Known issues

There is currently an issue where trying to edit captions on Media Hopper Create shows an incorrectly formatted interface.  This means that users are unable to edit captions using the editing interface.  We are currently working with the supplier to resolve this as a top priority.  

Please see this entry on the IS Alerts page for more details and any updates: https://alerts.is.ed.ac.uk/index.cfm?fuseaction=view_alert&alert_id=10892

Update at 21/6/2022

This has been resolved by the supplier.  Captions can be edited successfully again now.

We have been made aware that it currently is not possible to approve or reject new content submissions which have been added to a moderated channel on Media Hopper Create from the main channel page.  Content added to these channels by channel managers or moderators will be auto-approved as per usual, and this does not affect un-moderated channels, or content which had already been approved.  The supplier for the service has been notified, and they are working to have this resolved as soon as possible.

As a workaround, managers and moderators of a channel can add the following to the end of the channel URL in the address bar to access the moderation options to approve/reject content: /tab/channelmoderation

For example:

https://media.ed.ac.uk/channel/Title/000000000/tab/channelmoderation

We will update the following entry on IS Alerts as soon as there's an update on this from the supplier:

https://alerts.is.ed.ac.uk/index.cfm?fuseaction=view_alert&alert_id=10225

Update The supplier for the service has resolved this issue.  All content can now be approved or rejected on a moderated channel as per usual.

When searching for content on Media Hopper Create using Safari, a blank page is shown with no results. When using a different browser, such as Chrome or Firefox, the results are displayed as expected so one of these can be used instead while searching until this issue has been fixed. The supplier are aware of this issue and are working to resolve it.

Update The supplier for the service have now resolved this issue, and search results are appearing correctly when using Safair as your browser.

Currently some users may see captions on both streams of a dual-stream video (such as those recorded with Kaltura Capture) during playback.  This appears to only be affecting some dual-stream videos where automated captions have been requested since around the start of January 2021, and does not impact playback of the content beyond the caption track appearing in small font on the secondary stream as well as the primary one.  The supplier for the service are aware of the issues and are working to resolve this  as soon as possible.  This appears to be a playback issue affecting only certain browsers.

UPDATE The supplier for the service have resolved this issue, so captions should only be appearing on the main feed of a video again now.

Media Hopper Create has been moved to a cloud-based platform to allow the service to cope with the extra anticipated load in preparation for teaching in semester 1.  Problems occurred with the migration which has resulted in a number of issues for service users such as error messages particularly during upload, delays on uploads and processing of media, auto captions with timing issues and lost edits to captions.  We've been working with the supplier to fix these issues.  Please see the service alert for the latest information.​

UPDATE The supplier have mittigated these issues, and the service is fully accessible again now.

We have been made aware of an issue where an error message is shown when trying to upload content to Media Hopper Create - when uploading media a red banner appears with the words 'Oops! Upload failed', and the upload process does not complete.  This does not affect the playback of content.  This has been raised with the supplier, who is currently investigating.  

A Service Alert has been raised for this, which is available here:

https://alerts.is.ed.ac.uk/index.cfm?fuseaction=view_alert&alert_id=8812

We will update this Service Alert as and when we have any further updates.

Update at 26-SEP-2019

The supplier for Media Hopper Create has advised that uploads to the service are now completing successfully again.  They are continuing to monitor the situation and investigate the root cause of the issue, therefore the upload functionality should be considered 'at risk' for the time being.  The entry on IS Alerts has been updated to reflect this.

Update at 27-SEP-2019

The supplier have advised that this issue has been resolved.  We have been monitoring the status of uploads in Media Hopper Create and have seen no instances of them failing since our previous update.

We have been made aware of an issue with some Media Hopper Create content not currently being able to be played.  Some users may see either a playback error when accessing a video, or when they try to play a video only a black screen is shown. This will include content which has been added to services such as Learn.

The supplier is aware of this issue and are working to get this resolved as soon as possible.

A Service Alert has been raised for this, which is available here:

https://alerts.is.ed.ac.uk/index.cfm?fuseaction=view_alert&alert_id=8796

We will update this Service Alert as and when further updates become available.

Update at 24-SEP-2019

The vendor has resolved this issue but are continuing to monitor.

We have been made aware of an issue that currently when trying to upload content to Media Hopper Create, a red error banner is shown saying 'Oops! Upload failed', and the content upload does not complete. This has been raised with the supplier, who are currently investigating. Playback of content is not affected.

