If available, test playback of the Kalahari HD movie. This film is HD but has no HDCP protection. If Kalahari plays back, then the problem is likely an HDCP issue. The Kaleidescape player likely cannot communicate with the display to verify that content playback is allowed.

5. Home-authored content

Home-authored content which does not follow Kaleidescape guidelines might import but can fail to play back.

6. Player is not on the network or not making a connection with the server.

Here there is video from a player during boot (called the lobby screen), but the onscreen user interface does not load without a network connection to the server. Follow the troubleshooting steps above. Use known good display to verify the cable connection and the signal from the player.

7. Wrong source selected

Verify the source setting is correct on the display, switcher, A/V receiver, or A/V processor.

8. Player is powered off or in standby

Power the player on or bring it out of standby (LEAVE_STANDBY).

 

Problem Probable Cause Solution
Video appears distorted, stretched or compressed. 1. Display aspect ratio not set properly

Check the aspect ratio settings on the display device or scaler.

2. The movie has a 4:3 ratio and is stretched to fill the 16:9 display

Open the SETTINGS > Components page in the browser interface, click the Settings button for the player, select the VIDEO tab, and select Play as 16:9 video without horizontal stretching

3. Player configured for the wrong format

When outputting PAL and NTSC, make sure the display supports both formats.

 

Problem Probable Cause Solution
Player not outputting preferred resolution of the display device. The player is set to the default video mode, Use Highest Available Resolution, and the EDID is inaccurate or corrupt.
  • Verify that all devices in the HDMI path support the preferred resolution.
  • Correct the EDID if possible.
  • Open the SETTINGS > Components page in the browser interface, click the Settings button for the player, select the VIDEO tab, and ignore the EDID by selecting preferred Video Mode for each media format

 

Problem Probable Cause Solution
No video when playing Blu-ray quality movie. Component does not output video during Blu-ray playback.

In accordance with analog sunset provisions, the analog video outputs are disabled during playback of Blu-ray quality movies.

 

Problem Probable Cause Solution
Video/audio stalls or stutters. 1. Fault in network path between player and server.

Verify there are no network disconnects or faulty Ethernet cables and slow switches, and that the network is active.  If the server and player are set to have static IP addresses, test with an Ethernet cable going directly from the server to the player in question.

2. Duplicate IP address

Change the IP address on the device causing the conflict. This device is very likely newly added to the network. For example, a new print server is added to the network at the same address as a Kaleidescape component.

3. Too much network traffic on a 100Base-TX network

Only one Blu-ray movie can be played from a server using a 100Base-TX connection. Turn off some players, or stop importing some movies, or connect the server to a 1000Base-T Ethernet connection (cable and switch).

4. HDMI handshake problem

Verify integrity of cables and check connections. Test by bypassing any switchers, baluns, A/V receivers or processors, and connect directly to a known good display with a known good cable

5. Using powerline network or wireless connection

These types of connections provide limited bandwidth. Use a wired Ethernet connection when possible.


Return to category | Return to top

Troubleshooting Parental Control

 

Problem Probable Cause Solution
Movies are missing from onscreen user interface. 1. Parental control is active

Check the default parental control level of the player on both the browser interface and locally on the on-screen display. If the player is set to an undesired level this problem will continue until this setting is changed. Change to appropriate level. Enter a passcode if necessary.

2. Movie is in the trash.

Open the MOVIES tab in the browser interface and remove movie from the trash can.

3. Multiple servers exist in the Premiere system, but at least one server is not currently p

Check power and connection of all servers in the system.
If a server is not booting, retrieve diagnostic information from the server and send to support@kaleidescape.com

 

Problem Probable Cause Solution
Cannot enter the passcode. Remote is not programmed correctly.

Program the remote correctly. Kaleidescape components can be programmed with IR codes for a standard Toshiba or Kenwood DVD player.

 

Problem Probable Cause Solution
Numeric keypad is not showing up on the touch panel. Keypad was not added to the template.

Add keypad to the touch panel template.

 

Problem Probable Cause Solution
Parental control is not working on a specific player. Default level is set incorrectly for that player

Check the SETTINGS > Parental Control for Movies page on the browser interface to verify that the player is set to the correct level. If Automatic Safe Level is selected, the default rating is displayed in the paragraph on the bottom right of the page.

 

Problem Probable Cause Solution
After entering the passcode, movies are still missing 1. Wrong passcode

Try again. Note: A forgotten passcode can be changed on the SETTINGS > Parental Control for Movies page without knowing the old passcode.

2. Time out exceeded

Enter the passcode again or extend the timeout on the browser interface.

 

Problem Probable Cause Solution
Parental control menu in onscreen user interface does not list restricted content Restricted content is selected to be hidden.

Enter the passcode from any screen on the onscreen display even if the option is not visible.

