When media is added to Kaltura, machine captions are ordered automatically. (These captions also form the basis for transcripts for audio files). On rare occasions, the machine captioning process fails. If a Kaltura media entry you own is missing captions or a transcript, please use one of the following options. (For YouTube videos one can only use Option C.)
Option A: Save a Copy
This option creates a duplicate file which forces the system to restart the captioning process. If you've already got the original media without captions published anywhere (in a Media Gallery in bCourses, a Channel in Mediaspace, or embedded on a page in your bCourses site), you'll need to replace it with this new copy.
- From My Media or a Media Gallery in which the media in question appears, select the media; this takes you to its Media page.
- Select Actions > Launch Editor.
- Select Save a Copy.
- In the "Save a Copy of the Media" dialog, provide a new name for the media if you wish, and select Create.
- In the Success dialog, select Okay.
You will find the new copy in your My Media. It will take some time for the Kaltura to re-process the video, and for the captions to be ready.
Option B: Trim the video, save it, and then reorder captions
This option may be preferable when your media is already published (whether in a Media Gallery in bCourses, a Channel in Mediaspace, or embedded on a page in your bCourses site) and when it would be burdensome to have to find the location(s) where it is published and republish it. Note that there is a very slight risk that saving will fail, corrupting the video; there will be no uncorrupted original video to fall back on, so if this content is critical to you, we recommend Option A. This option (B) also requires more steps.
- From My Media or a Media Gallery in which the media in question appears, select the media; this takes you to its Media page.
- Select Actions > Launch Editor.
- Make an edit. The simplest thing you can do is trim a tiny bit from the beginning or end of the video; do so by dragging the handlebar in the timeline at the bottom of the page in from the beginning or end. (For more about editing, see How do I use the Kaltura video editor?
- Select Save.
- In the Save dialog, select Save.
At this point you will see a dialog that says "Saving is in progress". Select the Close Editor button. - Select "Back to Media Page"
- Select Actions > Caption & Enrich.
- Scroll down to the section "Order Captions and Enrichment Services", leave the selections (for Service, Source Media Language, and Feature) as they are, and select Submit.
- In the Resubmit request dialog, click Resubmit.
A banner appears below the Order Captions & Enrichment Services head reading "Your request has been received. Your video will automatically be updated upon completion." Also, under Existing Requests, you will see your most recent request with a Status of "Pending".
Once you have completed the above tasks you will likely want to turn to some other task, and give the captions creation process some time to complete. (You should get an email when the new captions are ready, from customer_service@kaltura.com.)
Option C: Try to simply reorder the captions (only method for YouTube videos)
In most cases this will NOT work, but if there's not an urgency in getting captions, it's a simple thing to try. (You will have to wait, probably at least 30 minutes, to find out if this fails or succeeds.) In RTL's experience, it has succeeded only for a subset of YouTube videos added to Kaltura for which captioning did not originally succeed (these show a Request with status "Error" on the Caption & Enrich page).
- From My Media or a Media Gallery in which the media in question appears, select the media; this takes you to its Media page.
- Select Actions > Caption & Enrich.
- Scroll down to the section "Order Captions and Enrichment Services", leave the selections (for Service, Source Media Language, and Feature) as they are, and select Submit. (Note: if your spoken audio is not English, you can select a different language for the Source Media Language. Assuming you haven't previously tried to order captions in the language you select, it is likely that captions will be regenerated successfully.)
- In the Resubmit request dialog, click Resubmit.
A banner appears below the Order Captions & Enrichment Services head reading "Your request has been received. Your video will automatically be updated upon completion." Also, under Existing Requests, you will see your most recent request with a Status of "Pending".
Once you have completed the above tasks you will likely want to turn to some other task, and give the captions creation process some time to complete. (You should get an email when the new captions are ready, from customer_service@kaltura.com.)