Knowledgebase: TechSmith Knowmia
TechSmith Knowmia - Troubleshooting Videos in Canvas
Updated: 08 September 2020 12:54 PM

If you get a message "Whoops Sorry, something unexpected happened" when trying to view Knowmia videos, please try the following steps.

Test in another browser

In instances where there is an issue with the current cached session in your default browser, opening the video from Knowmia (formerly TechSmith Relay) or through your Learning Management System (LMS) in another browser can help. Supported browsers are:


  • Chrome (latest version)
  • Firefox (latest version)
  • Microsoft Edge (latest version)
  • Safari (latest version)
  • Internet Explorer 11


  • iOS Devices: Safari (latest version)
  • Android Devices: Chrome (latest version)

Open video or LMS content in a new Inprivate or Incognito Window

There can be instances where caching issues in the browser or conflicting browser settings may cause issues with the videos trying to view or add content to your LMS. To troubleshoot this, we recommend loading an Incognito or Inprivate page as a test, to see if that gives the same behavior.

For details on opening an Incognito or Inprivate browser window for Google Chrome, Mozilla Firefox, Internet Explorer 11, and Apple Safari, please see the article here.

Test another Knowmia video

It is possible the issue may be related to a single video. To verify this, try viewing another video from your Knowmia Site or in Canvas, to see if that experiences the same issues.

Verify you are using the correct credentials

In order to get access to the Knowmia system, users need to be authenticating using their OCADUid.

If you are a Global Accelerator user, make sure you are connected

Global Accelerator users should be connected in order to get the best experience.

Open a support ticket

Email to open a support ticket. Please include the link to the video that is problematic.