Resolving VMS Video Access Issues Download
In cases where users encounter difficulties accessing VMS videos within Canvas, it can sometimes be attributed to their browser's inactivity, leading to a CAS session timeout. We recommend starting by closing the browser and then reopening it.To check if you can access VMS videos, you can view a sample video with the following link:
https://vmsvideo.ust.hk/app/module/hk_ust/player.php?vid=X174072085693283935
If you can successfully view the video, try again with the Canvas course materials. You may need to reload the Canvas page.
If the issue persists, the root cause may stem from CAS's inability to retrieve browser cookie data. This issue can disrupt the single sign-on (SSO) process, resulting in unsuccessful attempts to access the video content.
There are three primary reasons why the browser may block cookie data:
- The user is using the browser's "Incognito" or "InPrivate" mode.
- The user is using a VPN to access the internet in other countries.
- The browser settings have blocked "Cross-site tracking" or "Third-party cookies".
Regarding the third point mentioned above, you can click on the following link to review and adjust your browser's settings:
| PC or Mac | iPad or iPhone | Android |
Please use the suggested browsers listed above. We also recommend avoiding Canvas apps for viewing VMS and IVA videos.
If you are still unable to play the video in this browser after changing the settings, you may consider using an alternative browser (e.g. Chrome) or device as a possible solution.
Safari (Mac)
Due to Safari’s default setting, "Cross-site tracking" is blocked, which can prevent users from accessing VMS videos.
To resolve this issue, users should follow the steps below to uncheck the "Prevent cross-site tracking" box:
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Chrome (PC or Mac)
By default, Chrome allows users to play VMS videos on Canvas. However, if you are unable to do so, please check the following settings:
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Edge (PC)
By default, Microsoft Edge allows users to play VMS videos on Canvas. However, if you are unable to do so, please check the following settings:
Method 1:
Method 2:
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Firefox (PC or Mac)
Due to Firefox’s default setting, "Cross-site tracking cookies" are blocked, which can prevent users from accessing VMS videos. To resolve this issue, users should follow the steps below to allow the "Cross-site tracking cookies":
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Safari (iPad or iPhone)
Due to Safari’s default setting, "Cross-Site Tracking" is blocked, which can prevent users from accessing VMS videos. To resolve this issue, users should follow the steps below to uncheck the "Prevent Cross-Site Tracking" box:
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Chrome (iPad or iPhone)
Due to Chrome’s default setting, "Cross-Website Tracking" is blocked, which can prevent users from accessing VMS videos. To resolve this issue, users should follow the steps below to check the "Allow Cross-Website Tracking" box:
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Chrome (Android)
By default, Chrome allows users to play VMS videos on Canvas. However, if you are unable to do so, please check the following settings:
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Firefox (Android)
Due to Firefox’s default setting, "the third-party cookies" are blocked, which can prevent users from accessing VMS videos. To resolve this issue, users should follow the steps below to select the "Cross-site and social media trackers" for playing VMS videos:
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