Technical Support for Jaksta Media Recorder

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Jaksta Media Recorder for Windows Not Working

Asked by Liz Massey @ 10 Mar 2018 05:03 / Views: 40

Hi,

I just purchased the Jaksta Media Recorder for Windows and I keep getting errors. What am I doing wrong? I know the links work because my co-worker tested it on his MAC and it works fine. Why is it not working on Windows?


From Liz Massey @ 10 Mar 2018 05:03

As per the error message you received, you need to use AUTO mode instead of the extraction engine - "Enter (or Drag and Drop) the url of a video page to download" text box, as the extraction engine does not support the thv11 site.

Switch AUTO on and then go to the thv11 page hosting the video you want to capture in your browser.

You will be presented with several different qualities to choose from.  Select the one you want by double clicking to start the capture.

This image shows the video you are after being captured here with AUTO mode:


From CRS @ 12 Mar 2018 10:03

This shows it was on Auto but I’ll try again in the morning. 

image



From Liz Massey @ 12 Mar 2018 11:03

AUTO detects what is playing in your browser.  

You have entered the url into JMR, which uses the extraction engine which supports around 100 odd sites, but not the one you are trying to capture from.  That is why you have the error down the bottom - "Url is not supported. Please try the AUTO mode  ....".

Switch on AUTO mode and go to the url in your browser and play the video.  It will be detected and captured as per my screen shot.


From CRS @ 12 Mar 2018 12:03

​What browser do I need to be in. I used Google Chrome and even with Auto on it's not detecting it and automatically grabbing the video.

I tried Internet Explorer and Firefox however it keeps says unable to load video. It acts like it wants me to update my adobe flash player but it also wants me to install McAfee Safe Connection? When I looked on the internet, many people were not happy with the McAfee installation. ​I don't want to infect my school computer. I have too many important pictures, videos, and school documents on it.

Thanks,

Liz Massey


From Liz Massey @ 13 Mar 2018 10:03

You can use any browser.   I use chrome as well and that was what my screen shot shows the capture from.

Try the following:

1. Close your browser 

2. In JMR, ensure AUTO is off and Click the "Get Support" tab
3. Click the "If requested by support switch Debug Mode on"
4. Switch back to the Home tab and switch AUTO on.
5. Open your browser and go to the website and start playing the video.  

If it is not detected:


6. Click the "Get Support" tab again
7. Click the paper airplane icon - "Send Logs"
8. Attached the generated file (which is placed on your desktop) to this forum post.

If you want to use another browser and it wants you to updated adobe flash, then there is a checkbox on the adobe flash download site to not install McAfee.  It is checked by default which is pretty mean of them, really.


From CRS @ 13 Mar 2018 11:03

It's still not working in google chrome -- here is the file log.

Also, I tried firefox and when I click on Jaksta -- it will not even let the firefox browser open. I prefer Google Chrome though.


From Liz Massey @ 14 Mar 2018 09:03

Looks like the video is cached in your browser and playing from there as there is no request for it in your logs or any data being transmitted.

Clear your browsers cache:  https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en


From CRS @ 14 Mar 2018 10:03

I cleared everything and it's still not pulling the video. I attached the log again, maybe this one will show something different. I'm not sure what to do now.

I even tried the firefox browser which I prefer google chrome but in auto it won't even allow the firefox browser to pull up.

image



From Liz Massey @ 15 Mar 2018 10:03

Your logs still show that all data is cached by the browser.  The request for /video/news/local/cabot-high-students-to-perform-the-little-mermaid/91-8030233 is returning status code 304, which is Not Modified and your browser is displaying cached data - your logs show no media data being transferred across the network.  You need to clear the browsers cache.  I get it caching here after I have viewed the video once as well and need to clear the Chromes cache to get it to be detected a second time.

Please read this to solve the bad signature error with FireFox which has its own certificate store.

https://www.jaksta.com/support/windows/kb/firefox-not-loading-https-pages-when-monitoring-is-on-mentions-sec-error-bad-signature-6000040003


From CRS @ 15 Mar 2018 13:03

It's still not working -- I work for a school district and even had one of our technology employees go through it with me and we're stumped. I'm starting to get real discouraged. She's going to ask our IT Director if he can think of something but it will not pull the video. I have it on Auto and I've cleared out my cache several times.

