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
? Video Uploaded to Canvas Instead of Kaltura
Issue: Video buffers, won’t play reliably, or lacks analytics and captioning tools.
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.
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.”
Fix:
- Ensure the video is embedded or published in 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:
- 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.
? Guides and Training Resources
Tutorials for using Kaltura can be found on the following sites:
- Canvas Help - Canvas' troubleshooting page on Accessing Kaltura Videos.
- Kaltrua Knowledge Center - Kaltura's written support guides for Canvas.
- Kaltura Learning - Kaltura Learning is a new video portal based on MediaSpace. Contained on the portal are short “How To” tutorial videos, covering the various workflows present in the Kaltura product.
- Kaltura Video Quiz - Kaltura's support guides for Creating Video Quizzes.
- Kaltura Video Quiz Canvas Gradebook User Guide - This article describes how to create an assignment that uses Kaltura's Video Quiz feature and integrates with the Canvas Gradebook.
? 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.