6 Troubleshooting.fm
Contents
1. 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 in back of 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 Disk cartridge status light flashing blue 6 Aplayer or disc vault is not linked to a system when more than one Premiere system is on the local network This indicates the hot spare in a 3U server 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 This is normal operation A normal hot spare blinks blue every two seconds 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 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 Note If the latch sticks2. 3 Too much network traffic ona 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 LOOOBase 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 Kaleidescape Part No 101 0105 00 Rev 4 Page 132 Problem Kaleidescape Premiere Line Installation Guide Troubleshooting Parental Control Probable Cause Solution Movies are missing from onscreen user interface Parental control is active Check the default parental control level of the player 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 Movie is in the trash Open the MOVIES tab in the browser interface and remove movie from the trash can Multiple servers exist in the Premiere system but at least one server is not currently part of the system Check power and connection of all servers in the system If a server is not boot
3. Kaleidescape Part No 101 0105 00 Rev 4 Page 133 Kaleidescape Premiere Line Installation Guide A restricted movie is Movie is unrecognized and not hidden 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 Cannot block adult Confusion with how to set content up just two levels of parental control when four levels are available 1 Open the SETTINGS gt Parental Control for Movies page on the browser interface 2 Seta 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 Troubleshooting Kaleidescape Conductor Problem Probable Cause Solution Conductor does not 1 Computer name is too connect long Check computer properties and verify that the computer name is 14 characters or less Change the name if necessary 2 NetBIOS problem e See Network Requirements on page 165 e Contact Kaleidescape Technical Support Co
4. appear on browser interface View http server_ip_address Iskd html considering it displays all Kaleidescape components on the local network If the component does not appear on this page check power and connectivity There are multiple Premiere systems on the local network and components are not linked to the appropriate system Open the SETTINGS gt 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 Kaleidescape Part No 101 0105 00 Rev 4 Page 126 Problem Probable Cause Kaleidescape Premiere Line Installation Guide Troubleshooting Solution Some content is missing from the browser interface 1 Atleast 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 Iskd 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 Control panel in the browser interface does not cont
5. disabled during a drive and server Confirm that the browser rebuild interface does not show that a drive is rebuilding or a drive is missing or failed then try importing content 5 Disc importis disabled Open the SETTINGS gt Components page in the for a player browser interface Change Importing and Cataloging of Discs to Allow 6 System is not licensed Contact Kaleidescape Technical Support for for both movies and music 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 Kaleidescape Technical Support Kaleidescape Part No 101 0105 00 Rev 4 Page 128 Problem Kaleidescape Premiere Line Installation Guide Probable Cause Troubleshooting Solution Blu ray disc or CD fails to import possibly ejecting g Server restarted IMPORT tab message System restarted during import Try importing again 10 Blu ray disc contains AVCHD content M Class players cannot play AVCHD content at this time 11 User ejected the disc IMPORT tab message Eject button pressed Some imports take a long time because of the authoring method Try importing again and leave in the player or disc vault until import is complete Blu ray disc takes longer than about 60 minutes per disc average speed Ne
6. is managed verify that all ports are set to allow for a 100Base TX 1000Base T full duplex connection Kaleidescape Part No 101 0105 00 Rev 4 Page 123 Kaleidescape Premiere Line Installation Guide Troubleshooting Problem Probable Cause Solution 100Base TX Not all pairs were used Terminate using all eight wires A 1000Base T connection when terminating the connection requires that all 4 pairs be established between Cat5e Cat6 cable terminated 1000Base T components Duplicate IP address 1 The static IP address assigned is within the DHCP range Either change the DHCP range on the DHCP server usually the router or change the static IP address to be outside the range Be careful not to set IP address to the same IP address as another static device 2 Two DHCP servers on the same network Eliminate one of the DHCP servers or consult an IT professional to ensure the network is configured properly 3 Two devices assigned the same static IP address Change the IP address on the device causing the conflict This device is very likely newly added to the network Cannot resolve hostnames with DNS 1 Incorrect DNS setting Change DNS setting to a known good setting 2 DNS server is not resolving correctly Change DNS setting to a known good setting Disc menu does not recognize the player connection to the Internet when trying to use BD Live Network set
7. visit www kaleidescape com go 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 Kaleidescape Part No 101 0105 00 Rev 4 Page 118 Kaleidescape Premiere Line Installation Guide Problem Probable Cause Troubleshooting 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 Note If the latch sticks visit www kaleidescape com go latch 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 3 Disk cartridge has not If the disk cartridge was purchased as a been initialized 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 standalone drive contact an authorized Kaleidescape dealer or Kaleide
