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.
? Guides and Training Resources
This section contains tutorials, support articles, and video walkthroughs for using Kaltura effectively:
- 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
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