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What to do if you get an 'Access Denied' message, a request for authorization, or a blank page when trying to access video-related pages in Canvas. Wasd (ledwan) mac os.

Problem

When you click on 'My Media' or 'Media Gallery,' you receive an 'Access Denied' message, a request for authorization from Kaltura, a blank page, or another error message that prevents you from seeing any of the page content.

Solution

There are a variety of reasons that you aren't able to access video-related content in Canvas. Prison (mightycrazyfoo) mac os. Note that the solutions below are separated based on whether or not you're the media owner.

Try any or all of the following solutions, and email kaltura@ucsd.edu if none of these work for you.

For Students / Media Viewers

If you don't own the piece of media in question, try the solutions below.

Log Out and Log Back in

Some 'access denied' messages are the result of a so-called 'stale login.' (That is, your Kaltura and/or Canvas credentials have expired behind the scenes.)

Log out of Canvas, log back in, and try to access the video-related page(s) again.

Ensure Your OS is Up-to-Date

Canvas and Kaltura employ web security that requires some of the latest operating system updates. Ensure that your operating system has been updated to the most recent version. We've noticed in particular that older Mac OS operating systems disallow viewing Kaltura media.

Ensure your Browser is Up-to-Date

Your browser should be fully updated. Follow the instructions provided by the browser's developer to ensure that your browser is updated as much as possible.

Do note that Kaltura advises users to utilize Google's Chrome browser for best results.

Check your Cookies Settings

Cookies may not be configured correctly in your browser. Because Canvas is communicating with a third-party video service (Kaltura), it's important that these settings be correct. Find your browser below and ensure that your cookies settings are correct. Brighter day (itch) mac os.

Chrome

1. In Chrome's URL bar, type chrome://settings/
2. Click on 'Privacy and Security' on the left.
3. Click 'Site Settings.'
4. Click 'Cookies and Site Data.'
5. Make sure that the radio buttons for 'Block third-party cookies' and 'Block all cookies' are not selected.

Log out of Canvas, quit Chrome, re-open it, and log back into Canvas. Try checking the Media Gallery or 'My Media.' If the problem persists, then you should try clearing your cookies. Here's how:

1. In Chrome's URL bar, type chrome://settings/privacy
2. Click 'Clear browsing data.'
3. Select the box for 'cookies and other site data' and then click 'clear data.'

Safari (Mac Only)

1. Open Safari, click Safari > Preferences.
2. Click the 'Privacy' tab at the top of the window that opens.
3. Make sure that 'block all cookies' is unchecked.
4. Also ensure that 'prevent cross-site tracking' is unchecked.
5. Log out of Canvas, quit Safari, re-open it, and log back into Canvas.

Try checking the Media Gallery or 'My Media.' If the problem persists, then you should try clearing your cookies. Here's how:

1. Follow the instructions above to get to the 'Privacy' tab of Safari preferences.
2. Click 'Manage Website Data.'
3. Click 'Remove All.'
4. Log out of Canvas, quit Safari, re-open it, and log back into Canvas.
5. Try checking the Media Gallery or 'My Media.'

Firefox

1. Within Firefox, click on the word 'Firefox' from the top menu bar and select 'Preferences…'
2. Click on 'Privacy & Security' in the left navigation of the preferences window.
3. In the 'Browser Privacy' section, select the radio button for the section labeled 'Custom.'
4. Uncheck the box for 'Cookies.'
5. Confirm that you want to make the change (it may require reloading all existing tabs).

Edge

1. Click the three dots on the right side of Edge under the tabs and select 'Settings.'
2. Click 'Site Permissions' on the left.
3. Click 'Cookies and site data.'
4. Ensure that 'Block third-party cookies' is not activated.

For Instructors / Media Owners

Sometimes, media owners/creators encounter an 'access denied' message in the Media Gallery for media that they've published themselves. If that applies to you, try the solutions below.

Change the Metadata

It may seem strange, but sometimes affecting the metadata for a video entry can fix the 'access denied' error.

1. Within Canvas, enter any of your courses and click 'My Media' in the left navigation that appears.
2. Click the pencil icon on the row of the video in question.
3. Ensure the 'Details' tab is selected below the video.
4. Make a minor change to the name of your video. (For example, add a space at the end of the video.)
5. Click 'Save.'
6. If desired, undo the change you made.

Check the Media Gallery and see if you still encounter the error. If you do, try the solution below.

Un-Publish and Re-Publish the Video

Slot machines with the best odds of winning. Try removing the video from the Media Gallery and then publishing it again.

1. Within Canvas, enter any of your courses and click 'My Media' in the left navigation that appears.
2. Click the pencil icon on the row of the video in question.
3. Click the 'Publish' tab underneath the video preview.
4. Click the radio button for 'Private' and click 'Save.' (If your video is published to multiple media galleries, uncheck the box for the course in question and click 'Save.')
5. Click the radio button for 'Published' and check the box for the course in question.
6. Click 'Save.'

Replace the Video With Itself

If nothing else works - and if you have some time until your video needs to be available to viewers, try replacing the video with a copy of the video itself. It may sound a little odd, but it might repair any corruption to the source file that may have occurred after uploading.

1. Within Canvas, enter any of your courses and click 'My Media' in the left navigation that appears.
2. Click the pencil icon on the row of the video in question.
3. Within the player, click the icon with the downward arrow in the upper right corner of the player.
4. The source file of the video should download to your computer.
5. Click the 'Replace Media' button underneath the video preview.
6. Click 'Choose a file to upload.'
7. Select the file you just downloaded and click 'Open.' Wait for the video file to upload.
8. Click 'Approve Replacement' at the bottom of the page.

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The video will be processing for a little while. Once it's done, go and check the video in the Media Gallery.

If none of these solutions work for you, send an email to kaltura@ucsd.edu and include the following information:

• The name and creation date of the video
• The course name and term
• Your operating system (Windows/Mac)
• Your operating system version number
• Which browsers you've attempted to use to access video content

Hardware and Operating System:

• Desktop or laptop computer (limited support for smartphones and tablets)
• 2 GHz processor or higher
• 4 GB of RAM or higher
• 2 GB of available hard disk space (some courses may require more)
• Broadband Internet Service Provider (examples: Comcast, WOW!, AT&T)
• Operating System
  • Windows 7 or higher
  • - OR -
  • Apple Mac OS X 10.10 or higher

Web Browser:

• One of the following web browsers:
  
  • Mozilla Firefox 68 or higher
  • Google Chrome 76 or higher
  • Partial Support: Microsoft Edge 44 or higher
  • Partial Support: Safari for Mac 12 or higher
• To work properly with Canvas your browser must be configured to:
  • Accept Cookies
  • Have JavaScript enabled
  • Display pop-up windows

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For Mobile users:

• Browser: Google Chrome is recommended.
• Android Canvas Student App (supplemental use only)
• iOS Canvas Student App (supplemental use only)
• Web browser is recommended over the mobile apps.

Recommended Software:

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• Macomb Email (Activation instructions)
• Microsoft Office, Office 365, or LibreOffice
• Microsoft OneDrive, Dropbox, Google Drive, or a USB Storage Drive
• Canvas Direct URL: https://online.macomb.edu/
• Special software may be required for certain courses

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If you have questions or need assistance please contact Macomb Online Support:
Email onlinesupport@macomb.edu or call 1.877.362.2662