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  3. 4. Kaltura Capture
  4. Troubleshooting

Troubleshooting

To solve problems with Kaltura Capture, it is important to first check whether your system meets the system requirements as set for this program.

The main requirements are as follows:

  • a 64-bit system
  • Windows 7 and higher or Mac OS X 12+
  • 4 core processors
  • 4 GB RAM
  • 1 GB storage
  • 1024 x 768 screen resolution for fullscreen
  • In case of problems, you should take the following steps before contacting the ISSC

Take a screenshot of the Kaltura Capture error message

  • Please take a screenshot of the error message as shown on your screen

Take a screenshot of the system information

To take a screenshot of your system information on Windows:

  • Type ‘System information’ in the search bar as shown in the Windows taskbar
  • Take a screenshot of the newly opened window

To take a screenshot of your system information on Mac.

Submit support logs

To submit the support logs in Kaltura Capture please follow these steps:

  • In the Kaltura Capture application click the ‘Manage’ option as shown below:
  • Now click on the gear icon in the left hand menu bar as shown below:
  • Now click on ‘Upload logs’ behind ‘Collect and upload app logs’
  • Be sure to copy the log ‘Token’ as shown in the popup window after successfully uploading the support logs

With all the above in hand please contact the ISSC and provide them with a detailed description of what you are trying to do, what the error was, what you tried to do to solve it and most importantly include the following:

  • Screenshot of your error message
  • Screenshot of your ‘system information’
  • The support log token

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