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Strato V black screen and audio cutout issues

DieZwei said:
Did you also try to power cycle the tv or just switch inputs on the tv?
As mentioned in the our thread, i could imagine an HDMI power injector could probably help?
Click to expand...
I wonder if it has anything to do with DV especially with TVs , maybe it’s looking for a 2.1 handshake or perhaps a 2.3 handshake?
 
I fixed my issue with my Samsung S95C and the V. I manually set the OSD to 60hz instead of auto or 24hz. Works fine now. 24p movies will still be at 24p. This only affects the OSD.
 
Packers said:
I fixed my issue with my Samsung S95C and the V. I manually set the OSD to 60hz instead of auto or 24hz. Works fine now. 24p movies will still be at 24p. This only affects the OSD.
Click to expand...
Interesting..so Auto which for me is 60hz is not same as forcing 60hz?
 
rafaelsmith said:
Interesting..so Auto which for me is 60hz is not same as forcing 60hz?
Click to expand...
According to the Strato V "Configures the refresh rate the player will output while presenting the onscreen display. Adjusting the refresh rate of the onscreen display can optimize transitions between the OSD and movie playback when using a display that takes time to adapt to video mode changes."

When set to auto, the device is trying to determine the best refresh rate for your tv. When set to 60hz, there is no "guessing" what works best with the tv or projector.
 
Packers said:
According to the Strato V "Configures the refresh rate the player will output while presenting the onscreen display. Adjusting the refresh rate of the onscreen display can optimize transitions between the OSD and movie playback when using a display that takes time to adapt to video mode changes."

When set to auto, the device is trying to determine the best refresh rate for your tv. When set to 60hz, there is no "guessing" what works best with the tv or projector.
Click to expand...
Thanks. I set mine to 60 and thus far all seems good..

Hopefully this sticks since this is the best solution thus far.
 
Packers said:
I fixed my issue with my Samsung S95C and the V. I manually set the OSD to 60hz instead of auto or 24hz. Works fine now. 24p movies will still be at 24p. This only affects the OSD.
Click to expand...
Were you experiencing problems when it was at 24hz? Just wondering if i should change mine to 60hz, currently at 24.
 
@cinelife I was one of the 2 individuals who did mention Rusty as we had both been contacted by him. If you read the messages (I can exclusively speak for myself) it is more a case of apprehension (with a hint of mild irritation) rather than being critical. Imho it is quite normal to exhibit a hint of frustration over something which is currently not operating as intended/advertised.

To be fair to us, we only joined this community quite recently and this is our first time experiencing this platform. I really don’t have a clue about personnel or folks who make up the fabric of this company. With all due respect, you have had the privilege of knowing him (and others) for over 2 decades like you were alluding to.

It is slightly frustrating when something you have been looking forward to for such a long time doesn’t quite offer such a delightful experience. You don’t want to deal with a “workaround solution” for a product of this magnitude. Conversely relatively cheaper products like the appletv, shield pro, 4k players etc work flawlessly when routed through any receiver or processor. You don’t have to hook them directly to your display or neuter certain functions on the receiver, for flawless operation.

Lastly I firmly believe that just a simple one liner like “we are still working on it” or “we haven’t forgotten your case” could go a long way instill customer confidence and could help assuage some concerns. Fwiw, there has been no follow up communication since our solitary interaction over 10 days ago. I do understand and appreciate that they would be addressing this behind the scenes and probably even going about it on a war footing but just touch base with us, that’s all. At the moment all the support we are getting is through this amazing community out here.

Thanks for your post, it was quite reassuring and informative. My confidence levels in the product and company has definitely been elevated, after reading the same.
 
I, too, can vouch for Rusty and K-Scape support. I've owned a Premiere system since the very beginning and have migrated to Strato/Terra. Rusty is an expert of the highest quality, even more so when compared to high-level support staff offered by virtually every other manufacturer, including much larger companies (such as Samsung, LG, Sony, Apple). The fact that @J.Green and @MikeKobb have been so helpful in this forum is further evidence of K-Scape's commitment.

