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Terra Connection Failure

T

tcramer

Member
I sent a note to my dealer, but figured I'd post here in the meantime as well while I wait for a response.

I have a Strato C, Strato S and Terra 22 TB server. Everything has been fine, but as of today none of the movies downloaded on the Terra were displaying. Checking my system, it appears the last connection the Terra was 3:28 pm yesterday.

Some further troubleshooting and couple reboots later, I'm concerned there may be an issue with the RJ45 port. The right green link status light is solid green, regardless if a cable is connected or not. The left connection light is not lighting up at all. I of course tried a couple different network cables into different switches and directly to the router with the same results and the IP is not visible on the network. The Terra itself does not have any other type of indications of failure, so it seems to be an issue with the connection.

Is it possible there has been a network card malfunction or has anyone ever seen something similar?
 
Likely this, and contacting your dealer was the best choice.

Strato C + Terra 6 Troubleshooting

I've had this a few months now, consistently hooked up the same way with no issues until now. I use it daily. Two days ago, I downloaded two movies and watched them without issue. The next morning when browsing the store I noticed it said my systems wasn't connected to Kaleidescape. At the...
www.kscapeowners.com www.kscapeowners.com
 
These are the troubleshooting steps K Support will have you try. You can get ahead of the process by doing these checks now and providing the answers to your dealer (or K Support).

Power cycle the Terra server (Unplug, leave unplugged for a minute, plug back in)

Once you have plugged it back in please observe the following:

- What are the lights for the front logo doing?

- Are there any alert lights on the front panel?

- What are ethernet LEDs doing where the ethernet cable is plugged in?

- Try the power button on the front to be sure.


K will need the answers to determine if the Terra needs to be replaced.

Jim
 
cinelife said:
These are the troubleshooting steps K Support will have you try. You can get ahead of the process by doing these checks now and providing the answers to your dealer (or K Support).

Power cycle the Terra server (Unplug, leave unplugged for a minute, plug back in)

Once you have plugged it back in please observe the following:

- What are the lights for the front logo doing?

- Are there any alert lights on the front panel?

- What are ethernet LEDs doing where the ethernet cable is plugged in?

- Try the power button on the front to be sure.


K will need the answers to determine if the Terra needs to be replaced.

Jim
Click to expand...

Thanks for the response - my dealer is in Europe for a few weeks so I'll be following up with K directly and this helps. Here's what I see after a power cycle.

- What are the lights for the front logo doing? - Solid blue

- Are there any alert lights on the front panel? - No

- What are ethernet LEDs doing where the ethernet cable is plugged in? - Same thing - right light is solid green regardless if a cable is plugged in and the left light is unlit.

- Try the power button on the front to be sure. - Power button does not change anything.
 
Only Support can confirm, but those answers indicate (to me) that the Terra probably needs to be replaced.

In your initial contact with Support let them know you already did the troubleshooting steps and give them those details.

Jim
 
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