What to do if you get an "Access Denied" message, a request for authorization, or a blank page when trying to access video-related pages in Brightspace.

Problem: When you click on “My Media” or “Media Gallery,” you receive an “Access Denied” message, a request for authorization from Kaltura, a blank page, or another error message that prevents you from seeing any of the page content.

Solutions: There are a variety of reasons that you aren’t able to access video-related content in Brightspace. Try any or all of the following solutions, and email support@smcsc.edu if none of these work for you.

Solution #1: Log In/Log Out

Many “access denied” messages are the result of a so-called “stale login.” (That is, your Kaltura and/or Brightspace credentials have expired behind the scenes.). Log out of Brightspace, log back in, and try to access the video-related page(s) again.

Solution #2: Ensure Your Operating System is Up-to-Date

Brightspace and Kaltura employ web security that requires some of the latest operating system updates. Ensure that your operating system has been updated to the most recent version.

Solution #3: Check Your Browser

Make sure you are using Chrome or Firefox to access Brightspace and Kaltura. Users who are attempting to watch Kaltura videos on Safari on an iPhone will have to update cookies. See next solution.

Solution #4: Check Your Cookies Settings

Cookies may not be configured correctly in your browser. Because Brightspace is communicating with a third-party video service (Kaltura), it’s important that these settings be correct. See the attached Configure Cookies instructions.


Get Help

If none of these solutions work for you, send an email to support@smcsc.edu or fill out a help desk ticket and include the following information:

  • Your operating system (Windows/Mac)
  • Your operating system version number
  • Which browsers you've attempted to use to access video content