In Canvas Studio, video created through screen capture "encodes" but does not upload. What could be wrong?

[jamie_durler]

Hello!  I'm just looking for troubleshooting help.

When I choose the screen capture option in Canvas Studio, I can create a video and get all the way to the upload option.  When I click "upload," the processing bar always ends up at exactly 50%.  The message indicates that the video has been 100% encoded but 0% uploaded.  Then, the processing part just stops and the screencast video never makes it to Studio.  Videos recorded through the "webcam capture" option all record and upload to Canvas Studio just fine.  I have several faculty who would like to be able to use this, but I need to figure out what's tripping me up before I am able to bring them on board.

From a few of the other questions/answers I have read, I have tried incognito mode.  I have cleared the cache/browsing history.  I have tried this on both my work and home computer, just in case there was a strange firewall in the way.  Just for fun, I uninstalled and then re-installed the screen recorder.  Is there some kind of setting that I'm missing, or a simple step that I just continue to overlook?

Thank you!

[Chris_Hofer · Accepted solution]

Hello  @jamie_durler ...

I've not experienced any of this in Canvas Studio.  Have you tried reaching out to the Canvas Help Desk folks to see if they have any troubleshooting tips/solutions?  That's where I would start.  If you do reach out to them, could you please report back here to fill us in on how they were able to help you?

How do I get help with Canvas as a student?‌

https://community.canvaslms.com/docs/DOC-12877-4152719652?sr=search&searchId=fbe1895e-13a3-4306-aa7d... 

[rodger-ling]

I would be interested in knowing the solution to this if one is identified.  I have had no issues with encoding and uploading at all--until one day, with a particular laptop, which I was trying to use to capture classroom presentations (Studio isn't a full-featured lecture capture tool but in theory it would have be sufficient).  Out of eight presentations, only two uploaded successfully and other six were a total loss.  I either got a frowny-face in the browser and the video was simply gone or there was a generic error message that the video could not be uploaded.  It must have been something with the driver for the webcam, but when I tried in my office with that same laptop the next day, the videos worked fine.

Are Studio videos stored locally, and if so, in what format?  I wonder if I could have salvaged them by pulling them into an editor and encoding into mp4 or something more generic.

[jamcgee]

We've seen at least one similar instance of videos just not uploading for faculty.  I too, wonder if they are stored locally, or could be pointed to removable storage for later upload from a more reliable device/connection.

[marcvallance]

Was there any resolution provided for this?

[jamcgee]

We had one instance where we had access to the computer to troubleshoot.   The instructor had insufficient space on their hard drive to allow for the rendering to occur before upload.  Clearing up space resolved the issue.  We've had another similar case reported, we suggested clearing up space, but we did not hear back from the instructor to see if that resolved the issue.

[mckee_alix]

I am having the same issue as the original poster and have filed a Canvas Help Ticket. I'm including a screenshot of the error message in case it is helpful to future posters.

I am running Canvas on Chrome Version 85.0.4183.121 on a MacBook Air running macOS Mojave Version 10.14.6. This does not seem to be an internet bandwidth issue.

[sschatzke]

We are getting this message too. I think it has to do with our firewall and when we talk to Screencast o matic, they say it is Instructure, and Instructure says it is a screencast o matic issue. Has anyone found a solution? Our technician said that it is generating a new IP address each time the video is trying to render. And our content filter is blocking it. Our school is at a standstill and cannot use the content screen recording feature