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Kaltura - Known Issue - White space displays where Kaltura video should be in Canvas or no media in MediaSpace

This document describes a rare issue where a duplicate Kaltura user account can be created for a user. This causes that user to lose the ability to view embedded Kaltura media in Canvas, Kaltura My Media, Kaltura Galleries, or Kaltura MediaSpace.


If a duplicate account has been accidentally created the user will not see the embedded media - there will be a blank space where the video is supposed to display. In Canvas clicking on the user's icon and then selecting Kaltura My Media or Kaltura Gallery will also result in a blank white screen.

Affects

This issue is rare and can effect students, instructors, or staff users who access Kaltura media in Canvas.

Status

This issue is present as of 9/16/20. 

Workaround

Users can try disabling privacy or ad-blocking software that could be causing issues (see Kaltura - Known Issue - Privacy and ad-blocking software can cause issues with Kaltura MediaSpace ). Try an incognito browser which doesn't load most of the plugins you may have configured. 

If you still can't display Kaltura media in a Canvas course contact the DoIT Help Desk. If they are unable to help you resolve the situation they will escalate the ticket to the Learn@UW-Madison team to help resolve.




Keywords:kaltura, mediaspace, duplicate, user, account, white, screen, blank, nothing, canvas, gallery, media, my, mediaspace   Doc ID:105872
Owner:Dan L.Group:Learn@UW-Madison
Created:2020-09-16 11:23 CDTUpdated:2020-09-16 13:26 CDT
Sites:DoIT Help Desk, Learn@UW-Madison
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