Kaltura - Common Problems

Owned by Kendall Thompson (Unlicensed)
Last updated: Oct 13, 2020
3 min read

For general questions about Kaltura, please see the Earlham Libraries Libguide: https://library.earlham.edu/kaltura

 

Problem: “Access Denied” or “Your browser will not accept 3rd party cookies” or “Secure connection failed”

Solution: By following the steps below you can adjust your web-browsers HTTP cookie settings to allow access to the Kaltura media gallery and to view videos posted by others in Moodle. 

Chrome

 

Chrome

 

  1. On your computer, open Chrome.

  2. At the top right, click Settings (three vertical dots).

  3. Under "Privacy and security," click Cookies and other site data.

  4. Select an option:

    • “Allow all cookies”

OR

  1. On your computer, open Chrome.

  2. At the top right, click Settings (three vertical dots).

  3. Under "Privacy and security," look for the heading Site Settings

  4. Select Cookies and Site data

  5. Select the following options:

    • “Allow all cookies” (On)

    • Block third-party cookies (Off)

Source: https://support.google.com/chrome/answer/95647?co=GENIE.Platform%3DDesktop&hl=en

Safari

 

In the Safari app on your Mac, choose Safari > Preferences, click Privacy, then do any of the following:

  • Uncheck the box called “Prevent cross-site tracking”.

  • Always allow cookies: Deselect “Block all cookies.”

    Websites, third parties, and advertisers can store cookies and other data on your Mac.

Source: https://support.apple.com/guide/safari/manage-cookies-and-website-data-sfri11471/mac

Firefox

 

  1. Visit the website.

  2. Click on the shield to the left of the address bar.

  3. Toggle the switch at the top of the panel.

    This will turn off Enhanced Tracking Protection for this site. The page will reload automatically and allow trackers on this site only.

Source: http://mzl.la/1BAQzYZ

Edge

 

  1. Open Microsoft Edge and then select Settings and more  > Privacy & Security

  2. Select “Don’t block cookies” from the drop-down menu under “cookies.”

Source: https://support.microsoft.com/en-us/help/4027947/microsoft-edge-delete-cookies

iOS

 

 

  1. Open Settings, then scroll down to Safari.

  2. At the bottom make sure that “Prevent Cross-Site Tracking” and “Block all cookies” are both disabled (grey, not green).

Kaltura will not work in Chrome or Firefox for iOS. Microsoft Edge for iOS does allow third-party cookies-- follow the instructions outline above.

 

Problem: Inability to record in browser [Safari]

Solution: For users unable to record using ExpressCapture on Safari, we recommend changing browsers or using the application version on the computer (Kaltura Capture).

 

Problem: Upload process fails

Solution: Occasionally a weak connection will result in an error message that the process has failed. Unfortunately, the best advice in this situation is to wait until you have a stronger connection.

 

Problem: Lack of Memory or video creation/upload fails

Solution: Sometimes users will receive an error message about a lack of available memory. This may result in a failure of video creation or a slow or stalled upload process. We strongly recommend closing any unneeded applications on your computer and trying again.

 

Problem: Where are my captions?

Solution: Captioning does not appear immediately and can take up to an hour to complete, depending on the length of the video.