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Strato V black screen and audio cutout issues

steelman1991 said:
Similar experience here. Got update last night and demoed 4 movies on a Strato S and V. Both set-ups exhibit audio drops. I haven’t had any for a long, long time suddenly I’m getting them regularly. These were all on SDR versions of the following movies

The Amazing Spider-Man
The Amazing Spider-Man 2
Ambulance
Avatar

Clearly something has changed with this update.
Click to expand...
Shall we email Kscape support as something has clearly gone wrong here?
 
Gallo24 said:
Watched the new Mission Impossible last night and had an audio drop out. Running the new software also.
I know that it’s been discussed but has anyone had luck using a different certified HDMI cable in replacement of the THX one provided?
Click to expand...
I haven’t used the included cable at all.
 
Gallo24 said:
Watched the new Mission Impossible last night and had an audio drop out. Running the new software also.
I know that it’s been discussed but has anyone had luck using a different certified HDMI cable in replacement of the THX one provided?
Click to expand...
I do not have the latest software update yet but currently I still get the occasional dropout...I only use HDR10 versions of movies...so do not think its a DV thing.

I have tried the included cable...swapped all my cables....switched to new 2.1 cables from Infinite Cables | Your Online Source for Connectivity Solutions which is currently what all my cables in the chain are. I do not think its a cable thing. At this point...over a year in...only answer is its a hardware bug..unfortunately.

My cain is about as simple as can get....Strato V -> Marantz AVR -> Projector....nothing fancy like video processor.

I would be curious if folks with E or M are having the issue.
 
Gallo24 said:
Watched the new Mission Impossible last night and had an audio drop out. Running the new software also.
I know that it’s been discussed but has anyone had luck using a different certified HDMI cable in replacement of the THX one provided?
Click to expand...
Watched MI Final Reckoning with Strato C and no dropouts. HOWEVER, I just watched with Strato V DV and there are in fact audio cut outs. One at approximately the 1.19.47 mark. And it’s replicable. See photo below for more exact location.

UPDATE: I replayed the scene on the V hours later by starting the movie from scratch, and it did not recur. So, it was able to replicate it several times on my on first view as I replayed repeatedly the frames on the V, but it did not occur later when I started the movie over again. This just makes it even more difficult to diagnose.
 

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Nick Beecham said:
Shall we email Kscape support as something has clearly gone wrong here?
Click to expand...
Please do. The only way we can investigate issues people are having is if we know about them, and specifically if we can check your system's logs.

The most helpful thing is, if you experience an audio drop, press a key on the remote five or six times in succession. We used to recommend the '5' key on the remotes that had numbers. On the new remotes that don't have the number keys, you can use the Select key (the round one in the middle).

Then send support@kaleidescape.com an email, let them know you had an audio drop on such-and-such date at such-and-such time, and that you marked it by pressing <some button> a few times. That will allow the engineer who investigates the system logs to locate the correct time frame in the log files.
 
MikeKobb said:
Please do. The only way we can investigate issues people are having is if we know about them, and specifically if we can check your system's logs.

The most helpful thing is, if you experience an audio drop, press a key on the remote five or six times in succession. We used to recommend the '5' key on the remotes that had numbers. On the new remotes that don't have the number keys, you can use the Select key (the round one in the middle).

Then send support@kaleidescape.com an email, let them know you had an audio drop on such-and-such date at such-and-such time, and that you marked it by pressing <some button> a few times. That will allow the engineer who investigates the system logs to locate the correct time frame in the log files.
Click to expand...
Many thanks Mike
 
Actually, I was reminded that we made a change recently and the center button on the new remotes now toggles between Play and Pause. That's not a good way to mark something in the log and it will disrupt your movie playback.

During playback, the search button just displays a message in the corner of the screen saying that search is only available by browsing movies. So that won't cause playback disruptions, and that message is easy to find in the logs too. So I'd suggest using that one. Press it a few times just to ensure there's no ambiguity.
 
MikeKobb said:
Actually, I was reminded that we made a change recently and the center button on the new remotes now toggles between Play and Pause. That's not a good way to mark something in the log and it will disrupt your movie playback.

During playback, the search button just displays a message in the corner of the screen saying that search is only available by browsing movies. So that won't cause playback disruptions, and that message is easy to find in the logs too. So I'd suggest using that one. Press it a few times just to ensure there's no ambiguity.
Click to expand...
Many thanks Mike. However, since the most recent issue is clearly a fault with the latest firmware update, surely the particular film being watched or place in the film where it happened makes no difference. Does that sound right?
 
Nick Beecham said:
Many thanks Mike. However, since the most recent issue is clearly a fault with the latest firmware update, surely the particular film being watched or place in the film where it happened makes no difference. Does that sound right?
Click to expand...
No, it absolutely makes a difference. If there’s some sort of regression that’s causing dropouts, there may be valuable information to help us identify it stored in the diagnostic logs. So having as much information as possible about exactly what and when it happened is the best way for us to get to the bottom of it.
 
MikeKobb said:
No, it absolutely makes a difference. If there’s some sort of regression that’s causing dropouts, there may be valuable information to help us identify it stored in the diagnostic logs. So having as much information as possible about exactly what and when it happened is the best way for us to get to the bottom of it.
Click to expand...
OK -thanks. I will do this, then.
 
Had a brief audio dropout near the end of F1 with the latest firmware installed. Couldn’t repeat it and didn’t have a chance to flag via remote for support to investigate.
 
Perhaps a dumb question, but how best to flag without a Kremote? (Am using a Control4 SR260)
 
Langers said:
it does. i thought it might be KRemote specific because of the IR or something. Thanks!
Click to expand...
When I was having some issues, actually programmed one of the custom buttons to send out numbers with a pause in between. Just another option, but hitting 5 (or whatever number) several times works just as well
 
Ok first film since the latest firmware update, Mad Max Furiosa, DV and atmos, no audio drops, I was starting to think it might be a DV + atmos thing but it was absolutely fine. I also considered whether it was maybe corrupted downloads since some films were on the drive for longer than others but this one has been on there for 5 months so it’s still not clear why it has been happening on my system but let’s see how it goes.
 
While the frequency is less now I still get the occasional drop-out. I have done enough testing to be confident that it is not title related...seen it with both DV and HDR10 movies. I have seen it not happen watching the same movies twice then on the 3rd time it would happen at some random point....not repeatable of course. It has to be hardware, chipset, temp or something like that.
 
rafaelsmith said:
While the frequency is less now I still get the occasional drop-out. I have done enough testing to be confident that it is not title related...seen it with both DV and HDR10 movies. I have seen it not happen watching the same movies twice then on the 3rd time it would happen at some random point....not repeatable of course. It has to be hardware, chipset, temp or something like that.
Click to expand...
Yep, just seems random at this point, I can’t believe mine is temperature related because the server room has aircon, the rack has temperature controlled fans and never gets higher than 36C at the top where it’s hottest, the bottom I’ve never seen above 30C and the V is lower down well away from the amp and processor at the top (the two hottest things). Just one drop is too many as far as I’m concerned, especially when nothing else does it and given not everyone has the issue there must be some explanation!
 
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