Technical Support for Jaksta Media Recorder
Jaksta Media Recorder loads then coloured wheel
Asked by Derek Eyre @ 22 Apr 2018 13:04 / Views: 69
Mac OS 10.12.6
Jaksta media recorder 2.2.3
If I download and install Jaksta Media Recorder it then works fine until the next time.
From Derek Eyre @ 04 Mar 2018 10:03
Have you at any point attempted to do a full reinstall? If there is a break in the programs processes then this should reset them.
What you will need to do is delete the app (uninstall) from Applications instead of just reinstalling over it. Then in Finder go to the top menu and then access Go > (holding one of shift/alt/control/command) Library > Application Support > Jaksta Media Recorder and delete that folder (NOTE: doing this will erase your library file list in Jaksta, but your downloaded/converted files will remain intact in their destination folders). Reboot the Mac and then do a reinstall of the latest version (https://www.jaksta.com/download/mac/jaksta-media-recorder) and it will regenerate a new copy of the deleted folder and the application files.
Give that a try and let me know how you go.
From Liam @ 06 Mar 2018 11:03
Hi Liam. That seems to have fixed the problem. Thank you for your help
From Derek Eyre @ 11 Mar 2018 14:03
Same issue here... Just stopped working over the last day or so. Followed instructions above, but still won't launch. Created new user account and Jaksta launched just fine.
Can you direct me to a log file so we can sort this out?
From crash map @ 21 Apr 2018 05:04
This problem has now occurred again. Having not used Jaksta Media Recorder for about I month when I ran it today it loaded the main screen then the coloured wheel appeared and I had to force quit. I then deleted the application completely (using 'CleanmyMac'), down loaded Media Recorder, re-installed and it now works. This does seem to be a recurring fault and I hope you will be able to suggest a permanent solution.
From Derek Eyre @ 23 Apr 2018 10:04
The problem is Clean My Mac.
We have found that people using this program commonly find that it erases a core Jaksta file (sometimes even when it is whitelisted to be excluded) which will result in a crash on startup.
Reinstalling Jaksta puts the file back in place, but then it is eventually deleted again by CMM. The issue is caused by Clean My Mac and is not a fault with Jaksta.
Our general recommendation is to stop using any auto-delete or 'cleaning' software, as it could similarly be affecting other programs and generally they are more trouble than they are worth.
From Liam @ 23 Apr 2018 10:04
Point taken. Thank you for your prompt response.
From Derek Eyre @ 23 Apr 2018 16:04