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Kaleidescape Won’t Connect to Network

Just to double-check: Do you mean that the threads are okay, but the Phillips heads are stripped out?
 
Blackdevil77 said:
I emailed Kscape support, just waiting for a reply
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Did you get a solution from K support of this issue? I bought my system new from K in October and I've had the same issue at least 5 times (recently yesterday morning). "Your system can not connect to Kaleidescape". Each time I have to unplug, wait, then plug it back in. It then connects. This sounds to me like some hardware problem. I called K support and left message but never got a call back. I'm a little worried this will lead to a bigger problem down the line. I wonder if the new update that is being released will help this issue, but I'm not sure if the update is only for the Strato C player and not the terra. I have a terra 6GB.
 
leo9000 said:
Did you get a solution from K support of this issue? I bought my system new from K in October and I've had the same issue at least 5 times (recently yesterday morning). "Your system can not connect to Kaleidescape". Each time I have to unplug, wait, then plug it back in. It then connects. This sounds to me like some hardware problem. I called K support and left message but never got a call back. I'm a little worried this will lead to a bigger problem down the line. I wonder if the new update that is being released will help this issue, but I'm not sure if the update is only for the Strato C player and not the terra. I have a terra 6GB.
Click to expand...

Yes, my server has to be replaced. It was completely unresponsive to anything, including unplugging. Try emailing them or contact your dealer and they’ll help you through the problem
 
Blackdevil77 said:
Yes, my server has to be replaced. It was completely unresponsive to anything, including unplugging. Try emailing them or contact your dealer and they’ll help you through the problem
Click to expand...
Thanks for the info. I’ll try emailing them. Maybe they can run some diagnostics on the server.
 
@leo9000, when did you reach out to K Support? What is your dealer doing to help?

Jim
 
cinelife said:
@leo9000, when did you reach out to K Support? What is your dealer doing to help?

Jim
Click to expand...
I reached out by phone in mid-January. The Terra wouldn't connect after unplugging, etc. (it had happened a couple of times since I purchased it, but rebooting it would always get it to connect). I spoke with my dealer at Audio Advice and they were super helpful in getting it up and running again. It was a weekend, and they suggested calling support on Monday. I called K support and left a message, but did not get a response. Since they Terra was working fine until yesterday, I thought maybe the issue had resolved itself. I will send them an email now to see if they can check the Terra to see if there is any issues (this time by unplugging and plugging back in it connected again).
 
All understood. If that's Audio Advice in NC I hear good things about them, they have an excellent reputation in this industry so I'm sure they will assist you in getting the Terra exchanged if the problem can't be resolved. Your symptoms tend to match the experience several owners reported over the past few months, and those Terra servers were replaced by K. To be clear, you should not have to recycle power to regain a functional Terra, that's not acceptable, and certainly not K's standard when it comes to these systems. Your dealer should start a "Case" on the Extranet to move this forward if they haven't already done so, that's the correct way to get Support involved.

Sorry to hear Support did not respond, it's possible the message was dropped, it's best to get that Case started by the dealer.

Jim
 
cinelife said:
All understood. If that's Audio Advice in NC I hear good things about them, they have an excellent reputation in this industry so I'm sure they will assist you in getting the Terra exchanged if the problem can't be resolved. Your symptoms tend to match the experience several owners reported over the past few months, and those Terra servers were replaced by K. To be clear, you should not have to recycle power to regain a functional Terra, that's not acceptable, and certainly not K's standard when it comes to these systems. Your dealer should start a "Case" on the Extranet to move this forward if they haven't already done so, that's the correct way to get Support involved.

Sorry to hear Support did not respond, it's possible the message was dropped, it's best to get that Case started by the dealer.

Jim
Click to expand...
Thanks Jim! This is very helpful. I’ve now sent an email to support at K about the issue, but as you suggest I’ll give Audio Advice a call and see if they can open a case about the issue as well.
- Leo
 
leo9000 said:
Thanks Jim! This is very helpful. I’ve now sent an email to support at K about the issue, but as you suggest I’ll give Audio Advice a call and see if they can open a case about the issue as well.
- Leo
Click to expand...
A lot of us dealt with this issue with units bought last year due to faulty parts, but they've been good about replacing them when needed and all has been great for me since. Good luck!
 
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