MyMedia Help

Known Issues and Solutions (updated August 24, 2018)

  1. Issue: No playback with "No compatible source found for this media" error

    Status: Resolved for the majority of up-to-date browsers

    Recommendation: Make sure your browser is up-to-date. Internet Explorer and older browsers may need Flash to be enabled. Clear your browser's cache, refresh the page, or use incognito browsing to avoid cached errors.

  2. Issue: Streaming lags or freezes when clicking forward/back within the player timeline

    Status: Resolved for non-Flash video and audio streaming (up-to-date Chrome, Firefox, and Safari)

    Recommendation: Make sure your browser is up-to-date. Give the video a moment to catch up after each click. Refresh the page if the video freezes or if video and audio become desynchronized.

  3. Issue: No confirmation email received after an upload

    Status: Intermittent

    Recommendation: Depending on the number of concurrent uploads, processing may take up to 2 hours. If it has been longer than that:

If you encounter issues not described above or if the recommended solutions do not work, contact us.

How to...

Create a MyMedia Account

Create a MyMedia account (requires valid UTORid)

Don't have a UTORid? Request an account or Login with your personalized MyMedia account.

Create Media Files

There are many desktop software tools for media creation, and you can upload a wide variety of media file formats to MyMedia.

One media capture tool is Techsmith Relay which is currently licensed for the university community.

  • You can use Techsmith Relay to record video and audio from your computer screen
  • When you save a Techsmith Relay video, it is automatically uploaded to the MyMedia server
  • You'll get an email when your media file is ready to share, usually within 2 hours of upload
  • For troubleshooting Techsmith Relay please visit the Quercus website

Make Your Media Accessible

When creating videos for public viewing, the requirements of the Accessibility for Ontarians with Disabilities Act (AODA) must be met. The video must be accompanied by captions and a transcript detailing additional information (e.g. actions, scene changes) along with the captions.

You can upload a caption file in VTT format along with your video and use the description field to add additional information.

For more information and resources on caption creation see:

Upload Media Files

To upload a media file, log into your MyMedia account, click on the “Upload Media” button and navigate to the file you want to upload. Audio and video files recorded with Techsmith Relay will be uploaded to MyMedia automatically.

You will receive a confirmation email shortly after your media has successfuly encoded with a link for final processing.

Please finish processing your media after it has been encoded by either clicking the link in the email, or logging back into MyMedia. You will be able to set access permissions for your media making it either publicly available or restricted to users having a valid UTORid. There are also options for making your media downloadable to end users. Upon saving, you will have a permanent play link and embed code for redistribution on other web pages, such as BlackBoard.

Please note that students are limited to 40 files; there are no file size restriction. If you are an instructor planning to accept multiple student video submissions via MyMedia, please advise us on the timelines as it may affect processing times.

If you have any questions or problems, please contact Information Commons Help Desk at

Export and Encode Video Files Before Uploading to MyMedia

You may want to compress your video files prior to upload to reduce file size.

Generally, the best file format is .mp4 using the H.264 compression codec, but most video formats and compression codecs will work with our server-side re-encoding using ffmpeg. Videos can be made from a variety of devices and in a variety of formats. Most software for editing videos will offer an export or save-as option, where available, "YouTube" or "Web", or .mp4 (H.264) are the best options. Currently there are no options for multiple sizes or HD (1920x1080 or larger). Where there is no access to video editing software, or in the case of users who are given a completed video, there are several free options for exporting videos to more manageable file sizes and formats:


Download Quicktime
In Quicktime, use File > Export to > Web and choose the follow option:


In ffmpegX (Mac) choose the video file and select mencoder h264 and then encode:

In Handbrake, choose MP4 file with H.264 codec:

Sharing Media Files

You control access to your media files, by choosing whether they are:

  • Only streamable or streamable and downloadable
  • Restricted to only the University of Toronto community or viewable by anyone

MyMedia provides two choices for viewing media files:

  • Embed code to play your media in any another web page
  • Permanent play link to view your media within MyMedia

To make your MyMedia files available to students via BlackBoard, you can either provide a link to the media or embed it directly in the course shell.

Manage Your MyMedia Uploads

File management options become available to you once your media has been encoded. You can access the menu by either clicking the link in the email, or logging into your MyMedia account.

In your media collection click “Manage” button to change the title and description of your media as well as access permissions and viewing options. You can also upload a different thumbnail or caption file.

You can also remove your media from the media collection by clicking “Delete”.

Ensure Long Term Preservation

All files uploaded to MyMedia are stored locally on the University of Toronto Libraries servers. If you are using external streaming platforms such as YouTube, Microsoft Stream, etc. and would like for your media to be preserved and accessible long-term, get in touch with us.

Please note that MyMedia, YouTube, Microsoft Stream and other streaming platforms usually convert and compress your original media for web streaming. If you would like for the original master to be preserved, get in touch with us.

Contact Us

MyMedia Support

If you did not find answers to your questions above or are experiencing technical issues with MyMedia, please contact Information Commons Help Desk at: Please provide the following information:

  • Date and time problem occurred
  • Brief description of the problem
  • In case of media not playing - please include the URL you followed
  • Your operating system and browser version (e.g., Windows 7/Firefox 40, etc.)

TechSmith Relay / Camtasia Support

If you need help with TechSmith Relay / Camtasia software, please visit the Quercus website.

MyMedia Mailing List

Join the MyMedia Mailing List to stay on top of our news and upgrade announcements, and to participate in user groups for future development. We always welcome your feedback and suggestions on new features you would like to see. The listserv also allows you to ask and respond to questions of fellow MyMedia users and to access the archive of earlier discussions.