UICapture - General Troubleshooting and Known Issues

Categories

Category: General

Issue Solution
Unable to login to the Panopto Recorder or Web-Interface. Make sure the HawkID login option is selected not Panopto.
Get a blank page after signing into the Web-Interface? There are issues signing in when not on the main UICapture page. To sign in to go the main UICapture page, (for example business.uicapture.uiowa.edu, continuinged.uicapture.uiowa.edu, icon.uicapture.uiowa.edu, medicine.uicapture.uiowa.edu, etc…) and log in in there.
How do I upload Offline Recordings? How to Upload Offline UICapture Recordings 
Constantly getting the error message "permanently failed packages" with your recordings? Issues in processing can occur when using PowerPoint in UICapture if the presentation includes restricted fonts or Off-Slide Content. Check to make sure your PowerPoints to not have these issues.
Don’t have access to a recording(s)? Contact your professor. The access request link does not grant access to recordings. It only informs that you do not have access to.
Stay logged in to the recorder. This should allow you to record lectures even if there are network issues, issues with the services, etc…
Cannot watch recordings in Chrome on Windows because Silverlight is disabled. Silverlight is no longer supported in Chrome.  If you run into this error, use Firefox to view the recording.
A recording appears to still be going in the Web-Interface after closing the Recorder.

Log back into the Recorder where you were recording and ensure it has stopped recording and finished uploaded. To keep this from happening always stop the recording before closing the Recorder.

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Category: Admin

Date Issue Browser/OS Solution

First Reported:
5/25/13

Last Tested:
v. 4.9 Spring '16

"When I check in User Preferences that I want to receive notifications when new recordings are finished processing, I'm not receiving notification emails for some folders."

All

As of Panopto version 4.3, if you have checked Email user when sessions finish encoding, you will only receive a notification if you created the recording. If another Creator in the same folder uploads a recording, you will not receive a notification.

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Category: Browser Issues

Date Issue Browser Solution

Ongoing

Last Tested:
v. 4.9 Spring '16

Unable to play or edit UICapture(Panopto) recordings

In Chrome version 42, all NPAPI plug-ins including Silverlight are turned off by default. Chrome (version 45+) has since stopped supporting NPAPI plug-ins altogether.

Chrome v42+

Use Firefox, Internet Explorer, or Safari.

Note: Microsoft Edge in Windows 10 does not support Silverlight.

First Reported:
4/16/14

Last Tested:
v. 4.9 Spring '16

Panopto content that you have embedded into your site using the embed tag for a session isn't displaying when using Chrome as your browser of choice.

Chrome Version 34/+

  1. Go to Start Menu > Google Chrome; right-click on program and select Properties
  2. In the Target field, at end after chrome.exe" type --allow-running-insecure-content
  3. Click OK and restart Chrome

First Reported:
8/26/13

Last Tested:
v. 4.9 Spring '16

Panopto content that you have embedded into your site using the embed tag for a session isn't displaying when using Firefox as your browser of choice.

Firefox v. 23/+

Once you navigate to a page with viewable content that is blocked, you will see a shield on the left edge of the browser address bar. Click the shield and it will say "Firefox has blocked content that isn't secure." You will notice the option "keep blocking" on the lower right corner. Click this option and choose "Disable Protection on This Page." Making this change will allow the content to display.

First Reported:
5/1/13

Last Tested:
v. 4.9 Spring '16

When "Subscribe to RSS" or "Subscribe to RSS (audio only)"is selected in the Chrome browser, a new window/tab opens up to display straight XML code.

Chrome

This is how Chrome handles XML code. See this article for browser comparisons.

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Category: Creators

Date Issue Browser/OS Solution
  Unable to login to the recorder and have the HawkID login option selected.   Check that you are a creator by logging into your UICapture server address in a web browser. Once logged in, click on your HawkID in the upper right-hand corner to make sure Role is Creator. If your role is not Creator and you find this to be in error, please contact your Department's IT Person or the ITS Help Desk.

Ongoing

Last Tested:
v. 4.9 Spring '16

When using the "Merge" feature to merge two or more recordings on the "Settings -> Manage" tab, the streams (I.E. PowerPoint, Audio, Screen) will get mixed up.

