[ARCHIVED] Studio Upload Problem

[mmacarty]

I made a screen recording using Studio and it will not let me upload it. I get a message about being on a restricted network (which I am not). I am using MAC OS. I do not see any option to export the video to a local folder. I was able to find the local recording, but apparently many files get made when you do this and none of them are .mp4 or the like. I exported the recording from history to a cloud location so I could try to upload from Windows. But now I cannot import... Any suggestions?  

[mroach2]

We are seeing this same issue with users on Macs today. We will likely report this to Canvas Support, but wanted you to know that you're not alone.

Melissa

[mmacarty]

Thanks

[mroach2]

Matt,

Were you using Firefox when creating the recording? We found that our users having issues were on MacOS and the latest version of Firefox. If you were on Ff, have you tried Chrome?

Thanks!

Melissa

[mmacarty]

I was using Chrome

[newgaard]

I am having the same problem and it does it no matter whether I am on Firefox and Chrome and I even tried Safari. This has created problems for me as well as other instructors and students at my university. It is incredibly frustrating as I teach online classes and now even my face-to-face section is having to go to online for at least the first two weeks after spring break due to the Caronavirus pandemic. I have no virus protection software active on this computer and it still comes back with the message asking if I am on a restricted network, which I am not. Perhaps someone at Canvas needs to talk t someone at Screen-cast-omatic and figure out the problem.

[jwadec]

Could you download OBS Studio and create recordings with that software and upload the MP4 to studio? 

There are tutorials on youtube for OBS Studio. You would add a screen source and a web cam source and can arrange the scene however you want. I use this software a lot and it works well when studio/screen-cast-o-matic is throwing fits.

[lori_kubinski_j]

Thank you for this suggestion - you solved my problem!

[emily_allen]

Hi mmacarty‌, mroach‌, and  @newgaard ‌, could you please submit a case to our Support team the next time you run into this error? They will be able to look into it further for you.

Thanks!

Emily

[mroach2]

Hi Emily,

I do have a case open with Canvas Support regarding this issue: 05309071. I am awaiting additional information.

Thank you,

Melissa

[jwadec]

eallen, I have a scheduled meeting with a faculty, also on a MAC, who is getting the same thing today. We meet at 11am CST. So I imagine I will have a lot that I can send to support after the call. It is good to know that it is not an isolated issue and we will provide all the info we can to help pinpoint the issue. 

I am now following this thread to see what others say.

[mark_fishbein]

I also have this problem (support number 05384633).  Has there been a resolution yet?  Also using a Mac and failing in the same way with Chrome and Firefox.

[jwadec]

Support wasn’t very helpful in our case. Just said to update operating system. But the problem is the main version of screencast-o-matic isn’t doing this — it’s almost like Instructure needs to update their white label version. I tried to get support to tell me the minimum O/S versions of Windows and Mac, but have not heard back. 

[mroach2]

Support was not very helpful in our case either. There was an issue with Studio on 3/11, and they thought our user issues were likely a result of that problem. However, we've just received another incident report from a user with the same issue. Back to the drawing board.

[newgaard]

I saw somewhere that someone using Catalina was having the problem, so I don't think this is an OS version problem.

[mark_fishbein]

I got a fairly quick response from Support that it was either my old version of the OS (10.10) or a problem with how cookies were being handled.  I've switched to a laptop that has a newer OS (10.14, Mojave) and it works, but I can't use ethernet on this one so upload is very slow.  I'd like to use my desktop and not have to update the OS at this point for a few reasons.  So, I didn't find Support too helpful and it is interesting (and sad) to hear that the same problem is occurring with Catalina.

[heatherlou75]

I am having the same problem on a PC using Chrome. It is frustrating because I just recorded an entire lecture and now I can't upload it or even find a usable mp4 file. Its just gone...

[mroach2]

If it's on Chrome, then perhaps it's a cookie issue. If you set Chrome to allow cookies, does it work?

[tommy_flynn]

Well, misery loves company. I had one or two short videos disappear in the past, but today I lost a big one and nobody has time for that. It tends to follow a screen recorder crash, an error with the upload, or both at once.

The big one I lost today went MIA after Screen-Recorder crashed during video editing. I have a folder in my "Screen Recorder" folder with the name I gave the recording, but the files inside make no sense to me (e.g., .vc, .oimg3, .s, .a, etc). All I want is to get that recording back... so if anyone has an idea I'm in your debt.

## Details: 

> Computer: Macbook Pro (2018)

> OS: macOS Catalina 10.15.4 

> Browser: Safari 13.1