A notice has been issued through IS Alerts about this problem, which you can find here:

https://alerts.is.ed.ac.uk/index.cfm?fuseaction=view_alert&alert_id=8745

This alert will be updated as soon as this issue has been resolved, or as soon as there is an update available.

Update at 22-JUNE-2019

This issue has been resolved, and all content can be uploaded correctly.

We have been made aware that the Desktop Recorder option in Media Hopper Create is not currently available.  The 'Launch Desktop Recorder' option on the 'Add New' dropdown menu in Create does not appear, so it is not possible to launch the tool at this time.  We have raised this with the supplier, and this Known Issue will be updated once this has been resolved, or as soon as there is an update available.

Update at 25-JUNE-2019

We have been made aware  that when trying to upload content to Media Hopper Create, an 'Error' message is being displayed, and the upload fails.  The supplier is currently investigating this issue, and their engineers are working to restore the upload functionality now.  This page will be updated once this has been resolved, or as soon as there is an update available.

Update at 11-JUNE-2019

This has now been resolved, and content can be uploaded to Media Hopper Create without issue.

The 'EdWeb code generator' page on Media Hopper Create, as well as the widget on the University Website Programme's 3rd Party Widgets page, are currently not operational.  This has been raised with the website team that looks after this functionality, and they will be looking to resolve this as soon as possible.  We will update this known issue once this has been resolved.

We have been made aware by the Learn service team that new assignement submissions made using the Media Hopper Create Mashup Tool are being submitted as a blank page.  They are currently working with the supplier to resolve this issue, and have detailed information about this known issue on their support pages:

Learn Known Issues - https://www.ed.ac.uk/information-services/learning-technology/virtual-environments/learn/help-support/known-issues

As a workaround they suggest to upload video submissions directly to Learn until this issue has been resolved.  This page will be updated as soon as we have confirmation from the Learn service team that this has been resolved.

Update at 21-SEPTEMBER-2018

This issue has been confirmed as resolved by the Learn service team.  The known issue at the above URL has more details.

We are aware of an issue when clicking the 'Manager' dropdown from the top of a Channel page where only some of the managers' names are appearing.

This has been raised with the supplier, and we will update this known issue when we have an update.

Update at 13-SEPTEMBER-2018

This issue has been resolved, the full list of channel managers can be seen now.

There may be intermittant problems accessing Media Hopper Create due to an ongoing issue reported by the supplier.  They are currently investigating the cause of this issue, and we will update this page once it has been resolved.

Update at 2-JULY-2018

The service alert has now ended, and this issue has been resolved by the supplier.

We are aware of an issue whereby if you mark a video as available for 'High Quality' download which has been recorded with Kaltura CaptureSpace Desktop Recorder on a Windows PC, the file will download with the extension '.noex'.

This only affects videos that have been downloaded as 'High Quality'; all other download options result in .mp4 files, and playback works correctly through Media Hopper Create across all devices.  Videos recorded using Kaltura CaptureSpace Desktop Recorder on a Mac are not affected.  Changing the '.noex' file to have a '.mp4' extension will allow the videos to be played as per usual.

We are in contact with Kaltura to get this issue resolved, and will update this known issue when we have an update.

Update at 11-OCTOBER-2017

Kaltura have advised that they are aware of this issue, and their engineers are working to resolve it now. This known issue with be updated when we have new information.

Update at 31-JANUARY-2018

We have heard back from the supplier on this issue who have advised that the latest version of the CaptureSpace software has resolved this issue.

To update the CaptureSpace Desktop Recorder, go to Media Hopper Create (https://media.ed.ac.uk), click 'Add New' then 'Launch Desktop Recorder'.  The old version of the Desktop Recorder will likely open, and can be closed.  Clicking on 'Download for Windows' will download the up-to-date version of this application, which can then be installed replacing the older one.  The latest release of the CaptureSpace Desktop Recorder is 4.63.

As before, this only affects videos produced with the older version of the software that have been set to be downloadable as 'High Quality' in Media Hopper Create; all other download options result in .mp4 files, and playback of all videos produced with the Desktop Recorder works correctly through Media Hopper Create across all devices.  Videos made with the latest version of this software will download as an .mp4 file for all quality settings.

We are aware of an issue where YouTube videos that have been added to Media Hopper Create cannot be played on mobile devices (iOS and Android).  These videos can still be played as per normal on desktop browsers.

We are working with Kaltura to diagnose and resolve this issue as a top priority, and this page will be updated once this functionality has been restored.

Update at 31-AUGUST-2017

We have a workaround in place, so these videos will play on mobile devices again now.  Kaltura are still investigating this issue, and I will update this known issue once it has been resolved.

