Lengthy Pause Crashes Jing and Loses Video

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  • Updated 8 years ago
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When I pause Jing for an extended period of time I usually lose my video and it crashes Jing. Could you add a Save button and then when recording is resumed more video is added/appended?
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JohnDurbin

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  • frustrated

Posted 9 years ago

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Kelly Mullins, TechSmith Employee & Helper

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Hello,
If you are routinely getting a crash and losing your video, please contact our support team to open a ticket.
http://techsmith.custhelp.com/app/uti...

I did search the support website and did not find another issue like what you are describing.

When opening a ticket, Technical Support will need specific information on what kind of operating system you are using, what you are trying to record, etc.

I am assuming you have updated your Jing to the latest version? If not, perhaps getting the latest update will solve the problem.

As to losing your video, there is a chance your video could still exist in the Temp or DataStore directory.

Vista and Windows 7:

* C:\Users\\AppData\Local\TechSmith\Jing\Temp
* C:\Users\\AppData\Local\TechSmith\Jing\DataStore

Windows XP:

* C:\Documents and Settings\\Local Settings\Application
Data\TechSmith\Jing\Temp

* C:\Documents and Settings\\Local Settings\Application
Data\TechSmith\Jing\DataStore

The AppData folder is hidden by the Windows operating system. To view hidden folders, click Start > Control Panel > Folder options > View (tab) and then under Hidden files and folder - make sure you enable the option for Show hidden files, folders, and drives.

Other people at TechSmith might also have more information to share on this particular issue.

I hope this helps,
Kelly
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JohnDurbin

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Thanks for the suggestion to look in the:

C:\Documents and Settings\\Local Settings\Application
Data\TechSmith\Jing\DataStore folder.

I found many videos and hopefully will find I couple I'd like to have back that I thought I never would!

I really enjoy using Jing and hope to persuade many here at my company to use it too...JD
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Scott Hamilton

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Agg, same problem, crash on a pause while making a video (didn't want to record scrolling list of SVN Checkouts...).
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JohnDurbin

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Unfortunately I never find the video that I hope to in the DataStore folder. Sadly, if you pause for an extended period of time Jing won't like it and the partially recorded video is toast.
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Andy Bell

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Hi John and Scott,

I took a little look into this today and currently I'm not able to get the same thing to happen nor has our development team seen this before. Could I get a little more information?

- Operating System? Windows XP, Vista, 7?
- Are you recording audio?
- Do you find any correlation to the amount of time you've recorded prior to pausing which causes the crash?
- How long would you estimate you are keeping the recording paused?
- Are you using Jing Pro or Free?
- Are you recording swf content or mp4?
- Does the crash occur while the recording is paused, when you attempt to unpause, when you stop while paused, or when you stop when playing after a previous long pause?

I really appreciate you letting us know about this, and thanks in advance for the additional information. We'll do our best to track it down and keep you updated but currently we're short on leads. As always, feel free to contact our support staff who may have some ideas and will be reporting issues they find back to us (you'll just need to create an account and open a ticket here http://techsmith.custhelp.com/app/uti... ).
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Scott Hamilton

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Answers below with >> tags

- Operating System? Windows XP, Vista, 7? >> Win7 pro 32
- Are you recording audio? >> Yes, HP 4525 laptop's built in mic.
- Do you find any correlation to the amount of time you've recorded prior to pausing which causes the crash? >> Not enough times to make a correlation.
- How long would you estimate you are keeping the recording paused? >> 1-3 minutes. I had paused a few times while waiting for Subversin to connect and broswe while making a subversion checkout instructional video. The last time I unpaused after waiting for 3-4 minutes for 5-6mb to 'check out', when I unfroze I got the crash.
- Are you using Jing Pro or Free? >> Pro.
- Are you recording swf content or mp4? Whatever the default is...
- Does the crash occur while the recording is paused, when you attempt to unpause, when you stop while paused, or when you stop when playing after a previous long pause? >> For me it was during recording, I think right when I went to 'unpause' and continue the recording.

>> FYI, I could not find the partial video as mentioned in some other threads, it was just not there. I have sent a support inquiry to TechSmith along with the diagnostic data I found in the Techsmith folder.
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Scott Hamilton

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>> MP4 format I guess was the setting...
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JohnDurbin

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OS = Win XP Pro

Audio = Yes, Lenovo T400 built in mic

Correlation to amount of recording time = Yes. Not with a single video. I think my problem occurs when I record several videos (usually 6-8) and then the problem occurs.

Time of pause = usually 5-10 minutes. I try to keep this to a minimum since this problem has occurred several times.

I use Jing Pro

I create mp4's

When does crash occur = Usually after I've already made 6-8 videos. I've learned that if I don't reboot I will lose the next video. I will try to create the problem on my laptop later today but I think it occurs when I try to un-pause. I think the Jing icon disappears from the tray but the executable still is running when I look at the Task Manager.
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Andy Bell

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Great details gentlemen, thank you. We're still looking into it.
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Andy Bell

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John and Scott,

Just a quick follow up. We've put some time into it and definitely are unable to track down this issue. In order for us to fix it we need to find out how it is happening... the best way to do that is to continue to work with support to see what circumstances cause the issue to occur. That would then allow us to adjust the program to account for those circumstances... as it stands now we're at a loss. :-/

Scott, I worked with support on the case you filed with them and last I knew we're still waiting to hear if an internal version of Jing resolves the issue for you?

For others reading the thread please contact support by creating an account and ticket at http://techsmith.custhelp.com/app/uti... We thank you for your assistance on tracking this issue down. :-)
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Scott Hamilton

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I have made the update but have not had occasion to make any more videos recently. I will certainly report back here and/or to the support ticket if the issue reoccurs. As someone that works closely with software developers and software testers all the time I know how frustrating it can be to have a bug that is not reproducible on demand. As my developers say: "If you can reliably reproduce the problem, I can fix it!"...
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tom

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I have to pause alot while recording and it always results in large video files, sometimes like 60 megs. I like my videos in swf and jing works best but it seems like im forced to get it right the first time or the video i go to upload to my site will be way to big... when i record the same video with no pauses its a smaller file

Is this common?

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