 

Problem Probable Cause Solution
A restricted movie is not hidden Movie is unrecognized and does not have the correct rating

Temporary solution is edit the rating manually from the MOVIES tab. Permanent solution is to use the Kaleidescape loan process, see www.kaleidescape.com/loan

 

Problem Probable Cause Solution
Cannot block adult content. Confusion with how to set up just two levels of parental control when four levels are available.
  1. Open the SETTINGS > Parental Control for Movies page on the browser interface.
  2. Set a passcode for Restricted content and set the rating to All Movies.
  3. Next set the rating for the main library to the acceptable movie rating for the whole family.
  4. Click OK.

If the players are set to Automatic Safe Level, this procedure works for a simple two-level configuration. To hide the existence of the restricted content level on the Parental Control view, select Hide Restricted Content. To access the restricted level, enter the passcode from any view.


Return to category | Return to top

Troubleshooting Kaleidescape Conductor

 

Problem Probable Cause Solution
Conductor does not connect. 1. Computer name is too long.

Check computer properties and verify that the computer name is 14 characters or less. Change the name if necessary.

2. NetBIOS problem.

Contact your network administrator to determine why NetBIOS is not resolving correctly.

 

Problem Probable Cause Solution
Conductor does not work on the Mac. This configuration is not supported.

Conductor is not supported on a Mac. However, a Windows emulator such as Parallels Desktop can be used.
 
If an emulator is used, the Windows version of iTunes must be installed because Conductor does not sync with the Mac version.

 

Problem Probable Cause Solution
Cannot sync Conductor on a VLAN through a second router. Computer uses NetBIOS and NetBIOS does not work across VLANs.

Connect computer to the same LAN as the server.


Return to category | Return to top

M700 and DV700 Disc Vault Error Codes

M700 and DV700 Disc Vault Error Codes

Description

The following explains the meaning of codes displayed on the front panel LCD of Vesta when the vault gets into an unrecoverable error state.  During such state the LCD will show the message “Error N; Press OK to restart”, where N is a decimal number documented below.

Notes:

  • Unrecoverable error, in this context, means an error condition such that KEAOS is unable to continue to perform the vault functions of the device during the current boot; player functionality is typically unaffected.
  • Vault functions include insertion and ejection of discs, controlling the internal optical drive and the carousel, disc identification and import, internal disc drive injection and ejection and providing disc presence information.
  • The vault may or may not be able to recover from an “unrecoverable error” state after a reboot.  Regardless, a reboot (preferably by power cycling) is usually the first recommended step when a user experiences an “unrecoverable” vault error for the first time on a given Vesta unit.

