If so, that is a unfortunate assumption for them to have made or designed around.
-
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 can dismiss this box forever by clicking the "X" in the upper right corner of this message. -
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!😊
This box goes away for registered users.
Strato V black screen and audio cutout issues
- Thread starter Techthusiasm
- Start date
If so, that is a unfortunate assumption for them to have made or designed around.
- Joined
- Jul 22, 2024
- Messages
- 1,037
I deleted the Dolby vision copy of furiosa and downloaded the HDR10 version. Good thing with furiosa you can choose between vision and hdr10. Anyways no issues whatsoever on the HDR10 version….so there’s that.
The audio anomalies mentioned above, are still there (the latter being more prominent). So probably k received them that way?
The audio anomalies mentioned above, are still there (the latter being more prominent). So probably k received them that way?
I think I will hold off buying the movie from K with those audio issues. May just buy it on disc since it is cheaper.
- Joined
- Jul 22, 2024
- Messages
- 1,037
I think overall the quality is quite impressive except for those 2 brief audio cutoffs, but I appreciate your concerns as well for holding off.
tinboski
Well-known member
Thanks I wasn't thinking it was inadequate power coming in but maybe power going out... active Hdmi cables needed now where they weren't needed before to help boost a possible need.
Hello all,
First, let me apologize for being a couple of days late in responding to this thread. My attention was elsewhere late last week and I missed some posts here. Also, parts of this message will be cross-posted in a couple of threads so that folks will see it where it’s relevant to them.
I’m going to start with the most important thing: the issues mentioned in this thread are among a handful of issues that are being actively investigated at very high priority by our engineering team. We are committed to resolving them as soon as possible. Everybody from the CEO on down is aware and focused on getting them solved.
Now, let me say a little bit more about what’s going on, and towards the bottom of this post there are some suggestions for workarounds that should help until we have direct solutions.
The issue with the screen going to black after playback falls into a category called “interoperability.” In other words, issues that crop up when the player is connected to certain other components like receivers or displays, or sometimes combinations of receivers and displays. The occasional signal drops may be interop related, or they may be cable related. More on that below, but first more about interoperability.
Part of the development process of any new A/V component is interoperability testing. We’ve been doing interop testing throughout the development of Strato V, with a variety of equipment. Testing has been done in a laboratory environment, through industry interoperability (“plugfest”) events, and through alpha and beta testing in people’s homes. Contrary to speculation posted here, this testing has involved components at many price points — not just high-end flagship products. We had a Marantz processor as part of our laboratory testing setup, and while we did find one minor interop issue with that processor, we did not encounter the black screen issue. We have industry contacts with Denon/Marantz, and we will work with them as needed as we have done in the past.
Unfortunately, it’s impossible to test every possible model and software revision of AV receiver/processor, display, distribution system, and cable. And so, issues can and do appear after release that need to be identified and addressed.
To that end, we do need a bit of help from you. Our players log and report diagnostic information back to us, and so if we know that your player is exhibiting an interoperability issue, our support team can flag it to the engineering team, which can use that logged information in helping identify what the root cause is. So, if you are having an issue with your player, please open a support ticket by emailing support@kaleidescape.com if you have not done so already. Provide your player serial number and a description of the issue. It's helpful if you can tell us the make and model of equipment connected to your player (i.e. your audio processor/receiver, your display, and any other intermediate gear like video processors, distribution systems, HDMI extenders, etc.)
I'd also like to publicly apologize to @Broncowrangler, whose support experience hasn't been the best. His initial contact to support was accidentally closed as a duplicate by a support team member who mistook it for a different message, and so that cost a significant amount of time in getting an initial response.
I do want to set expectations here, too -- as described by others, once you have an issue in to support, if that issue needs to be escalated to the engineering team, it can take some time for the team to investigate the issue and either come back with a solution, or with a request to the customer for additional information or troubleshooting. There are weekly meetings between support and engineering to go over all of the cases that have been escalated to engineering. Periodic status updates back to the customer are not part of that process. We'll take that as a suggestion, though.