With all due respect, this a new product with completely new internals, and (as @Cineflife indicated) there are so many variables (including components and even component manufacturers) in our systems. Therefore, I suspect that it might very well take Engineering much longer than 1-2 weeks to diagnose and/or resolve certain issues experienced by some of us. K-Scape is not about to rush out a firmware update without being certain of its consequences.

From my experience, unlike Apple (for example), when Rusty forwards something to engineering, engineering does work on it and eventually provides an update or solution. But, I'm sure everyone at K-Scape is swamped, given the interest generated by the V.

Just my two cents for what that's worth.
 
Let's not pretend Kaleidescape is the first electronics manufacturer to have glitches with HDMI on a new product. This thing has been shipping for two weeks. Are they supposed to purchase one of every single HDMI device available on the market today for testing prior to release?

Find Answers

support.marantz.com support.marantz.com
https://www.reddit.com/r/OLED/comments/l6i08e/lg_cx65_all_hdmi_inputs_black_screen_not_a_no
https://www.reddit.com/r/hometheater/comments/156zd04/psa_samsung_hdmi_ports_not_detecting_signal_try
www.whathifi.com

Denon and Marantz receivers built since May are free of the HDMI 2.1 bug

No more black screen of doom
www.whathifi.com www.whathifi.com
www.avsforum.com

Denon/LG - HDMI ARC/eArc problems.... any idea?

www.avsforum.com www.avsforum.com
www.avsforum.com

HDMI is broken on newer Sony TVs with Nvidia RTX...

www.avsforum.com www.avsforum.com
 
Sorry you are dealing with this. I have been a Kaleidescape owner for a year. I have full confidence in the product and the team behind it. I'm naturally skeptical and after doing a ton of research on the company and nearly shutting down at one point, I have confidence that it is healthy moving forward.

This forum has been a great resource as K employees are very much active and give updates often. I bought in to the company with a Strato C and Terra 22. In June, my terra died with less than a year of life. I dealt with Rusty on the troubleshooting and he provided top-notch service. K had a replacement out to me the same day and my dealer was nice enough to preload my catalog on to it because I have a very slow connection.

I purchase two Strato V's at release. One replaced my C and is connected to a Sony XW6000ES through a Marantz SR8015. The other V is a new addition to my living room and is connected directly to a 77" LG G3. I have not experienced any issues that others are suggesting.

I'm not a cable snob, but it is important to make sure that your HDMI cables are up to snuff. I'm not saying this is the case with the setups of people having issues, but I have experience with having less than optimal cables at times, which wreaked havoc on my system in many random ways.

Be confident that Kaleidescape is a company that has shown me they are receptive to customer feedback, willing to positively adapt to the market, and works to fix issues that are at the core of customer concerns.

I hope your concerns are addressed quickly and those having issues can soon enjoy their systems as they expected. It's truly one of my very few indulgences and pleasures to enjoy the Kaleidescape.
 
StanfieldNC said:
Sorry you are dealing with this. I have been a Kaleidescape owner for a year. I have full confidence in the product and the team behind it. I'm naturally skeptical and after doing a ton of research on the company and nearly shutting down at one point, I have confidence that it is healthy moving forward.

This forum has been a great resource as K employees are very much active and give updates often. I bought in to the company with a Strato C and Terra 22. In June, my terra died with less than a year of life. I dealt with Rusty on the troubleshooting and he provided top-notch service. K had a replacement out to me the same day and my dealer was nice enough to preload my catalog on to it because I have a very slow connection.

I purchase two Strato V's at release. One replaced my C and is connected to a Sony XW6000ES through a Marantz SR8015. The other V is a new addition to my living room and is connected directly to a 77" LG G3. I have not experienced any issues that others are suggesting.

I'm not a cable snob, but it is important to make sure that your HDMI cables are up to snuff. I'm not saying this is the case with the setups of people having issues, but I have experience with having less than optimal cables at times, which wreaked havoc on my system in many random ways.

