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Strato C + Terra 6 Troubleshooting

Rengozu

Well-known member
I've had this a few months now, consistently hooked up the same way with no issues until now.
I use it daily. Two days ago, I downloaded two movies and watched them without issue. The next morning when browsing the store I noticed it said my systems wasn't connected to Kaleidescape. At the time, I could still see my log and that last contact with the system was like 6am. Figured it was a glitch and didn't think much about it. Now, a day later, I can't seem to make it connect again and now I can't even get into my local network options with it.

I've tried new ethernet cords, re-set router, unplugged the Strato and Terra AC cords for 15mins each. I'm at a loss of what else to try.

Phone app - Your system cannot connect to Kaleidescape.
On screen visual - Cannot connect to your Kaleidescape server. Please verify network connections and that components are turned on.
also
- Player cannot obtain IP address. Please verify network configuration.
This part hasn't been consistent, but I've had orange lights on the front of the Strato. (Network and General icons lit occasionally)

My Cinema One still functions as usual.

Any tips?
 
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Hmm. Certainly sounds like a network problem. Are the Kaleidescape components wired directly to the router, or is there an Ethernet switch somewhere in the mix? If there is, you may want to power-cycle the switch, or if you have one available, try another switch.
 
Hmm. Certainly sounds like a network problem. Are the Kaleidescape components wired directly to the router, or is there an Ethernet switch somewhere in the mix? If there is, you may want to power-cycle the switch, or if you have one available, try another switch.

They're currently plugged directly into the router. Been that way since hooked up. I tried cycling with no luck. Will have to look for another router to try another time, but other devices still work with it as usual including the Cinema One.
 
Is the front panel of the Terra amber/yellow, as well as the lights on the front of the Strato?

I would suspect an issue with the Terra if not for your mentioning that the Strato C couldn't get an IP address either.
 
So I keep the front panels turned off so I can't see any special color there, nor can I really tell if the Terra is on or not. If I unplug the Terra, wait, then plug it back in, there's a little green light on the back by the network cable, but that turns off after 40-45 seconds and then I can't tell if it's even powered on anymore. No visible lights or sounds coming from it.

The Strato still shows on my display and lists the usual Addresses etc. , just the message up top that it can't connect to the K server. (IP Address, Serial Number, MAC address all filed in, just blank next to connection)
The warning lights on the Strato seem to just appear when I first plug the Terra back in, then they go away shortly after.
 
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Hmmm. That sounds like the Terra is not booting properly, then. If the Strato C is getting a proper IP address, then all the symptoms are consistent with that.

Please ask your dealer/installer to open a support case with us. There are some field troubleshooting steps that they can take to see if it can be revived, but support will need to be involved.
 
Hmmm. That sounds like the Terra is not booting properly, then. If the Strato C is getting a proper IP address, then all the symptoms are consistent with that.

Please ask your dealer/installer to open a support case with us. There are some field troubleshooting steps that they can take to see if it can be revived, but support will need to be involved.
Thanks @MikeKobb
 
I too just had a problem with my new compact terra 6TB. It started losing connection which I could initially remedy by unplugging both the server and the player.

I also replaced the network switch and cables but that didn’t help. It then started losing connection during movies and finally could never be reconnected.

My dealer came out and decided it must be the terra’s network card. It literally would NOT connect to the internet no matter what was tried. Kaleidescape agreed to replace it (less than 40 days old) but I upgraded to the 12TB figuring it might be an older assembly and not have the network card issue. Kaleidescape also graciously loaded all my movies back on as well.

The other night (5 weeks of use with the 12TB) it too began to lose connection to the internet if it was idle for a few hours. A simple unplugging would always bring it back. This initially started when i had ordered 4 movies and then would check “my-kaleidescape.local” to see how the download was progressing viewing the history tab. I have static IP addresses and thought maybe I caused a misalignment at the router. I was considering DHCP but that would screw with the Control4 so I scheduled a service visit from the dealer. But before the visit, I decided to unplug EVERYTHING on my rack—all switches/modem/router/AVP/power conditioners/etc. After 15 mins i restarted and now the terra 12TB is working reliably again. So, I waived off the technician’s visit and hope that it will not reoccur. Sigh.
 
I’m glad you were able to resolve it. Three quick observations — you can use a reserved address in your DHCP server to ensure that your system consistently gets the same IP address, if you need to do that. Second, I don’t think there’s any reason to need a fixed address for the server for Control4 purposes. Third, our latest driver supports Control4’s device discovery protocol (as do our Strato players now), so if you’re using that driver, the Control4 should be able to find your player even if your IP address changes.

Anyway, that’s all peripheral to your issue, but since you mentioned being reluctant to use DHCP, I just wanted to chime in with that info.
 
Kaleidescape agreed to replace it (less than 40 days old) but I upgraded to the 12TB figuring it might be an older assembly and not have the network card issue. Kaleidescape also graciously loaded all my movies back on as well.

