Why isn't Panopto working?

The question of why Panopto isn't working can have varied responses depending on, but not limited to:

  • How the user is interacting with the video platform (e.g. viewing course videos; creating a video)
  • Whether the user has video creation permissions
  • The user's computer system

The table below lists the most common topics related to Panopto functionality. If you do not see your issue listed below, please visit the Panopto FAQs compilation.

 

Note: In the event of scheduled downtime for Panopto updates, advance notifications are posted. If an unexpected outage occurs, notifications are posted as soon as the outage is known.

 

Error Message or Issue

 

 

Solution

 

 

“This site can’t be reached”

“Satellites are down”

 

1.     Make sure “www” is removed from the web address.

 

2.     WGU’s Panopto web site (and server) is:  wgu.hosted.panopto.com

 

3.     To check Panopto operational status, click here.

 

 

 

 

 

Course of study video won’t play, or no sound

 

1.     Try opening the video using a different web browser.

 

2.     Use the video’s playback controls to see if sound is muted.

 

3.     Check computer speakers/audio output.

 

4.     Reach out to course mentor to ask if the video link or share settings are incorrect.

 

 

Blank, white page appears after selecting a video, or signing in

 

1.     Use instructions in this article to clear your web browser’s cache and cookies.

 

2.     Try accessing the item again

 

 

 

“Creator access needed”

 

1.     Check your recording access

 

2.     Email ecare@wgu.edu if you do not have the “Download Panopto” link.

 

 

 

Unsupported operating system

 

Panopto recorder is compatible with Windows 7 and newer and Mac OS X 10.10 and newer.

 

1.     Try to update your operating system

 

2.     If unable to update, review alternative recording options described in this article.

 

 

 

Not enough hard drive space to install the Panopto recorder

 

1.    Carefully determine if there are files or downloads no longer needed, and can be removed. Try downloading Panopto again.

 

2.     If unable to install, review alternative recording options described in this article.

 

Panopto for Windows: Installation and processing errors

 

1.     Click here to review list of errors and known issues, Panopto for Windows.

 

Panopto for Mac: Installation and processing errors

 

1.     Click here to review list of errors and known issues, Panopto for Mac.

 

 

Difficulty incorporating multimedia into  my recording

 

1.     How do I record PowerPoint and video with Panopto?

 

2.     How do I record screen and video with Panopto?

 

 

If the guidance and linked resources do not address your issue, contact WGU and/or review alternative recording methods.

 

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