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Event Update From: 03/24/2020 11:03 AM
Title:
Kaltura in Compass update Tuesday
Summary of Work:
			Thanks to the assistance of several helpful Tech Services teammates, we believe the issue with Kaltura in Compass is isolated to xfinity/Comcast users. The provider appears to be blocking some content from one of the addresses we use. A task force is being assembled to address the issue. Please contact consult@illinois.edu for assistance.
			
Event Start:
03/23/2020 05:08 PM
Event End:


Original Event From: 03/23/2020 05:08 PM
Title:
Kaltura in Blackboard issues today
Summary of Work:
		
		
Impacted Audience:
students and faculty that use Kaltura in Compass
Impact of Work:
		We have had reports of some students and faculty in Blackboard being unable to play some videos added with Kaltura.  Most students (including other students in the same course) and instructors can play the videos. However, some customers report some videos not playing and seeing an error message, either ". . .  invalid response" or a broken link icon, or a blank screen.  

This is not a broad outage from what we can see. We are working with the vendor and gathering data from affected users.  We have not been able to reproduce the issue, but we know it exists.


Steps to troubleshoot if a customer submits a ticket/calls:
?	Ask them to send in any error message, a screen capture or copy and paste of the text.
?	Ask them to perform a speed test check, so we can determine if there is a commonality with bandwidth.  https://www.speedtest.net/
?	Ask what browser they are using.
?	Ask if they can play a video on MediaSpace, such as https://mediaspace.illinois.edu/media/t/1_e94mnmqr/   This may help us determine if the problem is limited to the Compass integration.

We will update as we know more.
		
Event Start:
03/23/2020 05:08 PM
Event End:
Affected Systems/Services:
Illinois Compass 2g, Kaltura (Illinois Media Space)
Affected Campus:
Urbana-Champaign