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Help! - Stratto S Frozen

G

Gaviour

Member
Joined
Feb 1, 2023
Messages
6
Hi,

I have a Strato S (12TB) which I purchased through these very usefull forums a couple of years ago.

I went to watch a movie tonight and it wouldn't come out of stanby using the IoS app. I. can access the Strato via the web interface and have done a software reboot and a hard reboot to no avail. The unit responds to network pings and I can view status through the web consol. I can see that it updated to kOS 26.1.2-27147 on the 23rd sept and I haven't used the player since.

I'm tech savvy, (worked in IT 30 yrs) but I don't know how to further troubleshoot kScape gear) nor how to force a kOS update to latest version/ roll back to last.

Any help appreciated, I'm in the UK so sending the unit to kscape is an exspensive option, but not out of the question...

Thanks!
 
Reach out to K support (support at kaleidescape.com). They should be able to remote into your unit and see what´s happening.
 
Also, if you would be so kind as to report back on what happened. Is your unit still under warranty? I'd assume not.

Quick question, are you able to download and delete content?
 
The unit is out of warranty.

I am able to download and delete content, it just wont come out of sleep mode.
 
There is a small pin hole on the back of the player, you insert a straightened paper clip into the pin hole, to reset the unit when it is locked up.
 
Gaviour said:
I'm tech savvy, (worked in IT 30 yrs) but I don't know how to further troubleshoot kScape gear) nor how to force a kOS update to latest version/ roll back to last.
Click to expand...
kOS 26.1.2-27147 is the latest version of kOS. There is no mechanism for rolling back to previous versions of kOS.

Ripley28 said:
There is a small pin hole on the back of the player, you insert a straightened paper clip into the pin hole, to reset the unit when it is locked up.
Click to expand...
This is not correct. Pressing the pinhole reset button simpy resets the network configuration back to DHCP (and resets video configuration settings on Alto and Cinema One 2nd Gen players).

If you are able to access the browser interface and download movies, then kOS is running on the Strato S. If the Strato's front panel is lit -- assuming you haven't set the panel brightness to "0" -- then it isn't in standby and a lack of picture would likely indicate an HDMI problem. Try loading the Video Capabilities troubleshooter in the browser interface (Component -> Settings -> Show video capabilities and status in the popup window). This will show if your system has any issue with your HDMI chain.

You mention that the iOS app won't take the Strato S out of standby. Have you tried any other remote? This could actually be an issue with the iOS app being unable to connect to the player (perhaps by an iOS network permission setting). So the first step would be to determine if plain IR remote works. If so, the issue is network and/or mobile app related.
 
Resolved... yes, but not quite.

I followed John's advice and checked the status of the hdmi connection, which turned out to be not connected! so I reseated all cables rebooted and tried again I still don't have the front control panel lighting, But I do have the capability to play movies which is I guess the aim of the game it'd be nice to get the emblem lit up again i've tried resetting it might come back in time who knows. all I can assume is one of our furry friends has managed to get behind the unit and dislodged a few cables!

It might have been coming out of standby all along (without the front lighting - which usually comes on), but without HDMI connected Who knows.

I haven't gone as far as resetting the machine using the button back as I want to give it time and see what happens to the front panel lights don't really want to go through the hassle of resetting the machine, re downloading movies etc...


Thanks for all the help, turned out not to be as exspensive as I first thought.
 
Gaviour said:
It might have been coming out of standby all along (without the front lighting - which usually comes on), but without HDMI connected Who knows.
Click to expand...
Have you verified that the panel brightness setting hasn't been set to "Off"?
1790773948968.png

Gaviour said:
I haven't gone as far as resetting the machine using the button back as I want to give it time and see what happens to the front panel lights don't really want to go through the hassle of resetting the machine, re downloading movies etc...
Click to expand...
Let me reiterate what I posted in my original response above:
Pressing the pinhole reset button is not going to do any good for your particular issue. All it does is reset the Strato's network settings back to DHCP.
 
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