Troubleshooting issues with viewing My Media videos or video quizzes

This guide provides solutions for several issues that may occur which prevent students from accessing My Media videos or video quizzes.

Troubleshooting


General recommendations for successfully access My Media videos, or video quizzes:


Browser blocking 3rd party session cookies

If you receive an error that your browser is blocking 3rd party session cookies, as shown in the screenshot, follow the instructions below:

https://media.screensteps.com/image_assets/assets/003/718/221/original/0ec0da97-7503-41ee-9916-43b8854fa3eb.png

      1. Visit this website: kaltura.com 
      2. Accept the cookie statement at the top of the page. 
      3. Reload the video in Canvas and he video should no longer be blocked.
    https://media.screensteps.com/image_assets/assets/003/563/312/original/0e06de7f-777c-4c59-872e-b7828511ccdc.png


    Issues accessing video quiz or My Media video on a mobile device (iPhone or iPad)

    If you cannot use Chrome or Firefox, see "General recommendations for successfully access My Media videos, or video quizzes" (above), and Safari is the only browser available, ensure that “Prevent cross-site tracking” option is selected in the device settings:

    Blank screen when attempting to access video quiz

    If the quiz does not load in the window, and they are using Firefox as their browser, advise them to turn off "Enhanced Tracking Protection" by following these instructions: https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop#w_how-to-tell-when-firefox-is-protecting-you

    https://media.screensteps.com/image_assets/assets/003/717/512/original/520d36e2-fce0-4b24-a7db-d462e72b21f7.png




    Keywords:Troubleshooting My Media Kaltura video video quizzes In-video quiz Chrome Firefox Browser blocking blocked 3rd party session cookies kaltura.com mobile device iPhone or iPad Safari Edge Prevent cross-site tracking Blank screen when attempting to access video quiz does not load Enhanced Tracking Protection   Doc ID:105604
    Owner:Amy M.Group:UW-Milwaukee Center for Excellence in Teaching and Learning
    Created:2020-09-03 15:57 CDTUpdated:2020-09-03 16:27 CDT
    Sites:UW-Milwaukee Center for Excellence in Teaching and Learning
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