MiVideo: Kaltura Capture will not Stop, Freezes, or Gives Error Message

Environment

Kaltura Capture Desktop Recorder

Issue

How to resolve issues related to software performance such as freezing, error messages during recording, and the inability to stop a recording.

Video Demo

Troubleshooting Kaltura Capture on a Mac

Resolution

Error Message

If an error message appears after launching the Kaltura Capture recorder:

• "Warning: memory is less than 1 or 2 GB"
  • See the Kaltura Capture Available Memory Warnings article.
• "Failed to load settings. Please contact your administrator" 
  • MacOS 10.13 is not supported. Capture will install on MacOS 10.13 however when launched the error message appears and the software will not run. See Apple's system requirements to upgrade to MacOS 10.14 Mojave. If you are unable to upgrade your Mac, the QuickTime player provides a screen recorder. 
• For other error messages, attempt the troubleshooting steps below. If you are unable to resolve the issue contact the the ITS Service Center.

Mac

Verify system requirements

• See Kaltura's Prerequisites and system requirements article. 
• MacOS 10.13 is not supported. Capture will install on MacOS 10.13 however when launched a "Failed to load settings. Please contact your administrator" message appears and the software will not run. See Apple's system requirements to upgrade to MacOS 10.14 Mojave. If you are unable to upgrade your Mac, the QuickTime player provides a screen recorder. 

Check for missing device permissions

The most common cause of errors are missing device permissions. Kaltura Capture must be allowed to access the Camera, Microphone and Screen Recording, even if you don't plan to use all three devices. To check and fix permissions, go to:

1. Apple menu > System Preferences > Privacy & Security.
2. Select Camera from the list.
3. On the right side, make sure there is a check next to the Kaltura Capture software. If the software is not in the list, Capture is not properly installed.
4. Repeat the above steps for Microphone and Screen Recording.

Close the app and re-launch

1. If Capture is still running, right click the app icon in the Dock and choose Quit.
2. Re-launch Capture from My Media. The Software should perform normally
   • Canvas: navigate to Account > My Media > Add New > Kaltura Capture.
   • Mediaspace: navigate to teh user drop-down menu > My Media > Add New > Kaltura Capture.

Restart the computer 

1. Apple menu > Restart

If the above steps do not resolve the issue, uninstall and reinstall Capture

Uninstall

1. Drag the app to the Trash.
2. Open Finder.
3. Go > Go To Folder.
4. Paste this path in the Go to folder "textbox: ~/Library/Preferences/Kaltura/Capture".
5. Click Go.
6. Move the Settings folder to Trash.
7. Restart.

Reinstall

1. Access the installers from My Media.
   • Canvas: navigate to Account > My Media > Add New > Kaltura Capture.
   • Mediaspace: navigate to user drop-down menu > My Media > Add New > Kaltura Capture.
2. Download the Mac installer on the page.
3. Double-click on the .dmg file to open.
4. Drag the Kaltura Capture application icon to the Applications folder.
5. Launch Capture the first time from My Media.
6. Be sure to allow access to the Camera, Microphone and Screen Recording, even if you don't plan to use all three devices.

When nothing works

Contact the the ITS Service Center.

Windows

Close the app and re-launch

1. Kaltura Capture stays running in the system tray after closing the software window. When the software locks up, you can force it to shut down by clicking into the System Tray (near the clock, click the up arrow), right-clicking on the Capture icon (light blue square with white dot) and choosing Quit.
2. Relaunch Kaltura Capture from My Media. Software should perform normally
   • Canvas: navigate to Account > My Media > Add New > Kaltura Capture.
   • Mediaspace: navigate to user drop-down menu > My Media > Add New > Kaltura Capture.

Restart the computer 

1. Windows start menu > Power > Restart.

If the above steps do not resolve the issue, uninstall and reinstall Capture

Uninstall

1. Windows start menu > search for "Kaltura Capture".
2. In the search results make sure the Kaltura Capture app info appears in the right panel.
3. Click the Uninstall link.
4. Restart.

Reinstall

1. Access the installers from My Media.
   • Canvas: navigate to Account > My Media > Add New > Kaltura Capture.
   • Mediaspace: navigate to user drop-down menu > My Media > Add New > Kaltura Capture.
2. Download the Windows installer on the page.
3. Click the downloaded .msi file to install.
4. Launch Capture the first time from My Media.
5. Be sure to allow access to the Camera, Microphone and Screen Recording, even if you don't plan to use all three devices.

When nothing works

Contact the the ITS Service Center.

Best practices and tips for a good recording experience

• Shut down all software and browser tabs not needed for the recording. Leaving your Gmail running in the browser consumes a lot of memory, so make sure it is shut down. 
• Check your microphone in the Capture application to be sure the right device is selected. 
• Choose to make shorter recordings rather than one long one. Your audience will appreciate it and if you have to recover from a recording error, less work is lost. 
• Recordings are stored on your computer until you delete them in the Capture application. Deleting files in Capture does not delete uploaded files from your My Media library.

Resources and Questions

• Check out the new Academic Technology@Michigan website for course planning resources from across U-M
• Visit the Canvas @ Michigan site for faculty including the U-M Instructor Guide with links to additional support resources from across campus
• Check out the Canvas and MiVideo tutorials

For additional questions, please contact the ITS Service Center.