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Need help, system isn't working anymore. Unable to communicate.

pickle28

Well-known member
⭐️⭐️PATRON⭐️⭐️
I have a Strato, Alto, Disk Vault, and Co-Star. I have only watched about 12 movies over the last few months on my new system (bought alto vault used). In the past I have been able to watch content from all sources and now nothing seems to work.

I power everything up and my movie menu is there in all it's glory. Search a title, select play movie and it appears to load and then my entire screen goes red.

Then I get this message:

"unable to communicate with the paired Strato player. Check that the State is powered on and connected to the network. If this player is no longer paired with the a Strato, press the reset button on the back to take it out of pairing mode. "

Every time this happens I have to shut everything down and reboot.

I have tried a disk from the vault, and HD download and a UHD download. I get the same result every time.

This is all still new to me and I have no idea where to even start troubleshooting.

Thanks for your help.
 

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Any changes in your network? You can send a note to support and they can take a look at the system logs. SJ
 
Try unplugging the power from the Co-Star switch and re-plugging.

John
 
I agree with both of the above comments, but curious if you ever followed the message and "reset" the player (if you did, you'd have to re-pair the components). Power cycling the switch is a good first step. Typically the process of fixing these types of problems involves power cycling components, checking cables and connections, changing switch ports on your LAN (I've encountered switch port problems in the past).

Support can also be asked to get their advice.

Jim
 
Thanks all. I’m going to try unplugging the power on the switch and then I will do the same with the components. I will update this morning.


Sent from my iPhone using Tapatalk
 
Crap didn’t work. I power cycled everything. They are all connected to the same switch my AppleTV, components, and Oppo are connected to and I have full connection with them.

About 5 minutes after the error screen, it seems to refresh and bring me back to this menu:

df10d6518637844ece591cf8b2448580.jpg


When I go to select a new movie, I hit enter on a title sometimes it’s quick but after the menu refresh it gets takes a good 2 minutes “Loading Details (Working)...”

21ca08168c6257e4ba2b8e37891abf66.jpg


Select Watch movie and back to the same error screen.


Sent from my iPhone using Tapatalk
 
May I recommend rebooting or replacing your switch? Replace the network cables as well?
Had something similar in the past and some ports of the switch I was using were defective.
 
I just connected the Strato direct with no switch would it work? I can try that too.

I'm going to try a different network switch and cables as well.

Thank you.
 
Have Kaleidescape Support look at your logs. Send them an email with the issue and include your serial numbers... I had some similar issues before and they diagnosed a network related issue.
 
I just connected the Strato direct with no switch would it work?

If both the Alto and Strato are set to a static IP address, you can connect them direct with an Ethernet cable. This isn't obviously a good long term solution (you won't have the vault), but it is a good way to bypass your network components and any in-wall network cables for testing.
 
Agree with Andy (and he would know).

Separately, I know you didn't ask, and it might just be my eyes, but if the pics you posted accurately reflect the video on your display, you might want to check color calibration. Obviously ignore this if you like the saturation levels (assuming that reflects what you are seeing there). I hope I'm not being rude!

Jim
 
Thanks for all the post. I have my projector professionally (ISF THX) calibrated and the images attached do not reflect the actual image at all lol. Looks vibrant but my son and I were playing some video games and the projector was on a different setting. Not movie setting.

I just got off the phone with Kaleidescape and resolved the issue. They were seeing a bunch of errors on their end in it turned out to be a handshake issue with my receiver. For some reason the menu work but it wouldn't play a title. Whenever you get a red screen it's a handshake issue.

I used a different HDMI port and it worked like is should.

I'm grateful for all the responses and recommendations.

Cory
 
Glad that's resolved Cory! (and thanks for clarifying the image!)

Jim
 
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