Hi, how can we help you?

Having an issue with off-campus access?

Sometimes errors can happen with the off-site authentication and you may see a Kanopy "Oops" or some other error page after signing in through your proxy, WAM or otherwise. To most effectively resolve the issue for you -

STEP 1) Please check your IP ranges:

We may not have your full list of IP ranges on file, especially the IP/IPs that your proxy/WAM system is using. This will typically be the issue isf you see a Kanopy "Oops" page after signing in with your user ID - your proxy/WAM has approved you for entry to the website and provided your browser with an IP, this proxy IP is not on our file so Kanopy is blocking your access.

STEP 2) Please check your proxy configuration:

You may not yet have configured your proxy or configured it properly - this will often be the issue if you see a non-Kanopy error page. We advise using the following configuration for proxy (note - you will need to change the word "PREFIX" to your institution's specific website acronym):

T Kanopy Videostreaming
U http://PREFIX.kanopystreaming.com
H https://PREFIX.kanopystreaming.com
D kanopystreaming.com

STEP 3) Check if HTTPS may be the issue:

We offer the ability for your Kanopy website to be defaulted in HTTPS (as opposed to HTTP). HTTPS is always advised to be able to more effectively support film embedding and other features.

Sometimes, if your proxy URL wrap is only HTTP (and does not have a SSL certificate associated with it to permit it to be HTTPS) AND your Kanopy website is set up for HTTPS, this may cause some problems (as the HTTP proxy cannot properly interact with the HTTPS Kanopy website). With the following URL example, you will note a HTTP proxy and HTTPS Kanopy website: http://ezproxy.library.institution.edu/login?url=https://test.kanopystreaming.com

If this is the issue, we can switch your website to be HTTP only OR you can convert your proxy URL wrap to support HTTPS by getting an SSL certificate.

STEP 4) Check if you have a campus firewall:

Sometimes access may be affected by campus firewalls which block access to your Kanopy website. Firewalls are sometimes put in place by campus IT teams to block or limit access to certain internet resources. This will often be the issue if you cannot access the website on campus, even without the proxy involved (i.e. you go to the direct unproxied URL link for your Kanopy website on campus and in your IP ranges and you see an error immediately - with no involvement of the proxy at all). 

STEP 5) Raise a Kanopy support ticket:

If the above does not solve your issue, or at any time, you can raise a support ticket with Kanopy by emailing support@kanopystreaming.com. The following information, in order of priority will be very helpful with us in solving this for you as quickly as possible:

  • Provide a test proxy log in: if we can have a test log in, our tech team can run tests here and diagnose the issue immediately. This is the quickest and best route for resolution
  • Provide a screenshot: please send us a screenshot of the issue page you see - please ensure that we can see the URL in the browser field too on the screenshot and/or list this in your email, note:
    • If the URL is a proxied URL, it is likely an IP issue
    • If the URL is a non-proxied URL, it is likely a proxy configuration issue
  • Provide a technical contact: point us in the direction of someone in the technical team who would be able to work with our IT team and run some proxy tests
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