How to Troubleshoot Panopto Viewing Issues

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Microsoft Silverlight

Panopto utilizes the Microsoft Silverlight plugin for users to view content through web browsers.  Silverlight is a free plugin that is compatible with multiple browsers, devices, and operating systems.

Silverlight must be installed on the computer that you are viewing content on, and enabled in the browser you are utilizing.

You can check if Silverlight is installed on your computer by going to Control Panel -->Uninstall a program(add or remove programs) -->and locating Microsoft Silverlight on the list of applications. 

To download the newest version of Microsoft Silverlight and install it on your computer go to the following link: http://www.microsoft.com/silverlight/

Run the Silverlight setup file to successfully install the plug-in and restart any browser that was open during the process.

How to re-install Microsoft Silverlight on a Mac 

If content appears to be buffering, but never plays on a Mac, you may need to remove SIlverlight components and then reinstall the plugin.

1.) Double-click the hard drive icon on your desktop

2.) Navigate to your Internet Plug-Ins directory: /Library/Internet Plug-Ins/

3.) Drag any of the following into your trash bin:

  • Silverlight.plugin
  • WPFe.plugin

Now, reinstall the program via http://www.microsoft.com/silverlight/

How to make sure Microsoft Silverlight is enabled in Internet Explorer

Navigate to the tools menu in an Internet Explorer browser window and choose manage add-ons as seen below.

Sort the add-on list to Show: All Add-ons.

On the list of add-ons you will see Microsoft Silverlight installed and Enabled as shown below.

If Silverlight is not on the list you need to install the add-on from Microsoft's site as shown previously.

If Silverlight is disabled, highlight Microsoft Silverlight and click the Enable button on the bottom right of the window.

How to make sure Microsoft Silverlight is enabled in Mozilla Firefox

In Firefox drop down the menu labled Firefox in the upper left hand corner of the browser.  Choose the Add-ons option as shown below.

The Firefox Add-ons Manager tab will open on your machine.  Choose the Plugins tab as shown below.

You will see a list of installed and activated plugins.  You should see Microsoft Silverlight on this list and set to Always Activate as shown below.

If Silverlight is not on the list you need to install the add-on from Microsoft's site as shown previously.

If Silverlight is on the list and set to Never Activate, change the drop down to Always Activate.

How to make sure Microsoft Silverlight is enabled in Google Chrome

Open up a Chrome browser and type chrome://plugins in the URL bar as shown below.

Silverlight should appear on the list as shown below and set to Always Allowed.

If Silverlight is not on the list you need to install the add-on from Microsoft's site as shown previously.

If Silverlight is set to disabled, click the hyperlinked Enable option to enable the plugin.

Silverlight Issues - Clearing cache and InPrivate Browsing

If the content in your browser is all grey when you try to view a session then the Silverlight.XAP failed to load.

This could be due to a blocked or corrupted XAP file.  To attempt resolving this issue you should clear your browser cache, and try browsing in an inPrivate Browser.

Internet Explorer

To clear your browser cache in Internet Explorer, first navigate to the settings option in the top right of your browser.

In the dropdown menu hover over Safety to open another window.  In the window that opens to the side, select the option Delete browsing history...

Make sure to check the boxes for Temporary Internet files and website files, and cookies and website data.  

If your site is a favorite remove the checkbox for Preserve Favorites website data.

Hit Delete after making your selections.

Restart your browser and attempt viewing content again through your Panopto site.

To attempt viewing content in Internet Explorer in an InPrivate Browsing window go to the Settings option in Internet Explorer.

Hover over the Safety option and click on the InPrivate Browsing option in the window that will appear to the left.

This will open an InPrivate Browser that you can attempt to view your Panopto content in.  

InPrivate browsing will disable toolbars and extensions, and will prevent data from your browser being stored.

Mozilla Firefox

Mixed Content 

An HTTPS web page that loads HTTP content can be blocked by your browser through Mixed Content settings.

Mixed content should be enabled in your browser so that Panopto content can be readily accessed through HTTP. 

**Note: In version 4.5 of Panopto you have the option to enable site wide SSL, which eleviates any issues with Mixed content as the entire site will load through HTTPS.

Mixed content settings in Internet Explorer

To enable mixed content in Internet Explorer navigate to the settings menu in your browser as shown below.

Choose Internet Options.

The Internet Options box will open.  On the Security tab you will highlight Trusted sites and choose Custom level near the bottom of the window.

The Security Settings - Trusted Sites Zone window will open.

Scroll down until you see Display mixed content.  This option should not be set to Disable.  Choose Enable to enable Mixed Content through Internet Explorer.

If you would like to be prompted to load Mixed Content you can also select the Prompt option.

Hit OK once you have made your selection.

Hit Apply in the Internet Options window to make your selection active.

Hit OK to close the Internet Options window.

Mixed content settings in Mozilla Firefox

Type about:config in the URL bar in Firefox.

When prompted by Firefox, click the option for "I'll be careful, I promise!"

Scroll down to the setting for "security.mixed_content_block.active_content" and right click.  Choose the toggle option to change this setting to false.

Mixed content settings in Google Chrome

Click the shield icon on the right side of the address bar Image of Chrome shield icon

In the dialog box that will appear after clicking the shield, click Load Anyway

The page will refresh after selecting this option and will display Mixed Content

Firewall/Ports

Panopto requires that certain TCP ports be opened (in/out) to allow content to be uploaded and streamed to and from your server.  The most common communication issues that face users are due to port restrictions.

TCP Port 80 - A very common HTTP port that will allow users to view the Panopto web site, upload content from their client recorders, and view Panopto recordings.

TCP Port 8080 - Windows Media Services utilizes port 8080 to stream content.  This allows video to play in a user's browser when viewing content.  If video from a recording won't play after you've installed, check this port. 

TCP Port 1755 - The Panopto Web Server service utilizes port 1755 for transferring live broadcast recordings through Windows Media Services, and Remote Recorder Previews  If live broadcasts won't play, check this port.

TCP Port 443 - Only needed if using SSL (optional)

Testing Ports for Connection Issues

Download "Microsoft Telnet Client" if you do not already have it installed on your local machine.

Run cmd prompt

Type this into the command prompt for each port you are testing(do this one port at a time): telnet "yourpanoptoURL" "port"

Example: telnet computer.domain.local 1755

If the screen goes blank, the chosen port is open. 

If the screen times out, the chosen port is not open.

You will want to use this in order to verify "blank feeds" or broadcasting not going through to your machine from a server.

If you find that ports are being blocked from your local machine to your Panopto site, please contact your local administrator for assistance.

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