HDMI Troubleshooting for Strato

For detailed information on optimizing and troubleshooting HDMI video and audio refer to Kaleidescape Knowledge Base article Getting the Most out of Strato

Troubleshooting Checklist

The following checklist can be used to solve HDMI interoperability issues. If these options are exhausted, note the results of each test for subsequent discussion with the Kaleidescape Support team.
 

Test	Details	Result
1. Cable inspection	All cables are in good condition and securely plugged in. For directional cables, ensure the Source and Display connectors plug in to the corresponding devices.
2. Cable certification	All cables meet Kaleidescape’s criteria for passing 4K 18 Gbps signals, as outlined in the Cables section above.
3. HDMI Capabilities Tool	The HDMI Capabilities tool in Strato’s Browser Interface shows passing grades for all relevant signal attributes, e.g. HDCP Status. Click “Refresh” during movie playback.
4. Firmware for the display	Firmware is up-to-date on the display or projector.
5. Firmware for intermediate devices in the A/V path	Firmware is up-to-date on AV receivers, matrix switches, etc.
6. HDMI port capabilities on the display	The display’s manual says the specific HDMI input in use supports 18 Gbps HDMI2.0/HDCP2.2 signals.
7. “UHD Color” setting on the display	The display’s “UHD Color” or “HDMI Signal Format” (Sony) or “HDMI Mode 2” (Panasonic) setting is enabled - this triggers support for 18 Gbps signals.
8. Strato direct connection to display	Strato has been connected directly to the display via a known-good cable.
9. Strato connection to a minimal number of devices	If Strato works direct to the display, add one device at a time to restore the full video path. Note the first device that triggers errors.
10. Strato video at 10.2 Gbps	Video capabilities in Strato’s Browser Interface have been set to the 10.2 Gbps setting.
11. Strato video at 13.5 Gbps	Video capabilities in Strato’s Browser Interface have been set to the 13.5 Gbps setting.
12. Allow Display Mode Changes	Video capabilities in Strato’s Browser Interface have been set to “Allow Display Mode Changes”. Both SDR and HDR movies have been played.
13. Allow Display Mode Changes (use external scaler)	Video capabilities in Strato’s Browser Interface have been set to “Allow Display Mode Changes (use external scaler)”. A variety of SD/HD/UHD/HDR movies have been played (in their native formats).
14. Cable swapping	Each cable in the video path has been swapped out for a known-good or shorter cable. Use the HDMI Capabilities Tools to verify HDCP status.
15. Single zone	Secondary zones have been disconnected so as to create a single video path.
16. Single HDMI/HDCP version	Matrix-switched devices that could cause HDMI/HDCP version changes during playback have been disconnected.