Kaltura Live Room: Troubleshooting

Remote Teaching

Kaltura Live Room: Troubleshooting

Kaltura Live Room: Troubleshooting

Before you start troubleshooting with one of the topics below we would like to ask you to do a hard refresh of your browser window (in the channel page or course media gallery).

A Hard refresh does not erase any of your other settings or cookies, only for this page!

To perform a hard refresh please perform the CTRL+SHIFT+R combination and thereafter the CTRL+F5 option (or replace the CTRL with CMD when on a Mac).

Webcam microphone not working browser blocking access
Webcam microphone not working due to privacy settings blocking a
Microphone/audio not working (other solutions)
Experiencing no sound
Being asked for a password to log in to the meeting room
Cannot enter live room (waiting for host)
Cannot enable live room
Setting up multiple moderators for your live room
Supported files in the files pane
Screen sharing not possible
Black screen whilst screen sharing
YouTube videos
Problems with session interruptions
Other problems
Minimum hardware requirements
Minimum internet requirements
Hardware and internet recommendations
Tablets and phones
iOS iphones and ipads
Android phones and tablets
When Kaltura Live Rooms or the videoplatform does not work
Breakout room 0

Webcam/microphone not working (browser blocking access)

When you get a pop-up as shown below, please follow the steps below:

  • Please press the lock icon to the left of the URL in your browser. This will open a security tab.
  • Click on the X behind the ‘Blocked Temporarily’ text for both the Microphone and Camera.
  • Refresh the webpage.
  • Press ‘Allow’ in the pop-up as shown below. Optionally check the ‘Remember this decision’ box to remember this option for future use. You can always undo this decision by following the above steps.

Webcam/microphone not working (due to privacy settings blocking access)

A Different issue from the first one we explained this issue is caused by privacy settings being tight (which usually is a good thing).

There are two pop-ups that appear when this is the case. The first one as shown below is given from within the Live Room application.

The second pop-up that is shown (not always) when privacy settings are the root cause is the one shown below:

If you get the above pop-up you can click that to access the privacy settings tab.

If you either didn’t get the above pop-up or accidentally hid it too quickly you can follow the following steps to go to the privacy settings page.

  • Click on the search bar in the bottom right of the Windows taskbar as shown below:
  • Type: Privacy
  • The highlighted result should be ‘Privacy settings’, if not, look for it (as shown below).
  • Click on the ‘Privacy settings’ button to open the settings page.
  • The ‘Privacy settings’ page will open on the ‘General’ tab. We are looking for the ‘Camera’ and ‘Microphone’ tabs which are located in the side bad to the left of this screen (as shown below).
  • Click on the ‘Camera’ tab to open it.
  • Look for the Heading ‘Allow apps to access your camera’, as shown below.
  • Press the ‘On/Off Switch’ to turn it to ‘On’. When on the button looks as follows (see image below).
  • Repeat the above step for the microphone!

Microphone/Audio not working (other solutions)

When the above steps provide no relief of the problems the last step you can take is to type ‘Sound settings’ in the search bar (in the Windows task bar as shown below).

  • After typing ‘Sound settings’ in the search bar, press enter to open the sound settings preference pane.
  • Click on the ‘Troubleshoot’ button below the sound source (Output or Input) you wish to fix. As shown in the images below (respectively for Output and Input).
  • After clicking ‘Troubleshoot’ a pop-up window will open that will try detect your sound sources.
    • In case you have multiple sound sources available you will have to choose the source you wish to troubleshoot.
  • After selecting the sound source you wish to troubleshoot, simply click ‘Next’ to have Windows to try to detect any problems causing your audio source to fail and consecutively have Windows fix the issue for you.

Experiencing no sound

When you enter a live room, you can see someone talking, who is heard by others, but you are still not hearing anything, there can be a few things that you can do.

  • Check the audio settings by pressing the speaker icon in your Windows taskbar.
  • If the icon looks as follows your audio has been muted:
  • To un-mute the audio please click on the icon as shown above to open the sound settings for the current device.
  • Click on the muted speaker to un-mute it.
  • If the speaker icon however shows as though it is playing (as shown below) you might need to select another output device.
  • To select another output device press the circumflex icon (^) on the top right of the image below to open a list of active audio devices.
  • Simply press on another device in the list to activate it.

Being asked for a password to log in to the meeting room

When entering a live room you get asked for a password but a password was not set by the host.

  • When you’ve already visited a live meeting room as a guest and are now a moderator or logged in user it might occur that you get a screen such as shown below:
  • Please press the lock icon to the left of the URL in your browser. This will open a security tab.
  • Click on ‘Clear Cookies and Site Data’.

