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)

“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