Now, some things you can try, if you're having one of the issues mentioned here.
As already described in this thread, multiple people have reported being able to work around the black screen at the end of playback by setting the onscreen display’s refresh rate to a fixed value rather than using the automatic setting. We’ve had reports that both 60Hz and 24Hz work. I would personally suggest trying 60 first because the OSD animation will be smoother. You can access this setting through your system’s browser interface. If you don’t know how to access your browser interface, here’s a support article: https://support.kaleidescape.com/article/Accessing-the-Browser-Interface
Once in the browser interface, go to the Settings tab, select the Components sub-tab, and then click the “Settings” button for the affected Strato V player. This will open a popup window, defaulted to the Video tab. Click “Show Advanced Settings”, change the popup under “OSD Refresh Rate”, and then scroll to the bottom of the window and click OK.
Momentary dropouts during playback are often caused by issues with HDMI communication, and these are frequently related to the cable. If you are not using the cable that came with your player, please try using that cable. Kaleidescape players can be pretty demanding source devices, since we’re sending high-quality video and lossless audio, which requires maximum bandwidth from the cable.
If the supplied cable is not long enough, we’d suggest that you try another cable from the same product line. You can find them here: Pixelgen Design
Minimally, please ensure that you are using a high quality “Ultra High Speed” HDMI cable.
Also, if you have multiple devices in your HDMI signal chain, as Jim mentioned, it can often be more difficult to identify where a problem lies. A good strategy is to start by connecting the player directly to the display. If everything works well there, re-introduce other components, one at a time.
Finally, one thing that can help many HDMI compatibility issues is to limit the bandwidth sent over the cable. If your Strato V is on its default setting of "Allow Display Mode Changes", then most film content is going to be played at ~24 frames per second. This doesn't require the full bandwidth of the cable, and so setting the maximum bandwidth to 13.5Gbps may improve robustness. This is in the same Advanced Settings group mentioned above, in the section called "4K Ultra HD Support". Choose the 13.5Gbps option, then scroll to the bottom and click OK.
First, let me apologize for being a couple of days late in responding to this thread. My attention was elsewhere late last week and I missed some posts here. Also, parts of this message will be cross-posted in a couple of threads so that folks will see it where it’s relevant to them.
I’m going to start with the most important thing: the issues mentioned in this thread are among a handful of issues that are being actively investigated at very high priority by our engineering team. We are committed to resolving them as soon as possible. Everybody from the CEO on down is aware and focused on getting them solved.
Now, let me say a little bit more about what’s going on, and towards the bottom of this post there are some suggestions for workarounds that should help until we have direct solutions.
The issue with the screen going to black after playback falls into a category called “interoperability.” In other words, issues that crop up when the player is connected to certain other components like receivers or displays, or sometimes combinations of receivers and displays. The occasional signal drops may be interop related, or they may be cable related. More on that below, but first more about interoperability.
Part of the development process of any new A/V component is interoperability testing. We’ve been doing interop testing throughout the development of Strato V, with a variety of equipment. Testing has been done in a laboratory environment, through industry interoperability (“plugfest”) events, and through alpha and beta testing in people’s homes. Contrary to speculation posted here, this testing has involved components at many price points — not just high-end flagship products. We had a Marantz processor as part of our laboratory testing setup, and while we did find one minor interop issue with that processor, we did not encounter the black screen issue. We have industry contacts with Denon/Marantz, and we will work with them as needed as we have done in the past.
Unfortunately, it’s impossible to test every possible model and software revision of AV receiver/processor, display, distribution system, and cable. And so, issues can and do appear after release that need to be identified and addressed.
To that end, we do need a bit of help from you. Our players log and report diagnostic information back to us, and so if we know that your player is exhibiting an interoperability issue, our support team can flag it to the engineering team, which can use that logged information in helping identify what the root cause is. So, if you are having an issue with your player, please open a support ticket by emailing support@kaleidescape.com if you have not done so already. Provide your player serial number and a description of the issue. It's helpful if you can tell us the make and model of equipment connected to your player (i.e. your audio processor/receiver, your display, and any other intermediate gear like video processors, distribution systems, HDMI extenders, etc.)
