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What happens in the event of a Strato or Terra hard disk drive failure?

When a hard drive fails in a Terra, Strato, or Alto player, the customer will be notified on the Kaleidescape mobile app, web store, and the onscreen display of the player. The dealer and customer are also notified by email.

Contact an authorized Kaleidescape dealer for a replacement hard drive or player. Be prepared with the serial number of the Terra, Strato, or Alto. Hard drives and players under warranty will be replaced free of charge.



Kaleidescape Strato and Kaleidescape Alto 

Movies stored on the failed hard drive of a Strato, or Alto will be restored automatically provided there is at least one other Terra, Strato, or Alto online in the system. If the system has enough free space remaining, restoration begins immediately. Note that 4K movies cannot be restored to an Alto.

A system with only a single Strato or Alto player with a failed hard drive requires activation of a new system when the replacement player is installed. Content on the failed player can be optionally restored when activating the replacement player. 

 

Kaleidescape Terra 

When a hard drive fails in a Terra movie server, the server will continue to operate, but downloaded movies stored on the failed drive will be unavailable for playback. 

Movies stored on the failed hard drive will be restored automatically. If the Terra server has enough free space remaining, or if there are other Terra servers in the system with available space, restoration begins immediately. 

A system with a failed hard drive will reserve 2TB of space for new purchases, and the restoration will pause once that limit is reached. Restoration resumes automatically once the failed drive is replaced.  

Instructions on how to replace a failed hard drive in a Terra movie server are included in the shipping box containing the replacement hard drive. Instructions and can also be found here: https://www.kaleidescape.com/terra-hdd-replacement

  

Frequently Asked Questions

What factors contribute to hard drive failure? 
Hard drive failures are extremely rare. A hard drive failure can happen due to mechanical wear and tear, aging or other factors such as heat, cold, power issues, etc. 
 
What is the impact of a hard drive failure? 

When a hard drive fails in a Terra movie server, the server will continue to operate, but downloaded movies stored on the failed drive will be unavailable for playback. 

When a hard drive fails in a Strato or Alto player, the player will display a message when starting the player explaining the player cannot operate due to a hard drive failure.


How does content restoration work? 
Strato and Alto:
Movies stored on the failed hard drive of a Strato, or Alto will be restored automatically provided there is at least one other Terra, Strato or Alto online in the system. If the system has enough free space remaining, restoration begins immediately. Note that 4K movies cannot be restored to an Alto.

Terra movie server:
The Terra movie server will begin content restoration automatically. Restoration will continue until either all movies and extras are restored, or space restrictions force the process to pause.  

This process will download movies to any Terra movie server in the system with available disk space.  If the process is paused, replacing the failed hard drive or deleting existing movies and extras will allow restoration to resume. 

 
Can automatic restoration be paused? 

Pausing your downloads will also pause restoration. Restoration will also respect your download schedule. 
 
What is the process for ordering a replacement hard drive or player? 

Contact an authorized Kaleidescape dealer or contact Kaleidescape support for a replacement hard drive or player. Hard drives and players under warranty will be replaced free of charge. 
 

How can a movie with content missing due to hard drive failure be restored sooner? 
Restoration proceeds automatically when there are no downloads and downloads are not paused. To adjust the order of movies being restored or select a movie to be restored sooner, visit
https://kaleidescape.com/restore.
 
Will Kaleidescape send a notification when the restoration is complete? 

Kaleidescape sends a mobile notification (to customer) and an email (to dealer and customer) when the restoration completes. The Kaleidescape app for iOS and Android can also be used to monitor the restoration progress. 
 

Can a failed hard drive be replaced with a non-Kaleidescape hard drive? 
No, Kaleidescape movie servers will not recognize a non-Kaleidescape hard drive. The onscreen and browser interface will indicate when an unrecognized hard drive has been installed in a Kaleidescape movie server. 
 

Can automatic restoration of movies be canceled? 
Movies that are queued for restoration can be deleted from the local system (onscreen display and browser interface) and from web store downloads page. See
https://kaleidescape.com/restore.

Contact

+1 877-352-5343 Toll Free (US Only)
+1 650-625-6160
7:00am - 5:00pm PT (M - F)

support@kaleidescape.com

*Kaleidescape will be closed on the following holidays.