Troubleshooting Panopto Error Messages


In this article:

The following error messages may occur during use of Panopto. Use the solutions described below to troubleshoot the described error:

Error Message: "Error packaging. Please contact Support."

Possible Cause: Error with the server

Action: Please submit a ticket through itsupport.umd.edu. The Service Desk will escalate the issue to Panopto support.

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Error Message: "No Primary Video."

Possible Cause: No audio captured during recording

Action: Ensure audio stream is available:

  1. Navigate to the folder where the recording is located and select Settings.
  2. On the left-hand navigation menu, select Streams.
  3. Under Streams, if there is no audio or DV stream, no audio was uploaded.
  4. Delete the recording and re-record.

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Error Message: "Error Encoding. Please contact support."

Possible Cause: Error with the server

Action: The video needs to be re-encoded:

  1. Navigate to the folder that contains the recording and select Settings.
  2. On the left-hand navigation menu, select Manage.
  3. Towards the bottom of the page, select Processing Management, then select Re-encode.

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Error Message: "Podcast encode attempt limit exceeded. Please contact Support."

Possible Cause: Error with the server

Action: The podcast needs re-encoded:

  1. Navigate to the folder where the recording is located and select Settings.
  2. On the left hand navigation menu, select Manage.
  3. Towards the bottom of the page, select Processing Management, then select Re-encode Podcasts.

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Error Message: "Could not process slides."

Possible Cause: Error with PowerPoint off-slide content, restricted fonts, SmartArt.

Action: Check for off slide content in PowerPoint:

  1. Open PowerPoint, select File, then select Information.
  2. Select Check for Issues then Check Compatibility.
  3. Ensure Off-Slide Content is checked in the Document Inspector.
  4. Select Inspect.
  5. View Report and navigate to slides to fix content.

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