These troubleshooting fixes are intended to correct issues encountered with the YuJa Software Capture/Recorder.
Article Index
Recording Not Uploading
- Wait for a few minutes to see if the file upload progresses. You can monitor progress in the upload queue window that appears at the bottom-right corner of the screen.
- If you are using a wireless Internet connection, it is recommended that you switch to a wired connection, if possible. This may increase speed and stability.
- Restart your computer. This may re-initiate upload processes and push the upload to completion.
Confirm Recording Upload
- YuJa will send a system-generated email (including the recording course and date/time stamp) to the recording creator when a recording has successfully uploaded.
- If your recording has been uploaded to the wrong course, contact TTaDA at 701.777.2129 or submit a ticket.
Disable Screen Saver
- When making a recording where you do not move the mouse for some time, the screensaver may activate, which could suspend the recording session. To prevent any problems, please change your screensaver settings before beginning this type of recording. Users may:
- Disable the screen saver.
- Or extend the set time before the computer's screen saver activates.
- Please see the links below for more information about accessing screen saver settings:
File Upload Failed / Find Missing Videos
If your YuJa upload failed, and the video cannot be found in your account's media folder or in a course channel, please try the following:
- Check in YuJa's temporary local storage folder on your computer. A copy of the video file may have been saved there before the upload was attempted. Navigate to the following folder:
- Windows: C:\Program Files (x86)\YuJa\YuJa Software Capture\videos
- Mac: Library/Application Support/YuJaYSS
- If there are any files in that folder, you will need to confirm that they are the ones that failed to upload. You can check the file's information to see if the date/time matches, or double-click on any of the files to open and play them.
- If you locate any of the files, they may be copied to the desktop (or any other folder) and uploaded to YuJa manually.
Important: YuJa only keeps temporary files for 7 days, by default, so it is best to copy them out of the temporary folder as soon as possible. The 7 day limit can be changed in the application's settings.
If you are not able to locate the files, please see YuJa's help page for more diagnostic information:
If you are still unable to find the files, please contact TTaDA at 701.777.2129 or submit a ticket. More information about the recording may be available via the Admin console.
YuJa Software Capture - Service Not Running
Some Windows 10 users may encounter an error: "The YuJa Software Capture Service does not appear to be running. Without the Service running, your capture will not be uploaded. Please restart the Service through Windows Services or by restarting the computer. If this message persists, please contact support@yuja.com."
This message indicates that your device has encountered a problem with the computer services that allow YuJa to function; they have stopped working, and must be reactivated. To do that:
- Restart the computer; this should restart the requisite services automatically.
- Or, you may manually restart the processes (without restarting your computer):
- In the Windows search bar, type "Services", and select the 'Windows Services' option.
- In the services menu, scroll down to the bottom of the list, and locate the two YuJa services:
- 'YuJa Lifecycle Service'
- and 'YuJa Software Capture Service'
- For each service, right-click on the service's name, and select 'Start'.
The YuJa services should now be active, and the pending recording will begin to upload automatically.
Unable to Full Screen a YuJa Video Inside of Blackboard
When attempting to play a YuJa video in full screen, users may see an error message: "Full screen mode is unavailable in this context..." This indicates that the YuJa video will not display in full screen mode inside of Blackboard. To view a full screen version of the video, users must open it in the external version of the YuJa media player. To do that:
- In Blackboard: In the YuJa media player's lower-right corner, click the gear icon.
- Select 'External Player.' This will open the video in a new window that will allow for full screen playback.
YuJa Quizzing - Anonymous Submissions
Known issue with YuJa quizzes embedded in Blackboard: Some student responses are saved under 'Anonymous' rather than their name. This may occur if the student's browser is set to block third-party cookies, preventing the transfer of user login information between Blackboard and YuJa. This security configuration may be enabled by default in some browsers, or it may have been manually enabled.
To ensure that quiz results are associated with the correct user, students must enable third-party cookies in their browser settings before taking a quiz. If a student has previously submitted an assessment that is now listed as anonymous, they must enable cookies and re-take the quiz. To do that:
More Solutions
For information about any issues not covered here, please see YuJa's Help Center.
Contact YuJa Support
UND Campus Admins
YuJa Contact Information
If YuJa experiences major system/performance issues and admins are unavailable, you may obtain direct assistance from YuJa Support.
YuJa Security Pin (Used for YuJa support phone calls)
Each YuJa account has a unique Security Pin, which automatically changes every 24 hours. During phone support calls, YuJa's representatives may request this code in order to ensure account security. To locate your account's Pin:
- Log in to YuJa. Click on the portrait icon in the top right corner of the page, and from the drop-down menu, select 'My Account'.
- On the Account Page, scroll down to find the Pin. You may also generate a new Pin using the button to the right.
