Kaltura - Known Issues (UW-Madison)

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

Active Issues

Canvas - Previewing Embedded Kaltura Media and Interactive Video Quizzes (IVQ) using Canvas's "Student View" Function Does Not Work

When an instructor uses the "Student View" function in Canvas to view a Page or Quiz with Kaltura media embedded using the Kaltura-->Canvas integration the instructor is presented with the message "Access Denied" or a blank space where the media should be. The Kaltura->Canvas integration refers to inserting media in a Canvas Page using the starburst Kaltura icon (Kaltura starburst icon) in the rich text editor. Even though the instructor can't see the media using the "Student View" function the students will still be able to see the media. This will happens with media that is embedded using the Kaltura-Canvas integration outlined in Canvas - How to Embed Kaltura Media in Canvas (UW-Madison) .


This issue affects all browsers and all users.


As of 06/22/2017, this issue is still present.


Enroll a co-worker as a student in your course and have them preview the Kaltura media or IVQ.

Canvas - Migrating Kaltura Media Embedded via LMS Does Not Work in Canvas

If you export content from D2L and Moodle containing Kaltura media that was embedded via the LMS's Kaltura integration, that Kaltura media will not display when imported into Canvas. This occurs because the Kaltura media embedded via the LMS's Kaltura integration tools contains code that is specific to the LMS from which it came.


This affects any users with media embedded in their LMS via the LMS's integration with Kaltura. For example, in D2L via Insert Stuff -> My Media (now disabled) and in Moodle via Kaltura Video Resource. This DOES NOT affect users who embedded their media by using embed code from https://mediaspace.wisc.edu.


Given the nature of this issue, it will always be present.


After you import content into Canvas you will need to replace the Kaltura embed code by either using Canvas's built-in Kaltura embed method or by copying and pasting embed code from https://mediaspace.wisc.edu. It should be noted that if you use Canvas's built-in Kaltura embed method, that code also contains Canvas-specific code that will not work when brought into another LMS or website.

You also have the option to replace your current embed code in D2L and Moodle with embed code from https://mediaspace.wisc.edu. This embed code works after it has been exported from D2L/Moodle and imported into Canvas.

Kaltura Interactive Video Quizzes (IVQs) do not display "Your Answer" and "Correct Answer"

As of 7/24/17 Learn@UW Madison does not recommend instructors use Kaltura Interactive Video Quizzes (IVQs) due to a number of issues detailed below.

Example of Kaltura IVQ feedback issue

When a viewer reviews their answers to a video quiz, the IVQ doesn't display which questions the student got correct or incorrect, and the fields "Your Answer" and "Correct Answer" are always blank. The student can also not see the “Hint” or “Why” text if it was provided.


Originally this was reported to only affect video quizzes that were embedded in Canvas via the Kaltura/Canvas integration. As of 7/24/17 Learn@UW has also started to receive reports of students not seeing feedback for IVQs viewed in Kaltura MediaSpace.


As of 08/1/2017, the issue is still present. The bug has been reported to Learn@UW Utility and Kaltura and is being investigated. On 8/1/17 Learn@UW Madison disabled using new IVQs as Canvas assignments or embedding using them in Canvas using the Kaltura/Canvas integration.


At this point there is no known workaround for students who don't see the correct answer or feedback. Students can try loading the IVQs when they are not logged into Kaltura MediaSpace but this has the downside of not recording their answers in the IVQ's analytics. Because of this Learn@UW is currently not recommending use of IVQs. If you do use IVQs we recommend that you also include an answer key as a Word or Google Doc for those students who can not see the IVQ feedback.

Students on Mobile Devices Receive "No source video was found" Error

Students on mobile devices trying to play Kaltura media may see an error "No source video was found." Thus far the identified reason has been that the original media was of low resolution or datarate and thus Kaltura does not produce the mobile specific version.


Students on mobile devices (iOS and Android) who attempt to play Kaltura media that was uploaded at a low resolution (640 x 360 for example) or data rate where Kaltura does not produce a specific mobile version.


As of 9/13/17 the issue is still present.


If students encounter this issue there are three workarounds:

  1. View the content on a desktop browser.
  2. The instructor can upload a version of the video at 1280x720 with a 4000 kb/s data rate which Kaltura will produce a mobile friendly version of.
  3. Contact the DoIT Help Desk to report the issue and have it escalated to the Learn@UW team to have them manually produce a mobile friendly version of the low resolution problem video.