8. Kaleidescape Premiere Line Installation Guide Chapter 6 Troubleshooting Preparation 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 gt 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 v v Vv vV vy Kaleidescape Remote with fresh batteries The following equipment is optional but useful and can save time e Spare 8 or 16 port 1000Base T switch e Ethernet cable tester e Blu ray disc DVD and CD e Small test display with appropriate inputs e Spare power strip e AC Socket tester The following information and access can be required to troubleshoot Kaleidescape Systems e Serial number of at least one component in the Premiere system preferably the server e Access to the back of the Kaleidescape equipment Kaleidescape Part No 101 0105 00 Rev 4 Page 115 Kaleidescape Premiere Line Installation Guide Troubleshooting Guide The following tables provide information to troubleshoot most common problems encountered during installation Tro
9. Verify that Ethernet cables are connected to a switch e Check that the router and switch are turned on and functioning properly e Check that there are available addresses on the DHCP server Intermittent network connectivity problem Front panel alternates between amber glow and blue glow e Verify that Ethernet cables are properly terminated Check that correct connector is used with the cable type stranded or solid conductor e Check that the router and switch are functioning properly e Check that there are no duplicate IP addresses on the local subnet Kaleidescape Part No 101 0105 00 Rev 4 Page 117 Problem Kaleidescape Premiere Line Installation Guide Probable Cause Troubleshooting 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
10. 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 Kaleidescape Part No 101 0105 00 Rev 4 Page 116 Kaleidescape Premiere Line Installation Guide Problem Probable Cause Troubleshooting Solution The front panel 1 glows when power is applied but turns off after a couple 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 gt Components page Check the drop down menu for the front panel lights and choose the new intensity minutes resetting excessively 2 The component may be 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 Troubleshooting Amber 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 e Verify that Ethernet cables are properly terminated Check that correct connector is used with the cable type stranded or solid conductor e
11. e opened Refer to Network Requirements on page 165 for instructions on checking and updating computer network settings to allow the web browser access to a Kaleidescape system or Use the IP address of the server found on the System Summary page on the onscreen display 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 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 Iskd html will not be slow Use this page to check IP addresses To change any IP addresses open the SETTINGS gt 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 Kaleidescape Part No 101 0105 00 Rev 4 Page 125 Problem Kaleidescape Premiere Line Installation Guide Probable Cause Troubleshooting 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 When trying to access the browser interface redirected to Kaleid
12. en the SETTINGS gt 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 e Listen to audio through the HDMI connection EDID is inaccurate or corrupt e Correct the EDID if possible e Open the SETTINGS gt 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 Error in the control system programming If using a controller with the Kaleidescape system check controller programming and connections 6 Home authored Some home authored content can contain video content but no audio Refer to the article at www kaleidescape com go home movies No audio in multiple 1 Zones not set correctly Verify that the zone to be controlled is the zone zones that is actually being controlled Using optical coaxial or analog output when playing a movie and HDMI audio decode mode is set to Bitstream pass through e Open the SETTINGS gt 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 e Listen to audio through the HDMI connection Audio level too low for movies Setting for number of audio channels is incorrect Open the SETTINGS gt C
13. escape website or get 404 error NetBIOS is required to view the URL http my kaleidescape ona 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 See Network Requirements on page 165 Ona Mac the browser interface must be accessed from the URL http my kaleidescape 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 Information in browser interface does not match the system 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 gt General page to change the System URL Note If NetBIOS does not resolve use the server IP address Components are not powered on or not connected to the network and therefore do not
14. ing retrieve diagnostic information from the server and send to support kaleidescape com Refer to the Quick Reference Guide at www kaleidescape com go diagnostic info 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 Numeric keypad is not showing up on the touch panel Keypad was not added to the template Add keypad to the touch panel template Parental control is not working on a specific player Default level is set incorrectly for that player Check the SETTINGS gt 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 After entering the passcode movies are still missing 1 Wrong passcode Try again Note A forgotten passcode can be changed on the SETTINGS gt 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 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
15. is 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 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 Managed switch configuration Verify that ports are set up correctly in the switch configuration Kaleidescape Part No 101 0105 00 Rev 4 Page 121 Kaleidescape Premiere Line Installation Guide Troubleshooting Problem Probable Cause Solution Onscreen user 1 Insufficient bandwidth Test by playing back a high definition or Blu ray interface displays for playback quality movie as this content requires the most error message saying bandwidth This player cannot Verify that wiring and switch are full duplex and access your library 100Base TX or 1000Base T when playing more Check that all than one Blu ray quality movie at the same components are time running and eee s Bandwidth is limited when using powerline network is functioning properly networking or a wireless connection Always test with a wired connection to eliminate this and or possibility Onsc
