Overview
This document provides basic information on common Kaltura Capture errors and how to troubleshoot them. It provides some strategies for addressing known issues and common messages when using the desktop application.
Considerations
The following are general troubleshooting tips:
- Ensure the device can support Kaltura Capture by checking the prerequisites and system requirements.
- If you are having issues recording an input (such as a microphone or webcam), try recording a short video with only one input. For example, record a video with just your microphone or the webcam to isolate the issue.
- Check your system permissions, as this can affect access to the program. This is a common error with Mac users.
- Test your internet connection to ensure you have a robust enough internet connection to upload the video file. Test your speed by going to fast.com. The test will initially run and show you your download speed. Click the "Show more info" button to see your upload speed.
Common Issues or Errors
Problem 1: Not enough free space / Memory under 1 GB error message
Memory under 1 GB. Free up storage to create a video.
This error appears in the upper right corner of the screen when you first open Kaltura Capture and tells you that you don't have enough free space locally to capture the video. The amount of free space on your device can differ based on whether you are capturing several inputs (webcam, screen, or microphone), the resolution you are capturing, and the length of the video.
Generally, this error appears when you run too many applications—close unnecessary applications before creating a video. If the problem persists, reach out to LTS HelpDesk.
Problem 2: Failed to start/stop a recording
This issue can appear under the following errors:
- Failed to start recording. Please try again.
- Failed to stop recording. Please try again.
- Failed to load secondary device. Please restart the application.
- Failed to load audio device. Please restart the application.
- Failed to close recording file.
This error is common for macOS users. If you see any of the errors listed above when starting or stopping a recording, check that Capture has system permission to access your screen, camera, and microphone. Please see the guide on enabling system permission.
Problem 3: App not starting after install
This issue occurs on the first usage of the application. Because Kaltura Capture is tied to your EAU number, the application must be launched (or opened for the first time) in the MyMedia instance in Canvas or the MediaSpace portal. By opening it in one of these instances, the connection of your credentials and the Canvas integration is being made.
- On a university-owned computer, see steps 4-5 in the Kaltura Capture Installation guide.
- On a personally owned computer, see step 10 in the Kaltura Capture Installation guide.
Problem 4: Video Won't Upload to MyMedia
This issue occurs when the connection between Kaltura Capture and the Canvas MyMedia integration is no longer connected or is connected incorrectly. This error can look like the progress bar fluctuating from 0-100% as the video is uploading.
To fix, do the following:
- Open Kaltura Capture on your desktop.
- Click the Manage link right underneath the Kaltura logo.
- Click the Information icon (the small circle with an "i") or your user profile name at the top.
- Click Sign Out.
- Close the app completely.
- Open your web browser, log into Canvas, and go to My Media.
- Click Add New > Kaltura Capture. This will launch the desktop app from the web and force it to re-authenticate your account.
- Go back to Manage to ensure your EAU# is connected.
- Find your video within the Kaltura video library (look for the file button), and hit Re-Upload.