RESOLVED: Kaltura Analytics – Thursday, March 9, 2023
Feature: Kaltura Analytics – Monday, March 6, 2023
Issue: Analytics are currently unavailable. User will receive an “internal server” error. The issue has been reported to the Kaltura Engineers.
Resolved: Analytics services have been restored.
RESOLVED: Tuesday, December 6, 2022 – Kaltura Analytics
Issue: Analytics have not been updated between November 12 – 21.
Resolved: The data has now been restored.
RESOLVED: Kaltura Analytics – Thursday, November 24, 2022
Feature: Kaltura Analytics – Thursday, November 17, 2022 – 07:30PT
Issue: Analytics for media is not available. Users will come across “Internal Server” error.
Resolved: The KAVA server issue has been resolved and no longer displays an error message.
RESOLVED: Kaltura Analytics – Thursday, May 12, 2022
Feature: Kaltura Analytics – Thursday, April 21, 2022
Issue: A user named “ERROR” appears in the Engagement data as of March 15, 2022.
Resolved: Analytical data no longer displays user “Error” (data has been recovered to display user name and data).
RESOLVED: Thursday, March 31, 2022 – Kaltura Service Disruption
The following reported issues have been resolved.
– System wide issues concerning missing Media
– Issue for users who were seeing a blank page when viewing the Media Gallery and Embedded media
RESOLVED: Caption Requests services – Thursday, March 31, 2022
Feature: Caption Requests – Wednesday, March 16 – 06:00PT
The Caption order process where requests were stuck in ‘pending’ state has been resolved.
RESOLVED: My Media List – No. of plays not displaying – Thursday, March 31, 2022
Analytics – Wednesday, January 19, 2022
Under the My Media list, the number of plays are not displaying.
Workaround: Select the individual media entry to view the Analytics.
COMPLETED: Kaltura Analytics Maintenance – Tuesday, March 15, 2022, 06:00-08:00PT
Feature: Analytics Data
Impact: The Analytics feature will be unavailable at this time, otherwise no user impact is expected.
RESOLVED: Kaltura System Intermittent issues – Wednesday, June 2, 2021 2:00PM PT
Users may be experiencing intermittent “Access Denied” and/or API errors when accessing/viewing a video. The Kaltura Engineers are actively working on resolving the issue.
RESOLVED: Anonymized Analytics – Tuesday, May 18, 2021
Individual User (Engagement) data anonymized – Kaltura’s new Analytics engine reveals private information and therefore a modification (to anonymize ID data) was applied. We are currently working with the vendor to see if another solution can be determined.
RESOLVED: Kaltura System Issues – Tuesday, April 6, 2021 – 02:45pm PT
The following reported issues have been resolved.
– sporadic errors when accessing the course media gallery
– errors when viewing embedded videos and accessing My Media
– slow media conversion (i.e. upload to My Media is slow to appear)
RESOLVED: Kaltura Analytics – Friday, April 2, 2021
Kaltura Analytics – Thursday, April 1, 2021
The analytics have not been updating since March 25th. The issue has been escalated to the Kaltura Engineers.
RESOLVED: Wednesday, March 24, 2021 – 09:00am PT
Kaltura Update – Monday, March 22, 2021 – 09:30am PT
Over the weekend, we have received reports that recent uploads were not appearing in “My Media” area (i.e. includes Kaltura Capture, direct uploads). The Kaltura Engineers determined an elastic search process failed and the script is once again running.
If the ‘missing’ uploads were successful, they should display in ‘My Media’ area once the script process has completed. Please report any issues to lt.hub@ubc.ca
RESOLVED:Thursday, March 18 – 12pm PT
Kaltura system issues have been resolved. Ongoing efforts to optimize system performance and system configurations are in progress.
Resolved issues include:
– API errors
– Error 500 – Internal server
– Access denied
– Delay of Media appearing
– Unpublishing of media
– IVQ quiz – questions not displaying in video quiz
– IVQ quizzes not displaying in Course Media Gallery
– Copies/clips of IVQ video quizzes not copying the questions
RESOLVED: Thursday, March 11th – 01:00 PT
Kaltura Systems Outage– Wednesday, March 10, 2021 – 8:00pm
Kaltura is currently offline. An engineer is investigating. There is currently no ETA on a fix.
RESOLVED: Friday, February 19th – 1:30PM PT
Teaching & Learning Portal (learning.video.ubc.ca) Friday, February 19th – 11:00PT
Users are getting “access denied” error message. This issue has been escalated to the Kaltura Engineers.
Workaround: Media can be accessed via Canvas > My Media.
RESOLVED: Thursday, December 17 – 2:00PM PT
Kaltura Performance – Thursday, December 17 – 10:30PT
We are experiencing a delay with Media appearing in Course Media galleries or in Channels in the Teaching & Learning Portal . Some users may get an “API error” or “HTTP 500 error”. Refreshing the page may resolve the issue for some. We are currently investigating the issue and have escalated to Kaltura.
RESOLVED: Wednesday, December 9 – 11:00 PT – Caption Requests
There may be a delay in receiving Captions/Transcripts. Recently, we noticed that the Caption order request status retains an “Error” message although the Caption and Transcripts were processed. The issue has been escalated to the Vendor support as it was determined that the Caption process was making multiple copies of the transcript from a single Caption request which in turn may delay the delivery of the Captions.
RESOLVED:Friday, December 4 – 6:50 PM PT
Kaltura Video Services – Friday, December 4 – 3:30PM PT
We have received reports of videos missing from the Canvas Course Media Galleries. The technical team is currently investigating the issue. We will provide a further update once we get more details.