16. issue The Kaleidescape player likely cannot communicate with the display to verify that content playback is allowed See the article at www kaleidescape com go troubleshooting video network or not making a connection with the server 5 Home authored Home authored content which does not follow content Kaleidescape guidelines might import but can fail to play back Refer to the article at www kaleidescape com go home movies 6 Player is not on the 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 Wrong source selected Verify the source setting is correct on the display switcher A V receiver or A V processor Player is powered off or in standby Power the player on or bring it out of standby LEAVE_STANDBY Kaleidescape Part No 101 0105 00 Rev 4 Page 131 Problem Kaleidescape Premiere Line Installation Guide 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 gt Components page in the browser interface click the Se
17. n Blu ray disc or CD fails to import possibly ejecting 1 Disc is not a Blu ray Verify that the disc is a movie or album and the disc or CD contains label is face up in the tray computer data or was On a Premiere system sold by Kaleidescape on inserted with label or after November 30 2014 CSS protected down DVDs cannot be imported However they can be IMPORT tab message cataloged so they appear in the onscreen user ped interface just like imported content and titles Disc is not a music A eee ee te downloaded from the Kaleidescape Movie Store CD or Disc is nota i s For more information visit Blu ray disc or music cp www kaleidescape com protected dvds 2 Disc has already been Movie or aloum has already been imported If imported not on the List view check the trash Also verify IMPORT tab message the player s parental control level Disc already imported 3 Disc is dirty Check the disc for surface defects and clean if scratched or flawed necessary IMPORT tab message Clean disc by wiping from the center of the Problem reading disc disc outward Do NOT wipe around the surface in a circular motion e Try another copy of the movie or album 4 Server has a failed e Check the browser interface to see if a disk disk drive or is is rebuilding ti the disk A rebuild can take up to 100 hours or more array mports are depending on the amount of content on the
18. nductor does not __ This configuration is not Conductor is not supported on a Mac However a work on the Mac supported 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 Cannot sync Computer uses NetBIOS Connect computer to the same LAN as the Conductor on a VLAN and NetBIOS does not server through a second work across VLANs router Kaleidescape Part No 101 0105 00 Rev 4 Page 134
19. omponents 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 Kaleidescape Part No 101 0105 00 Rev 4 Page 130 Kaleidescape Premiere Line Installation Guide Problem Probable Cause Troubleshooting 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 Display does not support current player output Check the video modes supported by the display Open the SETTINGS gt 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 Static IP on player does not match the IP range of the server 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 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
20. reen user interface displays error message saying Difficulty reading movie 4 2 Faulty switch router Test with a known working switch router Fix or replace a faulty switch router Ww Using a hub Replace hub with 1000Base T switch Bad import or Although rare a bad import or download can download cause this behavior Check to see if playback stops at the same point in a movie every time If this is the case delete the movie use the browser interface to put the movie into the trash can then delete permanently and re import re download 5 Network cable Test with a known working network cable Fix or replace a faulty cable 6 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 Kaleidescape Part No 101 0105 00 Rev 4 Page 122 Kaleidescape Premiere Line Installation Guide Troubleshooting incorrectly Problem Probable Cause Solution Server is offline not 1 Internet connection is Connect a computer to the same Ethernet cable communicating with down and test Internet connectivity Contact the Kaleidescape Internet service provider if it does not work 2 Incorrect DNS Change to a valid DNS server 3 MTU Maximum This setting can usually be changed in
21. rol 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 Acontrol panel fora zone other than the one being viewed was unintentionally opened 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 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 Iskd html will not be slow Use this page to check IP addresses To change any IP addresses open the SETTINGS gt 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 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 Kaleidescape Part No 101 0105 00 Rev 4 Page 127 Problem Kaleidescape Premiere Line Installation Guide Probable Cause Troubleshooting Troubleshooting Problems with Imports Solutio
22. scape Technical Support Kaleidescape Part No 101 0105 00 Rev 4 Page 119 Kaleidescape Premiere Line Installation Guide Troubleshooting Troubleshooting Problems with the Network Problem Probable Cause Solution Network status lights are not on 1 Component has not finished the boot process Wait at least two minutes for component to finish booting Indicators that boot process is complete e Player the front panel blinks two times e 3U Server disk cartridge status lights all on and hot spare blinks e 1U Server disk cartridge status lights all on e When booting a server the disk cartridge status lights come on in a sequential pattern 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 Asimple router can be a good 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 Kaleidescape Part No 101 0105 00 Rev 4 Page 120 Problem Kaleidescape Premiere Line In
