Topics Map > Kaltura > Known Issues

Kaltura Capture (Known Issue) - Uploads from Version 4.2.110

There is a known issue with Kaltura Capture version 4.2.110 (October 25, 2020), where some users are unable to upload videos. Kaltura's recommended solution is to uninstall Kaltura Capture, delete a settings file, and reinstall.
Users encountering this problem may run into a variety of error messages, ranging from "Pending" to "We are unable to connect right now. Please check your network and try again later." A common thread is that users had in the past used CaptureSpace, a previous version of Kaltura's recording software used until June 2019.

Kaltura suggests that the issue is related to a lingering CaptureSpace role schema remaining on the user's computer. Until the latest version of Kaltura Capture, this was not relevant, as the permission set was basically the same.

To resolve the issue, an individual should:

1) find and copy any Kaltura Capture videos they haven't uploaded yet

2) delete the Kaltura Capture app from their computer

3) delete the externalSettings file from the Settings folder. The Settings folder is located at:

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

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

4) reinstall Kaltura Capture by going to the "Add New" menu in Kaltura Mediaspace or the Canvas's integration

Users who continue to be able to unload Kaltura Capture videos after these steps should ask their campus's Kaltura administrator to submit a ticket to Kaltura Support.

Keywordsvideo, upload, recording, capturespaceDoc ID107075
OwnerThomas A.GroupUWSA DLE
Created2020-11-10 11:08:35Updated2020-11-10 14:56:41
SitesUniversity of Illinois Technology Services, UW System Administration DLE
Feedback  0   4