RESOLVED:Wednesday, December 2 – 09:00PT
Kaltura Videos currently unavailable – Wednesday, December 2 – 07:00PT
We are experiencing an outage of the Kaltura video platform. No videos are accessible at this time.
Area of impact: the Canvas Media Gallery, Embedded media and My Media. Users are unable to view, record, play or access videos at this time.
RESOLVED: Thursday, November 12 – 14:30 PT: Uploads not Processing
Confirming that the issue has been resolved. The queue is significant but reducing. Please expect some delays in media availability.
RESOLVED: Thursday, November 12 – 08:35PT: Kaltura Analytics – Unavailable
Analytics for media is not available. Users will come across “Internal Server” error. The Vendor has been notified.
RESOLVED: Wednesday, November 4th 14:45 PT: Update: Slowness in Media Conversion – Please expect delays for media uploaded during peak hours (noon – 5pm).
Please note: Times will vary to convert the media to display. It may range from 6-8 hours or longer depending on the queue.
RESOLVED: Monday, November 2- 12:30PT
Monday, November 2 – 09:30PT: Kaltura Analytics – Unavailable
Analytics for media is not available. Users will come across “Internal Server” error. The Vendor has been notified
RESOLVED: Friday, October 30th – 09:00PT: Update – Slowness in Media Conversion
We are continuing to monitor and work with Kaltura Engineers to improve the media conversion processing times. The queue is processing better but delays are still likely during peak hours (noon – 5pm) due to mass uploads during this period.
Tuesday, October 27th – 09:30PT – Update: Slowness in Media Conversion
Additional resources were added to the Kaltura environment to help with the slow media conversion process. The queue is processing better but delays are still likely during peak hours. We are continuing to work with Kaltura and UBC-IT Systems to increase resourcing power to assist in the media conversion processing times.
Thursday, October 22 – 08:00PT – Update: Slowness in Media Conversion
Kaltura Engineers made a change on Tuesday, October 20th to address the Transcoding/Conversion process. We have been monitoring the system processes and the conversion times are not where we would like it to be. This has been reported and escalated to the Kaltura Engineers.
Issue: Users are waiting in excess of 6+hours for their media to appear after they upload it into Kaltura.
Status: Escalated to Kaltura and their Engineer team
Please contact lt.hub@ubc.ca for further information.
RESOLVED: Tuesday, Oct 20 – 11:00 PT: Slowness in Media Conversion processing
This morning Kaltura engineers identified an issue with the Batch Servers ‘Convert Profile closer service’ that was creating a bottleneck for the processing of video conversions. This issue has been resolved and the bottleneck removed. However, given the large number of media queued it may take some time to catch up. If you have media that must be made available immediately for teaching and learning please let us know the video name by submitting a ticket to the LT Hub and we will do our best to manually move it along if possible.
We apologize for this disruption and any delays experienced by faculty, staff and students.
COMPLETED: Kaltura Enterprise Video Platform Maintenance October 10, 2020, 06:00-09:00 PT
The maintenance window will address an incorrect configuration in the UBC Kaltura environment that has resulted in transcoding tasks and processing jobs being sent to the old Kaltura server environment (those servers that were used to host our environment prior to the August upgrade).
This has been identified as the cause for the longer than expected Transcoding process of media and/or failed processing jobs for some users. During this window, we will also be powering off the old Kaltura server environment.
Impact to Users:
– Users will still be able to watch and publish videos. However, users uploading media during the window may experience delays or unexpected results during upload.
– Users will NOT be able to Edit, Clip, Copy or make any changes to their media during the window.
RESOLVED: Thursday, October 8, 2020 – 10:00 PT
Posted: Thursday, October 8, 2020 – 08:30 PT
Kaltura Analytics is currently unavailable.
Error message: Internal server error occurred. Kaltura Support has been notified. No ETA at the moment.
RESOLVED: Wednesday, October 7, 2020 – 15:00 PT
Posted: Wednesday, October 7, 2020 – 13:30 PT
Kaltura Analytics is currently unavailable.
Error message: Internal server error occurred. Kaltura Support has been notified. No ETA at the moment.
RESOLVED: Kaltura Analytics – Wednesday, September 30, 2020 09:00 PT
Issue has been resolved. Users should be able to view data.
Kaltura Analytics (Unavailable) – Monday, September 28, 2020 08:00 PT
Users attempting to view analytics will receive an “Internal Error”.
The issue has been reported to the Vendor.
Will provide further updates.
Kaltura Services Slowness – Monday, September 14, 2020 – 14:00 PT
User may be experiencing slower performance due to high volume and load. Areas of impact include: accessing/viewing media, My Media (Personal Repository., Course Media Gallery and uploading/embedding content. The technical team are adding more servers to address the situation).
RESOLVED: Kaltura Services – Friday, September 11, 2020 13:15 PT
Service performance and delays have been resolved. We will continue to monitor the service performance.
UPDATE: Kaltura Service disruption – Thursday, September 10, 2020 11:00 PT
We continue to monitor and investigate the performance of Kaltura Services. Users may be experiencing delays accessing
videos, media/audio and access to My Media (personal repository) and the Course Media Gallery. We will be providing on-going updates.
Kaltura Service disruption – September 9, 2020 10:30 PT
Users may be experiencing delays to My Media or accessing/viewing a media entry.
Reported error message: Error 500 – application error.
We are actively working on resolving this issue and are working with the Vendor support.