I'd also like to publicly apologize to @Broncowrangler, whose support experience hasn't been the best. His initial contact to support was accidentally closed as a duplicate by a support team member who mistook it for a different message, and so that cost a significant amount of time in getting an initial response.
I do want to set expectations here, too -- as described by others, once you have an issue in to support, if that issue needs to be escalated to the engineering team, it can take some time for the team to investigate the issue and either come back with a solution, or with a request to the customer for additional information or troubleshooting. There are weekly meetings between support and engineering to go over all of the cases that have been escalated to engineering. Periodic status updates back to the customer are not part of that process. We'll take that as a suggestion, though.
Now, some things you can try, if you're having one of the issues mentioned here.
As already described in this thread, multiple people have reported being able to work around the black screen at the end of playback by setting the onscreen display’s refresh rate to a fixed value rather than using the automatic setting. We’ve had reports that both 60Hz and 24Hz work. I would personally suggest trying 60 first because the OSD animation will be smoother. You can access this setting through your system’s browser interface. If you don’t know how to access your browser interface, here’s a support article: https://support.kaleidescape.com/article/Accessing-the-Browser-Interface
Once in the browser interface, go to the Settings tab, select the Components sub-tab, and then click the “Settings” button for the affected Strato V player. This will open a popup window, defaulted to the Video tab. Click “Show Advanced Settings”, change the popup under “OSD Refresh Rate”, and then scroll to the bottom of the window and click OK.
Momentary dropouts during playback are often caused by issues with HDMI communication, and these are frequently related to the cable. If you are not using the cable that came with your player, please try using that cable. Kaleidescape players can be pretty demanding source devices, since we’re sending high-quality video and lossless audio, which requires maximum bandwidth from the cable.
If the supplied cable is not long enough, we’d suggest that you try another cable from the same product line. You can find them here: Pixelgen Design
Minimally, please ensure that you are using a high quality “Ultra High Speed” HDMI cable.
Also, if you have multiple devices in your HDMI signal chain, as Jim mentioned, it can often be more difficult to identify where a problem lies. A good strategy is to start by connecting the player directly to the display. If everything works well there, re-introduce other components, one at a time.
Finally, one thing that can help many HDMI compatibility issues is to limit the bandwidth sent over the cable. If your Strato V is on its default setting of "Allow Display Mode Changes", then most film content is going to be played at ~24 frames per second. This doesn't require the full bandwidth of the cable, and so setting the maximum bandwidth to 13.5Gbps may improve robustness. This is in the same Advanced Settings group mentioned above, in the section called "4K Ultra HD Support". Choose the 13.5Gbps option, then scroll to the bottom and click OK.
Regarding the audio/video dropouts, these may be interoperability issues with the Cinema 60 and/or the X95L, but they could also be related to the HDMI connection.
If you're not already using the cable that came with the player, please try that. If it's not long enough, we'd suggest using a cable from the same product line: Pixelgen Design
Minimally, please be sure that you're using a high-quality cable marked as "Ultra High Speed".
You can also try reducing your player's HDMI bandwidth. Assuming that your player is set to "Allow Display Mode Changes", then it will be playing movies at 24 frames per second, which doesn't require maximum HDMI bandwidth. You can set your player to limit its HDMI speed to 13.5GBps with no loss in picture quality. That's done in the same Advanced Settings area of the browser interface described above, in the section called "4K Ultra HD Support". Just select the 13.5Gbps setting, and click OK.
Overall, though, let me just re-emphasize: if you're having issues, please open a support ticket. That's the best way to ensure that the engineering team is aware of the problem and that they can access the debugging information from your player.