N/A

Never use the "Merge" tool. Use the "Add Content" feature in the Editor instead.

(Note: It's always a best practice to make a copy of your original video before you begin editing so that you have a back up.)

Ongoing

Last Tested:
v. 4.9 Spring '16

When attempting to upload and process a recorded session it returns an error "Could not process slides".

N/A

Issues in processing can occur when using PowerPoint in UICapture if the presentation includes restricted ​fonts, SmartArt or Off-Slide Content. See our How-To here to fix this.

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Category: Editor

Date Issue Browser/OS Solution

Ongoing

Last Tested:
v. 4.9 Spring '16

Unable to play or edit UICapture(Panopto) recordings

In Chrome version 42, all NPAPI plug-ins including Silverlight are turned off by default. Chrome (version 45+) has since stopped supporting NPAPI plug-ins altogether.

Chrome v42+

 

Use Firefox, Internet Explorer, or Safari.

Note: Microsoft Edge in Windows 10 does not support Silverlight.

First Reported:
10/13/15

Last Tested:
v. 4.9 Spring '16

When you attempt to save a Silverlight recording (created prior to 6/30/15) in the editor you will receive the message "Failed to save the current version."

N/A

Reprocess your recording before attempting to edit. This will save the file in the new format and allow you to save edits. Note: Best practice is to make a copy of your recording, reprocess the copy, then delete the original.

*If you need to reprocess a large amount of files, contact the ITS Help Desk for assistance.

First Reported:
5/18/14

Last Tested:
v. 4.9 Spring '16

When editing, users will sometimes get a message that says "Buffering" in the screen capture display area of the editor and it won't go away or let the user do any further editing.

All browsers

"Save" your recording, close the window, let the recording reprocess, then you can continue editing.

First Reported:
11/6/13

Last Tested:
v. 4.9 Spring '16

YouTube videos in the URL event feature won't play.

All

Take a normal YouTube URL ex: http://youtube.com/watch?v=Wblrm42zYTU and change the "watch?v=" to "embed/" so your new URL looks like "http://youtube.com/embed/Wblrm42zYTU" (omit quotes). Paste this into the URL for the event and save your Panopto session. The video will now play in the viewer.

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Category: Mac Recording

Date Issue Solution

First Reported:
10/23/15

Panopto Mac Recorder does not currently work with Keynote version 6.6.

Download and install the latest Panopto Recorder for OS X from the ITS Software Downloads page or from your UICapture server address.

 

Using the Mac Recorder and the upload is stuck at 0%.

Log out then log back into the Mac Recorder. Once this is done the upload should resume.

First Reported: 2/13/17

With Sierra 10.12 recordings will not successfully upload if Keynote capture is checked.

Do not select Keynote in the Panopto Recorder. Instead record with screen capture.

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Category: Remote Recorder [Windows]

Date Issue Solution

First Reported:
5/17/13

Last Tested:
v. 4.9 Spring '16

Questions submitted by viewers when the Webcast is initiated by a Remote Recorder (as opposed to the human operated Windows Recorder) do not get pushed to the broadcaster's machine.

None - This feature is not currently supported by the vendor, but has been submitted to their developers as a feature request.

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Category: Webcasts

Date Issue Browser/OS Solution

First Reported:
3/20/15

Last Tested:
v. 4.9 Spring '16

Question timestamps displaying an hour behind during live webcasts. This only appears for those asking the questions. The timestamp appears correctly in the Panopto Recorder.

All browsers

No current solution.

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Category: Windows Recording

Date Issue Solution

First Reported:
6/17/13

Last Tested:
v. 4.9 Spring '16

User logs into computer using HawkID & password and Panopto using HawkID & password but gets message that "Windows password does not match the given password"

Delete the user's profile on the computer & then have them log in again clear the password from browser's cache.

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If you did not see your issue/bug listed here, please visit our Frequently Asked Questions page.

Need More Help?

Contact the its-helpdesk@uiowa.edu or 384-4357 (4-HELP) 

©2016 The University of Iowa

 

Article number: 
104887
Last updated: 
February 13, 2017
Service: 
Category: