Jaksta Media Recorder for Mac Technical Support Forum

Safari Cannot Open Page

When Jaksta is operating I receive this message.  When I close it Safari operates as normal. The version of Jaksta I am using is Version 2.0.1 (227).  Attached is the latest log file.


Any ideas?


From Mark Noble @ 07 May 2018 11:05

Answers: 29, Votes: 0

Further update.  I don't have to close Jaksta for Safari to load the page, I only have to toggle the monitoring button to off and Safari loads as normal.  So with it on, I cannot load any web page, with it off - perfect.


From Mark Noble @ 05 May 2018 17:05

Votes: 0

Hi Mark,

Can you please start by updating to the latest released version of Jaksta Media Recorder - https://www.jaksta.com/download/mac/jaksta-media-recorder

Then try running it alongside Safari again, making sure that Safari is also up to date. Is it only with Safari that you experience this problem, or other browsers as well?

If it continues, can you please also provide a clean log file.

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

- Open Jaksta Media Recorder

- Go to Preferences > General > Find Log File

- Close JMR 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)

- Open Safari and attempt to browse to a web page

- Close JMR once you have experienced the error

- 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)


From Liam @ 07 May 2018 11:05

Votes: 0

Hi. Am I correct in thinking that it will cost me more money to update to the latest release? I only use Safari. Always have done. I am using the latest OS. I’m not aware that you can update just the Safari web browser.


From Mark Noble @ 07 May 2018 11:05

Votes: 0

Hi Mark,

As you are already running Version 2 there is no cost to update. Updates within a version number are free - ie. no cost to go from V 2.X.X -> V2.Y.Y

If there is no way to manually update Safari then I would assume that is automatically being kept up tod ate.

Regards

Liam

Jaksta Support


From Liam @ 07 May 2018 11:05

Votes: 0

I have followed he link you supplied and have updated to the latest version.  I have double checked and there is no way to update Safari separately.  My OS was already up to date.  The problem that I have now is that Jaksta does not open properly.  As soon as it opens, i get the Mac circular colour wheel, showing that the Mac is thinking about something, so Jaksta never opens.  I have tried waiting and even after hours, it still does not open.


From Mark Noble @ 08 May 2018 12:05

Votes: 0

I have de-installed Jaksta, re-booted the Mac, then re-installed Jaksta, but still it does not open correctly.


From Mark Noble @ 08 May 2018 12:05

Votes: 0

I have followed the following suggestion that you made to another user, experiencing the same coloured wheel issue as me:

Hi Derek,


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.


Regards

Liam

Jaksta Support


Unfortunately though, my issue still remains.


From Mark Noble @ 08 May 2018 12:05

Votes: 0

Hi Mark,

We are aware of this bug are in the process of developing a fix for it. We are hoping to have an official update to release later this week or early next week.

In the meantime we have a beta that I would like you to try. We have had another user report success with it.

You can download the installer here - https://cdn.shedworx.com/jaksta/beta/2.2.5_268/JakstaMediaRecorder.pkg

Please let me know how you go.

Regards

Liam

Jaksta Support


From Liam @ 08 May 2018 13:05

Votes: 0

Do I need to de-install the old version, first? Or can I just hit the link and follow the instructions?


From Mark Noble @ 08 May 2018 13:05

Votes: 0

Hi Mark,

No need to uninstall. Just get the new installer and run it.

Regards

Liam

Jaksta Support


From Liam @ 08 May 2018 13:05

Votes: 0

It's prompting me for my activation code.  Where can I find that?


From Mark Noble @ 08 May 2018 13:05

Votes: 0

Hi Mark,

I have emailed you your activation code.

Regards

Liam

Jaksta Support


From Liam @ 08 May 2018 14:05

Votes: 0

Received it. Thank you. I have copy/pasted it and hit the 'Activate' button, the button depresses for about 2 seconds and pops up again, but nothing happens.  I still have up the activation prompt.


From Mark Noble @ 08 May 2018 14:05

Votes: 0

Hi Mark,

When that happens just Force Quit Jaksta and then reopen it. 

Often it will show it as activated once it has been reopened. 

Let me know if that is not the case.

Regards

Liam

Jaksta Support


From Liam @ 08 May 2018 14:05

Votes: 0

Done that.  Jaksta opens correctly and the toggle monitoring button moves to the monitoring position.  However, my original problem exists, which is when the monitoring toggle is on, I cannot open a page in Safari.  In fact I had to with the monitoring to off, in order to respond to this thread.


