Canvas - Kaltura - How to Fix Media Playback Issues and Error Messages
Many of our UW-Superior courses utilize Kaltura to embed audio and video in Canvas pages. If you’re unable to view embedded media, or see an “Access Denied” error message, please follow these steps to troubleshoot the issue.
If you’re a student, please let your instructor know about this issue right away. Please include a link to the impacted Canvas course and specify where in the course you noticed the issue. Also, please include a screenshot of your entire browser window, including the address bar.
Logout of Canvas and Update Your Browser
Please logout of Canvas completely and log back in before trying any other troubleshooting steps. This will often fix the issue.
If it doesn’t, confirm your browser is up to date using the links below. Install any pending updates.
- Google Chrome: How To Update Your Chrome Browser
- Mozilla Firefox: Update Firefox to the latest release
Restart Your Computer, and Update Your Device
If updating your browser didn’t resolve the issue, restart your computer, and then log back into Canvas. This is also a good time to update your device:
Check Your Browser Configuration
Many media-playback issues are caused by browsers, including cookies and browser extensions.
- Switch to a computer running Windows or MacOS if you’re not already doing so.
- If you’re using Safari as your browser, please switch to either Google Chrome or Mozilla Firefox when working in Canvas.
- If you’re already using Google Chrome or Mozilla Firefox, try switching to the other browser.
If switching between browsers fixes the issue, then your previous browser is likely causing it, and will need to be reconfigured. Chrome should be configured to not “Block all cookies” or “Block third-party cookies.” Firefox will need to be configured to allow cookies as well. Finally, after changing either of those settings, clear your browser cookies.
If you’re still unable to view the video or are still seeing an “Access Denied” error message, please email firstname.lastname@example.org.