How do I fix the 3rd-party cookies problem in MediaSpace?

Google Chrome or Safari users may sometimes see an error message when accessing My Media, particularly when accessing it via My Tools > My Media in Brightspace. The message typically reads something like: “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.”

a caption of text reading "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."

 

 

 

This issue can usually be resolved by updating your browser to the latest version. If not, follow the instructions below to fix this issue.

In Google Chrome

  1. Open a new tab in your browser window and type chrome://settings
  2. Click Privacy and Security
  3. Click on Site Settings
    A screencap of the Chrome Settings window
  4. Click on Cookies and site data
    A screencap of the Chrome Site Settings window
  5. On this page, you’ll find two ways to enable 3rd-party cookies:
    • Toggle the Block Third-Party Cookies option
      A screencap showing the "block third-party cookies" option
    • Go to Allow and add (separately) [*]Kaltura.com, [*]langara.ca, [*]langara.bc.ca, and [*]ubc.ca
      A screencap showing the "Allow" section of the Chrome Privacy and Security settings

In Safari

  1. In Safari, click Safari on the top left side of your window
  2. Click Preferences
  3. Click Privacy
  4. Uncheck the box called “Prevent cross-site tracking”
  5. Refresh or revisit your My Media library – it should now load without errors
  6. Go back to Preferences and check the box called “Prevent cross-site tracking”
  7. Close your Preferences window

A screencap of the Safari Privacy settings window

Why does my video look fuzzy or low-quality?

If you recorded a video in high definition, this is probably because your video is still processing. This often occurs with high definition videos that involve a lot of fine detail, like captures of Excel. If you’ve just created or uploaded your video, it can take up to three times the duration of the video for a high definition version of the video to be available.

This can also happen the first time a user plays a video. Your original video is transcoded into several different qualities and formats, from a lower definition version for mobile or rural connections to a large, high-quality for fast, stable connections. This is to ensure that a video plays without skipping or stuttering. By default, a user will always automatically be delivered the highest-quality version of a video that their connection can play back without issues (though users can determine their own playback quality if they wish). Sometimes the process for determining this can take several seconds the first time a video is played by a new user, but usually resolves quickly.

What if I'm uploading from cloud storage?

If you store your media files on a cloud service such as Dropbox, OneDrive, Google Drive, or iCloud, download the files to local storage or make sure the file is available offline before you attempt to upload those files to Kaltura MediaSpace. Otherwise you may experience slow or interrupted uploads.