Cannot capture video in Using Mac OS High Sierra 10.13.8. and the latest version of Jing

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  • Updated 2 months ago
Uninstalled Jing, restarted the machine and installed Jing again but video capture still doesn't work. 

Any idea how to solve this?
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Heinz

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Posted 7 months ago

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Paul Middlin, Employee

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This might be better solved by working directly with Tech Support, but..
what version of Jing do you have?
Do you get an error? What happens?
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Heinz

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Hello Paul, I'm on Jing 2.8.1, Mac OS High Sierra 10.13.8.
I don't get any error in Jing, the software just doesn't start recording. Previously, Jing would count down from I believe 3, 2, 1, then start the video, but now this is not happening and the stop and pause button are greyed out.
Thank you for your help or referring me on!

Heinz
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Paul Middlin, Employee

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Hm, alright strange indeed. We probably should have a peek at console messages and look at some system info. So, I'm going to suggest you open a ticket with support, who would be happy to walk you through getting those things-
https://support.techsmith.com (big "submit ticket" button)
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wushaobo.china

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Jing 2.8.1, Mac OS 10.13.6 , exactly as Heinz said.  So sad, I had been using Jing on my old laptop for so many years but unable to use any longer.
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Paul Middlin, Employee

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What behavior do you see? Does it record, but you get black video? Or does it show you an error instead of recording? Or...?
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sylviecottrell

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I have the same problem. The whole view is greyed out and the recording doesn't happen. 

(Edited)
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Paul Middlin, Employee

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I'm not sure what you mean by the whole view being greyed out. Could you post some more details, or a screenshot?
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Heinz

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Hi Paul,
Here are the steps to replicate:
1 click Jing icon in header bar and select capture
2 Choose the desired capture area and then switch to video recording
3 The chosen area is now grey but there is no way to start recording the screen. I see that the recording can be up to 5:00.
4 When clicking cancel, Jing shuts down and needs to be restarted. 
https://screencast.com/t/MvodTs0RXM2

I am on the latest version of the app (2.8.1) and use a Mac 2018 with Mojave: https://screencast.com/t/8nV8bYBBtHH

Thanks for your help!

Best,
Heinz
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sylviecottrell

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I have the exact same problem. I can capture a screenshot, but not a video
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Paul Middlin, Employee

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For those on Mojave, I wonder if it is a problem with the prompting permissions for mic/camera. These instructions are for Snagit, but I think you could follow them for Jing:

https://support.techsmith.com/hc/en-us/articles/360017689471-Record-Camera-or-Microphone-on-macOS-Mo...

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Heinz

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Hi Paul, I followed the steps set out in your link but Jing doesn't show up as an app in neither the Microphone nor the Camera tab. I can't seem to find a way to add an app (https://screencast.com/t/i4oOZQhfscDW). Hope I'm not overlooking something obvious.
Thanks,
Heinz