Support News

Kaltura MediaSpace - Delays and Service Interruptions (Updated 10/3/20 - Resolved)

Posted: 2020-09-02 09:42:57   Expiration: 2020-10-09 23:59:00

Disclaimer: This news item was originally posted on 2020-09-02 09:42:57. Its content may no longer be timely or accurate.

On October 2nd Kaltura indicated that the ongoing issues users were experiencing with Kaltura MediaSpace and the Kaltura Canvas integration should be resolved. The following chart provides a list of the issues users were previously experiencing:

Reported IssueStatus

Users were seeing errors during or after upload such as Oops! Upload Failed, Oops! Uploaded bytes exceed file size, Oops! Internal database error, or Oops! Failed to match expected file size. This included uploads from Kaltura Capture or lecture capture systems. 

Kaltura removed the degraded status with upload errors on 10/2. More information is available in Kaltura - Known Issue - Upload Results in "Oops!" Error [UW-Madison]. If you experience an upload error you can try uploading again. If you'd like to report the error so we can share it with Kaltura please fill out the Kaltura upload error reporting form.

Media processing times were extended - long duration or high resolution videos were taking 24 hours or longer to become available.

Kaltura reports that media processing times have returned to normal as of 9/17/20. Learn@UW-Madison continues to monitor. If you have media taking over 24 hours to process please contact the DoIT Help Desk.

Some media was slower to playback (buffering or the spinning wheel) - especially media uploaded close to the time of attempted playback.

Kaltura implemented a solution on 9/21. Kaltura and Learn@UW-Madison continue to monitor.

Some caption files if downloaded are empty SRT caption files. The captions still display on user's media. Some machine captions were returned with timings that did not line up to the audio.

Kaltura believes the issue with empty downloaded caption files and mis-timed captions were rare occurrences related to their migration that is resolved and should not occur on new caption orders. Please see [Link for document 106111 is unavailable at this time] and [Link for document 106015 is unavailable at this time] for more information on the issues.

When users would encounter these issues with Kaltura we suggested they retry after 20 minutes, focus on most immediate needs instead of uploading much of the semester’s content, and keeping videos under 6 minutes. Previously Learn@UW-Madison provided temporary alternatives for users to consider if they continued to experience the issues and needed to share content immediately - use WebEx, Zoom, Canvas or Google Drive as an alternative. Regular updates about Kaltura MediaSpace at UW-Madison is available on Kaltura also posts issues on their status page at

-- Learn@UW-Madison: Dan LaValley