Update at 18-OCTOBER-2017

The supplier are planning on releasing a fix for this issue on Sunday the 22nd of October.  This known issue will be updated once this has been rolled out.

Update at 24-OCTOBER-2017

The default player has been updated by the supplier, and this issue has now been resolved.  The work-around has been removed, and YouTube videos that had been added to Media Hopper Create are playing correctly on mobile devices.

We are aware of a change when viewing a playlist that has been embedded on certain platforms (such as Learn or SharePoint).  Previously text was shown in the embedded area stating that the material was restricted, along with a link directing the user to login to Media Hopper Create before veiwing the playlist.  An update was made to Media Hopper Create which has caused this link to be removed.

We are investigating means to restore this link.  In the mean time, this content can be viewed in the same manner as before - visiting the Media Hopper Create homepage and logging in, then loading the playlist again.

As soon as we have more information, we will update this known issue.

Update at 14-MARCH-2017

Previous functionality has now been restored.

We are aware of an issue whereby presentations that have been captured using the Kaltura Desktop Recorder's 'Presentations & Lectures' option, with only the slides and voice-over being used, are displaying with their slides in a hovering resizable box over an image of the first slide, rather than filling the player space.  This issue does not affect any presentations where the video from a webcam has also been recorded.

This is an intirim measure, and we are working with Kaltura to restore full presentation functionality.

As soon as a further update is received from the supplier we will update this known issue.

Update as at 09-FEBRUARY-2017

We have received communication from the vendor that they are aware of this issue, and are working on a fix.  They anticipate an update being made to the platform to resolve this issue by the 24th of February.

Update as at 15-FEBRUARY-2017

The vendor has updated the Media Hopper player so that these presentations are displayed correctly - full screen slides with voiceover, left hand menu for jumping between slides.

We are aware of an issue whereby the Desktop Recorder is not available via Learn, this has been reported ot the supplier and we are hopefull that a fix will be deployed quickly.

Update as at 09-JUNE-2016

We have been in communication with the supplier and they have advised that the method of launching the Desktop Recorder has been changed, in response to feedback they have received from other users.  

For Learn, the tool can now be launched by going to your Notifications Dashboard and Clicking on "My Media Hopper Media" at this point you can then select Add New > Launch Desktop Recorder.

For Moodle users the process has changed as well, you now need to click on Site Home > My Media at this point you can then select Add New > Launch Desktop Recorder.

We are currently working on updating all documentaiton and associated support materials.

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As a workaround users can log into the web portal, https://media.ed.ac.uk , and launch the Desktop Recorder form there.  Once uploaded this content will be visible in your own Media Gallery within Learn.

As soon as a further update is received from the supplier we will update this known issue.

We are aware of an issue whereby Media Hopper will not allow a date to be selected prior to todays date for the Date created field.  This is a bug and has been acknowledged by Kaltura, a request has been logged to resolve this and we await feedback.

Update as at 08-JUNE-2016

Kaltura have deployed a fix for the bug whihc prevented dates in the past being selected.  This feature now works as it should

As soon as a further update is received from the supplier we will update this known issue.

We are aware of an issue that prevents users on OS X 10.11.4 uploading content to Media Hopper.  

When uploading an error message may appear saying 'A connection failure occurred: SSL problem'.  This is a known issue and the product vendor are working on realeasing a fix for this as soon as possible.

Update as at 29-APRIL-206

The product vendor has released a new version of Capture Space whihc resolves this issue.  Users will be prompted to download and install the latest version when they launch Capture Space.

As soon as a further update is received from the supplier we will update this known issue.

We are aware of an issue whereby Media Hopper will not allow you to create a new or edit an exisiting playlist. When selecting Add to Playlist for a Media Asset an error will appear underneath asking you to complete the required fields, with no indication of the fields to be completed.

Update as at 19-April-2016

Kaltura have deployed a fix for this and the features are now working as expected

We are in communication with the supplier regarding this issue and are trying to resolve it as a matter of priority.

As soon as a further update is received from the supplier we will update this known issue.

We are currently aware of an issue with the embed functionality in Media Hopper.  We are working with the product supplier to resolve this issue as a matter of urgency and will update this notification when we have a resolution.

Update as at 15-FEB-2016

We have now deployed a fix to the Media Hopper player, resolving the embed issue.

Update as at 08-FEB-2016:

We have heard back from the supplier and they have identified a bug in the system. They are currently working with us to resolve this issue and we will provide another update when we have tested and deployed the fix.