Be confident that Kaleidescape is a company that has shown me they are receptive to customer feedback, willing to positively adapt to the market, and works to fix issues that are at the core of customer concerns.

I hope your concerns are addressed quickly and those having issues can soon enjoy their systems as they expected. It's truly one of my very few indulgences and pleasures to enjoy the Kaleidescape.
Click to expand...
Very balanced and thought out post. Empathetic towards other’s concerns and at the same time building (new) user confidence levels, through well articulated personal experiences. I appreciate that you were not blatantly dismissive and cavalier about other users concerns. Thank you.
 
Last edited by a moderator:
Broncowrangler said:
@cinelife I was one of the 2 individuals who did mention Rusty as we had both been contacted by him. If you read the messages (I can exclusively speak for myself) it is more a case of apprehension (with a hint of mild irritation) rather than being critical. Imho it is quite normal to exhibit a hint of frustration over something which is currently not operating as intended/advertised.

To be fair to us, we only joined this community quite recently and this is our first time experiencing this platform. I really don’t have a clue about personnel or folks who make up the fabric of this company. With all due respect, you have had the privilege of knowing him (and others) for over 2 decades like you were alluding to.

It is slightly frustrating when something you have been looking forward to for such a long time doesn’t quite offer such a delightful experience. You don’t want to deal with a “workaround solution” for a product of this magnitude. Conversely relatively cheaper products like the appletv, shield pro, 4k players etc work flawlessly when routed through any receiver or processor. You don’t have to hook them directly to your display or neuter certain functions on the receiver, for flawless operation.

Lastly I firmly believe that just a simple one liner like “we are still working on it” or “we haven’t forgotten your case” could go a long way instill customer confidence and could help assuage some concerns. Fwiw, there has been no follow up communication since our solitary interaction over 10 days ago. I do understand and appreciate that they would be addressing this behind the scenes and probably even going about it on a war footing but just touch base with us, that’s all. At the moment all the support we are getting is through this amazing community out here.

Thanks for your post, it was quite reassuring and informative. My confidence levels in the product and company has definitely been elevated, after reading the same.
Click to expand...

All good my friend, and thanks for being on the Forum.

I understand your position as well, thanks for the response.

Jim
 
So a minor glitch in the matrix; I was on 60 hz and noticed a couple of very brief audio dropouts while watching Furiosa. The timestamps were around 51:00 and 1:13. Sorry for not recording the exact timestamps. I also noticed that it was taking a long time to return to the UI screen on the V.

I immediately reverted back to 24hz and things were smoother. UI/menu is slightly sluggish but that’s a minor trade off for an overall pleasant experience during playback, at least with my specific use case. So for now I will be rolling with 24hz. I believe the problematic default setting is also 60hz.
 
As a relatively recent new user, having gotten my Strato C in April, I can definitely relate to the frustration of having my very expensive new device seem to not work. With the C having been around a while, I was able to troubleshoot my issues by just searching this forum and never having to contact support or make a post about it. My black screen issue was addressed by lowering the connection speed. Which seems sad at first, but made no difference in the PQ for me. Ultimately I think HDMI is the bad guy here in most connectivity instances, as @thrillcat pointed out. Maybe there’s something deeper in the K code that can address this or maybe there’s a firmware update for the brand new product that will help. I would also note that I had the very same black screen frustration with my JVC NZ7 with just connecting my Oppo and ATV, until I installed their firmware update. I guess my point is, yes it sucks in the moment, we need to end the tyranny of HDMI, and that usually there is a solution to the black screen, and then we can enjoy our devices as intended and forget we ever had this problem until we’re lying on the couch with our kids on Sunday morning sipping an espresso and casually browsing one’s forums and remembering, oh yes, I’ve had versions of this issue a couple of times too! My gosh that really sucked for a moment, maybe it would help to say you’re not alone, and thoughtful and talented people will pull you through.
 
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