Overview
This document provides some basic information on how to troubleshoot Canvas and MyMedia/Kaltura integration issues. It provides an overview of the issue/error as well as some troubleshooting strategies to try.
Common Issues Relating to Canvas/My Media Integration
Problem 1: Access Denied
When accessing Kaltura videos embedded within a Canvas page, users may experience an Access Denied error. This happens frequently if multiple videos are embedded on a Canvas page. Typically, the error is fixed by reloading or refreshing the Canvas page. Different videos may produce the error upon reload, making the error difficult to reproduce. To learn more about the error and how to fix it, please see the Access Denied guide.
If the problem persists or none of the videos on a page load correctly, please reach out to the Help Desk.
Problem 2: Enable Third-Party Cookies Error
“Your browser is blocking 3rd-party cookies, which are required for Kaltura. Please enable 3rd-party cookies in your settings.”
Kaltura/MyMedia needs these cookies to communicate with Canvas for identity verification and video storage. If cookies are blocked, Kaltura/My Media may not work. Learn how to enable third-party cookies.