| 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 |
| |
| 4. EDID is inaccurate or corrupt |
| |
| 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. Refer to the article at www.kaleidescape.com/go/home-movies |
| 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. |
|
| 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 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. | |
| 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. See the article at www.kaleidescape.com/go/troubleshootingvideo | |
| 5. Home-authored content | Home-authored content which does not follow 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 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. |
|
| 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. | |
| 5. A failing disk drive on the server | Contact support to check the health of the disk drive(s). |
+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.