If you're not already using the cable that came with the player, please try that. If it's not long enough, we'd suggest using a cable from the same product line: Pixelgen Design
Minimally, please be sure that you're using a high-quality cable marked as "Ultra High Speed".
You can also try reducing your player's HDMI bandwidth. Assuming that your player is set to "Allow Display Mode Changes", then it will be playing movies at 24 frames per second, which doesn't require maximum HDMI bandwidth. You can set your player to limit its HDMI speed to 13.5GBps with no loss in picture quality. That's done in the same Advanced Settings area of the browser interface described above, in the section called "4K Ultra HD Support". Just select the 13.5Gbps setting, and click OK.
Overall, though, let me just re-emphasize: if you're having issues, please open a support ticket. That's the best way to ensure that the engineering team is aware of the problem and that they can access the debugging information from your player.
Good datapoint, thank you. Did you still have the OSD set manually to 60 or did you revert that back to Auto?
Last edited by a moderator:
set to 60
- Joined
- Jul 22, 2024
- Messages
- 1,037
I tried both 60 and 24. With 60 the issues were resolved but a couple of hiccups here and there. 24hz provides me the best experience, albeit the UI becomes sluggish but the viewing experience is unhindered. Of course ymmv.
I think you mentioned that the issues you had with it set to 60 were the audio glitches on Furiosa. Were there other hiccups? The OSD refresh rate shouldn't affect movie playback at all, so that would be odd.
Earlier in the thread, you had mentioned that setting to 60 solved your problem. Did you also set it to 13.5 at that time, or later? If later, was it because you were still seeing issues with it set to 60?
- Joined
- Jul 22, 2024
- Messages
- 1,037
That was my initial impression, however the main issue was that It would take a tad bit longer to return to the UI/main screen with 60, compared to 24
Audio glitches on Furiosa are present irrespective of the refresh rate. In fact i deleted the Dolby vision download of Furiosa and re-downloaded the HDR10 version but the audio cutouts were still there 1) 00:50:50 onwards 2)1:13:10 onwards. I don’t remember the exact timestamp but it sets off after those points.
Also there was an enormous amount of brightness fluctuations on the Dolby Vision version which were highly obtrusive and disconcerting. This prompted me to download the HDR10 version which exhibited no fluctuations whatsoever and played flawlessly, except for those audio glitches which is baked in imho.
started having issues when set 60. Then I set to 24. That works fine but the UI is laggy. Setting to 60 and 13.5 Gbps seems to work great.
Curious if anyone having the black screen issue is using a active hdmi cable? I am not since my run to the projector is less than 15ft...but wondering if somehow a active cable might help.
I am not experiencing the issue and I am 99% sure I am running this active cable:
To add, When I upgraded my projector from an Epson 6040UB to the Sony XW6000ES and KSCAPE, I had to upgrade to this cable. The last cable I had was another cheap-o 18gbps item and I was getting blackouts and pink images like some people are reporting. "Upgrading" to a better cheap-o cable was the fix.
I know my cheap-o cables are not recommended which begs the questions as to why would someone drop $10k on a system only to cheap out on a cable...Well ladies and gentleman, it is hot in my attic in August. This was the only working cable that was available for same day delivery last summer when I was doing the install. It was supposed to be a band-aid, but it worked so well, I do not feel like getting back up there any time soon.
Last edited by a moderator:
AusDan
Active member
- Joined
- Apr 30, 2022
- Messages
- 45
I had this same issue with a Strato C awhile back, and setting the max output to 13.5 and osd to 60 hz, per recommendation from Kris Deering, fixed the issue and I’ve had no issues since.
If it ain't broke...
Got it, thank you.
A bit slower to return to the OSD with it set to 60 is expected, because the player will have to change refresh rate from 24fps for the film to 60fps for the OSD, and this causes the HDMI chain to have to do a re-sync. This is not unique to Strato V or to Kaleidescape in general. I have my Apple TV set to follow the native frame rate of content and I see the same thing there, for example.
We will check on the audio and video. Please remind me: what display are you using?