Kaltura Capture: General Troubleshooting

Summary

If you're having issues with Kaltura, this article will go through some common troubleshooting items. 

How-To

Instructions

Kaltura Capture recording issues 

Failed to record or open

• Restart your computer. This is particularly helpful if you haven't restarted your machine in a while. 
• Try re-downloading\updating Kaltura Capture
• Completely remove the application and install using the following directions

  • Install the Kaltura Capture application

  • Remove the Settings folder from the following path:

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

    Mac: /Users/<Username>/Library/Preferences/Kaltura/Capture

  • Uninstall the Kaltura Capture application
• If you receive a failed to record error along with an error that says something about storage, check that you have enough storage on your computer. Remember, video files can take up a good amount of space, so you'll want to check your machine storage. If your storage is near full, you'll want to remove some files to allow your computer to use Kaltura Capture. 
  • You may need to delete files from the Kaltura Capture library on your computer or by finding the Kaltura media files on your computer in local storage. 
• If you see the issue: "Less Than 1GB of Memory, Kaltura Cannot Run"
  • You likely need to uninstall completely and reinstall to allow permissions to your machine. 
    • Uninstall the application itself by moving its icon to Trash.
      • Remove Kaltura folder from the following location: Mac OS: /Users/<username>/Library/Preferences/Kaltura 
      • Restart your computer.
      • Install the latest application version
      • Make sure to allow proper permissions - Mac instructions on the security settings

Audio/video issues

• Check your volume. Check that your camera isn't covered up. 
• Check the audio and video during a session under each relevant icon if you need to test again or change your audio/video source - see Kaltura Capture:Overview
• Make sure you have granted Kaltura Capture permissions to access your machine - Mac instructions on the security settings 
  • If you see any of the errors listed below try the above instructions
    • "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.
• Lastly, try Zoom, Microsoft Teams or another tool that records your audio and video to make sure this isn't reoccurring across software and that it may be a hardware issue. 
  • If you find that you think you have a hardware issue, visit your local campus Desktop Support location or your Help Desk. 

File Issues 

• You should check the local copy of the video to ensure it is not corrupted before manually uploading it to Kaltura.  If the video is corrupted, you will need to record the video again.  

Kaltura Capture upload issues

Uploading times at the beginning and ends of the semester tend to be slower, due to many users uploading. 

• If this takes longer than usual or stops, you can try stop and re-upload
  • You can access Re-Upload if you've closed capture from the Manage button. 

• Restart your computer (if you haven't done this in awhile)
• Try re-downloading\updating Kaltura Capture
• If you are unable to re-upload from Kaltura capture, locate the media from your local Kaltura library upload through My Media

Kaltura (My Media) API Error or Access Denied issue

• First logout of Kaltura then log back in 
• Try another Browser 
• If you have an API Error or an Access Denied issue that continues, please submit a ticket using the Lecture Capture Service Request below with a screenshot or error code message. 

Outcome

Users can understand the most common issues with Kaltura Capture. 

Further Readings

Kaltura media files on your computer in local storage

Mac instructions on Kaltura Capture and security settings

Kaltura Capture:Overview

My Media

How to clear cache and cookies in a browser

Need additional help?

Please fill out the Lecture Capture web form with as much information as possible or contact the Technology Help Desk on your local campus.