Sounds similar to what I'm dealing with. Just over 4 months for me, but if I'm given the option to upgrade it might not be so bad after all. Just horrible timing for me to have it down over Labor Day weekend.
 
My new compact terra 12TB went offline again, and i can’t get it back on line. Upon unplugging/replugging, Strato C finds internet just fine but can’t find the compact terra 12TB. I switched cables (terra to strato and vice versa) and Strato C again showed up online with its normal IP address but still no Terra. Plus Terra front panel light no longer fades in/out using its boot sequence like it used to. It just stays on steady bright. I have a dealer service call this coming Tuesday. Hmmmmmmm.
 
My new compact terra 12TB went offline again, and i can’t get it back on line. Upon unplugging/replugging, Strato C finds internet just fine but can’t find the compact terra 12TB. I switched cables (terra to strato and vice versa) and Strato C again showed up online with its normal IP address but still no Terra. Plus Terra front panel light no longer fades in/out using its boot sequence like it used to. It just stays on steady bright. I have a dealer service call this coming Tuesday. Hmmmmmmm.

Sounds like what I'm dealing with as well, so let me know how your service call goes.

The downtime wasn't so bad until I woke this morning to see several movies I was excited to get just released. Ugh, no Thor for me today. :(
 
My new compact terra 12TB went offline again, and i can’t get it back on line. Upon unplugging/replugging, Strato C finds internet just fine but can’t find the compact terra 12TB. I switched cables (terra to strato and vice versa) and Strato C again showed up online with its normal IP address but still no Terra. Plus Terra front panel light no longer fades in/out using its boot sequence like it used to. It just stays on steady bright. I have a dealer service call this coming Tuesday. Hmmmmmmm.

You're one of several that have reported the same problem. K is investigating, and will get these issues corrected ASAP based on my meeting with the CEO. As Mike has already mentioned, and as you have done, if anyone has the same problem contact your dealer for assistance.

Jim
 
Jim. Whew, thank you for the reply.

Nice to know I’m not inadvertently causing failures.

This is my second one to go bad. They promptly replaced my first 6TB. I thought I outfoxed the problem by getting a 12TB replacement with an earlier build that might sidestep the problem I had with the 6TB. Sigh
 
I've been having a problem that might or might not be related, and in trying to diagnose it I ran into a problem that is probably easily resolved.

The main problem: my Strato C seems to go "inactive" a lot. It starts up - I can view the lights on the front - and my TV screen remains black. If I use the iPad app it seems to think the C is live, but pressing any of the buttons to display the movies just leaves the screen black.

It's been doing this since I bought the unit earlier this year, but frankly I haven't had a lot of time to use it due to some family health problems that kept me at the hospital a lot from May to July.

Usually if I hit the display option to list all the movies, multiple times, the list will eventually come up. Then when I select the a movie and "Play..." the screen goes black again (presumably for a mode change and handshaking), at which time it may or may not show the movie. Sometimes I have to go back to the movie list multiple times and Play again, before eventually receiving a message that some error has cleared and the movie plays.

I've tried restarting the Strato, I've tried changing the HDMI cable, and I've tried powering off all my devices and restarting after about 10 minutes. The problem continues.

Except... now the HDMI cable I have in there doesn't seem to be delivering Audio. When I go to my-kaleidescape (I'm writing this from memory; it may not be exactly that) and look at the details, it shows Audio going over the toslink port, but I don't have a cable connected there.

I don't know if all this is a problem doing the HDMI handshakes or not, but any suggestions on how to proceed with the main problem *or* passing audio over the video HDMI connection would be welcome.
 
I am asking this question on behalf of my son who is not a member of the forum yet. He has experienced blackouts of the picture in the middle of a movie for a few seconds and then it is back again. What could this be due to?
 
Usually an issue like that points to some kind of HDMI disruption. Depending upon the signal path from the player to the display, this could be an issue with a cable, or sometimes a finicky intermediate component like a receiver/processor, switch, matrix, etc. Do you happen to know what the signal path looks like from the player to the display, and what components/cables are in that path?
 
If it was me, I’d make sure there were no issues when no other devices are in the HDMI path except for the Strato, a known working HDMI cable, and the display.

Assuming that simple configuration works, than start adding components back to the path until you find what is breaking things.

Good luck,
Andy


Sent from my iPhone using Tapatalk
 
Have my replacement all set up and just wanted to say my dealer and K was great in getting me a replacement. Everything working well again.

I had said my old one just died one day with no signs of anything wrong, but one thing I hadn't thought about until I started using the new one was that my original didn't scramble the movies around anymore when you left the cursor on it for too long. You could still hit the button and do it manually, but it wouldn't on its own for the last month or so I used it.
Don't know if that could've been a sign I missed.
 
That's actually a preference setting, so I'm guessing that setting got changed, either on purpose or possibly by accident.

Glad to hear that you've gotten everything working well again!
 
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