Loyola University Maryland

Office of Educational Technology

Error Messages

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If you receive an error message while using Panopto, check here to see what action you can take to resolve the issue. If these procedures do not resolve the issue, please contact ots@loyola.edu

Is your recording stuck on Processing or Encoding for several hours?

Here’s one potential fix for this problem. Re-Upload the recorded session”

  1. Open the Panopto recorder on the original computer where it was captured
  2. Under the Recording Status tab > locate the session and choose “Set Offline”
  3. When it refreshes, select “Upload to Server”

Be sure that the status changes from “Uploading” before closing the recorder (it should change to processing or encoding, I don’t remember which).

Error Message Possible Cause  Action
“Error packaging. Please contact Support.” Server error Send a message to ots@loyola.edu Loyola Help Center support staff will escalate to Panopto support.
“No Primary Video” No audio captured during recording Confirm that there is an audio stream:
1.In the folder that contains your recording, clickSettings.
2.In the left side of the screen, click Streams.
3.Under Streams, if there is no audio or “DV” stream, no audio was uploaded.
4.Delete the recording and re-record.
“Error Encoding. Please contact Support.” Server error  Re-encode the video:
1.In the folder that contains your recording, clickSettings.
2.In the left side of the screen, click Manage.
3.Scroll down the screen. Under Processing management, click Re-encode. 
“Podcast encode attempt limit exceeded. Please contact support.”   The server queue was too long upon upload.  Re-encode the podcast:
1.In the folder that contains your recording, clickSettings.
2.In the left side of the screen, click Manage.
3.Scroll down the screen. Under Processing management, click Re-encode podcasts. 

General issues at www.Loyola.Hosted.Panopto.com

  • Unable to tick box to add groups to for permissions:  In order to get around this, click on the text for the name of the group and that will tick the box for you. Panopto are planning on fixing this.
  • Long downloads for RSS feeds: Whilst accessing files via RSS feed devices and browsers will often require the entire file (MP4, MP3) to download before it can be viewed. This means that it will take a while for viewers to access the file. It is recommended that you use the link to a folder feature to allow students to access progressive downloads.
  • >>>>> Long recordings produce failed podcasts: All recordings longer than 3 hours will not produce a podcast.  It will be listed as failed.

Mac Recorder (personal recorder)

  • MP4s out of sync: MP4 recordings are often out of sync.  Panopto are working on fixing this in another version. Solution: Use the PC version until this is fixed.

Remote Recorder (scheduled lecture recorder – PC based)

  • Wrong PPT in recording: Occasionally the previous users PPT gets stuck into your recording.  Panopto are looking into this. Solution:  Make sure to tell the previous person in the lecture theatre to close down PowerPoint.  If this still does not work you can go into the editor > slides > delete presentation.

Panopto Editor

  • Buffering issues: when using the editor, occasionally it appears to freeze when buffering (usually due to rapid ‘jumps’ around the interface). To avoid this, it is recommended that you edit in a non-frantic manner.  Panopto are aware of this issue and are working on a fix.
  • Scissors click and drag error: When you use the scissors tool on the editor you may use the click and drag method to create sections that you want to remove from the capture. If you click and drag to the very beginning of the timeline you will get an error message (see below) which might freeze the interface.  Try to avoid using this method.  Alternatively, you can double click on the timeline to create a slice.  This is a reliable method.
    editor error
  • Making a copy in editor with Manage Versions:  DO NOT USE THE MANAGE VERSIONS pull down in the editor.  This does not actually allow you to make a real copy of the capture. Instead it makes a new version which is linked to the old version. So if you change something on one it can affect the other.  For instance if you delete a stream it will be deleted in both.  And if you delete one of the files it will delete the other. If you want to make a copy, use the Manage tab in the setting for your capture.