What to do if my server is unresponsive:

Premiere server: 

If a server can power up (as indicated by power lights and/or fans spinning) but is unresponsive on the network, investigation is required. The symptoms should be determined, e.g. are the disk drives illuminated or not, if they are illuminated – are the disk drives lit with a blue or amber light, does the ethernet port have link or activity lights, is there a link light on the network switch/router? 

The easiest way to troubleshoot this is by testing the disk drive set from this suspect server with a known working chassis. If the server boots properly – then the cause is not the disk set.  You can also test a working drive set with this chassis – that will also determine if there is an issue with the chassis. 

Warnings:  

• The IP address will follow the drive set. 

• Drives must not be mixed between disk sets; this will not work and will break a disk set.  However, a complete disk set can be moved from one server to another empty server for testing. Moving the drives must be done with the power off. 

If the chassis is confirmed failed, please check “What are the options for my failed server?“ article for more information. 

If the disk set has failed, it will need to be replaced with a bootable disk set and additional storage disks as desired. The KSERVER-5000 also requires an additional drive which is the ‘hot spare’ drive) 

For KSERVER-1500/1550 and KSERVER-5000 servers, your Kaleidescape dealer can order a bootable set of disk drives by sending an email to orders@Kaleidescape.com for a bootable disk set, consisting of 2 of our current size disk drives.  By installing only those 2 drives, in an empty server chassis, the server will have a storage capacity of 6TB as one of the drives will be used as a parity drive for the RAID backup. 

Note: A bootable disk set is required for a server to boot. 

If the server is not a KSERVER-1500/1550/5000, trade-up options may still be available. 

Note: the size of the drives and pricing is subject to change at any time. 

Strato component with storage: 

If the Terra server or a Strato player with storage is powering up, but is unresponsive on the network, a serial capture diagnostic file needs to be sent to support@Kaleidescape.com. The serial capture data/text file should then be sent via email to support@kaleidescape.com with the serial number of the component and a brief description. A support case will be opened for further investigation and Kaleidescape will reply.