As for firefox -- when you go to firefox we couldn't even find the internet downloads tab in settings?? Where is it?

image



From Liz Massey @ 16 Mar 2018 09:03

Please have a look at https://www.jaksta.com/support/windows/kb/firefox-not-loading-https-pages-when-monitoring-is-on-mentions-sec-error-bad-signature-6000040003 again.

There are pictures showing you the steps to take in JMR.  The Internet Downloads tab is in JMR not Firefox.  Please look at the steps and pictures.


From CRS @ 16 Mar 2018 14:03

We’re on spring break now and the program is on my school computer. I may not get a chance to test this out again until March 26 when we get back, but I will be in touch as soon as I can look at it again. 

Anymore thought about trying to get it to work in Chrome because that’s what I use everyday and I prefer Chrome. Like I said I cleared the cache browser several times. I wasn’t supposed to clear a browser in JMR was I? 


From Liz Massey @ 26 Mar 2018 10:03

It works in Chrome, you just need to clear chromes cache.  There is no cache in JMR you need to clear.  Enjoy your break.


From CRS @ 26 Mar 2018 14:03

​Hey, it's me again. I have been so swamped with the end of the school year that I'm just now getting back to you. I still cannot get this to work. I'm getting extremely frustrated and disappointed. One time I got it to work in firefox and now it's not even working on there anymore.

I prefer chrome and as you can see I've cleared my cache and it still won't work. Please HELP!​


From Liz Massey @ 28 May 2018 13:05

Here is another video of Jaksta not pulling in the video.


From Liz Massey @ 28 May 2018 13:05

Your video shows that you had already started playing the video before you switched AUTO on.

AUTO needs to be on before you load the page that has the video on it, other wise it will miss the start of the video stream.


From CRS @ 29 May 2018 10:05

I’m pretty sure I’ve done it with auto on first but I’ll try it again in the morning.


From Liz Massey @ 29 May 2018 11:05

I hope you can open this, the video was a big file so it sent as a google drive link, but the video shows I have AUTO on first, then I loaded the page that has the video on it, and still nothing.

https://drive.google.com/a/cps.k12.ar.us/file/d/1ON4e0tfwW2tiITaozkeeyz0qPQqyFuIZ/view?usp=drive_web


From Liz Massey @ 05 Jun 2018 10:06

Downloads fine here still.


Please turn on debug and provide those logs, ensuring AUTO is on before visiting the page and playing the video.  Try a video you have never played to ensure its not cached.  Also please let me know if you have a vpn or proxy server that you are going through and if so what ports it is on.


Screen shot below shows the small ad at the start being captured and then the video.



From CRS @ 05 Jun 2018 10:06

How do I turn on debug?


From Liz Massey @ 05 Jun 2018 11:06

Here is the log -- also, beginning tomorrow (Friday, June 8) I will be unavailable for a week, so I will reply and reach back out when I get back.

I forgot to also mention I'm not going through a vpn or proxy server. I asked our technology dept. and I'm just using google chrome.


From Liz Massey @ 08 Jun 2018 09:06

Your logs dont show any internet traffic on "Intel(R) 82578DM Gigabit Network Connection", for the minute and a half you had debug on for.


Are you sure you are following the instructions correctly to collect the debug logs?   Debug needs to be on before you open the page hosting the video in your browser.


From CRS @ 08 Jun 2018 12:06

Yes I'm sure, I will try to make a video next week when I'm back so you can see.


From Liz Massey @ 08 Jun 2018 14:06

Hello, 

I'm sorry I'm just getting back to you. I've been out of the country and busy with back to school stuff. 

I hope you can see this -- it's a google drive link.

I turned on the debug -- auto -- then played the video and still nothing. Here are the debug logs. I'm at a loss for what to do, it's been about two month or so and I still can't get it to work.

https://drive.google.com/a/cps.k12.ar.us/file/d/1QDlB_ATT9UX-B9xiBgdIpKs7nmOjL-Ld/view?usp=drive_web


From Liz Massey @ 28 Jun 2018 10:06

​I also tried Firefox which did at one time work and now it doesn't as well.

I prefer Chrome. 

https://drive.google.com/a/cps.k12.ar.us/file/d/1th-IsaScZzyy6ztz6TV-qAoV_Qx06QHK/view?usp=drive_web


From Liz Massey @ 28 Jun 2018 10:06

It's been two weeks and I still haven't heard an update. Did both my videos go through showing you that I'm still not able to capture any videos?


