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Canvas and Kaltura Known Issues

  • Updated

Background

The following article is a list of known issues with Canvas and  Kaltura, along with possible workaround, if applicable, until we're able to implement a fix to resolve.

Index

Issues

April 15, 2022: File Processing Error/Can not Preview files

Problem: File can not be displayed/view while using Speedgrader. The preview of the file shows the error "Error while processing or retrieving the document". 

Workarounds: There are two options that can be done in order to fix this error: 

(Option 1) Students can resubmit their file(s) following these steps:

  1. Click on Profile icon and go to Files
  2. Click on Upload, and select your file
  3. Go to the assignment page and click on Submit/New Attempt
  4. At the bottom of the "File Upload" button, click on the link Click here to find a file you've already uploaded2022-04-15_11_03_54-Testing_google_drive_file_access.png
  5. Select the "My files" folder and select the file that you had uploaded to it, then click on upload and submit.

(Option 2) Instructors can download the files/submissions on SpeedGrader and view it locally on their device.

  1. Go in SpeedGrader and select the student that you want to download the file from
  2. Under "Submitted Files" section, click on the 2022-04-15_11_10_17-Testing_google_drive_file_access___SpeedGrader__09331028_Practice_Course.png button (next to the trashcan icon) to download the file

Canvas technicians are aware of this matter and are working towards resolving the issue of previewing documents in the Speedgrader.

September 15, 2021: Excess space underneath Kaltura embedded media with transcripts

Problem: When embedding your Kaltura media on Canvas pages using the transcript widget, there is extra space underneath the player where text on the Canvas page should be.

Workaround: When embedding your content, click on the button with the gear icon and select "Player Without Transcript" as the player. This will remove the transcript feature from the player and the spacing issue will be resolved.

mceclip1.png

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We are currently working with Kaltura Support to determine a suitable workaround if you'd like to include the transcript with your player.

June 24, 2021: Kaltura Capture app not updating automatically on MacOS

Problem: The Kaltura Capture app typically updates itself automatically to the latest version while it's running. Some users running the app on MacOS report the app not running the auto-update and find themselves with an older version.

Workaround: If you are running MacOS and see that your Kaltura Capture app version hasn't updated, restart your computer to see if forces the update.

(Resolved April 22, 2020) April 3, 2020: Users recording presentations with Kaltura Capture report audio/slide sync issues

Update (2020-04-22):There is a new Kaltura Capture version (v4.2.78) available. Please check the version you're using (by opening Kaltura Capture, clicking Manage, then info icon) and if uninstall if not v4.2.78.

Problem: Users recording in presentation/slide show mode in PowerPoint using Kaltura Capture may result in inconsistently displaying some slides out of sync with the audio and advancing of the slides in the final recording.

Instead of the expected behavior of viewing the slide at the exact time that the user advanced and begins speaking on the recording, the previous slide continues to show.

Workaround: Avoid recording in presentation/slide show mode on PowerPoint and record a cropped screen capture recording of your desktop, along with your voice.

(Resolved April 22, 2020) March 12, 2020: Screen capture and/or webcam recordings have audio/video sync issues

Update (2020-04-22):There is a new Kaltura Capture version (v4.2.78) available. Please check the version you're using (by opening Kaltura Capture, clicking Manage, then info icon) and if uninstall if not v4.2.78.

Problem: Users recording their screen and/or webcam with audio in Kaltura Capture may result in audio/video sync issues when viewing the final video.

Instead of the expected behavior of hearing the audio synced correctly with the screen and/or webcam recording, there appears to be a lag upon playback.

Workaround:

  1. The audio/video sync issue can be prevented from happening by setting "video" as a parent instead of the "screen" in the localSettings.json file which can be found here:

    Mac OS:
    /Users/<username>/Library/Preferences/Kaltura/Capture/Settings

    Windows:
    C:\Users\<Username>\AppData\Local\Kaltura\Capture\Settings

    Make sure the "defaultSessionsConfiguration" value for the affected user is as follows:

    "defaultSessionsConfiguration": ["video", "screen"],
    "primarySessionName": "session0"

  2. Change your camera and/or screen recording quality in Kaltura Capture settings to 480p (screenshot below), then re-record your video. The new recording should not have an audio/video sync issue.

If you continue to experience issues please submit a help request and we'll work with you to troubleshoot.

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