Jaksta

Hi James,

Can you please start off by doing a full reinstall. If there is something broken within Jaksta itself, then doing a thorough reinstall should reset any breaks in the download and/or conversion process.

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 it still fails then can you please 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 standard video stream that you know gives an error/fails 

- Close JMR once it fails or wait 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)

It will also be good if you can provide a link to the video/site that you are having problems with, as well as a screenshot of any errors you are getting.

Regards

Liam

Jaksta Support

Hi Ernst,

Did you try doing a FULL reinstall before doing the test and getting the log file?

From the log it looks as if the moment the program was opened a conversion was started without it even downloading a stream. Did you open it and then convert a pre-downloaded file or did you just start browsing? 

The conversion never finished either, and at no point were any streams detected or downloaded. Does any of this sound like it matches up with the process you went through, or was your process different?

If you do another test could you please go the test site/video first and begin there, and then run Jaksta and close it down once it fails (without going to any other websites during the process) and then get another clean log.

Regards

Liam

Jaksta Support

Hi Ernst,

When I tested that video it seemed to download OK, but due to the size of the file (3GB plus) it was going for a long time and eventually crashed. That may because the internet dropped out for a moment or it may have been due to the sheer size of the file. But that still makes it seem as if the download might potentially work, or at least the process starts, which is different to your problem where it crashes when started.

So that suggests that the problem is isolated to your program or setup. Hopefully that will make it easier to diagnose and fix.

That picture you sent through was of the Crash Report/Log. There should be a way for you to get a copy of the file itself and then send that through to us, rather than taking a screenshot or copying and pasting the code. 

You can see in the image about 15 lines down where its says 'Crashed Thread: 18 DownloadThread idx:0'

That tells us that the information specific to the crash is in Thread 18 which is further down (image ends at Thread 5). If we can get a look at that we might be able to get some information that explains the problem.

Regards

Liam

Jaksta Support

Hi Ernst,

Thank you for the Crash log. I will be sending it off to development for review.

Can you please do one more test on a standard YouTube video (https://www.youtube.com/watch?v=kMsoklYA9T8) and let me know if you have experience a similar error. 

That will help narrow down whether it is a problem specific to your setup or not.

Regards

Liam

Jaksta Support