From Liz Massey @ 11 Jul 2018 11:07

Sorry for the delay.  


Jaksta can definitely download from thv11.com.   See screenshot below.,  


But as i mentioned early on this site requests your browser to cache the video details. If you have watched a video then they are loaded from the cache on subsequent views.  Based on your logs  this is what looks like is happening because there is no requests even for the webpage shown, which indicates it is being loaded from the browser cache. 


So the trick is to hard refresh the page so it doesnt use the cache and makes a request to the website so Jaksta can detect it.


So if you have already watched the video recently or it doesnt capture:


Switch AUTO off

Switch AUTO on

In chrome:  Hard refresh the thv11.com web page hosting the video using Ctrl + Shift + r






From CRS @ 11 Jul 2018 14:07

Okay, I'm at a loss. I understand it works for you. It works for my colleague on his MAC too, but I just can't get it to work on my PC. I'

I even cleared my cache once again. I hard refreshed the pages. I selected videos that I had never selected before and it still won't work.

I'm thinking something on my school computer maybe is blocking it? Do you have any idea what it could be? I've tried chrome and firefox.

I also make sure Jaksta is on auto before I even click on the video. I'm just not sure what to do now. I really want to and need to use this service. I haven't been able to use Jaksta once since I bought it in March. I really want to find a solution because I know it works!


From Liz Massey @ 13 Jul 2018 09:07

Close Jaksta

In Chrome can you please screen shot the following for me.

1. Gotto chrome://settings/

2. Click Advanced which is at the bottom of the page

3. In the System box click "Open proxy settings"

4. Click LAN Settings

Screenshot the Local Area Network (LAN) Settings window that appears.  Paste it here.


From CRS @ 13 Jul 2018 12:07

Also please screenshot the following Jaksta screen and paste here

Settings > Internet Downloads


From CRS @ 13 Jul 2018 12:07

Could you also please install this version.  It has more debug in it that might tell me what is happening on your machine.

http://downloads.jaksta.com/release/jak7/JMR7/7.0.1.21/JMR7-7.0.1.21.exe

1.  Install this version

2.  Start JMR

3.  Switch debug on

4.  Switch AUTO on

5.  Wait 30 seconds

6.  Switch AUTO off

7.  Collect debug logs and attach them here

Need the screenshots as well.

Please also make sure you reply in the forum.  Not by responding to the email that is sent as that slows down the response time if you do.  

You can click the blue Reply button in the email that is sent and this will open the page in the forum.


From CRS @ 13 Jul 2018 14:07

Here is a screenshot of my LAN settings in chrome.


From Liz Massey @ 15 Jul 2018 09:07

Here is the setting internet downloads screenshot from Jaksta.


From Liz Massey @ 15 Jul 2018 09:07

I hope I did this right, this should be the debug logs.


From Liz Massey @ 15 Jul 2018 09:07

Very strange.  There is no network traffic being detected again.

Can you please get logs again but instead of step 5 got to https://www.youtube.com/watch?v=U22N3xmThxs in your browser and see if it is detected and downloaded.  Send me the logs.


From CRS @ 15 Jul 2018 11:07

Also in chrome please go to this page and take a screenshot of it

chrome://net-internals/#proxy


From CRS @ 15 Jul 2018 11:07

I will but I don’t have access to my desktop where Jaksta is loaded right now. Headed to a conference. Will send it next week.


From Liz Massey @ 15 Jul 2018 11:07

Okay, I'm back. Sorry back to school and it's super busy. I don't think this is going to work because the youtube link you gave me says this.

https://www.youtube.com/watch?v=U22N3xmThxs

It's no longer available because of copyright laws so there is no video to play. Also, if you want me to do this with another link - remind me how to get the debug logs.


From Liz Massey @ 10 Aug 2018 21:08

Also, is the screenshot you needed? I didn't know if I just copy and pasted that link into the browser?

image



From Liz Massey @ 10 Aug 2018 21:08

From CRS @ 12 Aug 2018 15:08

1. Install latest version

2. Start JMR

3. Switch debug on

4. Switch AUTO on

5. Goto any ***new*** youtube video page and play the video

6. Wait 30 seconds

7. Switch AUTO off

8. Collect debug logs and attach them here


From CRS @ 12 Aug 2018 15:08

Okay, here it is, with a new youtube video. It didn't do anything so I don't think it's going to show anything.


From Liz Massey @ 18 Aug 2018 06:08