[ARCHIVED] Studio: Locating Failed Uploads

[audra_agnelly]

I've gotten a few reports from staff who are receiving an error in Studio when they try to upload a screen recording: " "Failed to encode! Are you on a restricted computer at a school or business". Who receives the error and when is inconsistent, and attempting to upload the file at a later time seems to resolve the issue. However, since staff are making screen recordings, when the recording doesn't upload, it appears they've lost that work and will need to re-record. What I've found is those recordings aren't lost and can be found by clicking the "Back to recordings" link that appears at the top of the file upload wi

Right now, the only way I can get to it is to 1) start a junk screencast in Studio, 2) stop the junk recording, and 3) ignore the save prompts for the junk recording and click "Back to recordings". Is there a direct way to get to see my pending files without going through the video creation process?

^^^^^^ Is there a simple way to get to this window? ^^^^^^

[Chris_Hofer · Accepted solution]

Hi  @audra_agnelly ...

Not that I've found.    Unfortunately, my two Feature Ideas I submitted a while back have been archived to Cold Storage due to lack of support/interest.

• https://community.canvaslms.com/ideas/12495" modifiedtitle="true" title="Editing an Arc Video After ...
• https://community.canvaslms.com/ideas/12450" modifiedtitle="true" title="Quicker Way to Access Scree...

[l_sudbury · Accepted solution]

@audra Agnelly, I have seen that error reported and be persistent across browsers with no resolution. Have you found any solution to this, or anything that makes people more likely to run into it?

[Chris_Hofer · Accepted solution]

Hi  @audra_agnelly ...

Not that I've found.    Unfortunately, my two Feature Ideas I submitted a while back have been archived to Cold Storage due to lack of support/interest.

• https://community.canvaslms.com/ideas/12495" modifiedtitle="true" title="Editing an Arc Video After ...
• https://community.canvaslms.com/ideas/12450" modifiedtitle="true" title="Quicker Way to Access Scree...

[l_sudbury · Accepted solution]

@audra Agnelly, I have seen that error reported and be persistent across browsers with no resolution. Have you found any solution to this, or anything that makes people more likely to run into it?

[audra_agnelly]

The Support response is "This type of error indicates that the video code was generated but failed to fully reach our servers, this usually means that there was a network related restriction or error that blocked the file transfer. I recommend checking your firewall/anti-malware settings on your computer and your local network restrictions." We don't have restrictions so my assumption is this is a bandwidth issue on our networks, but it's frustrating to not be able to support the problem other than asking staff to try again later.

[donna_lummis]

We have seen several instances of this error with no solution presented by Canvas Support that actually helped. Mostly the recommendation has been to delete cookies, but that hasn't fixed the problem. We did have success with one case by upgrading the Mac OS from El Capitan (10.11.6) to Mojave (10.14.6), despite the minimum requirements listing support for Mac OS version 10.6 or higher. 

[audra_agnelly]

Thanks Donna, I hadn't come across the Support doc before which even specifies that the tool is optimized for low bandwidth environments. I wonder if that's both on the playback and the upload side of things. We don't have any other issues that I'm aware of outside of Canvas with uploads or sharing larger files over our network.

[audra_agnelly]

After a lot of time with support, we've found found that this issues is linked to users on a particular version of El Capitan. The advice was to update to the most current version of El Capitan or a higher OS. Problem, according to our IT team, is that certificates on the current El Capitan version, 10.11.6, are expired so our staff can't update to that and the higher OS's have either caused problems or haven't been fully tested. We're phasing out Macs, so a lot of these staff devices are end-of-life, but you know the story with money to distribute replacements. So, if you're able to update your Mac OS, you can probably resolve the issue. If you're K12 with limited tech budgets and old devices, you're stuck waiting to see if Canvas and Screencast-o-matic engineer a solution. 

[Kevin_W]

Doing a 'fake' recording, ending it and then 'Back to Recordings' is the solution...at this point. But hey, at least there's a solution, right?

[Peterell · Accepted solution]

My entire lecture disappeared after it went through the entire encode and upload process.  It said it had completed and then when I went to look at it, it said there was an error.  There is no record of it in the view recordings..  Unbelievably frustrating.  A gigantic waste of time.  I'm going to have to record my entire lecture over again.  Not at all happy with Studio.

[Peterell]

My entire lecture disappeared after it went through the entire encode and upload process.  It said it had completed and then when I went to look at it, it said there was an error.  There is no record of it in the view recordings..  Unbelievably frustrating.  A gigantic waste of time.  I'm going to have to record my entire lecture over again.  Not at all happy with Studio.

[david_pennay]

I have the same issue, using osx10.10.5 has worked previously but now stuck with this error, 

none of the fixes work! How can i save the lesson recording?