Captions download failing

[JamesNeal]

A faculty member I support recently was trying to download her captions and noticed that each time she tries, she is met with an error. 

I tried myself and am having the same problems. Here is the error that is occurring and what happens when you try to go to the page directly. Any suggestions would be much appreciated.

[MichelleTownsnd]

I'm seeing the same issue on a few Studio videos and I have an open ticket with Instructure support. Were you able to find an answer or solution?

This is what we observed:

When attempting to download the SRT caption files in Firefox, the browser opens a new blank tab rather than the save file pop-up. When attempting to download the SRT caption files in Chrome, it returns a "site wasn't available" error.

My team was on a deadline and needed to move fast, so our workaround was to download each video file, reupload to Studio, and correct the captions again. The caption file download worked as expected on the newly uploaded version of each video. It is not an ideal solution, but I'm sharing in case it helps.

[greydon]

Hello @JamesNeal 

In addition to what @MichelleTownsnd suggested, it might be ideal for you to also open a ticket with Canvas Support. This is abnormal behavior and it multiple users are experiencing it, they can take a look into the issue to pinpoint the issue and find a resolution. I suggest contacting them also:

https://community.canvaslms.com/t5/Canvas-Basics-Guide/How-do-I-contact-Canvas-Support/ta-p/389767