Troubleshoot inability to view media files / Canvas

Problem

• How do I troubleshoot errors when trying to view Kaltura media in Canvas?

Resolution

Authorize Kaltura

• If a message displays requesting Kaltura access to your Canvas account:

1. Click the Authorize button
   • If prompted, provide your Miami email and password in a new Kaltura window to authorize
   • You may also click the My Media or Media Gallery links in the Canvas course navigation and follow the steps to authorize Kaltura
2. After authorizing, you may need to refresh your browser or clear your cache and cookies to view the video

Enable third-party cookies

• The Kaltura application requires third-party cookies. If you receive this message, refer to the KB guide for configuring third-party cookies

Browser issues

• Try clearing cookies and cache, updating your browser, or shutting down and restarting your computer

Kaltura is offline

• Check the Kaltura status page to see if there is a problem with accessing Kaltura

Notes

• Miami Online offers Canvas support
  • Office hours and support will be offered throughout each term. Look for an announcement in Canvas
  • Resources for using technology, guides, and best practices can be found on the Miami Online site
• Visit the Canvas Status Dashboard to check performance information for Canvas services
• Instructure provides up-to-date instructor documentation and instructions for Canvas
  • Browse all Canvas Guides by product or see the Canvas Instructor Guide

User

• Canvas Instructor
• Canvas Student

System

• 10185: Canvas