How can we help you?

A Blu-ray disc cannot play even though a Kaleidescape component matches the region code.

If a Blu-ray disc is not recognized by the Kaleidescape Movie Guide, then the Blu-ray disc region code should be entered on the Edit Movie Details page of the browser interface. The browser interface must be accessed from a device connected to the same local network as the Kaleidescape System.

1. In the address bar of a web browser, enter: 2. On an Encore system, click on the History tab. On a Premiere System, click on the IMPORT tab. On Cinema One, click on the Movies and Music tab.

3. Click the title that identifies the Blu-ray disc.The Movie Details window appears.

NOTE: If you cannot identify the Blu-ray disc by name, this page also identifies the date (Start Time) and component (Source). Unrecognized discs are easily identified by an Enter Info or Edit button to the right.

Click Edit Movie Details. The Edit Details window appears.

5. Select the Blu-ray disc region code from the Region Information drop-down menu.

6. Click OK.

The Blu-ray disc will now play if a component matches the region specified by the disc.

If the Blu-ray disc is loaned to Kaleidescape, then we will capture not only the region code but also additional information such as high-resolution cover art, aspect ratio information, and the video bookmarks that make it possible to play the movie without navigating the Blu-ray menu. Your disc will be returned soon and the updated Movie Guide information will automatically appear on your Kaleidescape System. For details, please refer to the Kaleidescape Loan Process Quick Reference Guide at


+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.