Canvas, Troubleshooting Common Video Playback Issues

This article covers:

• Overview
• Solution for Mac Safari
• Solution for Google Chrome
• Solution for Firefox
• Solution for DuckDuckGo

Overview

Some people using Mac Safari or Google Chrome will see an error message when accessing Kaltura pages in Canvas. The message states: “It seems your browser is blocking 3rd party session cookies which are required for the Kaltura application. To resolve this issue, please update your settings to allow 3rd party cookies.

Solution for Mac Safari

1. In Mac Safari, select the Safari menu on the top left side of your window
2. Select Preferences
3. Select Privacy
4. Uncheck the box called “Prevent cross-site tracking”
   
   
   
5. Revisit or refresh your Canvas My Media or Media Gallery page. You should now see the page come up without any error messages
6. IMPORTANT: Go back to Safari Preferences and re-check the box for “Prevent cross-site tracking”
7. Closeout your Preferences window
8. Go back to Canvas and select Media Gallery to refresh the page
   

Solution for Google Chrome

1. Go to your browser window and type chrome://settings.
2. Click Privacy and Security
3. Click on Site Settings
   
   
   
4. Click on Cookies and site data.
   
   
   
5. Here you will have two ways to enable 3rd party cookies:
   A. Enable Block third-party cookies and add [*.]canvas.du.edu under the Sites that can always used cookies section. This will allow Canvas to allow use 3rd party cookies.
   
   
   B. Under the General Settings, click Allow all Cookies. Note: this is less secure because it allows all cookies from every site.
   

Solution for Firefox

Note: The fix to address the previous errors for 3rd party cookies in Firefox version 96 deployed as scheduled on Sunday, January 23rd, 2022. Verification has already been received from some customers that this has resolved the issue. Kaltura Software Release Notes

Solution for DuckDuckGo

DuckDuckGo is a free web browser search extension does not collect search history and blocks many types of tracker scripts. Unfortunately , since the Kaltura media player tracks students watching videos in order to collect analytics, DuckDuckGo will block the Kaltura media player. The solution is to uninstall DuckDuckGo web extension.

Additional Resources

More information on how to enable 3rd party cookies in your browser.

• Enabling 3rd Party Cookies for Chrome “Incognito” Mode and Safari for Mac
• How to avoid the “3rd party cookie” error message in the KAF based LMS Integrations
• Chrome
• Firefox
• Safari for MacOS
• Safari for iOS (iPhone/iPad)
• Microsoft Edge

  For further assistance, please reach out the appropriate support contact

  Scenario	Contact
  For technical assistance with the above steps	Tech Services Help Desk, consult@illinois.edu, 217-244-7000, help.illinois.edu
  For iDegrees students who cannot access course material after trying the above	Gies Online Programs iDegrees Support Team, i-support@illinois.edu
  For all other students who cannot access course material after trying the above	Gies Teaching & Learning, teaching@business.illinois.edu