Technical Support for Jaksta Media Recorder

Support | Mac | Technical | Jaksta Media Recorder | Jaksta unexpectedly quit

Jaksta unexpectedly quit

Asked by Derek Eyre @ 24 Jul 2017 11:07 / Views: 41

I have Mac OS 10.11.6 and have just upgraded to Jaksta 1.5.1.  Previously Jaksta worked fine.  Now it crashes as the stream starts downloading with the error above.  Can you fix this?

Regards

Derek


From Derek Eyre @ 26 Nov 2016 14:11

I HAVE THE SAME PROBLEM...


From Isaac Ferry @ 29 Nov 2016 04:11

Hi Derek,

Can you check the Download locations under the Downloads tab in the Preferences - is it a writeable location on your machine?

If this does not help can you send us the log file? You can find it by going to the Preferences and clicking the Find Log File button.

Thanks,

Ben

Jaksta Support


From Ben @ 29 Nov 2016 14:11

I am having the same issue.

Problem started with 1.5.1.  I upgraded to 2.0.1 in the hope that it fixed this issue but it didn't.

About 1-2 weeks ago, jaksta started crashing very regularly.  Seems to be a particular issue with chaturbate.  Other sites have seemed to be fine still.  I use Chrome.  However, I just installed Firefox and had the same crash happen almost immediately so it doesn't seem to be browser dependent.


From Joel Cornell @ 06 Jul 2017 11:07

Hi Joel,

Can you start by doing a basic reinstall - uninstall, reboot, reinstall.

Start with that and then we can look more into it if needed.

Regards

Liam

Jaksta Support


From Liam @ 14 Jul 2017 10:07

Hi Joel,

I am just posting your response here. Because you replied to the email notification rather than directly on the forum thread it went through as an email ticket, rather than ending up here. 

Joel: Tried it a couple times.  Still crashes often.


If that is the case I would suggest doing a full reinstall.


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). This folder and its files may already be deleted when the app is removed, but it's a good idea to double check and be thorough in case it remains and is reused when the app is reinstalled. 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.

If that does not fix it can I get you to send through a clean log file?

To get a clean log, you will need to do the following.

- Open JMR

- Go to Preferences > General > Find Log File

- Close JRM but keep the Finder window with the log file open

- Delete the log file and still keep the Finder window open

- Reopen JMR (this will generate a new log file)

- Run one test on a video that you know gives an error/fails (ie. the link you provided) 

- Close JMR once it fails OR just run JMR as you normally would until it crashes

- Go back to the Finder window with the new log file and attach it here (don't copy and paste the code in it - send the file itself)

Give that a try and then let us know. Please remember to reply back here in the forums rather than by email. The tidier we can keep all the info the better.

Regards

Liam

Jaksta Support




From Liam @ 20 Jul 2017 09:07

I did a full reinstall as described and it didn't fix the issue.  I attached a log file.


From Joel Cornell @ 20 Jul 2017 18:07

Just to cover all of my bases, here is a log file with debug mode turned on.


From Joel Cornell @ 20 Jul 2017 18:07

Hi Joel,

It looks as if that the Chaturbate streams you are trying to download are RTMP based.

If you haven't enabled Jaksta to capture RTMP streams, then that may be causing it to rash when the download starts.

In Preferences > Streaming can you check and see if Always Record RTMP is turned ON? If not, turn it ON and then try again. Go ahead and turn the HTTP one on as well while you are at it, just in case.

image

Give that a go and let me know.

Regards

Liam

Jaksta Support


From Liam @ 21 Jul 2017 15:07

I made that change and it's still the same.  Crashes early and often.


From Joel Cornell @ 22 Jul 2017 12:07

I've been having the same problem, I tried reinstalling without uninstalling the app and uninstalling the app first but nothing works. Less than two minutes into recording the app crashes. Tried it on Google Chrome and Safari with the same results.


From Robert Laughlin @ 24 Jul 2017 04:07

How in the world did this get marked solved????

I have yet to see one person have anything close to a solution.


From Joel Cornell @ 24 Jul 2017 04:07

Hey everyone,

Yeah not sure how that happened. Anyway, changed back to Unsolved now.

So next best thing to do will be to get some Crash Logs if you guys are able. 

If Jaksta straight up crashes and closes, then when it is reopened there should be a prompt to either Report, Reopen or Ignore (or something similar). If you click on Report then you should eventually be led to a point where you can view a Crash Log. You should then be able to get or save a copy of the Crash Log and then attach it here. 

Robert, as far as you are concerned we are going to need some more information - what version of Jaksta and Mac OS are you running, what site are you downloading from that causes a failure (one particular site or any?), are you running Jaksta from the top level of your Applications folder and have you set the download/converted file destinations to somewhere on your main internal drive (ie. not externally)?

The more info we have the better.

Regards

Liam

Jaksta Support


From Liam @ 24 Jul 2017 11:07

Here's a crash log.


From Joel Cornell @ 24 Jul 2017 11:07

Hi Joel,

Can you please try one more thing for me.

Try setting your Downloads location to a consistent local destination - so either its original default location (/Users/joelcornell/Movies/Jaksta Media Recorder) or even the Desktop would be fine.

If that doesn't work I'll get you to send through one more standard, clean log file.


Regards

Liam

Jaksta Support


From Liam @ 24 Jul 2017 13:07

Nope.  Still a problem.  Attached is report.  I'll send a log file too.


From Joel Cornell @ 25 Jul 2017 07:07

Here's the crash log.


From Joel Cornell @ 25 Jul 2017 07:07

Hi Joel,

Thanks for that.

I am going to have someone from the Dev team take a look at your log and see if we can determine whether the problem is within your setup or Chaturbate itself. 

We have seen several other instances of users having problems with this site in particular, and are trying to determine whether they are isolated occurrences or if it requires a fix in the next update.

At this point I suspect it is the site, as the reinstalls and changes you have made to the program should have resolved any issues with Jaksta and we are starting to see a bit of a trend emerge from other reports. 


I will let you know if there is anything that you can potentially do to fix it or if an update will be required. 


Thanks for all the logs and checks done so far.


Regards

Liam

Jaksta Support


From Liam @ 25 Jul 2017 13:07