Answered By: Al Holloway
Last Updated: Nov 14, 2024     Views: 65

Are you experiencing issues with the Kaltura Capture recorder?

If you’re experiencing issues with Kaltura Capture, use this guide to quickly find solutions to common problems. For further assistance, complete our support form with as much detail as you can and we will look into the issue. If you are a student, remember to seek help ahead of a deadline as the issue might not be resolved immediately. 

Issue or error message Cause and Solution
Cannot upload past 10%. Follow this guide to sign out of Capture then log back in to Mediaspace.
Error message says Less than 1GB RAM You have insufficient memory on your device. Free up RAM by closing other applications.
Capture fails to start or stop recording You have insufficient memory on your device. Free up RAM by closing other applications.
Cannot install Capture on my device Capture is not compatible on Chrome or iOS. Use this guide to check system requirements.
No voice recorded on my video Check a microphone input is selected and test recording using your voice recorder app.
The sound quality is poor Try another recording input, like USB or Bluetooth headphones.
Capture is not installed on my device Check this guide to log in to Mediaspace then select Add New to and install Capture.
Video is not showing in My Media Check your video has finished uploading then refresh your browser page.
I do not have the latest version You don't need the latest version but follow this guide to install the Capture recorder.
Problem with my network message It is not Wi-Fi. Follow this guide to sign out of Capture then log back in to Mediaspace.
My recording is out of sync It could be low storage or RAM. Close open applications then retry recording.
The record button is grey and not red Ensure you have an input selected. Follow this guide to learn how to use Capture.
I cannot submit my video to Turnitin Turnitin does not accept video submissions. Talk to your module tutor for assessment advice.
Capture does not recognise my camera Reboot your device. Loan a UON device or consider using PowerPoint instead.
My recording is uploading very slowly Check your Wi-Fi speed. Use ethernet cable or upload on campus.
Capture won't work on my MacBook Use this guide to check your Privacy and Security permissions. Consider using Quicktime.
I don't know how to use PowerPoint Follow our guide to use PowerPoint and submit an MP4 file for assessment.
The webcam recording screen is black Use a camera or video app to check your webcam is functioning.

Getting Help

If you cannot resolve the issue with the steps above:

  • Use a different device: It could be your laptop that is faulty. UON laptops are available for five hour loans.

  • Use Powerpoint, iOS or Quicktime: Consider an alternative recording method, depending on the needs of your assessment.

  • Submit a Support Request: Complete this form to describe your issue and include your assessment deadline if relevant.

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