UW-Madison Kaltura - Known Issues

This document describes known issues (active and resolved) in Kaltura MediaSpace.

    Active Issues

    Kaltura MediaSpace gives "user does not exist." error message when trying to add a user to a channel.

    Kaltura MediaSpace will give the error message "User username@wisc.edu does not exist." when trying to add a user that has not logged into Kaltura MediaSpace at least once.

    In order to add a user to a channel in Kaltura MediaSpace, the user must have logged in at least once to Kaltura MediaSpace. If the user has not logged in at least once, you will see the following error when trying to add them: "User username@wisc.edu does not exist" where username@wisc.edu will be the login of the user you are trying to add.


    If you see this, please contact the user you are trying to add and ask them to login to http://mediaspace.wisc.edu/ at least once by clicking on the Manage button in the upper right and clicking Login

    Trim and Clip feature not working on longer videos

    The trim and clip features do not work on longer videos (1+ hours). MediaSpace simply gets stuck on the "Your Media is Processing Screen" when attempting to trim/clip longer videos. The trim/clip feature does still work with shorter videos (around 5 to 10 minutes).


    This issue affects all users on all browsers on all operating systems.


    As of 5/3/2016, this issue is still present. On 5/2/2016, Kaltura stated that they have identified the root cause of the issue. They have escalated the issue to their next level of evaluation. No timeline for resolution was provided.

    As of 2/12/2016, this issue is still present. Today we received an update that Kaltura engineers are still evaluating the issue to come up with a solution. As of 1/21/2016 this is still present. It has been reported to the vendor, Kaltura, as case 00085966. We are still awaiting a response. Please keep an eye on this KB document for updates. As of 01/25/2016, Kaltura has confirmed that there is an issue with the trim and clip tools in Kaltura MediaSpace. Further testing is underway.


    For your longer videos it is recommended that you trim/clip them before uploading them to Kaltura MediaSpace. You can use software such as Adobe Media Encoder (freely available via the Campus Software Library) to do trimming. For a video tutorial on how to use Adobe Media Encoder to trim your videos, please see this Lynda.com module (requires NetID authentication). If you own a Mac, you can also use QuickTime X to do trimming. For more information, see this Apple support document.

    Kaltura MediaSpace does not allow users to add caption files (srt) to audio files

    Kaltura MediaSpace does not provide users with the option to add/upload a SRT caption file to audio files.


    This issue affects all users who would like to add captions to audio files


    As of 9/14/2016 this issue is still present.


    Email doit-at-media-delivery-support@lists.wisc.edu and attach the SRT caption file. In the body of the email, please include the title of the audio file to which you would like the captions added and the audio file's media identifier (ID).

    Cannot see Add New button

    Some users report an issue where they cannot see the Add New button and therefore cannot see the Webcam Recording or Screen Recording options.


    All users and all browsers on all operating systems


    As of 9/14/2016, this issue is still present


    This is happening because the size of the browser window is too small. The MediaSpace interface thinks this smaller screen size means that you are on a mobile device. To fix this, make your browser windows a little bigger as illustrated in the animated gif below.


    Videos inserted in D2L via MediaSpace embed code cannot go fullscreen

    Users are reporting an issue with videos placed in D2L using the MediaSpace embed code option. D2L does not allow the video to be played back in fullscreen.


    Workaround 01: Use D2L Insert Stuff, My Media

    This issue does not affect videos inserted into D2L using D2L's built-in Insert Stuff > My Media functionality. Unfortunately this embed method does not allow you to select a custom player. Custom players have download buttons and other options. Custom players can only be accessed via the Kaltura MediaSpace Embed Code method.

    Workaround 02: Create a Content Page from Template

    Instructors can now create pages from templates. The Learn@UW team created a special template as a temporary fix for this issue. It is called KalturaFullScreenFix.html.

    You can create a page from a template using the following steps:

    1. Within the Content tool, after you click Create File, click the Browse for a Template button next to where you enter a title.
    2. The Add a File window will appear.
    3. In the left sidebar of the window, click Shared Files.
    4. Scroll through the list. Toward the bottom, you will see the file named "KalturaFullScreenFix.html". Click the radio button to the left of the file name to select the file.
    5. Click the Add button.
    6. Now you can edit your file like you normally would. Any videos you insert via the Kaltura MediaSpace embed code option should now be able to go fullscreen.