23. stallation Guide Probable Cause Troubleshooting 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 Test with a known working Ethernet cable More than one DHCP server is issuing IP addresses Verify that there is only one DHCP server on the network 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 Incorrect network settings e Make sure all settings are correct Check the list of Kaleidescape devices by entering server_ip_address Iskd html into the browser This procedure will confirm if the IP address settings are correct e 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 e Network settings might have to be changed through the serial port Refer to the article at www kaleidescape com go set network settings Network divided with VLANs Check network settings to make sure all Kaleidescape devices are on the same segment or VLAN Duplicate IP address Change the IP address on the device causing the conflict Th
24. the Transmission Unit size router 4 Incorrect or missing Use DHCP reservations instead of static IP network settings address or connect a laptop wired to the same default gateway cable as the server and verify the laptop can subnet mask DNS access the Internet servers Get the network settings for the laptop using the ipconfig command in the command prompt screen Start Run Command Use the default gateway subnet mask and DNS servers listed for the Kaleidescape server on the SETTINGS gt Components page of the browser interface If using a Mac use ifconfig in a terminal window 5 Server not powered Power on the server If the server does not on appear to be booting retrieve diagnostic information from the server and send to support kaleidescape com Refer to the Quick Reference Guide at www kaleidescape com go diagnostic info 6 Server cannot boot Retrieve diagnostic information from the server and send to support kaleidescape com Refer to the Quick Reference Guide at www kaleidescape com go diagnostic info 7 Router is faulty or If the router is powered on try resetting If the powered off router comes on but the problem reappears frequently the router should be replaced Connection is 1 Hub used Replace hub with 1000Base T switch half duplex TE 2 Using incorrect Check that Cat5e or Cat6 cables are used for all network cable network connectors and that all pairs are terminated 3 Switch is set up If the switch
25. ting Open the browser interface select the SETTINGS gt Component page click the Settings button for the M Class player select the NETWORK tab Verify that Allow Internet Access is selected If a static IP address is used verify the default gateway subnet mask and DNS servers are correct Kaleidescape Part No 101 0105 00 Rev 4 Page 124 Kaleidescape Premiere Line Installation Guide Troubleshooting Troubleshooting Problems 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 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 Note If browser interface still does not appear see Accessing the Browser Interface on page 66 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 Network is set up So that System URL on the Kaleidescape browser interface cannot b
26. ttings 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 Player not outputting preferred resolution of the display device default video mode Use Highest Available Resolution and the EDID is inaccurate or corrupt The player is set to the Verify that all devices in the HDMI path support the preferred resolution Correct the EDID if possible e Open the SETTINGS gt 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 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 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 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
27. twork fault between player and server Verify there are no network disconnects or faulty Ethernet cables and slow switches and that the network is active 2 Disc is dirty Check the disc for surface defects and clean if scratched or flawed necessary IMPORT tab message Clean disc by wiping from the center of the Problem reading disc disc outward Do NOT wipe around the surface in a circular motion e Try another copy of the movie or album 3 Too much network e Ifthe server network connection is operating traffic at 100Base TX stop movie playback from some players e Put the player or disc vault and server on a 1000Base T network to improve Blu ray import speed Home authored disc fails to import Incorrectly authored Some home authored content can be incorrectly authored Refer to the article at www kaleidescape com go home movies Kaleidescape Part No 101 0105 00 Rev 4 Page 129 Problem Kaleidescape Premiere Line Installation Guide Probable Cause Troubleshooting Troubleshooting Problems with Audio amp Video Solution No audio 1 Audio cables loose or disconnected Check audio cable connections and terminations Wrong audio source selected Verify that the audio system is set to play Kaleidescape audio Using optical coaxial or analog output when playing a movie and HDMI audio decode mode is set to Bitstream pass through Op
28. ubleshooting Table 1 Troubleshooting Power Table 2 Troubleshooting Amber Lights Table 3 Troubleshooting Problems with the Network Table 4 Troubleshooting Problems with the Browser Interface Table 5 Troubleshooting Problems with Imports Table 6 Troubleshooting Problems with Audio amp Video Table 7 Troubleshooting Parental Control Table 8 Troubleshooting Kaleidescape Conductor Troubleshooting Power Problem Probable Cause Solution The front panel does not glow when power is applied 1 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 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 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 With a 1U 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 The power supply needs to
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