• Thanks for visiting the Kaleidescape Owners' Forum

    This forum is for the community of Kaleidescape owners, and others interested in learning about the system, equipment, services, and the company itself.

    It is run by a group of enthusiastic Kaleidescape owners and dealers purely as a service to this community.

    This board is not affiliated in any way with Kaleidescape, Inc.
    For official technical support, product information, or customer service, please visit www.kaleidescape.com

  • You are currently in "Guest" mode and not logged in with a registered account.

    The forum is free to use and most of the forum can be used by guests who are not registered....

    ... but we strongly encourage you to register for a full account. There is no cost to register for a full account.

    Benefits of registering for a full account:

    • Participate in the discussions! You must have a registered account to make posts on the forums. You will be able to start your own thread on a topic or question, or you can reply to other threads/discussions.
    • Use the "Conversation" feature (known as "private messaging" on other forums) to communicate directly with any of the other users here.
    • Access the Files area. The "resources" area of the forum contains many "Favorite Scene" and Script files that can dramatically increase the enjoyment of your Kaleidescape system. Go directly to great scenes in your favorite movies, created by other owners, and add automation to playback of your system with Scripts.
    • You won't see this annoying notice at the top of every screen!😊

    It's easy and free to register for the forum. Just click the "Register" button in the upper right corner of this page, and follow the instructions there.

Strato S Front Panel LED Not Working

edoggrc51

Member
A few months back I purchased a used (but with warranty till 2025) Strato S. This was my first dive into the Kscape world and was super excited to get started. Unit functioned perfectly until about a few weeks later (middle of May I believe) when I noticed the front panel display would not light up. I called support, they opened up ticket, and within a few days they said they would send out a replacement. They said the issue was a bad batch of LED’s. Well a few weeks go by and since I hadn’t heard from K I gave them a buzz. They said they were waiting on replacement units to arrive but they would be there shortly. Another week goes by and nothing. I tried reaching them again via phone and email for the next few days but nothing, no response. A few days after that I get a call from the dealer that originally sold the unit. I guess K reached out to him since he’s the one listed as the seller for my serial number. He basically said he’d be my point of contact for the repair. We’ll it’s been close to 3 months now and I’m still waiting. Not sure how much the dealer is doing to help but then again I can’t blame him a whole lot as I technically didn’t buy it from him anyways. The unit still plays and functions perfectly other than the light not working so maybe that’s why there’s not a ton urgency, but from a first time buyer into the K world, it’s a little unsettling. I have plans to possibly upgrade to the newer generation gear or at the very least add a Terra, however the lack of warranty support (especially at this price point) has me kind of taking a step back.
 

cinelife

Administrator
Staff member
Forum Administrator
Moderator
⭐️⭐️PATRON⭐️⭐️
Authorized Kaleidescape Dealer
Sorry to hear about your experience. I suspect this is mostly a communication issue. Like many companies in the electronics industry the last two years have been challenging when it comes to acquiring parts. Some contract suppliers to the industry have gone out of business, some have staffing issues, and almost all rely on parts that come from outside the US, so international shipping problems have further exacerbated the delays seen across the industry.

What I've found in dealing with various vendors in this industry is communication tends to be more hopeful than realistic given current circumstances. As one example, I've got 6 clients waiting for the JVC NZ series projectors, two of which have been waiting since these were announced last year. I inquire with the JVC Rep weekly (just to be the squeaky wheel), and answers started out as "should be here within a month," then moved to naming specific future months, "should be here in late February", then it became "we're expecting these first week in April," and lately it's been a more honest "I have no idea" answer. (We are back to hearing end of this month, or early September.)

I realize in most cases folks are just repeating what they are told. My point is, people get frustrated when they are given hopeful info that turns out to be wrong, but it's an unfortunate reality in the current world of electronics, be it product, or parts. I deal with a lot of manufacturers in this industry, and many vendors of their products, and Kaleidescape Support has always been the best in the industry. That's not only my opinion, that opinion is shared by many, many custom installers and K owners. I do however recognize someone waiting for support as long as you have been waiting would probably have a different opinion. I believe you were probably given information that I call "hopeful" info by well-intended folks in the info chain, that unfortunately they don't control.

Lastly, Kaleidescape products have long been considered to be of the highest quality available, and with that quality comes an operational recognition that a large Support section is not needed. It's unfortunate that the parts issues I described above have contributed to a slightly higher workload on a small Kaleidescape Support section, and that coupled with the unexpected temporary loss of their Senior support tech has been causing delays for owners and dealers in receiving support. This situation is being corrected, and support is working to be caught up as soon as possible.

As to your specific problem, I hope you get an accurate update soon, but in the meantime at least your system is still performing as expected and you can continue to watch movies of the highest quality available in the industry.:)

Jim
 

andy

Well-known member
⭐️ Premium ⭐️
I assume this was checked, but for anyone else monitoring this thread, make sure the "Front Panel Lights" setting in the browser interface (IP address of Strato) is not set to "Off"?

