Strato V black screen and audio cutout issues

[StanfieldNC]

I have wondered since the one movie i had multiple issues with (whacked out colors and audio drop out) was with Twisters. Could all this be a problem with the files themselves and not the devices? But then again, I am not able to reliably reproduce the issues with Twisters.

I watched Twisters in the theater at Regal Cinemas 4DX and can confirm no audio dropouts at the theater .

Seriously though, I'm sure you've posted, but if you have. Where have you recreated the issues? I'll purchase it and test on my TV and my PJ.
My setups:
Strato V > Marantz SR8015 > Sony XW6000es

And

Strato V > LG G3 77" > earc > Sonos Arc soundbar

P.S. Sonos has their own problems they're dealing with and have been taking it in the mouth.

 

[rafaelsmith]

I watched Twisters in the theater at Regal Cinemas 4DX and can confirm no audio dropouts at the theater .

Seriously though, I'm sure you've posted, but if you have. Where have you recreated the issues? I'll purchase it and test on my TV and my PJ.
My setups:
Strato V > Marantz SR8015 > Sony XW6000es

And

Strato V > LG G3 77" > earc > Sonos Arc soundbar

P.S. Sonos has their own problems they're dealing with and have been taking it in the mouth.

Thats just it, while Twisters was a movie where I encountered a few issues...I have not been able to reproduce it....both issues (funky colors and audio dropout) happened in the same movie session...but after trying over and over with the same scenes never happened again. This was the HDR10 version as I avoid DV versions of movies.

Don't get me started on on Sonos....they really screwed the pooch with the APP...they are in serious need of management/leadership change.

 

[Gallo24]

Thats just it, while Twisters was a movie where I encountered a few issues...I have not been able to reproduce it....both issues (funky colors and audio dropout) happened in the same movie session...but after trying over and over with the same scenes never happened again. This was the HDR10 version as I avoid DV versions of movies.

Don't get me started on on Sonos....they really screwed the pooch with the APP...they are in serious need of management/leadership change.

This is the same issue that I’m experiencing and I can’t replicate it in the same time stamp however if I watch the movie these drop outs will happen

 

[Packers]

The new FW fixed my occasional black screen issue I was having. I no longer need to set 4K Ultra HD support to 13.5Gbps. With the new FW, my Samsung S95C immediately recognized it as a 4K HDR blu ray player, when prior it never could determine what it was, and I had to set it up manually. Now when exiting movies, etc, the screen no longer go black forcing me to power off and on the V.

 

[Broncowrangler]

Just waiting for the upcoming F/W which is supposed to address these issues, like @MikeKobb was alluding to. Hopefully this would resolve all issues/bugs permanently. No point changing cables or messing with anything else.

 

[J.Green]

Just waiting for the upcoming F/W which is supposed to address these issues, like @MikeKobb was alluding to. Hopefully this would resolve all issues/bugs permanently. No point changing cables or messing with anything else.

To reset expectations and to be perfectly clear, the kOS update that is currently in the process of rolling out (10.19.0-25343) does not include fixes for the audio or video drops and colour issues you are all reporting on this thread nor did Mike allude to these fixes being in this release. The kOS 10.19.0 release includes fixes for the excessive sharpening of video and improves the blurry cover art images that were being displayed when the Strato V is in CinemaScape mode.

We are working on determining the cause of the audio and video drop issues in Engineering as our highest priority. Please rest assured that we are not ignoring the problem.

 

[Gallo24]

To reset expectations and to be perfectly clear, the kOS update that is currently in the process of rolling out (10.19.0-25343) does not include fixes for the audio or video drops and colour issues you are all reporting on this thread nor did Mike allude to these fixes being in this release. The kOS 10.19.0 includes fixes for the excessive sharpening of video and improves the blurry cover art images that were being displayed when the Strato V is in CinemaScape mode.

We are working determining the cause of the audio and video drop issues in Engineering as our highest priority. Please rest assured that we are not ignoring the problem.

Thank you for the transparency

 

[Broncowrangler]

To reset expectations and to be perfectly clear, the kOS update that is currently in the process of rolling out (10.19.0-25343) does not include fixes for the audio or video drops and colour issues you are all reporting on this thread nor did Mike allude to these fixes being in this release. The kOS 10.19.0 release includes fixes for the excessive sharpening of video and improves the blurry cover art images that were being displayed when the Strato V is in CinemaScape mode.

We are working on determining the cause of the audio and video drop issues in Engineering as our highest priority. Please rest assured that we are not ignoring the problem.

I probably misinterpreted that message. For that I do apologize.

This is the message I was referring to. Pg 12 post #221

Let me just reiterate: if you have a reproducible issue, please report it to support@kaleidescape.com. Include the version of the movie (Dolby Vision, HDR10, etc.) and the time index at which the issue occurs. Feel free to post about it here, but unless John or I happen to see it and follow up out of band with the engineering team, they may be lost.

If you have an issue like the one described with House of the Dragon, please report that as well.

There are two releases currently in the pipeline for Strato V. The first one was already in progress when the player launched and it will have fixes for some of the issues mentioned (such as the bright line described above), but since the audio drop investigation and HDMI interop investigation are still underway I expect that the second release will be the first opportunity to address those.

I can't give release timing at this point, but I would characterize them as "really soon" and "pretty soon". They are being actively worked on but they do take time.

 

[J.Green]

I probably misinterpreted that message. For that I do apologize.

