Troubleshooting the Kaltura Screen Recorder

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First Supported Kaltura Version: 
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Kaltura Screen Recorder - Recommended Browsers

This section describes the supported browser versions and other software requirements for the Kaltura Screen Recorder.

KSR is supported in all browsers that have Java installed. See exception for Chrome versions 42 and later.

If you are running Mac OS X and have upgraded to Java 7 (JRE 1.7.x), you will not be able use the Google Chrome browser with any web application requiring Java. Java 7 requires a 64-bit browser, and Chrome for Mac is only available as a 32-bit browser, Java 7 cannot run on Chrome. 

For the client machine using the Screen Recording widget, the client should be a Windows or Mac PC with at least 512MB of RAM with Java 1.6 or later.

If a browser is not listed it has not been certified by Kaltura, and does not necessarily mean that will not work with the given application. Additionally, browser settings like Internet Explorer's Compatibility View may correct some issues.

Chrome v42

As of April 2015, starting with Chrome Version 42, Google has added an additional step to configuring NPAPI based plugins like Java to run. As of the latest version of Chrome (42), released last week, Google has decided to block Java (and other NPAPI based plugins) by default, as described here: https://java.com/en/download/faq/chrome.xml. As a result the Kaltura Screen Recorder will not function in instances of Chrome that have recently been installed or which have auto-updated to the latest version. The Kaltura Screen Recorder continues to function properly in all other major browsers.

To ensure that the Kaltura Screen Recorder continues to work properly in Chrome (42)

  1. Open Chrome and browse to chrome://flags/#enable-npapi
  2. Click Enable. 
  3. Click "Relaunch Now" at the bottom of your Chrome window.

Closing and reopening Chrome is not sufficient, you must click the "Relaunch Now" button.

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Kaltura Screen Recorder (KSR) Supported Operating Systems and Browsers

Recommended Desktop Operating Systems and Browsers

  Internet Explorer Google Chrome Mozilla Firefox Safari
OS \ Version # 7 8 9 10 11 <v42 v42 and up Previous Latest 6
Windows 8 not supported not supported not supported recommended recommended recommended not supported known to work recommended not supported
Windows 7 not supported not supported recommended recommended recommended recommended not supported known to work recommended not supported
Windows Vista not supported not supported recommended recommended recommended recommended not supported known to work recommended not supported
Windows XP known to work recommended not supported not supported not supported known to work not supported known to work known to work not supported
 
Mac OS X 10.7 not supported not supported not supported not supported not supported not supported not supported known to work known to work known to work
Mac OS X 10.8 not supported not supported not supported not supported not supported not supported not supported known to work recommended recommended
not_supported = Not Supported     known_to_work = Known to work; some features may not be available     recommended = Recommended

The following topics are described:

KSR File Locations

The following lists the KSR file locations to access your files:

Windows XP:

C:\Documents and Settings\{USERNAME}\Local Settings\Application Data\Kaltura

Windows Vista and later:

C:\Users\{USERNAME}\AppData\Local\Kaltura

Mac:

/Users/{USERNAME}/Library/Kaltura

Screen Recorder does not open (Windows)

When you try to launch the Screen Recorder, the Screen Recorder does not open. 

To enable the Screen Recorder to open

  1. Verify that Java is installed.
  2. If Java is not installed, install Java.
  3. If Java is installed, allow Java in the AVG LinkScanner component.
  4. If Java is installed and allowed by AVG, uninstall and reinstall Java.

To verify that Java is installed

Click http://www.java.com/en/download/installed.jsp?detect=jre&try=1.

To install Java

Open http://java.com and download the latest Java version.

To allow Java in the AVG LinkScanner component

If AVG is installed, the AVG LinkScanner component may block Java unless you disable one of the options.

  1. On the start menu, open AVG.
  2. In LinkScanner, clear the following option (the option name depends on your AVG version):
  • Enable Online Shield
  • Enable Surf-Shield

For more information, refer to the AVG Support and Discussion Forums.

To uninstall and reinstall Java

  1. On the Control Panel, select Programs and Features.
  2. Select Java and click Uninstall.
  3. Open http://java.com and download the latest Java version.

Screen Recorder does not open (Mac)

When you try to launch the Screen Recorder, the Screen Recorder does not open. 

To enable the Screen Recorder to open

NOTE: 32-bit browsers such as Chrome do not support Java 7 on the Mac platform.

If you are running Java 7 on Mac OS X, open the Screen Recorder with Firefox or Safari. Do not use Chrome.

For more information, refer to the Mac Java 7 FAQ.

Screen Recorder does not open on Mac OSX 10.9 (Maverick) 

Since Java applets now forced by Safari to run sandboxed,  perform the following steps to open the Kaltura Screen Recorder:

To run the Safari on  MAC OSX 10.9perform thethe following steps (since Java applets are now forced by Safari to run sandboxed):

1. Open the "Preferences..." for Safari.
2. Click on the Security tab.
3. Click on the "Manage Website Settings…" button for plugins.
4. Choose "Unsafe Mode" as the option for using the Java Plugin on the site hosting the applet.

Screen Recorder freezes during encoding (Windows)

While uploading your recording, the Screen Recorder freezes during encoding. 

An "Error while encoding" message may be displayed.

To enable the Screen Recorder to encode your recording

  1. In your virus protection software, display the list of blocked applications.
  2. Change the SOM_COM_ENCODER_2.EXE permission to Allow.

Screen Recorder freezes after upload (Windows)

While uploading your recording, the Screen Recorder freezes when the progress bar shows the upload is 100% complete.

To enable the Screen Recorder to complete the upload of your recording 

  1. In your virus protection software, display the list of blocked applications.
  2. Change the SOM_COM_ENCODER_2.EXE permission to Allow.

 

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