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
? Upload Problems
- Issue: Video won’t upload or gets stuck.
- Fix: Ensure the file is under 2GB and in a supported format (e.g., MP4). Try a different browser or clear your cache.
? Playback Issues
- Issue: Video buffers or won’t play.
- Fix: Videos embedded from Kaltura stream more reliably than those uploaded directly to Canvas. Use Kaltura for best performance across devices and networks.
? Captioning Errors
- Issue: Auto-captions are inaccurate.
- Fix: Edit captions in Kaltura or submit a request to Access & Accommodations Services if you have 60+ minutes of content.
? Analytics Not Tracking
- Issue: Viewer shows as “Unknown.”
- Fix: Ensure the video is embedded or published in Canvas. Direct links or external sharing may prevent tracking.
❓ Video Not Showing in Canvas
- Issue: Embedded video doesn’t appear.
- Fix: Check that the video is published and not set to private. Re-embed using the Browse & Embed tool.
? Practice Assignments
To help students avoid technical issues:
- Create a practice video assignment early in the term.
- Let students test uploading, playback, and caption visibility.
- Use this to troubleshoot before high-stakes submissions.
? Where to Get Help
-
CETL Support
? CETL@AState.edu | ? 870-972-2334
? Dean B. Ellis Library, Suite 301 -
ITS Help Desk
? itshelpdesk@AState.edu | ? 870-972-3933
? Dean B. Ellis Library, Room 149
Submit a Support Ticket -
Access & Accommodations Services
? dservices@AState.edu | ? 870-972-3964
Captioning Request Form