Video Content Management - Troubleshooting My Media and Media Gallery (for Students)


Introduction

Kaltura is the cloud-based video management system behind My Media and Media Gallery, which are Canvas LTI tools. Note that:

  • Kaltura appears in some places in My Media and Media Gallery and in the company's documentation and user guides.
  • Course Gallery is how you access Media Gallery in Canvas. 

The Kaltura Video App for Canvas User Guide has full instructions on using My Media and Media Gallery. The instructions here are specific to Virginia Tech. To see other Kaltura topics, please click on the guide for your role:

Contents

Instructions

My Media and Media Gallery not available/not working

Kaltura, the platform behind My Media and Media Gallery in Canvas, is experiencing a surge in demand causing intermittent outages. They are rapidly increasing their processing capacity. However, My Media and Media Gallery will continue to have brief periods of unavailability.

Therefore, we suggest:

  • If My Media or Media Gallery won’t load, check Kaltura’s Service Status. When the status is green, try again.
  • Contact your instructor if you can't access a video before the due date. 

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Missing Zoom Meeting Recording

  1. Make sure you're the meeting host. Only the host gets the recording in My Media. 
  2. Make sure the meeting was recorded to the Zoom Cloud, and not locally on the host computer. 
  3. Wait at least 12 hours for the video to be transferred to My Media. 
  4. If the meeting recording still doesn't appear, Go to the 4Help Portal, log in, and click Get Help.
    1. Explain that you're missing a Zoom recording.
    2. Provide the Meeting ID, meeting date/time, and host, if available.
    3. A Zoom administrator will look into the problem. 

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Lecture Capture Video Missing Slides/Content

  1. Switch the playback content. See switching content. Then go to step 3. 
  2. If the content is missing from the content switcher, go to the next step.
  3. Go to the 4Help Portal, log in, and click Get Help.
    1. Explain that your Lecture Capture is missing the content, or that the wrong content stream is playing by default. 
    2. Provide the course number, Canvas site URL, and video date.
    3. A Kaltura administrator will look into the problem. 

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Video in My Media/Media Gallery doesn't play correctly

  1. Make sure you're using an updated version of Google Chrome.
  2. Make sure you aren't running script blockers. See Script Blocker Problems. 
  3. Inform your instructor that the video won't play.
    • If multiple people are having issues, your instructor will troubleshoot and/or contact 4Help. 
    • If it's determined that you're the only one experiencing issues, please go to the 4Help Portal, log in, and click Get Help. 
      1. Explain that the video isn't playing correctly for you.
      2. Provide the course number, Canvas site URL, and video date.
      3. A Kaltura administrator will look into the problem. 

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Video in Modules won't play

To view a Kaltura video, instructors and students must log into Kaltura through Canvas. Login occurs when you click either My Media or Media Gallery, but not when you go directly to a video in Modules. Be sure to go to My Media or Media Gallery before watching videos in Modules. 

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Getting 3rd party cookie error

Default browser security and privacy settings may be protecting users from third party cookies, blocking you from watching videos in My Media and Media Gallery. To add the 3rd party cookies, go to Kaltura's website, then go back to the video in Canvas.  

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Kaltura Capture not working on Mac OS

You may have to change the system settings to be able to run Kaltura Capture on older versions of Mac OS.

First stage:

  1. Go to system preferences.
  2. Click Security & Privacy → General.
  3. Unlock the security padlock.
  4. Click App Store and identified developers.
  5. Lock the security padlock.

Second stage:

  1. Back in system preferences, click Security & Privacy → Privacy.
  2. Unlock the security padlock.
  3. Click Camera.
  4. Enable Kaltura Capture.
  5. Go back to Privacy, click Microphone.
  6. Enable Kaltura Capture.
  7. Go back to Privacy, click Screen Recording.
  8. Enable Kaltura Capture.
  9. Lock the security padlock.

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Captions not displaying

Updates to web browsers security and privacy settings have led to users discovering issues with viewing captions on videos stored in My Media and Media Gallery. Chrome and Edge have more restrictive security settings, but Firefox or Safari can be used as a workaround to view captions.

  1. Playback the video in Chrome/Edge and click the CC icon on the player to check for captions.
    1. If there are no captions, under the video's title and description, click Actions, then Edit.
    2. Click on the Captions tab. Check for any captions files- if there are none, you may need to request captions for your video.
    3. Make sure the Show on Player icon is not turned off to allow it to be selected on the player.
    4. Click Back to Media Page to select the captions on the player.
    5. If captions still will not display, go to the next step.
  2. Check to see if Firefox or Safari has a second caption listed that functions.
    1. Under the video's title and description, click Actions, then Edit.
    2. Click on the Captions tab.
    3. If there is a second caption file available, you can click the Show on Player icon to allow it to be selected on the player.
    4. Click Back to Media Page to select the captions on the player.

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Getting Help

If you need help with My Media, Media Gallery, or Kaltura in general: 

If you still have questions: 

  • For Kaltura in Canvas or at video.vt.edu, go to the 4Help Portal, log in, and click Get Help. Specify where you are having the issue and include the video name, ID, and/or URL if applicable.
  • For questions about intellectual property, contact your department chair or the University Council. 

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