IT Connect

Information technology tools and resources at the UW

Panopto Error Messages

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 help@uw.edu.

Error Message Possible Cause Action
“Error packaging. Please contact Support.” Server error Send a message to help@uw.edu. UW-IT 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, click Settings.
  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, click Settings.
  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, click Settings.
  2. In the left side of the screen, click Manage.
  3. Scroll down the screen. Under Processing management, click Re-encode podcasts.