Technical Support for Jaksta Media Recorder
Jaksta Version 2.2.5 is not working.
Asked by Eli Gosiaco @ 10 Apr 2020 15:04 / Views: 21
Hello Support Team! My Jaksta Version 2.2.5 is not working. I am using macOS Sierra.I purchased the full bundle of Jaksta and my Jaksta Media Recorder is not working for the past 2 months, it refuses to download anything from any site. If I put a link on, it pretends to download for a few seconds and then stops with an error. I restarted the computer, quit the app, opened Jaksta again and even though I click for updates, it says that it is already up to date with the full version. Attached are the screenshots of what it looks like now when I download a sample video, frustratingly. Please fix this, I feel sad because I am not able to download important files from your software like before even if I purchased the entire bundle. Looking forward to your reply and help on this matter. Thanks and GOD bless!
From Eli Gosiaco @ 19 Mar 2020 03:03
Have you tried doing a basic reinstall?: uninstall (delete from Applications), reboot, reinstall
This should reset any broken processes within Jaksta.
From Liam @ 19 Mar 2020 10:03
Yes Liam. I also reinstalled it but to no avail, its not working for 2 months still unfortunately.
I tried to recently uninstall again, just to test it out and reactivate the software but here it is... still not working unfortunately.
From Eli Gosiaco @ 19 Mar 2020 14:03
If that is the case then could you please send through a clean log file?
To get a clean log file you will need t do the following:
- Open Jaksta Media Recorder
- Go to Preferences > General > Find Log File
- This will open a Finder window that needs to remain open for the remainder of the process
- Quit JMR
- Delete the log file in the Finder window
- Reopen JMR
- This will automatically generate a new log file in the Finder window
- Run one test capture on the problem site/stream
- Quit JMR once it fails and/or the error is reproduced
- Source the new log file in the Finder window and then attach it here (don't copy and paste the code in it - send the file itself)
From Liam @ 19 Mar 2020 14:03
I have looked over the log file and it gives the impression that something is broken internally.
I would suggest doing 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 generate a new copy of the deleted folder and the application files.
Then if the problem continues please create and send a new clean log file, except this time can you perform the test on a standard YouTube video? It will help us get a more solid baseline for the issue, as YT stream captures are usually the most successful and free of complications compared to other sites.
From Liam @ 19 Mar 2020 17:03
Hello Liam! I did everything you said, and I am glad to say I got the Jaksta working a bit. The good news is that it could download off other sites, the bad news is that when it comes to youtube there is an error.
I am not sure what happened, but you are right it is supposed to download youtube. Attached it the log file, please let me know what else I could do.
From Eli Gosiaco @ 20 Mar 2020 17:03
Do you happen to use any file cleaning/wiping software on your Mac, such as Clean My Mac or any other similar applications?
From Liam @ 20 Mar 2020 17:03
I have memory cleaner with me, but I don't think it can delete the application, if that is what you were directing for.
From Eli Gosiaco @ 23 Mar 2020 11:03
No, it's actually quite the opposite.
We have found that in some cases users who run these kinds of cleaning applications often find that it erases a core Jaksta file (sometimes even when whitelisted to be excluded). This then breaks a process within Jaksta and causes issues.
Any additional security software can sometimes have a similar result where it blocks the installation of important files, so turning that off during installation is also a good idea if it is in use. If this applies to you then I would suggest attempting another full reinstall with the security software deactivated or find a way to whitelist/allow the installer to run fully and properly.
In the event that none of this helps or applies to you then we will definitely need to get a new clean log file from you. I'm not sure why it didn't allow you to add it before as the screenshot you send of the log file in finder listed it as only have a file size off about 80KB....
Regardless, try and generate and attach a new one based on a standard test with a YouTube video that fails. We should then be able to go from there.
From Liam @ 23 Mar 2020 11:03
OK noted I will restart and try again. I did not know it was the opposite thank you for your detailed reply Liam. Will update you soon.
From Eli Gosiaco @ 24 Mar 2020 09:03
I have followed these directions and am still having trouble downloading anything! :/. Here's my log file. I'm on macOS Mojave (10.14.6)
Thanks for your assistance!
From Steve Farmer @ 26 Mar 2020 23:03
You can send your log file to email@example.com and I will get it and can then start investigating.
And just to clarify, is your issue that you are unable to download anything at all or just not from your normal sites/sources? If unsure you can do a basic test by attempting a normal stream capture of a basic YouTube video.
From Liam @ 27 Mar 2020 09:03
Hi Liam -
Thanks for your quick reply. Apologies for my slowness in getting back to you. I investigated this a little more and it turns out that the volume I was saving downloaded videos to was not available. It got remapped to another mount somehow. Once I pointed my output path to something that existed I was back in business!
Definitely user error, not software!
From Steve Farmer @ 10 Apr 2020 15:04