---
title: "Troubleshooting Kaltura Capture"
canonical: "https://kb.uconn.edu/space/TL/10770830254/Troubleshooting%20Kaltura%20Capture"
format: markdown
---
This article is for students, faculty, and staff who are experiencing issues with Kaltura Capture. 

## Issue: Less Than 1GB of Memory, Kaltura Cannot Run

Mac users may receive a message that there is less than 1GB of memory and Kaltura cannot run. The user needs to uninstall the application completely, including all Kaltura Capture-related files, and then reinstall the app. 

1. Uninstall the application itself by moving its icon to **Trash**.
2. Remove Kaltura folder from the following location: **Mac OS: *****/Users/<username>/Library/Preferences/Kaltura**** *
  1. If you do not see the **Library** folder, press **Command + Shift + Period** to show hidden files/folders.
  2. Restart your computer.
  3. Install the latest application version.
  4. Navigate to **System Preferences.**
  5. Click on **Security & Privacy. **
  6. Go to the **Privacy tab.**
  7. Select **Screen Recording. **
    1. Verify that Kaltura Capture is enabled.
  8. Reboot your computer.
  9. Start **Kaltura Capture**.
  10. Test for whether or not you can record.

## Issue: Videos Not Uploading to Kaltura, Videos Not Processing in Kaltura

> ⚠️ This section is only applicable for when you have recorded only the webcam or just the desktop, but not both.

When a video in Kaltura Capture does not upload or process on the Kaltura server, users should manually upload the video.

### Windows

You should check the local copy of the video to ensure it is not corrupted before manually uploading it to Kaltura.  If the video is corrupted, you will need to record the video again.  

1. <span style="color: #172b4d">Press </span><span style="color: #172b4d">**Win + R**</span><span style="color: #172b4d"> to open up the </span><span style="color: #172b4d">**Run**</span><span style="color: #172b4d"> window.</span>
  1. <span style="color: #172b4d">Type </span><span style="color: #172b4d">**%localappdata%**</span><span style="color: #172b4d">, as shown in the image below</span>.
  2. Open **Kaltura. **
  3. Click on **Capture.**
  4. Select **Recordings**. <span style="color: #172b4d">The file names are not descriptive. You will need to rely on the date modified to determine which video you need to re-upload.</span>
  5. Find the .mp4 video that corresponds to your recording.
  6. Navigate to the [Kaltura My Media page](https://kaltura.uconn.edu/my-media).
  7. Log in with your NetID.
  8. Click on **Add New**.
  9. Select **Media Upload**.
  10. <span style="color: #172b4d">You will be able to rename it as it is uploading. Once finished, you will see a green banner telling you the upload is complete. The video will now process. Close the window.</span>

### <span style="color: #172b4d">Mac</span>

<span style="color: #172b4d">You should check the local copy of the video to ensure that it is not corrupted before manually uploading it to Kaltura. If the video is corrupted, you will need to record the video again.  </span>

1. <span style="color: #172b4d">Open </span><span style="color: #172b4d">**Finder. **</span>
  1. <span style="color: #172b4d">Hold down the </span><span style="color: #172b4d">**Option**</span><span style="color: #172b4d"> key on your keyboard.</span>
  2. <span style="color: #172b4d">Click </span><span style="color: #172b4d">**Go**</span><span style="color: #172b4d"> from the top bar.</span>
  3. <span style="color: #172b4d">Select </span><span style="color: #172b4d">**Library**</span><span style="color: #172b4d">.</span>  
> Macro (inline-external-image)
  4. From the **Library** folder, navigate to **Preferences**.
  5. Click **Kaltura**.
  6. Click **Capture**.
  7. Select **Recordings. **The file names are not descriptive. You will need to rely on the date modified to determine which video you need to re-upload.
  8. Find the .mp4 video that corresponds to your recording.
  9. Navigate to the [Kaltura MyMedia page](https://kaltura.uconn.edu/my-media).
  10. Log in with your NetID.
  11. Click on **Add New**.
  12. Select **Media Upload**.
  13. <span style="color: #172b4d">Drag the .mp4 file you located in </span><span style="color: #172b4d">**Step 9 **</span><span style="color: #172b4d">onto the browser window to begin uploading it.</span>  
> Macro (inline-external-image)

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