I do not see my video uploaded to My Media using Kaltura Capture

The problem: You may not see your videos uploaded to My Media using Kaltura Capture.


The solution: Ensure you have the latest version of Kaltura Capture. Then Click on Manage and then the "i" icon. Click on "sign out" next to Connected user and close the Kaltura Capture application. Re-open Kaltura Capture from either media.kpu.ca or Moodle, and ensure you are connected again. (When connected, Connected user should display your banner ID.) Try a new upload. 

Kaltura Capture is not working on my KPU issued laptop

Note: This issue only pertains to KPU issued laptops.

The problem:

Windows is giving you an error that the app has been blocked by the System Administrator. Recently, IT made some changes to Group Policy that unexpectedly caused this.


The solution:

Please call the IT Service Desk at (604) 599-2116, and we'll remote to your computer and fix your Kaltura issue over the phone.

Kaltura Capture is not working on Mac running Catalina OS

To fix, download the latest version of Kaltura Capture for Mac OS. Also, check that the camera and microphone are unlocked from system preferences.

Audio and video are out of sync

  • Check the version you are using. In the Kaltura Capture library, click the(info)information icon to see the listed version.
  • If you are using a version older than 4.0.290, then refer to Installing/launching Kaltura Capture in Moodle for instructions on how to upgrade.
  • Computers running Windows and Mac will auto-update. (Leave it running in the background for 10-15mins.)

My media is stuck uploading and won't display in My Media

The Problem:

This is an odd occurrence, but there have been a few reports of this and is likely due to a network failure or slowdown. 


It is hard to pinpoint on what side of the connection the issue resides. If the issue coincides with downtime or outages at KPU (or with our service provider), then that is likely the cause. Alternatively, it can be on the end-users side. Shaw connections drop every now and again for no reason, and there has been download fails as a result.


Solution #1:


Click on Re-upload.



Solution #2:


You can retrieve your video/audio recordings in your local hard drive, so long as you have not deleted it. To find the original recording on your computer, follow these steps:

  1. Open up the original recording folder. (This may be different from below if you have changed your Kaltura default path.)
    Windows - C:\Users\<username>\AppData\Local\Kaltura\Capture\

    Mac - /Users/<username>/Library/Preferences/Kaltura/Capture/recordings/

  2. Now sort your video by date and find the video/audio file of the recording. (It should be a very long filename with either .mp4 or .mp3). 
    (e.g. DAD5E1DE-9717-4333-A8F7-7CA3C64A19B4.mp4)
  3. Now go to My Media and then upload the video/audio file to My Media.


Note: If you do not see the AppData folder in C:\Users\<username>\, enable view hidden files and folders.


Note: If you do not see the Library folder in Mac - /Users/<username>/, Press Command + Shift + . (the period key). This will show hidden files in the folder. 





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This work by Kwantlen Polytechnic University (KPU) is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.