Catalina, Kaltura Capture, Mashups & My Media

The Mac OS X Catalina [10.15.x] update released in October 2019 is causing several issues with the Kaltura Media tools used in many courses in UNM Learn. There are related issues using Simple Help, the remote access software used by the UNM Learn Support team.

Addressed Below Are:

Trying to install Kaltura Capture - “can’t be opened because Apple cannot check it for malicious software."
Trying to record, Kaltura Capture does not open.
Trying to view Kaltura media files with Safari - "Access Denied" (Use Google Chrome or Mozilla Firefox).
Trying to access My Media with Safari - "Access Denied" (Use Google Chrome or Mozilla Firefox).
Simple Help does not show your screen to agents during a support call

Installing Kaltura Capture

When users are trying to download and install Kaltura Capture, an error "can't be opened because Apple cannot check it for malicious software" is appearing.

To finish the installation do the following:
1. After you have dragged the app into the Applications folder, if you are still on that screen, double-click to open the Applications window. Or navigate to Applications using the Finder or by using the Go menu.
2. Right-click the KalturaCapture app (or command + click if you do not have right-click enabled on the trackpad). Choose "Open".
3. This opens a pop-up window that shows the same “…malicious software” warning. Click Open again.

4. You should now be able to finish the installation.

Recording with Kaltura Capture the First Time

After Kaltura Capture is installed, you click to record, and it does not open.

1. Click the apple icon.
2. Choose System Preferences/ Security and Privacy/ Screen Recording/ enable “KalturaCapture.app.”

Viewing Kaltura media files with Safari

Users trying to view Kaltura videos via Safari get an "Access Denied" error. You can see the thumbnail of the video, but when you click the play button you get “Access Denied.” There is currently no know fix for Safari. The workaround is to use a different browser: Google Chrome or Mozilla Firefox.

Trying to Access My Media with Safari

Users trying to access My Media with Safari get an "Access Denied" error.
There is currently no known fix for Safari. The workaround is to use Google Chrome or Mozilla Firefox. (Note: this is not the same as the "...you are not logged in..." Kaltura error. That error will be received by all students regardless of OS, and requires that the instructor re-link videos.)

Simple Help does not show the screen

Simple Help/ Remote Desktop does not show your screen to agents during a support call.
This can be fixed by modifying the security settings:
1. Click the apple icon.
2. Choose System Preferences/ Security and Privacy/ Screen Recording/ enable System Preferences / Enable “Remote Support.app”