| 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 CSS-Protected-DVD-FAQs 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.
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| 4. Server has a failed disk drive or is rebuilding the disk array. Imports are disabled during a rebuild. |
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| 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. |
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