| Problem | Probable Cause | Solution |
| Blu-ray disc or CD fails to import (possibly ejecting). | 1. Component has not finished the boot process. | Wait at least two minutes for component to finish booting. Indicators that boot process is complete: • Player - the front panel blinks two times • 3U Server - the front bezel of the server is blue, the disk cartridge status lights all on and hot spare blinks • 1U+ Movie Server - the front bezel of the server is blue & disk cartridge status lights all on • When booting a server, the disk cartridge status lights come on in a sequential pattern until all of the disk drives are illuminated and then it will blink out briefly and all the lights come back on. 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. A simple router and some extra known good Ethernet cables 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. |
| Problem | Probable Cause | 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. | |
| 3. More than one DHCP server is issuing IP addresses. | Verify that there is only one DHCP server on the network. | |
| 4. 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.) | |
| 5. Incorrect network settings. |
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| 6. Network divided with VLANs. | Check network settings to make sure all Kaleidescape devices are on the same segment (or VLAN). | |
| 7. 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 | |
| 8. 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. | |
| 9. Managed switch configuration. | Verify that ports are set up correctly in the switch configuration. |
| Problem | Probable Cause | Solution |
| Onscreen user interface displays error message saying, “This player cannot access your library. Check that all components are running and your network is functioning properly.” and/or Onscreen user interface displays error message saying, “Difficulty reading movie”. | 1. Insufficient bandwidth for playback | Test by playing back a high-definition or Blu-ray quality movie, as this content requires the most bandwidth. Verify that wiring and switch are full-duplex and 100Base-TX or 1000Base-T (when playing more than one Blu-ray quality movie at the same time). Bandwidth is limited when using powerline networking or a wireless connection. Always test with a wired connection to eliminate this possibility. |
| 2. Faulty switch/router | Test with a known working switch/router. Fix or replace a faulty switch/router. | |
| 3. Using a hub | Replace hub with 1000Base-T switch. | |
| 4. Bad import or download | Although rare, a bad import or download can 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/redownload. | |
| 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. |
| Problem | Probable Cause | Solution |
| Server is offline/not communicating with Kaleidescape. | 1. Internet connection is down. | Connect a computer to the same Ethernet cable and test Internet connectivity. Contact the Internet service provider if it does not work. |
| 2. Incorrect DNS | Change to a valid DNS server | |
| 3. MTU (Maximum Transmission Unit) size | This setting can usually be changed in the router. | |
| 4. Incorrect or missing network settings (default gateway, subnet mask, DNS servers) | Use DHCP reservations instead of static IP address, or connect a laptop wired to the same cable as the server and verify the laptop can access the Internet. 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 > Components page of the browser interface. If using a Mac, use ifconfig in a terminal window. | |
| 5. Server not powered on. | Power on the server. If the server does not 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 powered off. | If the router is powered on, try resetting. If the router comes on, but the problem reappears frequently, the router should be replaced. |
| Problem | Probable Cause | Solution |
| Connection is half-duplex. | 1. Hub used | Replace hub with 1000Base-T switch. |
| 2. Using incorrect network cable | Check that Cat5e or Cat6 cables are used for all network connectors, and that all pairs are terminated. | |
| 3. Switch is set up incorrectly | If the switch is managed, verify that all ports are set to allow for a 100Base-TX/1000Base-T full duplex connection. . |
| Problem | Probable Cause | Solution |
| 100Base-TX connection established between 1000Base-T components. | Not all pairs were used when terminating the Cat5e/Cat6 cable. | Terminate using all eight wires. A 1000Base-T connection requires that all 4 pairs be terminated. |
| Problem | Probable Cause | Solution |
| 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 and the router's TTL time is set for a long time period. |
| Problem | Probable Cause | Solution |
| Cannot resolve hostnames with DNS. | 1. Incorrect DNS setting | Change DNS setting to a known good setting, verify proper internet connectivity on the network. |
| 2. DNS server is not resolving correctly | Change DNS setting to a known good setting, verify proper internet connectivity on the network. |
| Problem | Probable Cause | Solution |
| Disc menu does not recognize the player connection to the Internet when trying to use BD-Live. | Network setting | Open the browser interface, select the SETTINGS > 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. |
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