Cannot enter live room (waiting for host)

When you get the ‘Waiting for the host to start the session’ message your channel host has not yet entered the room (as shown below).

If you are the host however there are several things that can cause this message to appear. To solve this problem please try the following steps:

  • Log in to video.leidenuniv.nl (or BlackBoard/BrightSpace).
  • Open the channel or course the Live Room is to be hosted at.
  • Press the ‘Launch Live Room’ button (as shown below).

The above steps should grant you access to open the live room. If this does not work we might need to clean your browser cookies and restart the browser before trying again.

  • Please press the lock icon to the left of the URL in your browser. This will open a security tab.
  • Click on ‘Clear Cookies and Site Data’. Or press the cookies tab in the window and clear them from there.

Cannot enable live room

If you followed the steps in the ‘Create a channel for your room‘ chapter but do not see the ‘Enable Newrow Live Room’ option as shown below. Please contact the ISSC to request access to the tool (if you are not a teacher please refer to your faculty video coordinator.

Setting up multiple moderators for your Live Room

When you are a host for a Live Room you might want to have additional moderators who can mute/un-mute attendees, look over the chat and Q&A, or host their own section during your lecture.

In Blackboard and/or Brightspace add a user and set the role of that user to any of the following roles for that user to become a moderator in your Live Room:

  • Marker/Grader
  • Teaching Assistant/Assistant Instructor
  • Instructor
  • Course Builder

For channels created on video.leidenuniv.nl add a new user to the channel with one of the following roles (steps on how to add or edit a user can be found in the manual):

  • Moderator
  • Manager

Be aware that with the above roles also come rights and responsibilities for that person. A Manager role for instance can edit your channel and a course builder or instructor for example can edit your courses … be sure the user you add knows what they can and most importantly should not do!

Supported files in the Files pane

  • Presentations — PPTX
  • Video — MP4, MOV, AVI, WMV
  • Image — PDF, PNG, JPG
  • Document — DOCX
  • Spreadsheet — XLSX
  • Audio — MP3

Adding large Powerpoint presentations can take a while to process, if your presentation is larger than 20 pages we would ask you to consider exporting the presentation as a PDF and uploading this to the live room instead. This will result in a faster processing of the file whilst the experience the presentations remains similar (see below).

Do note that adding Powerpoint presentations will result in the system making pictures of the presentation in order to share it. This means any content you are used to click in the Powerpoint presentation cannot be clicked on anymore. Please add any embedded videos to the playlist.

Screen sharing not possible

When working on Mac OS X Catalina (10.15) you will have to grant permission to share your screen before it is possible. When you did not get a pop-up asking for permission or you accidentally Please follow these steps to grant permission.

  • Click on the ‘System Preferences’ icon in your dock to open it.
  • Click on the apple icon in your computer’s top navigation bar.
  • Select ‘System Preferences’.
  • Select ‘Security & Privacy’.
The System Preferences window
  • Select the ‘Privacy’ tab.
  • Scroll through the left column until you find ‘Screen Recording’ and select it.
  • In the ‘Screen Recording’ section, check the box corresponding to ‘Google Chrome’ and/or ‘Firefox’.

Black screen whilst screen sharing

Starting screen sharing on the tab that is showing the Live Room session might result in an error and a black screen. Avoid doing this! To solve:

Please close the current screen sharing session. Open the browser tab you wish to display in another browser window and reopen screen sharing on that window.

YouTube videos

In case you are trying to show YouTube videos but they are either not found in the tool itself or isn’t properly playing back you can either share the link of the video in the chat or notes or add the YouTube video to your Kaltura media and add it to the Live Room through the Video Library option.

To add a YouTube video to your Kaltura media, follow the steps as described here.

Problems with session interruptions

We have from time to time received reports that people are experiencing problems with sessions failing.

There are a few things we can advise:

  • Turn off your own camera feed! This will lower the bandwidth and processing requirements considerably.
  • Hide other users webcams to limit bandwidth and processing requirements.
    • Hover over the main window (with the whiteboard, presentation or otherwise).
    • Click the ‘Hide webcams’ button usually situated in the bottom left corner (as shown below).
  • Close all other programs:
    • Whilst unassuming Microsoft Office is very heavy on the system.
    • Adobe in general is a very heavy on the system set of programs and also uses precious video resources required to transcode the videostreams.
    • Any other software you have opened but do not immediately require.
  • Restart your browser (and close all tabs other than the live room).
  • Restart your computer (we tend to leave our computers on day and night but this also creates problems of its own such as memory and CPU hogs, it is generally wise to reboot once every so often.
  • Try another browser:
    • Chrome is good but it is also a ‘beast’, it is very heavy on the computer. Try FireFox and see if this makes a difference.