Video Quizzes Do Not Work in Channel Playlists

When a viewer interacts with a video quiz in a channel playlist they are greeted with an error message. The error message is: "An error occurred, please refresh your browser and try again. If the error persists please contact your administrator". This message is displayed when the viewer clicks Continue after selecting a response.


This affects all users and all browsers.


As of 03/20/2017, the issue is still present. The bug has been reported to Learn@UW Utility and Kaltura.


There are no workarounds at this time. The only option is to not use video quizzes in channel playlists.

Canvas - Interacting with Kaltura Media Presents a Message About Blocked Cookies

When accessing Kalutra media in Canvas the following message is presented: "It seems your browser is blocking 3rd party session cookies which are required for the Kaltura application. To resolve this issue, please update your settings to allow 3rd party cookies."


This issue affects:

  • Safari (Desktop) 10.0
    Only affects media embedded via Canvas's Kaltura integration.
  • Safari (Mobile - iOS) 9.0
    Only affects media embedded via Canvas's Kaltura integration.
  • Chrome (Mobile - iOS)
    Only affects media embedded via Canvas's Kaltura integration.
  • Firefox (Mobile - iOS)
    Only affects media embedded via Canvas's Kaltura integration.


As of 09/7/2017 this issue is still present.


Generally it is recommended that you use a desktop browser like Chrome or Firefox to view Kaltura content in Canvas. See the three workarounds below if you are using one of the browsers this error generally manifests in:

Workaround 1

  • For desktop/OSX Safari users, use an alternative browser like Chrome or Firefox.
  • For iOS Safari users use the Canvas app, the Opera browser, or workaround 3 below. The Opera browser is not an officially supported browser for Canvas but we mention it here for your convenience.
  • For Android users, use Chrome, Firefox, or the Canvas app.

Workaround 2

The Canvas instructor can embed media using embed code from https://mediaspace.wisc.edu instead of embedding via Canvas's integration with Kaltura.

Workaround 3

Add the Canvas/Kaltura cookie to Safari. Adding the cookie can be done in the following manner (iOS, OS X, macOS):

  1. In Safari, navigate to the page that is just before the page that contains the Kaltura media.
  2. Temporarily change your "Block Cookies" setting
    • iOS Users
      1. Open the Settings App.
      2. Go to Safari > Block Cookies.
      3. Make a note about what is currently selected.
      4. Select "Always Allow".
    • OS X / macOS Users
      1. Click Safari > Preferences and click the "Privacy" tab.
      2. Make a note about what is currently selected.
      3. Under "Cookies and website data", click "Always Allow".
  3. Back in Safari, click the link that takes you to the page containing the Kaltura media. The media should load. If the media loads, it means that the cookie has been added to Safari and is now allowed.
  4. Change your "Block Cookies" setting back to its previous setting
    • iOS Users
      1. Open the Settings App.
      2. Go to Safari > Block Cookies.
      3. Select "Allow from websites I visit" or whatever had been previously selected.
    • OS X / macOS Users
      1. Click Safari > Preferences and click the "Privacy" tab.
      2. Select "Allow from websites I visit" or whatever had been previously selected.

Canvas - Kaltura Media Does Not Play

When you click on the play button, the media never plays and you only see the loading spinner spinning.


This issue affects:

  • Canvas Mobile App (Android) 5.5.0
  • Chrome Mobile (Android) 53.0.2785.124


As of 09/29/2016, this issue is still present.


Use an alternative browser like Firefox or Opera.

Kaltura MediaSpace gives "User was not found or is not eligible, choose a valid one." error message when trying to add a user to a channel, change media ownership, or add user as collaborator.

Kaltura MediaSpace will give the error message "User was not found or is not eligible, choose a valid one." 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 or add a user as a collaborator, 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 was not found or is not eligible, choose a valid one."

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

Canvas - Authorizing Repeatedly

When accessing the Media Gallery and My Media, you are required to authorize ever time you visit the page.


For a demonstration of this issue, please see the animated GIF below:



This issue affects all users and all browsers.


As of 07/1/2017, this issue is resolved.


When the bug was present there was no way to make this authorization "nag" screen go away. The only workaround was to click "Authorize" every time.

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, canvas, user, eligible, not, found, student, view, preview, ivq, interactive, video, quiz, mobile, iOS, android, cookie, no, source, video, found   Doc ID:62996
Owner:DoIT AT Media Delivery Support .Group:Learn@UW Madison
Created:2016-04-27 10:41 CDTUpdated:2017-09-13 08:48 CDT
Sites:DoIT Help Desk, Learn@UW Madison
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