Below are reported known issues with Kaltura (video management platform) and are being looked at by the vendor. Please use the T&L / IT joint service portal to report any abnormalities. (Issues listed from oldest to newest)
Web browser and iOS devices are blocking 3rd party session cookies
[RESOLVED]
The problem: When trying to access Kaltura using Safari in Moodle, an error is displayed: "It seems your browser is blocking 3rd party session cookies which are required for the Kaltura application."
The solution:
Safari has a privacy setting enabled that prevents tracking between websites. This is preventing Kaltura from displaying your media properly. More information can be found on Apple's website: https://support.apple.com/en-ca/guide/safari/sfri11471/12.0/mac/10.14
For Web browser:
- Use another web browser (recommended).
If you prefer to not change the privacy setting on Safari, use either Firefox or Chrome to access Kaltura media. - Disable the privacy setting.
- Go to the Safari menu in the toolbar.
- Select Preferences.
- Navigate to the Privacy tab.
- Uncheck the setting labelled: "Prevent cross-site tracking"
- Close the preferences window and refresh the page. Kaltura will now display correctly.
For iOS devices:
- Go to Settings
- Select Safari
- Scroll down until you see privacy & security section
- Disable the setting labelled: "Prevent cross-site tracking"
- Go back to Safari and refresh the page. Kaltura will now display correctly.
Getting logged out of Moodle when embedding a Kaltura video
[RESOLVED]
The problem: Reports of users having issues with the Google Chrome web browser when embedding a Kaltura video resource into Moodle.
Sometimes "A required parameter (URL) was missing." error will display.
The solution: The issue is now fixed on Kaltura's end. If the issue persists, please ensure the web browser is updated and the cache is cleared (Instructions).
KPU issued laptops can't open Kaltura Capture (the app is blocked by the system administrator)
[RESOLVED]
The problem: After the recent update of Kaltura, the recording tool "Kaltura Capture" has been updated to a more recent version (4.2.83). However, those with KPU issued laptops are unable to get the update and are blocked from using Kaltura Capture.
The solution: Please call the IT Service Desk at (604) 599-2116, and we'll remote into your computer and fix your Kaltura issue over the phone.
KMS Go (mobile app) is not functioning
[RESOLVED]
The problem: The Kaltura mobile app KMS Go does not allow me to login.
The solution: Download the new Kaltura mobile app.
Analytics and video statistics are showing 0
[PARTLY RESOLVED]
The problem: (1) Video statistics and analytics are not displaying all 0 views. [RESOLVED] (2) Analytics is showing a jumbo line of text and numbers and I can't identify who has viewed the videos. [A FIX IS IN PROGRESS]
The solution: The new analytics is currently being configured for correct data flow and modification for privacy. It is currently unavailable and will be announced in proper communication channels.
Some students are unable to view/access Kaltura videos in Moodle
[RESOLVED]
The problem (100263): Video doesn't open or displayed blank for the user. The user may get an error "The user hasn't the required capability to use this service." With teacher or admin accounts, videos display fine. (Replicate by logging in as the user.)
The solution: Please call the IT Service Desk, and report the issue.
Captioning is not being processed
[RESOLVED]
The problem: Your caption request is taking longer than 30 minutes to process, or not processing or processed with an error.
The solution: Please call the IT Service Desk, and report the issue.
I have many caption files after requesting just one caption
[RESOLVED]
The problem: You are seeing more than a dozen caption files (SRT) after requesting for caption.
The solution: This has been an identified error. There is no issues with displaying your captions, it is just that you will see many caption files in the captions tab. You can choose to ignore it, or remove it. Instructions to remove is below:
- Download one of the SRT files and rename to .txt
- Edit the captions in the .txt file and convert back to .srt
- Upload edited .srt file with a new file name
- Delete all the duplicate .srt files so only edited file remains
Grading a Kaltura media assignment with no submissions
[UNRESOLVED]
The problem: When grading a Kaltura media assignment with no submissions, it returns a submission dated 31 Dec 1969 4:00PM (50 years early)!!
The solution: This has been an identified error. The Kaltura team is currently investigating a fix.
Videos viewed by others are sometimes getting Access Denied
[RESOLVED]
The problem: Kaltura videos in Moodle is displaying Access Denied by some students. Kaltura has identified a synchronization issue and is looking into a resolution.
The solution: This has been an identified error. The issue is now resolved.
Video quiz questions not saving, and disappeared.
[RESOLVED]
The problem: Kaltura video quiz shows my questions in preview. But when saved and published, my questions have disappeared.
The solution: This has been an identified error. The issue is now resolved.
On the KPU-issued laptop, audio is not being recorded.
[RESOLVED]
The problem: The audio in the Kaltura Capture is not working.
The solution: Because "Realtek" is the KPU's laptop integrated microphone, please use it as an audio device while creating a Kaltura recording.
Firefox 96.0 error
[RESOLVED]
The problem: After updating your Firefox browser to 96.0, it displays a "3rd party session cookies" or "Access Denied" message. The issue occurs regardless of privacy & security settings.
The solution: The problem is now resolved. Note, you may need to clear browser cache.
This work by Kwantlen Polytechnic University (KPU) is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.