Common Access Issues

Technology Troubleshooting: For Instructors and Students

This page outlines some of the common access issues with learning technologies along with solutions. These issues typically arise because of browser-based learning technologies. Scroll below to see if your issue and common solution.

Access Issues (with Browser-Based Learning Technologies)

Examples: Brightspace, Kaltura MediaSpace, Kaltura Virtual Classroom

“Access Denied” (e.g., can’t get into the link for Kaltura Virtual Classroom, Kaltura My Media in Brightspace etc.)

Possible Solutions
  • Log in once to https://video.nic.bc.ca (NIC’s MediaSpace – public facing ‘YouTube’ like environment) to ensure Kaltura has you in its system – log in via the right corner (this allows you to join a Kaltura Virtual Classroom from a URL and be added to a Kaltura Channel – and also where you created your own meeting rooms under My Rooms)
  • Do a Tech Check: to provide feedback on the status of your computer.
  • NIC laptops – updates not automatic, delete and download new version of Chrome
  • Personal computers – updates should be automatic, check for any pending updates
  • Enable Third-Party Cookies: the integration of textbooks, Kaltura and other tools in Brightspace is called “third party” – need to be enabled on your browser to function
  • Allow for Other Third-Party Settings:  Explore your browser’s settings to ensure that ad-blockers, media blockers, privacy blockers are enabled to allow for third-party access for just the platform you are wanting access
  • Switch to Private Viewing Mode: switch to a private browser viewing (Chrome = Incognito mode) mode (see all browsers) to be in a mode that doesn’t know of any past browsing history and may provide a temporary solution before you update/download browser
  • Wired Connection: Be on a wired internet connection (more mbps may allow for a stronger connection to display media)

“We blocked this for you” (e.g., after inserting video embed code a message that the media is blocked in Brightspace)

Possible Solutions
  • Allow Media: Choose “Allow” or “Yes” to allow Brightspace to display media
  • Disable Browser-Blocked Third-Party Settings: Explore your browser’s settings to ensure that ad-blockers, media blockers, privacy blockers are enabled to allow for third-party access for just the platform you are wanting access
  • Do a Tech Check: Do a tech check to allow the platform to assess your system and provide feedback on the status of your computer.

Brightspace: “Your browser is looking a little retro” (e.g., you have logged into Brightspace and see this message)

Possible Solutions
  • Ensure Your Google Chrome Browser is Current

Can’t hear or see people in Kaltura Virtual Classroom (e.g., you have the wrong camera, speakers or microphone selected and it is preventing your ability to participate)

Possible Solutions
  • Do a Tech Check: Do a tech check to allow the platform to assess your system and provide feedback on the status of your computer.
  • Use Chrome as Your Browser: switch to Chrome browser as it is the browser of choice for many platforms NIC uses
  • Device Connection: Before you join the room, via the “Choose Your Devices” pop-up window ensure you have selected your accurate microphone, camera and speakers
  • Wired Connection: Be on a wired internet connection (more mbps may allow for a stronger connection to display media)