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I have PREVIEW IN EDITOR turned on and do a capture that used to work in 1.x and now in 2.x it doesn't work. The capture seems to find its way into the thumbnails at the bottom of the screen, but it doesn't appear in the main edit window.
Further, there are overlapping graphic controls near the screen size gizmo.
Also, no tools or effects show up in the right panel!
I am toasted! How do I go back to my registered v1.x for the time being while I wait for this build to get fixed?
BTW, I'm on a MBP 10.6.8
I just "upgraded" to 2.0 Mac Snagit and it doesn't work!! Help!
Official
Response
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EMPLOYEE
1Hello again everyone!
I have a small update for you all. We have been able to reproduce the issue internally. Our method of reproduction basically centers around the 3 default fonts for callouts: Marker Felt, Chalkboard and Helvetica. If we remove any three of those fonts from the system, we can get Snagit to launch like you all are seeing.
If you could be so kind as to look in the Font Book application on your Mac and report back saying if you have the three fonts I mentioned above installed.
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Hi, I'm not sure what's going on here. It's not something I've heard about today.
I want to make sure we can get this to our Technical Support Team. Would you be willing to create an account and open a ticket here?
http://techsmith.custhelp.com/app/uti...
Meanwhile, perhaps others will have an idea for how this might be happening here.
Sorry for the shock and trouble,
Mike CurtisComment -
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I am having EXACTLY the same problem. This is very disconcerting. I created a support ticket, but in the meantime, how can I go back to version 1.x?
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switters,
You can re-downlaod 1.0.4 from the following link. http://download.techsmith.com/snagitm...
I would also encourage you to submit a ticket as Mike instructed above, so we can better track the frequency of this issue and contact you directly when a solution has be reached.
Sorry for the trouble,
Carmen -
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I updated to Mac SnagIt 2.0. The application starts, but the display is distorted, there are no tools, and I can't move around.
This reply was created from a merged topic originally titled
Mac Upgrade to 2.0 didn't work.... -
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I’m
anxious
Paid for and downloaded snagit 2.0 for mac. It opens the main window in a bundle of mess. I have 3 macs and tried to load it on the other macs to see if it was someting to do with the original machine. They all experience the same problem. Bottom line, the software does not work.
This reply was created from a merged topic originally titled
Program paid for and downloaded upgrade, but not close to working. Help?. -
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A couple questions for everyone:
1. Where did you obtain Snagit 2.0: via update, techsmith.com, App Store?
2. Can you open up the Console application, filter by "snagit" and take a screen shot of the results. http://screencast.com/t/Od8vSWt2JJK
3. What OS is everyone on? I am pretty sure the majority of you said 10.6.8.
Thanks!-
Snagit 1.0 and updates from Techsmith website. 2.0 update also from Techsmith. I'm on 10.6.8
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1. First from update; when that didn't work, downloaded from techsmith.com
2. I uploaded the Snagit console log here: http://cl.ly/2v01202N2g1p2H3z1t2W. Seems there may be a compatibility issue with the Library/Quicktime/Google camera adapter 0.component. I see several errors there.
3. 10.7.3-
Would you mind archiving your copying of the application and sharing a link with me to download it?
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Okay, I removed the "Google camera adapter.0" component, and there was an improvement. This time I could see the Tools, but in the Effects column it said "Coming soon....". Also, the keyboard shortcut I had configured in 1.x didn't work at all in 2.0. I confirmed that the shortcut was still there and set up properly.
I reverted back to 1.x and it's working again. I'd love to use 2.0, but it just won't work. -
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Hi I've tried to see if any of the above measures were present on my computer i.e. "Google camera adapter.0". I have no such program, so that is not the issue. The issue described seems to be the same all of our macs.
I have reverted to 1.0. problem is I can't go back and forth in order to help Techsmith resolve this issue because I have to install 2, revert to 1.0, and back and forth and it just takes too much time. But I will do what I can.- view 2 more comments
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Unfortunately having them truly installed side by side is a bit more complicated than renaming the applications. Even thought the applications are named differently, they will still use the same preferences file and other application support type directories and files.
However, coolfactor's suggestion would allow you to keep both apps in your Applications folder. I would just strongly advise against running both apps at the same time. -
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To clarify. When I revert back to 1.0, I meant 1.0.4. I will put both apps in separate folders within "Applications" (1.0.4 and 2.0). I was worried they would bump into one another, even If only one was running. I'll run process and send you the file
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Thanks for the information everyone. This is indeed a slippery issue to track down. We are working diligently to get the issue resolved soon.