From Mark Noble @ 08 May 2018 14:05

Votes: 0

Hi Mark,

Next thing to do is to check your proxy settings.

Open: System Preferences > Network > Advanced > Proxies

There are two options that you need to look at: Web Proxy (HTTP) and Secure Web Proxy (HTTPS). These are the proxy settings that Jaksta turns ON and uses when monitoring is active.

They should both have identical settings, which can be seen below. If they do not, then you can edit them manually. 

Have a look at it and let me know if they are already correct or if fixing them helps with your auto-capture downloads.

Also, are you running any kind of VPN or security software? They can often interfere with proxy settings or block connections.

Regards

Liam

Jaksta Support


Attachments

From Liam @ 08 May 2018 14:05

Votes: 0

Sadly, I cannot get Jaksta to now toggle monitoring to on.  When I do, I get the cooler wheel for a few seconds, then it disappears.

Could not load certificate authority, message appears.

Relating to the above.   Both Web Proxy and Secure Web Proxy fields were blank.  I have now populated them, as you suggest.

No.  I'm not running a VPN, nor andy security software.


From Mark Noble @ 08 May 2018 14:05

Votes: 0

Hi Mark,

It sounds as if the beta does not resolve the issue for you.

We do have a temporary workaround option, but involves some very light use of Terminal and some code.

If you are game to try it, the instructions are as follows:

- Open Terminal

- Type: sudo rm -f /Library/RMC/CA/*

- Press: Enter/Return

- Enter your Mac password (the characters will not appear and when you press the return key to enter it, it will not react and will just drop to the next line)

- Press: Enter/Return

- Type: sudo launchctl unload /Library/LaunchDaemons/com.ProxyConfigDaemon.plist

- Press: Enter/Return

- Type: sudo launchctl load /Library/LaunchDaemons/com.ProxyConfigDaemon.plist

- Press: Enter/Return

- Type: exit

If you don't want to do that then I would say to just sit tight until we have an updated beta, which should be tomorrow.

I will send you a link to the installer so that you can test it as soon as it is ready.

Regards

Liam

Jaksta Support


From Liam @ 08 May 2018 14:05

Votes: 0

Done the Terminal piece.  Here is a screen shot of what I types in and the responses I got. I will now try opening Jaksta again and see what happens.


From Mark Noble @ 08 May 2018 14:05

Votes: 0

Hi Mark,

That Terminal printout looks right.

That's a good sign.

Regards

Liam

Jaksta Support


From Liam @ 08 May 2018 14:05

Votes: 0

Jaksta still fails to toggle to monitor.  This is the error that I get.


From Mark Noble @ 08 May 2018 14:05

Votes: 0

Here is the latest Log File


From Mark Noble @ 08 May 2018 14:05

Votes: 0

Hi Mark,

Can you try installing the beta again and let me know what happens? For the sake of being thorough, do a full reinstall. 

In case you them again, the instructions for a full reinstall are: 

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.

Regards

Liam

Jaksta Support


From Liam @ 08 May 2018 15:05

Votes: 0

Done that.  It has made no difference.  The toggle will not move to the monitoring setting.


From Mark Noble @ 08 May 2018 15:05

Votes: 0

Here is what I see.  Although on playback the cursor looks like an arrow, when in actual fact, it is a coloured wheel.


From Mark Noble @ 08 May 2018 15:05

Votes: 0

Hi mark,

If that is the case then it sounds like it is still the bug we are developing a fix for.

I will get back to you tomorrow with a beta to try or at least an update.

Regards

Liam

Jaksta Support


From Liam @ 08 May 2018 15:05

Votes: 0

Okay.  Thank you.


From Mark Noble @ 08 May 2018 16:05

Votes: 0

Hi Mark,

You can get the installer for our latest beta here - https://cdn.shedworx.com/jaksta/beta/2.2.5_269/JakstaMediaRecorder.pkg

If all goes to plan, this should resolve the hang/crash on startup issue.

Please let me know how you go.

Regards

Liam

Jaksta Support


From Liam @ 10 May 2018 10:05

Votes: 0

I've installed the beta and from the very initial and quick test that I've done, all appears to work perfectly.  Thank you.


From Mark Noble @ 11 May 2018 15:05

Votes: 0