If the above tips do not help we are keen on hearing your situation and trying to help you solve your issues. Please refer to the next chapter to get in touch.

Other problems

Before you proceed in this sub-chapter please check if there are problems reported on the following status website:


If the problem is not listed in the link above you can always try a hard refresh of your browser window by pressing CTRL-SHIFT-R or CTRL-F5 (or replace the CTRL with CMD when on a Mac).

When you are experiencing problems with your session please refer to the below list of hardware and network requirements and check if your system matches as well as make a screenshot of this screen (type 'system information' in the windows search bar or go to the 'about this Mac' menu. Please follow the steps below before you contact the ISSC helpdesk and please make reference to the fact you followed the below steps, give the link to the Live Room (such as https://smart.newrow.com/room/?xxx-xxxx), attach the screenshot of the system information and provide a timestamp for when you submitted the support logs so we can cross reference the ticket with the logs:

  • Click on the three (vertically aligned) dots in the taskbar of the Live Room.
  • From the pull-down menu that opens choose ‘Settings’.
  • Scroll down in the ‘Settings’ pop-up window if necessary and choose ‘Submit Support Logs’.
  • A New pop-up window will open where you can ‘Submit Support Logs’.
  • Tick a box in front of the applicable problem:
    • Webcam Quality (when your or other users webcams are causing problems in your session).
    • Microphone Quality (when your or other users microphones are causing problems in your session).
    • Content Playback (when playing back content such as a powerpoint presentation, YouTube video or otherwise is giving problems during your session). Kindly copy this text into your ISSC helpdesk ticket as well.
  • Please enter a description of your problem in the ‘Message’ field. Try to describe what steps you took to (re)produce the problems so that the support team can accurately check and reproduce these problems and hopefully provide a solution.
  • Please leave the checkbox for ‘Send logs’ checked!

Minimum hardware requirements:

  • Computer with Windows 7 or higher (10 recommended).
  • Browser (up to date): Chrome, FireFox, Edge.
  • Pentium 4 or more modern SSE2 capable processor.
  • 1Gb of RAM.
  • A Surface PRO 2 or Surface PRO 3 will also work!

Minimum internet requirements:

First and foremost we highly recommend connecting to the internet through a physical connection rather than through WiFi. This due to the fact there are a lot of external factors that can make WiFi unreliable for high throughput live sessions. Below is a list of minimum requirements to participate in a Live Room session. For a host we recommend to have at least double the requirements below.

  • Participate with webcam and microphone: 2 Mbps upload, 2 Mbps download
  • Participate with microphone: 1.5Mbps upload, 2 Mbps download
  • Participate without webcam or microphone: 1 Mbps upload, 2 Mbps download

You can check your active internet connection through:

Because you are broadcasting it is also important to check your sustained upload speed. You can check your sustained upload speed here (test for at least 2 minutes):

Hardware and internet recommendations

  • Computer with Windows 10 (up to date).
  • Browser (up to date): Chrome, FireFox, Edge.
  • Minimum two core CPU with four threads. Higher is always better
  • 8 GB of RAM. Higher is always better.
  • Wired internet connection.
  • Minimum 4 Mbps sustained upload\download connection.
    • Test your upload speed here. Let the test run for at least 2 minutes.

Tablets and phones:

Whilst we do not recommend using the tool with a tablet or smartphone, due to the limited user experience you will receive, the following devices are supported:

iOS (iPhones and iPads)

To use Newrow Smart on iPhone, you’ll need:

  • iPhone 5S or later
  • Safari
  • iOS 11 or later

To use Newrow Smart on iPad, you’ll need:

  • iPad Mini 3, iPad Air, iPad Pro, iPad (2017) or later
  • Safari
  • iOS 11 or later

Android (phones and tablets)

To use Newrow Smart on Android phones or tablets, you’ll need:

  • Android 4.0 or later
  • Chrome

Smartphone camera not in landscape

If your camera feed is showing your picture as a portait with black filling to the left and right of the screen please tilt your phone or tablet to landscape mode.

If any problems occur please visit the troubleshoot sub-chapter where we will keep a FAQ with possible problems and solutions.

When Kaltura Live Rooms or the videoplatform does not work

- If Video.leidenuniv.nl does not work, try the LMS (Brightspace or Blackboard), if those do not work, use MS Teams.
- If the Live Rooms on LMS do not work, try the videoplatform at video.leidenuniv.nl, if that do not work, use MS Teams.

Breakout room 0

Breakout room 0 is a currently visible room in the breakout room list. This room however is not functional and should not be used. When you have dragged people in there or the automatic option has put people in there please move them to another breakout room as it will break functionality. This breakout room is not available to deletion at this time.