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I have been tracking this issue with console. Would it be helpful to send the snagit log to Techsmith? In which case to whom?
I am the unfortunate person who actually paid for an upgrade and would love my money back if we cannot get this fixed soon. -
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Another question for everyone, are you all located in the United States?
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yes, I'm in US and I upgraded for same reason (it was suggested) and the upgrade process erased version 1.0.4 (at least i think it was erased) and installed 2.0. That is why I had to go back to your site to re-download 1.0.4. If you would give me links for 1.0.4 and 2.0, We could be sure that we were talking about EXACTLY the same versions.
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I'm in U.S.
My previous version was 1.0.4.
The upgrade was suggested by SnagIt as I launched it. -
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BTW, since you also make Camtasia, why include screen recording as a feature of SnagIt? It seems you're cutting your own throat not to mention adding a whole bunch of unneeded functionality, fragile code, codec dependencies, app bloat, slow load time, etc. to an otherwise excellent tool.
Please just help us reach the functionality now enjoyed by the Windows SnagIt users before you add unrelated bells and whistles that jeopardize our systems' stability.
Thx. -
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(off-topic reply)
I agree with enrique. Jing filled a need, but had an unnecessarily proprietary user interface and limited features. Jing Pro has since been deprecated in favor of Snagit, but Snagit doesn't have the same feature set (missing .swf support). TechSmith may be trying to "clean house" with this move, but it seems that their product lines and designs are still a bit messy and unfocused. -
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Havn't seen any postings lately. Does this mean you guys are hard at work fixing the program, or you no longer care?
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Hi,
Yes, we are fervently working on a solution to this problem, we certainly apologize for this huge inconvenience, and we greatly appreciate your patience. We are having difficulty reproducing the issue in our own testing, so we have been attempting to work with users who are experiencing the problem to try to hone in on the cause.
We will update this thread as we find out more information. -
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Would it help to send a console log of the program as it expressed itself on my computer. I would send it, but need an email address.
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Hello,
Thank you for the continued feedback and discussion. We felt that that .mp4 videos are more sharable and an improvement from .swf video files. I would appreciate more details about what you feel is messy and unfocused.
We are continually working to improve our products and listen to customers. We care and look forward to your response.
Thank you,
Tiffany -
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Talk about unfocused. This string started as a discussion of an issue with snagit 2.0 and morphed into a side discussion of Snagits pros and cons vis-a-vie Jing and Camtasia. Can we stick to the original issue of snagit not working in certain configurations.
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EMPLOYEE
1Hello again everyone!
I have a small update for you all. We have been able to reproduce the issue internally. Our method of reproduction basically centers around the 3 default fonts for callouts: Marker Felt, Chalkboard and Helvetica. If we remove any three of those fonts from the system, we can get Snagit to launch like you all are seeing.
If you could be so kind as to look in the Font Book application on your Mac and report back saying if you have the three fonts I mentioned above installed. -
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That worked. Very good.
One note of caution. Many font management programs (Suitcase) encourage paring down the number of system fonts, not by getting rid of them but managing the less often used system fonts in the user level rather than system level (at least that was my understanding). This is where I relegated Marker Felt and Chalkboard and both of them were turned off. In any case, though it is not a good idea in hindsight to turn off any of Apple's system fonts, I probably will not be the first person to do so, so for Techsmith's sake, I would force people to turn these on at installation or at least tell them to do so manually before install.
Anyway, I appreciate the help. I would keep this string open to see if any other issues pop up.
M.Moran -
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Yay! That worked. I didn't have Chalkboard turned on.
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Now that I can actually see and use the program, I have a question: why is there an export to Camtasia? I thought the video capture functions of Camtasia were built into Snagit?
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Snagit 2.0 included the ability to capture a video, however, it does not have the same editing capabilities as Camtasia. Camtasia allows you to take a video capture, but then takes it much further by allowing you to cut out sections of your video, add callouts, text and transitions to your video.
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When I press the STAMPS Icon a bunch of folder icons show up, but when I double click on a folder, nothing happens. I downloaded a couple of mac stamps, but they do not show up. Am I doing something wrong?
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Thanks for the great feedback, would you be willing to post this as a new question in GetSatisfaction? If the issue you are seeing with Stamps affects others, we'd like to be able to answer that thread specifically.
Thanks! -
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Techsmith - Can you please post links for the 3 needed fonts?
I don't have Chalkboard or Felt marker in my font book for some reason so I need to install these. Better yet, maybe you can include them in the SnagIt 2.0 install package.
Thanks. -
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I'm not able to see my drawings tools whe editing a graphic. where can I turned this tools on again?