    Workaround 03: Insert Special HTML Code

    The final workaround involves inserting some HTML code into wherever you are embedding a video via Kaltura's MediaSpace embed code option. This special HTML code should not appear on your page. It is essentially invisible. Insert this special code by doing the following:
    1. Click the Insert Stuff button.
    2. When the Insert Stuff window appears, click Enter Embed Code in the left sidebar.
    3. Copy and paste the following into the Embed Code field:

      <!-- NOTE: Do not delete the HTML below this comment. It is there as a fix to allow embedded Kaltura MediaSpace videos to work. For more information see https://kb.wisc.edu/uwmadkaltura/page.php?id=47103 -->
      <!-- End Kaltura Fullscreen fix -->

    4. Click Next.
    5. In the next screen you should not see anything in the preview because this code is hidden. Click Insert.
    6. After clicking Insert, you will be taken back to the text field that you are editing. Just as a reminder, you should not see anything on the page because this HTML is hidden. You can now insert your MediaSpace embed code into this field using the "Enter Embed Code" method. The video you embed should now be able to go fullscreen.

    Kaltura MediaSpace playlists do not update immediately where the playlist is embedded

    Once embedded in a web page, a Kaltura MediaSpace playlist does not update immediately if you change the playlist.

    Kaltura MediaSpace playlists also take some time to update when embedded. This means that if you embed a playlist in a web page and then change something in the playlist - for example if you add or remove a video - you will not see this change reflected in the playlist embedded on your web page for up to 30 minutes. If you still do not see your playlist updating on reloading the web page it is embedded in after 30 minutes, please try clearing your web browser's cache and reloading the web page.

    Resolved Issues

    Kaltura MediaSpace "My Media" embed does not show video chapter markers in videos in Learn@UW

    If you insert chapter markers into a video from Kaltura MediaSpace the chapter markers do not appear when inserting a video into content using the "My Media" feature in Learn@UW.


    All browsers on all operating systems are affected.


    Tentatively resolved for new media as of 9/14/2016, but may still be an issue for older media. The "My Media" feature in Learn@UW is currently unusable.


    If you would like to have the chapter markers appear in videos you are using in Learn@UW, you can: 

    Analytics not populating in .csv document

    When using the "Export to CSV" function in analytics for quiz questions, the data does not populate the document.


    All browsers on all operating systems are affected. Occurs for all media types (YouTube and local videos).


    As of 9/14/2016 this issue has been resolved. 


    No workaround currently exists.

    Kaltura Mediaspace "Share" button does not appear for any Interactive Video Quizzes


    All browsers on all operating systems are affected.


    As of 8/3/2016 this issue is still present. The bug has been submitted to Kaltura.


    As an editor or co-editor of media, you have the option to get to embed code in another screen. Here are the instructions for finding this screen and the embed code.

    1. Go to your "My Media" (https://mediaspace.wisc.edu/my-media) and click the Edit button for the media you wish to embed. Alternatively, if you are on the media page, you can click the Actions dropdown (below the video on the right side) and click Edit
    2. Click the share icon in the upper right corner of the player.

    3. Make sure "Secure Embed" is checked and copy all the text from the embed code box. You can now paste this embed code in your learning management system or website.
    Interactive video quizzes can only be embedded if they use secure embed. This means that your viewers will need to have and log in with a NetID account to view the quiz. Although not yet confirmed by Kaltura, it is believed that the absence of the "Share" button for IVQs is related to secure embedding.

    Kaltura MediaSpace Player download button no longer works

    As of 12/9/2015, the vendor has fixed this issue. The player-based download button should now be working.

    Screen Recorder no longer works in Chrome

    The Screen Recorder tool has been deactivated and replaced with CaptureSpace Lite

    Webcam recorder produces bad audio

    The webcam recorder has been deactivated and replaced by CaptureSpace Lite

    Cannot embed video presentations

    The Video Presentation media type has been disabled. The Timeline tool is now recommended instead.

    Private media items and Microsoft Products

    Users report issues with all versions of PowerPoint (OS X and Windows). Users are placing links to media items in Microsoft products. When users click this link their web browsers never open the media. On OS X they see an error message. On Windows, they get stuck at a login page. This only affects media that is set to "Private".

    This issue only affects Microsoft products 2007 or earlier - you can fix it by updating to the newest version of Microsoft Office. This is a known issue with older Microsoft products. You can read more information about it here: https://support.microsoft.com/en-us/kb/899927.

    Keywords:issue, bug, bugs, error, workaround, fix, D2L, embed, Learn@UW   Doc ID:62996
    Owner:Josh H.Group:UW-Madison Kaltura
    Created:2016-04-27 10:41 CDTUpdated:2016-09-14 10:23 CDT
    Sites:DoIT Help Desk, Learn@UW Madison, UW-Madison Kaltura
    Feedback:  0   0