jing login problem

  • 17
  • Problem
  • Updated 4 years ago
  • Solved
Jing won't recognize the password I use to log onto screencast---as a result, I can't launch Jing. What's the dang deal?
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Charlie Moger

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  • frustrated

Posted 9 years ago

  • 17
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Fred Grover, Champion

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Hello Charlie. You might want to contact TechSmith Support on that one. I have not had that problem before and I am also using the Pro Version of Jing and a Screencast.com Pro Account. I do not know if they have a resend password option or not. If they do you might try that and if they do not then they should consider implementing that into it. That way if other users have this same problem it is easier to solve.

I hope this helps a little.
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Mike Curtis, Employee

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Hi Charlie, I had one other idea you might want to try in the meantime too.

Here's a recent thread with some information about recoving your password. http://feedback.techsmith.com/techsmi...

This topic (http://www.techsmith.com/learn/jing/t...) gets into how to find your account in Jing. I have a feeling that maybe the account you are trying to use to sign into Jing isn't the one that was used to sign up for Jing initially.

That's my best guess for now--I'll check in again soon.
Mike Curtis
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Dave Kliman

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I went to the website and used the lost password feature to change my password successfully, but I still could not log into jing even with the new, reset password. I was able to log into the website and see my screen captures, though....
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Dave Kliman

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Still unable to log in even after resetting password. Sigh.
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Mike Curtis, Employee

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Hi Dave,
I'm guessing you did this, but just to be extra certain, I wanted to verify that the email with the password you just reset is the same as the email in the Jing application.

For example, I have two emails--gmail and work. I reset the password associated with my gmail Screencast.com account. Seems like all should be good--I can get into Screencast.com. (One clue though is that you mention you can see your captures on Sc.com, so that deflates this hypothesis...) But in the Jing application I'm signed in with my work email. Therefore, re-entering the new password doesn't help me.

I guess as a worst case, you could sign up for Jing using any email--that would at least get you in and rolling over this New Year's weekend. Save the captures locally and when support gets to the bottom of this you could make sure your captures are re-uploaded to your desired account.

Just in case, here's the page that shows how to check or switch the account in Jing: http://www.techsmith.com/learn/jing/t...
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Dave Kliman

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nope. just one email... and when i click on "forgotten password" IN JING, it sends me the email at my one email... it seems that the problem started with the new year.... not exactly sure what's going on... Also, the problem is NOT solved, so to have "this solves the problem" on a lot of comments isn't really helpful... it should be the user who says whether or not the problem is solved, don't you think?
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prakash0450

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I am also having the same problem since Dec 31st. I am using Jing for software QA for my project and I am stuck.

Please help.
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aaronmanfull

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I'm having the same problem here. Would appreciate an answer here as well.
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Mike Curtis, Employee

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Any chance you are all on Macs? Already been in touch with some of the Jing team and Support this weekend, and it looks like we've got a [Mac-only?] problem. We'll look into it and I or someone from the team will post more info as soon as we know more.
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Paul Evans

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i'm on a MAC
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Adrian Segar

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I'm on a Mac
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ulf.sandqvist

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I'm on a Mac
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Dave Kliman

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I'm on a mac. This must have been a server side problem because a day later it's working again, without me having done anything new. So I guess your guys fixed it.
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Adrian Segar

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It has happened to me twice, a couple of days apart. In between, the login worked fine.
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Dirk Frazier, Employee

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Official Response
The bad news is this was a terrible way for us and you to "Jing in the New Year". The good news is we now have it resolved, and if you are curious, technical details follow:

For those who don't know, Screencast.com has an API service that is accessible from TechSmith client applications such as Jing, Camtasia Studio, Snagit, and Camtasia Relay. It is not a publicly available API, but we do have plans to open it up for public access at some point in the future.

If you tried to use Jing from Friday Dec 31 through the New Year's weekend there was a chance you were confronted with a problem stating your password was incorrect. Screencast.com may have given other indications of a problem, such as a REST error. The bottom line is that over the weekend the API service on one of our application servers decided to stop being of service. If you were unlucky enough to be connected to that server, you could not log into your account through the client application, which meant that you could not upload new content to your Screencast.com account. This had no effect on the availability of existing content.

While we have implemented more rigorous monitoring of the API service on all servers, we are still investigating the root cause of this shutdown. We sincerely apologize for this frustrating experience and believe we have now resolved the issue. If you have any additional problems, please contact our support staff.

Dirk Frazier
Product Manager
Jing & Screencast.com
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Marie Louise Grigorian

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Iam new user and I am having problem to login..help
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eefgrob

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same here, jing does not recognize my login even though i have reset my password for a zillion times. Extremely frustrating! :(
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garthw1946

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It's a lot later, but I'm in the same position. My techsmith account is not recognised by jing and it tells me my email address is already used. This MIGHT mean the pasword I use is wrong, but I use LastPass and that does not happen normally. Meanwhile, I can't download and use Jing.
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hlrobb678

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I am really frustrated with having to sign in online now to be able to use Jing (which, of course, is not working). I had Jing on my last computer (a PC) and used it no problem. However, I recently purchased a new computer (also a PC) and have downloaded Jing on it but I can't get past the ridiculous sign in screen to actually use the product. I already have a Techsmith account (I have Camtasia Studio), but it will not accept it (I even reset the password on that account, in case there were any issues with that, but even with the new password it will not sign in on Jing). I have tried to create a new account, but of course it says there is already an account with the same email. I suppose I could try creating a new account with a new email address, but it seems kind of ridiculous to have two separate Techsmith accounts set up. I MUCH preferred using Jing when I didn't have to connect to an online account. Perhaps it is time to start looking at other products, especially considering I am unable to sign in and actually use Jing? 
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Robert R., Online Community Admin

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Hello!

Are you able to head to www.screencast.com and log in there with the new password? After logging into Screencast.com with the new account credentials are you able to log into Jing?
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hlrobb678

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Thanks--yes, that worked. :)
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garthw1946

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No, I can't login now with the new email address and password I set up recently. I can however login to techsmith using the original email and password and from there go to screencast and jing. Weird.

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