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Support and Troubleshooting for Kaltura

This page provides guidance for resolving common issues with Kaltura and accessing support resources. Whether you're uploading media, embedding content in Canvas, or managing captions, help is available.

? Common Issues and Fixes

Below are some of the most frequent problems users encounter when working with Kaltura, along with their causes and recommended solutions.

Video Uploaded to Canvas Instead of Kaltura

Issue: Video buffers, won’t play reliably, or lacks analytics and captioning tools.
Cause: The video was uploaded directly to Canvas instead of Kaltura, which limits functionality and performance.
Fix:

  • Download the video from Canvas.
  • Upload it to Kaltura My Media using the Add New button.
  • Delete the original video file from Canvas to avoid confusion.
  • Re-embed the video using the Browse & Embed tool in the Rich-Text Editor.

Captioning Errors

Issue: Auto-captions are inaccurate.
Cause: Automated captioning may misinterpret speech or lack context.
Fix:

  • Edit captions in Kaltura My Media using the Caption & Enrich tool.
  • For 60+ minutes of content, submit a request to Access & Accommodations Services using the Captioning Request Form.

Analytics Not Tracking

Issue: Viewer shows as “Unknown.”
Cause: The video was shared via direct link or not embedded properly in Canvas.
Fix:

  • Ensure the video is embedded or published in Canvas using the Browse & Embed tool.
  • Avoid sharing videos via direct links outside of Canvas.

Video Not Showing in Canvas

Issue: Students see an "Access Denied" error when trying to view embedded Kaltura videos.
Cause: The video was embedded in a previous course and copied into a new one, causing access issues.
Fix:

  • Remove the embedded video from the Canvas page.
  • Re-embed the video using the Browse & Embed tool in the Rich-Text Editor.
  • This ensures the video is properly linked to the current course and viewable by enrolled students.

Issue: Users see a “third-party cookie” error message when accessing Kaltura content.
Cause: Modern browsers like Safari, Firefox, and Chrome block third-party cookies by default. Kaltura’s Application Framework (KAF) uses cookies to maintain session activity, and when loaded inside an LMS iframe, those cookies are treated as third-party.
Fix:

Kaltura Video Quiz Not Syncing with Canvas Gradebook

Issue: Grades from Kaltura Video Quizzes do not appear in the Canvas Gradebook.
Cause: The quiz may be embedded in multiple places or accessed outside the assignment link, which can interfere with grade passback.
Fix:

  • Ensure the quiz is only accessible through the Canvas assignment link.
  • Avoid embedding the quiz in other course areas like Media Gallery or Pages.
  • If issues persist, contact your Kaltura Account Manager to investigate integration errors.

Playback Errors in Kaltura Player

Issue: Users see error messages like “Media not found” or “Player failed to load.”
Cause: The video may be unpublished, deleted, or the embed code may be broken.
Fix:

  • Check that the video is still available in My Media.
  • Re-embed the video using the Browse & Embed tool.
  • Confirm the video is published and not set to private.

Firewall or VPN Blocking Kaltura Access

Issue: Users experience disconnects or cannot load Kaltura content.
Cause: Network security tools (e.g., VPNs, firewalls, proxies) may block Kaltura’s streaming services.
Fix:

  • Disable VPN or proxy services.
  • Ensure firewall settings allow traffic to Kaltura’s domains.
  • Contact ITS if institutional security settings need adjustment.

Mic or Webcam Not Working in Kaltura Express Capture

Issue: Users are unable to record audio or video using Express Capture.
Cause: Browser or operating system permissions may block access to the microphone or webcam. Security software or privacy settings can also interfere.
Fix:

  • Ensure your browser has permission to access the mic and webcam.
  • Check system-level privacy settings (especially on macOS and Windows).
  • Disable any browser extensions or security software that may block device access.
  • Restart the browser and try again.
  • Use a supported browser like Chrome or Firefox for best compatibility.

✅Best Practices for Recording and Editing

⏱️ Keep It Concise

  • Aim for videos under 15 minutes
  • Use playlists for longer content

? Focus on Clarity

  • Use annotations to highlight key points
  • Narrate clearly and match visuals

? Be Present

  • Include webcam footage
  • Use personal examples

? Support Learning

  • Add chapters and slides
  • Use captions for accessibility

? Captioning

  • Kaltura auto-generates captions
  • Edit captions or upload a script

? Guides and Training Resources

This section contains tutorials, support articles, and video walkthroughs for using Kaltura effectively:

? Where to Get Help

Center for Excellence in Teaching and Learning (CETL)

For help with instructional design and using Kaltura in your courses.
? CETL@AState.edu | ? 870-972-2334
? Dean B. Ellis Library, Suite 301

ITS Help Desk

Help with Canvas system errors, login issues, and general technical support.
? itshelpdesk@AState.edu | ? 870-972-3933
? Dean B. Ellis Library, Room 149
? Submit a Support Ticket

Access & Accommodations Services

For captioning support and accessibility accommodations for students.
? dservices@AState.edu | ? 870-972-3964
? Submit a Captioning Request

Kaltura Account Manager

Help with Kaltura system errors, locating missing videos, and account setup or permissions.
Kevin Downum
AOS Director of Academic Technology & Media
? kdownum@AState.edu | ? (870) 680-8464
? International Programs Building

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