This reply was created from a merged topic originally titled
I have lost the snagit drawing tools. -
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Requiring the addition of Chalkboard or Felt marker seems like more work than we should be required to perform. This program was released too early and needs to be fixed/patched with the proper fonts installed up front. I would expect an upgrade real soon.
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Hi,
Thanks for the response. In this case, we were taking advantage of default system fonts when creating our different Callout styles, and there wasn't a safeguard in place if the system fonts were not enabled or installed. We're planning to add more defensive checks to prevent similar issues from occurring in the future.
We really appreciate all of your help on this topic and your candid feedback, keep it coming!
Thanks,
Jason -
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Candid feedback notwithstanding I want to upgrade but can't! Will someone on the Techsmith payroll respond to John Hanson and M Moran (or me) about where to get these fonts? I haven't changed anything in my system yet those fonts are nowhere to be found.
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Hi Henry,
Here is a quick little video showing how to do a global search in the "Font Book" application to track down if a font is disabled or removed. http://screencast.com/t/HdZGnNCiOj
The key is to select the "All Fonts" collection on the left and then do the search. I apologize if you've already tried this, but I wanted to give it a shot to see if the quickest workaround would be to just re-enable it.
Thanks for your patience on this, we certainly understand your frustration with this bug.
Let me know if those any of those three fonts are still not showing up and we'll make sure we get you up and running.
Thanks,
Jason -
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Also, just to clarify, the "Font Book" application is located in your normal Applications folder.
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I’m
missing my working SnagIt
Hi all, although I reinstalled SnagIt several times, the apps still behaves strangely:
1) I don't get any tools, effects in the right hand side bar
2) when I take a screenshot it does not show in the edit window
3) the screenshot does appear in the lower list. But I cannot take it to the editing window with a double click
See the screenshot attached.
Anyone has the same problems? Will downgrading to an earlier version help? If yes, where can I get it?
This reply was created from a merged topic originally titled
Problems with latest version SnagIt on Mac..-
Hi Roger,
I have merged your GetSatisfaction topic with this topic, which describes the same issue you have reported. Please see Carmen's "Official Response" at the top of this thread which outlines the problem.
Sorry for this trouble, let us know if these fonts do not exist on your Mac, in most cases, they have just been disabled and need to be reenabled in Font Book.
Thanks,
Jason -
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UPDATE: the fonts that Techsmith support says should be in the Mac OS system have not been included in new installs of the OS for a long time -- according to my company's help desk. If you find them in your system it is probably because you've upgraded OS X and not done a recent fresh install from an Apple system DVD. My fonts have not been "disabled". Jason, thanks for the short video but I did look there; no go.
If this is true, and SnagIt has no backup fonts that it can be prodded to use, we need some way to download these fonts from a third party archive. My tech support says that they don't support us "mucking up" system fonts; we're on our own. -
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I should clarify that of the three system fonts that Techsmith says are required in one's system, only Marker Felt and Chalkboard are missing (or no longer included in the Apple distro). Helvetica is there.
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Hi Henry,
I apologize if there is any inconsistency with the reported system fonts included with OS X, this is the documentation we were referencing when listing which fonts are included by default: http://support.apple.com/kb/HT5098 (Lion), http://support.apple.com/kb/HT5154 (Snow Leopard).
For licensing reasons, TechSmith is unable to redistribute Apple fonts. If you would like to contact me to test a possible fix for this issue, please email me at j.eagleston@techsmith.com.
Thanks to everyone for participating in this conversation, we greatly appreciate it.
Jason -
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I’m
thankful
Jason,
I responded to your private email and had a few questions of my own. Thanks for being so proactive! -
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Hello Jason: I have all 3 fonts installed and active in FONTBOOK. Problem persists. See screenshot of SNAGIT attached. NOTE: Using Mac's PREVIEW app, I made a composite image with screen shots from my FONTBOOK to show you the 3 fonts. Is there anything else I can try or an extension issue with known software, that I can run to see what else might be in conflict with SNAGIT's upgrade version?
Thanks
Joe
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Hi Joe,
Sorry for the delay in my response. Just as a quick check, if you had to reenable those fonts in the Font Book, you would need to restart Snagit for the problem to cease (apologies if you've already done this).
Beyond that, we are unaware of any other causes for this trouble. Let me know if that still doesn't help out and if not, we will want you to open a support ticket with our technical support staff here: http://techsmith.custhelp.com/app/ask. Please include this thread in your request. And we will make sure this gets squared away.
Thanks and again, I apologize for the delay in getting back to you.
Jason -
EMPLOYEE
EMPLOYEE
EMPLOYEE
