Videos not loading on iPhone/iPad via Canvas app or browsers (safari, chrome, firefox, edge)

[ChelseaSherwood]

I’m having issues with the videos not populating/playing on my iOS devices. They do work on a Windows PC. I have tried all troubleshooting I can think of. Today, I spoke with IT support at my academic institution (Arizona State University) and they were stumped as well.

       Some of the things we tried include: offloading canvas app, clear app cache, update Safari settings, attempted to access the videos via Chrome and Firefox, and I even did a factory reset on my device. I googled the issue as well and it appears that this issue has come up with canvas sporadically over the past few years.

The community post is marked "Solved" but the flagged solution is another reiteration of the problem.

Can anyone offer a solution?

[ProfessorBeyrer · Accepted solution]

You have already listed the solutions that come to mind, including contacting your local IT team. You mention the videos play on a Windows PC, and I wonder if there is a file format issue. The formats are the same but there are different documents in the Canvas Guides depending on the Canvas tool used:

• What types of media files can I upload in Canvas as an instructor?
• What file formats does Canvas Studio support?

The only other thing I would do is re-export the videos, perhaps changing the encoding settings, to see if that helps. Or if you can upload them to YouTube, they can be played from there.

I hope our colleagues in the Community have other ideas on how to deal with this.

[JOEKRAMER]

I am having issues with playing videos that I have uploaded into Kaltura gallery not being playable in a useful way from the Kaltura Teacher or student app. Some students are complaining that the videos are playable but that the video is just a black screen. I have verified this to be the case when I access them from my iphone. Audio seems fine in my hands but the playback is just a black screen. These are .mp4 videos that have been uploaded to kaltura for processing and which work just fine when you access them from a laptop. I have tried many variations of turning off tracking and other privacy settings within safari to no avail. This should not be this complicated. Is there some Faq that actually addresses this question and provides a uniform way to fix this on student devices?