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.

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? Common Issues and Fixes

? UploadVideo Problems

Uploaded

to
• Canvas Instead of Kaltura

  Issue: Video buffers, won’t uploadplay reliably, or getslacks stuck.analytics and captioning tools.
  Fix:

  • Download the video from Canvas.
  • Upload it to Fix:Kaltura My Media Ensureusing the Add New button.
  • Delete the original video file isfrom underCanvas 2GBto andavoid confusion.
  • Re-embed the video using the Browse & Embed tool in athe supportedRich-Text format (e.g., MP4). Try a different browser or clear your cache.Editor.

  ? 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 in Kaltura orMy Media using the Caption & Enrich tool.
    • For 60+ minutes of content, submit a request to to Access & Accommodations Services using ifthe Captioning youRequest have 60+ minutes of content.Form.

    ? Analytics Not Tracking

    • Issue: Viewer shows as “Unknown.”

    • 
      Fix: 
      • Ensure the video is embedded or published in Canvas.Canvas using the Browse & Embed tool.
      • Direct links or external sharing may prevent tracking.

      ❓ Video Not Showing in Canvas

      Issue: Students see an "Access Denied" error when trying to view embedded Kaltura videos.
      Cause: This typically happens when videos were embedded in a previous course and then copied into a new one. Due to how embedded content functions during course imports, the video remains tied to the original course and is not accessible in the new one.

      Fix:

      • Issue: EmbeddedRemove the embedded video doesn’tfrom appear.the Canvas page.
      • Re-embed the video using the Fix:Browse & Embed Checktool thatin the Rich-Text Editor.
      • This ensures the video is publishedproperly linked to the current course and notviewable setby toenrolled private. Re-embed using the Browse & Embed tool.students.

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      ? PracticeKaltura AssignmentsHelp

      Online Resources

      ToTutorials helpfor studentsusing avoidKaltura technicalcan issues:be found on the following sites:

      • CreateCanvas a Help – Canvas' troubleshooting page on Accessing Kaltura Videos.
      • practiceKaltura Knowledge Center – Written support guides for Canvas.
        • Embedding Kaltura Media through the Rich-Text Editor
      • Kaltura Learning – A new video assignment earlyportal inbased theon term.MediaSpace with short “How To” tutorial videos covering various workflows.
      • LetKaltura studentsVideo testQuiz – Support uploading,guides playback,for andCreating captionVideo visibility.Quizzes.
        • Kaltura Video Quiz Canvas Gradebook User Guide
        • Use
        this to troubleshoot before high-stakes submissions.

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      ? 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

      A-State

      Account Manager

      ? Kevin Downum – Questions about your A-State Kaltura account.