Kaltura - Known Issue - SRT caption files sometimes download as empty files (Resolved)

This document describes a rare issue where machine caption or professional caption files sometimes download as empty files for users in Kaltura MediaSpace or via the Canvas Kaltura integration.


For example users following the instructions in Kaltura - How to download a captions file from media in MediaSpace (UW-Madison) will seem to download the SRT caption files successfully. Once the user tries to open the file it will be empty.

Affects

  • Users who order machine captions in Kaltura MediaSpace or the Kaltura Canvas integration
  • Users who order professional captions in Kaltura MediaSpace or the Kaltura Canvas integration

Status

After investigating Kaltura believes the issue was the result of unexpected behavior due to their cloud migration work and should not occur again. If you try to download a caption file and find it to be empty please report the issue to the DoIT Help Desk for investigation and escalation to the Learn@UW-Madison team.

Workaround

Currently the only workaround to get SRT files in this situation is to contact the DoIT Help Desk, describe the issue, provide the media's name and entryID (if possible) and ask for escalation to the Learn@UW-Madison team. A Learn@UW-Madison team member can download the SRT caption file via the admin tools to share with you.