Kaltura: Common Issues - Browser Loading Issues, Can't Open This Page Error

Summary

User receives a "Can't Open this Page" error where a Kaltura video,  Kaltura Quiz, or Kaltura Playlist should be loading in Canvas. 

 

Environment

Browser: Chrome, Firefox or Safari 

 

Issue

User receives a "Can't Open this Page" error where a Kaltura video,  Kaltura Quiz, or Kaltura Playlist should be loading in Canvas. 

 

Resolution

General troubleshooting steps

This article pertains to the following circumstance:

When trying to open a Kaltura Video, Quiz, or playlist in Canvas a webpage partially loads and displays the message:

"Can't Open this page" where a piece of Kaltura media should be. 

The cause of this issue is related to how web-browsers are configured to handle HTTP cookies.  
By following the steps below you can adjust your web-browser's HTTP cookie settings to allow access to the Kaltura media gallery and to view videos posted by others in Canvas.

Before changing settings we recommend: 

  • Using another Browser (recommended), this is especially the case if you do not want to change your privacy settings in your current browser. 

 

Safari

Kaltura: Troubleshooting 3rd Party Cookie Errors - MacOS

 

Firefox

  • Open the Firefox web-browser
  • Click on the word Firefox from the top menu bar
  • Click on Preferences
  • Click on the Privacy & Security tab
  • Under Browser Privacy
  • Select Custom
  • Deselect Cookies
  • Close the Preferences window
  • Reload the Canvas Webpage 

 

Google Chrome

  • Open Chrome
  • Select the word Chrome from the top menu bar
  • Select Settings
  • Click on the hamburger menu (menu with three lines)  
  • Click on the Privacy and security tab 
  • Select Third Party Cookies 
  • Toggle Off Send a "Do Not Track" request with your browsing traffic. 
  • Under Sites that allow 3rd party cookies 
  • Click Add 
  • Type in "Kaltura.com"
  • Click Add 

 

Result

The videos you could not view, will now load. 

 

Further Readings

Kaltura: Troubleshooting 3rd Party Cookie Errors - MacOS

 

Need additional help?

Visit the Technology Help Desk Support page to locate your local campus contact information or to submit an online technology support request.  For password issues you must call or visit the Help Desk in person.  

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