List of error codes

Error Code Name Possible Causes Suggested Action
3

INVALID_DISC_SLOT_INDEX

Software

Contact your Kaleidescape Dealer or Support

23

UNEXPECTED_MEDIA_ON_MOVE_TO_UNLOAD

Software

Contact your Kaleidescape Dealer or Support

28

FAILED_TO_SEE_NO_MEDIA_AFTER_EJECT

drive; hardware 

Power cycle; Contact your Kaleidescape Dealer or Support 

29

UNEXPECTED_SLOT_STATE

hardware; Software

Power cycle; Contact your Kaleidescape Dealer or Support

32

WAIT_TIMEOUT

hardware Power cycle; Contact your Kaleidescape Dealer or Support
39

OPERATION_ABORTED

hardware Power cycle; Contact your Kaleidescape Dealer or Support
42

OPERATION_FAILED

hardware Power cycle; Contact your Kaleidescape Dealer or Support
45

OPEN_FAILED

hardware Power cycle; Contact your Kaleidescape Dealer or Support
69 CAROUSEL_JAM_DETECTED hardware; misuse  Clear obstruction; Power cycle; Contact your Kaleidescape Dealer or Support
74 CAROUSEL_BLOCKAGE_DETECTED hardware; misuse  Clear obstruction; Power cycle; Contact your Kaleidescape Dealer or Support 
75 OVERTILT_CONDITION dynamic or static acceleration; hardware  Place Vault on stable and level surface; Power cycle; Contact your Kaleidescape Dealer or Support
78 SLOT_NOT_EMPTY hardware; misuse Power cycle; Contact your Kaleidescape Dealer or Support
81 NO_DISC_DETECTED hardware; misuse Power cycle; Contact your Kaleidescape Dealer or Support
86 OPERATION_NOT_ACTIVE hardware  Power cycle; Contact your Kaleidescape Dealer or Support; Contact your Kaleidescape Dealer or Support
87 REQUIRES_USER_ACTION hardware; misuse  Clear obstruction; Power cycle; Contact your Kaleidescape Dealer or Support
88 FAILED_TO_CLEAR_BLOCKAGE hardware; misuse Clear obstruction; Power cycle; Contact your Kaleidescape Dealer or Support
91 MOVE_TO_SLOT_FAILED hardware Power cycle; Contact your Kaleidescape Dealer or Support
95 ROLL_TIMEOUT hardware; insertion slot obstruction; ODD obstruction Clear obstruction; Power cycle; Contact your Kaleidescape Dealer or Support
97 DRIVE_NON_EMPTY_DURING_DISC_INJECTION drive; hardware  Power cycle; Contact your Kaleidescape Dealer or Support; Contact your Kaleidescape Dealer or Support
100 NEED_USER_ACTION_FRONT_BLOCKED hardware; misuse Clear obstruction; Power cycle; Contact your Kaleidescape Dealer or Support
106 EJECT_FAILED_DISC_STILL_IN_DRIVE hardware (disc still in ODD after  Power cycle; Contact your Kaleidescape Dealer or Support
107 EJECT_FAILED_DISC_LOCATION_ hardware (disc could not be detected after ejection from ODD) Power cycle; Contact your Kaleidescape Dealer or Support
110 INTERNAL_DRIVE_MISSING hardware (ODD appears disconnected or missing) Power cycle; Contact your Kaleidescape Dealer or Support
111 FRONT_ROLL_TIMEOUT hardware; insertion slot obstruction Clear obstruction; Power cycle; Contact your Kaleidescape Dealer or Support
112 DRIVE_ROLL_TIMEOUT hardware; ODD obstruction Clear obstruction (requires taking off lid); Power cycle; Contact your Kaleidescape Dealer or Support

 

NOTE:  Contact your Kaleidescape Dealer or Support if the error code displayed on the front panel is not listed above.


Return to category | Return to top

Troubleshooting HDMI Connection

 

If Strato is connected to a display using high quality cables that satisfy the specification given earlier in this document, and if all components support HDMI 2.0 and HDCP 2.2, problems should be rare. However, if they do occur, here are some things you can try.

  • Check Connections – Verify everything is properly connected
  • Check Device Settings – Make sure 3rd party device settings are correct
  • Check Device Software/Firmware – Make sure firmware is up to date
  • Check HDMI Capabilities – Try multiple cables and adjust settings (see below)

Reduce HDMI Speed

Intermittent problems are almost always related to signal integrity. The display and intermediate devices may all support 18 Gbps connections, but the cable may be unable to carry that speed reliably. You can try temporarily forcing Strato to use 10.2 Gbps instead. This can help to identify whether the problem is related to signal transmission.

  1. To force Strato to use 10.2 Gbps, go to the system’s Browser Interface by typing in the IP address of the Strato and click on the Settings tab. You should see the Components page.
  2. In the section for your Strato, click the Settings button.

3. In the window that opens, scroll to the bottom and click “Show Advanced Video Settings.

4. Scroll down to the “4K Ultra HD Support” section, and click the radio button next to HDMI 2.0 10.2Gbps, then click OK.

5. Once you’ve clicked OK to save the setting, stop your content if it was playing, and then try playing your content again.

NOTE: The advanced settings can also be used to compensate for problems that arise when a display or intermediate device does not correctly report or pass EDID information.

Verifying HDMI Video Performance

Once your Strato has been connected and configured, it’s a good idea to verify that you are seeing the expected video resolution and frame rate.

Strato includes a new tool to help you ensure that things are working as expected. Go to the system’s Browser Interface, and click on the Settings tab. You should see the Components page.

1. In the section for your Strato, click the Settings button.

2. In the window that opens, click the “Show primary HDMI port capabilities and status” button.

HDMI Capabilities and Status

You will see a new “HDMI Capabilities” view, divided into three sections:

  • Supported 4K Ultra HD Modes
  • Supported HDMI Features
  • HDMI Video Status These sections are described below.

Supported 4K Ultra HD Modes

This section summarizes the 4K Ultra HD capabilities of the device(s) connected to the primary HDMI port, as detected by Strato. If Strato is connected directly to the display, then this shows the capabilities that the display is reporting. If Strato is connected to the display via an audio processor, an HDMI switch or matrix, or other intermediate equipment, then this section shows the capabilities of the combined display chain, including any limitations imposed by the intermediate devices.

supported 4k ultra hd modes

Supported HDMI Features

This section details the copy protection, resolution, TV standard and color capabilities of the display, and indicates whether audio is accepted by the display. Note that it is normal for HDCP 1.x to be rendered with a line through it when HDCP 2.2 is supported, because of how Strato detects HDCP. When HDCP 2.2 is active, Strato cannot detect whether the display also supports HDCP 1.x.

supported hdmi features

HDMI Video Output Status Examples

hdmi video output status

In the above example, the projector the Strato is connected to is not able to accept deep color, so Strato is sending standard 24-bit (8 bits per component) color to the display.

In the example above, Strato is playing Blu-ray quality content, which is natively 1080p. In addition to converting the frame rate from 24 frames per second to 60, it is also up-scaling the content to 2160p.

hdmi video output status 2


Return to category | Return to top