When I try to watch a video for my class it says there was an error that occured. Why?

[alexia_dick]

I am trying to watch a video for my college class but it says an error has occurred and that the video couldn't load. I have tried to reload but that didn't work, neither did logging out then back in. I need help! The video is past due and I need to be able to watch it ASAP.

[stuart_ryan]

Hi Alexia,

There could be a number of reasons this is occurring (and a large number of possible video platforms), is it possible for you to share a screenshot with us so we can understand whether it might be a Canvas video, YouTube etc?

Also, is it only you that is facing an issue, or are others in your class also unable to load the video? Given the time constraints, I would recommend messaging your Teacher to let them know you are unable to access the video and see if they have an alternative way for you to view it, until the issue can be narrowed down.

Hope that helps and I look forward to seeing your screenshot.

Stuart

[alexia_dick]

I have already talked to my teacher, she said to see if there was anything that could help in the canvas help. It is a canvas video. It is for an online class so I have no way of knowing if t happened to anyone else

[alexia_dick]

It just keeps loading and loading.

[stuart_ryan]

Hi Alexia,

Thank you for the additional info and the screenshot. That looks like a Kaltura video (based on the loading image), hence while it is embedded in Canvas, it is not a core part of Canvas. Hence, I will try to point you in the right direction as best as possible, but you may need to reach out to your School's IT Support at SCC Help Desk  as they would manage the integration between Canvas and Kaltura.

However, the first thing I would be most curious to see is the Javascript console output. From the screenshot you provided, it looks like you are using Google Chrome, to view the Javascript console you can click the View Menu --> Developer Tools --> Javascript Console.

I would be curious if there are any errors popping up there while you are seeing the constantly loading issue? If you could possibly screenshot the developer console (if there are any errors) that might point us to the culprit.

I look forward to hearing from you.

Stuart