How to fix common Kaltura publishing/access issues by reindexing

When would I want to reindex my videos?

On rare occasions, Kaltura doesn't properly index published videos. This may prevent both embedded and Media Gallery videos from being viewed as intended.

This bug is usually the cause of the following issues:

• Students and/or instructors get Access Denied errors on the video
• Published videos missing/not showing up/disappearing from the course Media Gallery for students and/or instructors
• Videos that have been approved still appear as Pending in the Media Gallery

You can follow the steps in the next section to resolve the bug by reindexing your videos.

How to reindex Kaltura videos

You can email kalturahelp@berkeley.edu to do this fix for you, but please note that support is not guaranteed outside of working hours and even during working hours, an immediate response is not guaranteed. So, for the quickest resolution you may want to do the following:

1. Make a small edit to your video's metadata (e.g. add an extra space in the title or description) following the instructions in Manage Media Metadata. 
2. After a few minutes (to allow the system cache to clear), check to see if the fix worked:
   • For Access Denied errors or missing videos, select Student View and try accessing the video in the Media Gallery. If you can access the video as normal in Student View, the error has been resolved.
   • For Pending errors, check if the video still appears in Pending. If it doesn't, select Student View and try accessing the video in the Media Gallery. If you can access the video as normal in Student View and the video is no longer pending, the error has been resolved. 

If the above steps fixed the error, please email kalturahelp@berkeley.edu to let us know. We would like to be aware of all instances of the bug so we can get the vendor to fix it.

If the error remains even after taking the above steps, please send an email to kalturahelp@berkeley.edu for further support, including the information that you attempted to reindex your video using the steps in this article. (Please make sure to provide the title and date of the video in question.)