Technical Support for Jaksta Media Recorder

Refund

Asked by Joey Delgado @ 12 Jul 2017 09:07 / Views: 13

Hello. I purchased this product and have been unable to successfully download videos from Hudl. Files download but they consistently appear screwed up. There's always one video box and then my video shows up in the top left corner only. It's very weird and I don't see any tickets on that.

If someone can help me that would be great. If not, I'd like a refund please.

Thanks!


From Joey Delgado @ 12 Jul 2017 09:07

Joey,

Could I please get you to send through a clean log file so that I can try and see why the downloads are failing?

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 YouTube video that you know gives an error/fails (ie. the link you provided)

- Close JMR

- 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)

If we can't get it resolved then you will be eligible for a refund.

Regards

Liam

Jaksta Support


From Liam @ 10 Jul 2017 11:07

Hi Liam. I'm happy to do this and I hope it helps. However ... I can't find the Preferences tab!

Also, please keep in mind that I'm only looking to download from Hudl. The YouTube test may not help me to do this.

Thanks!


From Joey Delgado @ 10 Jul 2017 14:07

Hi Joey,

Yes you are right, that should have said do a test on a video from Hudl. That was a mistype out of habit.

The Preferences tab can be found in the drop down menu at the top of the screen.

image

Regards

Liam

Jaksta Support



From Liam @ 10 Jul 2017 15:07

Hi Joey,

Sorry I didn't realise you were using the Windows version. 

I automatically assumed it was the Mac version as you posted in the Mac side of the forums. I should have double checked with your profile, so that's my bad.

As the two versions of the software are quite different, what you will need to do is repost your issue in the Windows technical support forums and they should be able to help you there: https://www.jaksta.com/support/windows/technical

Sorry for the inconvenience.

Regards

Liam

Jaksta Support


From Liam @ 11 Jul 2017 10:07

I've moved your post to the windows forum.

I will need a username and password to access Hudl.com to test as it is behind a paywall.  Could you please email to support@jaksta.com and reference this ticket.




From CRS @ 12 Jul 2017 09:07

Thanks for your details.  Videos download fine here in AUTO capture mode.  They are mp4 streamed over HTTP.

image

Make sure AUTO is on before you start to play a video. Clear your browser cache. Restart your browser. Restart your computer.

If you are still having issues then please provide debug logs as per https://support.jaksta.com/discussions/topics/6000009063.  Ensure debug is on before you go to hudl.



From CRS @ 13 Jul 2017 12:07

Hello, that is similar to the experience I had on my own. The video does not look normal to me. It appears to be in the upper left corner as opposed to being centered in the matte. Please advise.


From Joey Delgado @ 19 Jul 2017 14:07

The video in the background of my screenshot is the video playing in the browser, which was detected and captured as shown.  The video does center it self on a black background in the browser.

The video downloaded is not off center.  He is a screen capture of it playing in Films & TV to show you.  Please try for yourself and provide debug logs if you are having issues.

image



From CRS @ 19 Jul 2017 15:07