Andy
 

cinelife

Administrator
Staff member
Forum Administrator
Moderator
⭐️⭐️PATRON⭐️⭐️
Authorized Kaleidescape Dealer
@andy, I made the assumption it was based on his direct contact with Support, but always good advice and the first thing to be checked.

Jim
 

edoggrc51

Member
Thanks for the advice guys. I did check the settings on the lights and verified it was correct. Also checked it an additional time when I was on the phone with K support. For me personally it was the way I was “handed off” to the dealer that I didn’t think was very cool. The communication just stopped, then a few weeks later I get a call from a random dealer. Just wasn’t expecting that from K. Heck even the dealer was surprised by the whole situation. Currently I have no clue where I stand with the repair. It’s been about a month or so now and the answer I get from the dealer is, “let me check with Support for an update.” :(
 

xxgenericsnxx

Active member
Funnily enough I had all three of my Strato C (all purchased at the same time) and all three front lights failed at the same time. After various troubleshooting the only solution support came to was to swap out all units. I wonder what happened and if other people have this issue as well. It’s odd they all failed at the same time which suggests some sort of software thing to me.
 

edoggrc51

Member
They told me the same thing. Unit has to be replaced. They attributed to a bad batch of LED’s that was used. At least that was the info that was communicated to me.
 

Surge

Active member
Electronic component supply - especially LEDs and small microprocessors - is still affected by Covid, and now the war in Ukraine. A small buyer like Kaleidescape is probably looking at 12+ month lead-times for new orders. I know first-hand, since I run a company that orders similar components.
If the unit is working fine, who cares? Sure, get it fixed one day, but this is far from urgent. I actually have the front lights set to auto turn-off, to keep the room darker.
I wonder if the supplied power supply is to blame — it‘s absolute garbage and should be replaced (I have posted about this when I first got my unit). You’ll also enjoy better A/V quality.
 

edoggrc51

Member
If the unit is working fine, who cares? Sure, get it fixed one day, but this is far from urgent.
It's not so much about the light not working, its more about the lack of support/communication that worries me. To not return calls or emails and to just pawn me off to a dealer is not acceptable.
 

Surge

Active member
It's not so much about the light not working, its more about the lack of support/communication that worries me. To not return calls or emails and to just pawn me off to a dealer is not acceptable.
Agree - I also much prefer to deal directly with the company. Dealers I find are your best friend until the device is paid for and ships, after that they *mysteriously* don’t get back to you for days/weeks/months. I don’t really blame them - they are there to sell us stuff. After sales service/support is a pain that doesn’t earn them any more money.
 

cinelife

Administrator
Staff member
Forum Administrator
Moderator
⭐️⭐️PATRON⭐️⭐️
Authorized Kaleidescape Dealer
Agree - I also much prefer to deal directly with the company. Dealers I find are your best friend until the device is paid for and ships, after that they *mysteriously* don’t get back to you for days/weeks/months. I don’t really blame them - they are there to sell us stuff. After sales service/support is a pain that doesn’t earn them any more money.

Speaking only for myself, I certainly don't feel that way, and I know for certain K doesn't feel that way. I'm not, however, arguing with your general comment because I know it's accurate when it comes to some dealers, I've had to help some of those owners over the years.

@edoggrc51, the reason K refers owners to dealers is because of the way Support is setup. A "Case" is created for all support issues. The Case is supposed to originate from the dealer, but K Support also creates the Case if the owner bypassed their dealer (or doesn't have a dealer), and contacted Support directly. We dealers have a section for Support cases on our Dealer Extranet, it is in this section that we keep up with any pending or unresolved Cases. We can provide client updates to Support, and they respond to keep us informed of the Case status. Support is not trying to "pawn you off," the system works better when dealers are involved, BUT, that does assume the dealer is doing their part in the process.

To better illustrate why some Cases may take longer to resolve (separate from the current parts supply issues), I'm sharing the following priority levels that dealers are supposed to use when starting a Case. K Support responds as fast as possible to all Cases, but uses these priority levels to address reported problems.
  • Priority 1
    Affects integrity of imported movies; Limited time to resolve
  • Priority 2
    No Movies may be played back or imported
  • Priority 3
    System is functioning; Some features are not available
  • Priority 4
    System is functioning normally; Questions re: performance, config, or use
All of that said, I do agree that communicating with owners regarding any issues they are experiencing is important to providing proper support.

Jim
 

Kostas

Well-known member
⭐️⭐️PATRON⭐️⭐️
On my side and despite the absences and well deserved vacations, I can only praise the quick reaction when my brand new Terra's 72TB mother board failed. Despite the absences, the replacement chassis shipped as soon I confirmed that everything I was asked to try didn't work. André Floyd took care personally indicating that employees from other departments stepped in to help. Great support in my case as always since 2012 when I became a K customer. Thank you.
 
Top