| 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 |
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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 | |
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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 |
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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. |
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2. A control panel for a 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. |
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