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  #1  
Old Jan 8th, 2010
Steven Steven is offline
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Location: Mountain Home, Arkansas
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Default How Do You Report Import Issues to Kscape?

Hi,

I've seen some specific import issues directly addressed on this board, which has been very helpful. However, my searches haven't found the general instructions for reporting various issues to Kaleidescape (and I certainly could have missed something). I've had several issues:

1. Disk just will not import - I've had DVDs that, when I put them in my tray, are not recognized at all. Not a recognition error, they just don't do anything. As I understand, the only thing to do is to fill out the form with Kscape and send it to them to 'fix.'

2. Disk imports but nothing is recognized - This is my most frequent experience. The material seems to import and play, but there is not any information recognized. From here there are two options, and I'm not sure what to do, but it relates to the UPC.

A. I have the UPC - I input it where it asks. Now from here, does Kscape know that I have imported a DVD and will now use the UPC to get the correct data in? Or do I still need to report it to them?

B. I don't have a UPC - Is my only option here to fill out the form with Kscape and send the disk(s) to them to put into the system?

3. Disk imports with some information but not all - Seems like it will sometimes have title but no cover art or track info, summary data, etc. Should I leave this be, since it is in the database (expecting the missing information to appear at some point), or should I report an issue?

I have found with my home movies that it really is pretty easy to compile the information. But for a mainstream or fairly mainstream piece of media, I just wonder if I should be reporting issues or trying to fix them on my own, by uploading my own cover art, etc.

Does any of this rambling make sense?

Thanks, Steven
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  #2  
Old Jan 9th, 2010
cinelife cinelife is offline
 
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Location: Florida, Indiana, California, Honolulu
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Quote:
Originally Posted by Steven View Post
Hi,

I've seen some specific import issues directly addressed on this board, which has been very helpful. However, my searches haven't found the general instructions for reporting various issues to Kaleidescape (and I certainly could have missed something). I've had several issues:

1. Disk just will not import - I've had DVDs that, when I put them in my tray, are not recognized at all. Not a recognition error, they just don't do anything. As I understand, the only thing to do is to fill out the form with Kscape and send it to them to 'fix.'

You can report this to K by sending an email to support@kaleidescape.com (I usually indicate it is just an FYI and does not require a response because K support works hard, and shouldn't have to stop an answer an email just to say "got it, thanks.") They will make sure the correct person gets the word.

2. Disk imports but nothing is recognized - This is my most frequent experience. The material seems to import and play, but there is not any information recognized. From here there are two options, and I'm not sure what to do, but it relates to the UPC.

When that happens you will normally see an "Enter Details" box show up in the right side column of the "Import" screen (Web User Home Page). Click on that and enter the UPC from the DVD/CD case (including the small numbers at the beginning and end of the UPC) and select "OK". The UPC is sent to K and they will eventually get it into the system, you do not have to do anything else.

A. I have the UPC - I input it where it asks. Now from here, does Kscape know that I have imported a DVD and will now use the UPC to get the correct data in? Or do I still need to report it to them?

See last comment.

B. I don't have a UPC - Is my only option here to fill out the form with Kscape and send the disk(s) to them to put into the system?

Yes (send to K), or put in your own coverart (more work, and enter the movie details yourself (using the same Edit Movie page used for entering UPC. Use the "Enter Movie Details" tab at the bottom of the page)

3. Disk imports with some information but not all - Seems like it will sometimes have title but no cover art or track info, summary data, etc. Should I leave this be, since it is in the database (expecting the missing information to appear at some point), or should I report an issue?

Report to K, (preferably send K the disk).

I have found with my home movies that it really is pretty easy to compile the information. But for a mainstream or fairly mainstream piece of media, I just wonder if I should be reporting issues or trying to fix them on my own, by uploading my own cover art, etc.

Best to send difficult disks to K, but you can always try doing it yourself.

Also, just in case you didn't know, on most of these pages there are small colored "?" (question marks) in the upper left corner that when clicked on provide more guidance for using the selected function.


Does any of this rambling make sense?

No not at all!! (Kidding!) This is why the forum is here.

Thanks, Steven
No worries, have fun!!

Jim
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  #3  
Old Jan 9th, 2010
TomBarnett TomBarnett is offline
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Location: Montvale, NJ
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Hello Steven,

1. If a disc will not import, you should write movieguide-data@kaleidescape.com .

2 and 3. If a disc imports, but is missing some or all of the information, you can either enter the UPC or loan us the disc.

Kaleidescape cannot supply the same level of service available through our loan program with only the UPC. When you loan Kaleidescape your unrecognized discs, we add the information into the Movie and Music Guide databases for you. The DVDs and CDs you loan us are processed for high resolution cover art, aspect ratio information, bookmarks, and detailed information. Kaleidescape will cover the cost of shipping your discs to and from one of our processing facilities.

You can learn more at http://www.kaleidescape.com/loan .

Best regards,
Tom Barnett
Kaleidescape, Inc.
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  #4  
Old Jan 9th, 2010
cinelife cinelife is offline
 
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Thanks for commenting Tom.


Jim
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  #5  
Old Jan 13th, 2010
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josh josh is offline
 
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great info, in fact we should have had it posted here clearly a long time ago.
I'll make this note "sticky" so it's easy to find the info.
--josh
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Last edited by josh; Jan 15th, 2010 at 11:49 PM.
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  #6  
Old Jan 14th, 2010
Steven Steven is offline
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All,

Thank you for the information. Tom, I appreciate the help from Kaleidescape and will certainly take advantage of that procedure.

Thanks, Steven
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  #7  
Old Jan 15th, 2010
JerryL JerryL is offline
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Good idea to make this a sticky. Good info fellas.
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Jerry
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  #8  
Old Jun 26th, 2011
kojo55 kojo55 is offline
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Posts: 18
Default Cannot play movie

After importing my movie, i got this error message:
CANNOT PLAY MOVIE
This Movie is in a format that is not supported by this display.

What can be done? Not the first time it happen.

Thank You
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  #9  
Old Jun 26th, 2011
JerryL JerryL is offline
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What is the hardware? And what region do you live in and is it the same region the disc you imported is from? (eg did you import a PAL DVD and youre trying to play it back on NTSC?) Could it be an HDMI error?
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  #10  
Old Jun 26th, 2011
kojo55 kojo55 is offline
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I have a Cinema One.

I live in US but i have couple Region 2 DVD. I change the seting to Zone 2 to import all my region 2 dvds.

Dvds are PAL. I am just trying to play it from the cinema one after that. Nothinf to do with the HDMI as it works with all Zone 1 DVD.

Thank You
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