Student Kaltura Help

Nearly all issues students have run into on Kaltura have been solved by doing one or more of the following:

• Go to video.cedarville.edu instead of going to Kaltura's website. Look on the top menu bar for Kaltura Learning.
   
• Sign in with your Cedarville credentials. You don't have to create a new account; Cedarville has already created one for you.
   
• Enable screen sharing, camera, and microphone permissions in device's settings.
   
• Clear the cache, cookies, and browsing history for all time.
   
• Open the application in a different browser (i.e. Firefox instead of Chrome).
   
• Open the application on a different device.
   
• Use this link to check Kaltura's status to determine if it is strictly a Kaltura issue.

For Mac devices, the first step that should be taken is enabling privacy settings for Kaltura Capture. Follow the process in this link to enable privacy settings on your Mac device. this can resolve common error messages such as:

• "Failed to start recording. Please try again."
   
• "Failed to stop recording. Please try again."
   
• "Failed to load secondary device. Please restart the application."
   
• "Failed to load audio device. Please restart the application."

Below are problem-specific troubleshooting that has worked in the past.
Use the links below to quickly jump to a section in this article:

I can't see the video my professor posted.

First, try to open the video in a different browser (i.e. Firefox instead of Safari).

If that does not solve the issue, try to clear the cache, cookies, and browsing history for all time.
 

There is no "play" button on the video my professor posted.

Try to open the video in a different browser.

If that did not work, Kaltura may be down. Click on this link to check Kaltura's status.
 

I created a new Kaltura account, but it won't accept my login information.

Do not create a new account. Cedarville already has one created for you.

Go to video.cedarville.edu instead of going to Kaltura's website. Sign in with your Cedarville credentials.

Kaltura is recording video but not sound.

To resolve this problem:

1. Enable screen sharing, camera, and microphone permissions in device's settings.
   Click on this link for directions on enabling these settings on your Mac.
    
2. Ensure the proper microphone is selected by clicking on the audio dropdown button.
   

Error Message: "Oops! Cannot resume the upload, original file was not found."

To resolve this video upload error, try these troubleshooting solutions:

1. Ensure you are accessing Kaltura through video.cedarville.edu and logging in using your Cedarville credentials.
    
2. Try to upload the video to Kaltura in a different browser and/or a different device.
    
3. If the issue persists, it is most likely a Kaltura issue.
   You can use this link to check Kaltura's status, and you can contact Cedarville's IT department if you need to get in contact with Kaltura.

Error Message: "It seems your browser is blocking 3rd party session cookies which are required for the Kaltura application."

Cedarville students and faculty have reported this issue on multiple occasions, and there are a variety of solutions that worked for them.
Here are some troubleshooting steps to try:

• Uncheck the box called "Prevent cross-site tracking."
  If you are using Safari, go to [Settings]>[Privacy] 
   
• Enable cookies in your browser settings.
  If you are using Safari, go to [Settings]>[Privacy]>Deselect [Block all cookies].
   
• Open the application in a different browser (i.e. Firefox instead of Chrome or Chrome instead of Safari).
   
• Clear the cache, cookies, and browsing history for all time.
   
• Go to video.cedarville.edu instead of going to Kaltura's website.
   

Error Message: "Failed to stop recording. Please try again."

The error message may also read "Failed to load secondary device. Please restart the application." OR "Failed to load audio device. Please restart the application."
The error occurs because you have not given Kaltura Capture permission to use your camera and microphone or to see your screen.
To solve this issue:

1. Enable screen sharing, camera, and microphone permissions in device's settings.
   Click this link for directions on enabling these settings on your Mac. 
    
2. Go to video.cedarville.edu, and login using your Cedarville credentials.
   Then, click on the [Add New] dropdown menu, and click [Kaltura Capture].
   
   

Error Message: "Failed to start recording. Please try again."

To resolve this error message that appears when you click "Record," try these troubleshooting solutions:

1. Make sure your device has the applicable permissions turned on for Kaltura (screen sharing, microphone, camera).
   Click this link for directions on enabling these settings on your Mac.
    
2. Make sure you are accessing Kaltura through video.cedarville.edu and logging in with your Cedarville credentials.
    
3. If the problem persists, it is most likely a device issue. Try to record your Kaltura video on a different device.

Error Message: "Less than 1GB of memory, Kaltura cannot run."

If you know that you have enough storage and this error message appears, you need to enable screen sharing permissions in your device's settings.

Click this link for directions on enabling these settings on your Mac.

If Additional Help Is Needed:

If you have attempted to follow the steps in the article above and the issue has not been resolved, you can reach out to IT support for additional support. You can contact the IT support  by phone: 937-766-7905, or email: techhelp@cedarville.edu.

When you reach out to IT to open a new ticket, please include the following information:

• The type of device you are using
• The name and number of the course, as well as the instructors name
• Indicate if you have attempted to follow the steps listed in the article above

In the meantime, we recommend contacting your instructor to inform them of the issue. Please inform them that you have contacted CU IT support and that your case has been escalated for further investigation. This ensures they are aware of the situation and can account for any impact on your course requirements.