skip to main content

Help Topics

Each of these topics includes several pages.

Related Pages

  1. Having Trouble with Kaltura?
  2. I cannot access my previous courses
  3. I cannot see the first lesson
  4. I cannot see the menu in my class
  5. I can't connect to Wi-Fi on campus
  6. Login Help Request
  7. My online class has no content

This site intended for MHCC students

Having Trouble with Kaltura?

Updates with browsers, Kaltura, or Blackboard have all been known to cause issues with access to Kaltura videos. Online Learning tracks and seeks solutions to issues as they arise.

If your issue is listed below, please try the solution provided.

If you have an issue that is not listed here, please contact Online Learning. Details about your computer or device, browser, etc., are helpful, as are screenshots.

Common Issues

Third-Party Cookies

You may receive a message telling you that 3rd party cookies are required to view a video, such as the image below.
Sample message regarding 3rd party cookies

When Kaltura videos are embedded in Blackboard courses, Kaltura is a "third party." You may need to enable 3rd party cookies to be able to view the content. The process will differ for each browser and browser version.

Here are steps for popular browsers:

If you know how to allow third-party cookies for specific sites, you can allow Kaltura's cookies on Blackboard while not turning on third-party cookies for all websites.

If turning on 3rd party cookies does not solve the problem, the best remedy is to try a different web browser. We recommend the Google Chrome browser as an alternative.

Access Denied Message

When I click to play a video, I just see "Access Denied."

There are multiple reasons this issue may occur:

  1. Cookies are not allowed. See topic above about 3rd party cookies to enable cookies.

  2. A browser extension, add-on, or plug-in is blocking content or restricting 3rd party cookies on the site.
    One plug-in that often causes this problem is called Ghostery. You can Pause Ghostery or Trust Site in Ghostery (use the Simple View when clicking the Ghostery icon in your browser bar) to test whether this is causing the problem. Similar add-ons include Adblock Plus, Privacy Badger, AdGuard, uBlock Origin, and so on.

  3. Another possible cause is the video is published as "private," meaning only the instructor can view the video

Try resolving by allowing cookies or trusting the site in your browser's privacy extensions/add-ons.

If this does not solve the problem, please contact Online Learning.

Error Message in Place of Embedded Video

Sometimes, users report seeing a message such as this where there should be an embedded video:

Either you are not logged in or you do not have the appropriate privileges to perform this action.

This might be caused by heavy traffic on the media server. You may want to try a different browser (Firefox and Chrome are recommended) or try re-loading the media later.

Feel free to contact Online Learning with details.