This is the message I was referring to. Pg 12 post #221

Fair enough. Mike's statement in the post you quoted is accurate:
The fix for the bright line (and other video sharpening issues) is in this release (10.19.0) which is in the process of our staged rollout now.
The HDMI interop and audio issues are still being worked on internally and could only be in the next release at the earliest.

 

[Broncowrangler]

Fair enough. Mike's statement in the post you quoted is accurate:
The fix for the bright line (and other video sharpening issues) is in this release (10.19.0) which is in the process of our staged rollout now.
The HDMI interop and audio issues are still being worked on internally and could only be in the next release at the earliest.

Understood. Just to reiterate, I was not referring to the current (10.19.0 F/w) which I (and many others) received last week, and i believe is still rolling out.

I was referring to the future/upcoming release which is still being worked on.

Thanks again for all your support through all this.

 

[Aburguy]

It could also be attributed to atmos. I have had a couple of stutters with atmos tracks on non DV titles.

Okay that’s a really interesting point. So this weekend I watched Mission Impossible 1-6. I only had issues with 5 and 6, and I think only 5 and 6 had Atmos.

 

[lujan]

Have you tried just "enhanced" since there is no 8k content. Worth a shot.

This setting applies globally and I do have an 8K device, so I wouldn't change that.

 

[MikeKobb]

Howdy folks,

Just to follow up on what John posted, I want to be clear here that Kaleidescape engineering is very well aware that there are some interoperability issues with certain other products and/or combinations of products. As John said, this is being worked on actively at very high priority.

As Jim noted, it seems like somebody on the support team was confused by contradictory information on the Denon site related to Dolby Vision support, but that is a simple mistake and not an effort to "pass the buck" as somebody said.

I'd like to be clear about something though: assuming that the receiver is indeed sending the Dolby Vision signal through and the TV is interpreting it, what exactly is the concern with the receiver's OSD not showing Dolby Vision? It's obviously not right, but it doesn't affect watching the movie, right? Certainly, the pink issue would also be pretty annoying, but again, this is not happening while watching the movie, correct?

Finally, I'd like to address the excessive dropouts that somebody had with Mission Impossible. This is not normal or expected, even with the current interop issues we're aware of. Something else is clearly wrong here, and it needs to be investigated via the support team, who will probably escalate it to engineering to do some digging in the uploaded diagnostics for that system.

 

[lujan]

I have same exact problem with Denon 4700. Also when you try to open the AVR setting page, TV screen goes black. However, TV does detect DV and seems to process the movie correctly.

I just completed a bunch of troubleshooting with Denon. I was lucky enough to get a very good agent. We tried various setting changes such as HDCP from Auto to 2.3. The only thing that seemed to work was when we connected the Strato V to the 8K port of the Denon. We got the Denon to indicate Dolby Vision for HDR on this port when playing DV content. Trouble is that I already have an 8K device connected to this port so I couldn’t leave the Strato there. Would not work on other ports.

 

[Broncowrangler]

I just completed a bunch of troubleshooting with Denon. I was lucky enough to get a very good agent. We tried various setting changes such as HDCP from Auto to 2.3. The only thing that seemed to work was when we connected the Strato V to the 8K port of the Denon. We got the Denon to indicate Dolby Vision for HDR on this port when playing DV content. Trouble is that I already have an 8K device connected to this port so I couldn’t leave the Strato there. Would not work on other ports.

You can get an HDMI splitter, so you could use both devices.

 

[Broncowrangler]

I might have to try “8k enhanced” as well like @lujan and see if anything changes. Fortunately all my ports support 8k. It is currently set to “enhanced” and not “8k enhanced” since I don’t have any 8k media/ requirements.

 

[lujan]

You can get an HDMI splitter, so you could use both devices.

I have an HD Fury Vrroom (which supports 8K) but when I connected the Strato V to this device I just got a blank screen when viewing the Strato. I thought this might just bring on a new set of problems. As Mike said above, the TV is recognizing the Dolby Vision, so it may be better to wait to see if Kaleidescape fixes it with an update.

 

[lujan]

For those of you who have a Denon AVR, try changing the "Video/HDCP Setup" from "Auto" to "2.3". It seems like this is working for me now. I'll have to continue testing to make sure, but it's looking good with this setting. I also have the Strato "High Dynamic Range Format" setting set to "Prefer Dolby Vision Low Latency". These two settings seem to fix it, at least I'm hoping.

 

[lujan]

For those of you who have a Denon AVR, try changing the "Video/HDCP Setup" from "Auto" to "2.3". It seems like this is working for me now. I'll have to continue testing to make sure, but it's looking good with this setting. I also have the Strato "High Dynamic Range Format" setting set to "Prefer Dolby Vision Low Latency". These two settings seem to fix it, at least I'm hoping.

Never mind, just tried it again and it's now not indicating Dolby Vision on Denon. Was working earlier so it seems to be quite sporadic.

 

[shak]

I just completed a bunch of troubleshooting with Denon. I was lucky enough to get a very good agent. We tried various setting changes such as HDCP from Auto to 2.3. The only thing that seemed to work was when we connected the Strato V to the 8K port of the Denon. We got the Denon to indicate Dolby Vision for HDR on this port when playing DV content. Trouble is that I already have an 8K device connected to this port so I couldn’t leave the Strato there. Would not work on other ports.

This works for me as well!