[SnagIt Editor] Backgroud is always black and I cannot properly use any tool (picture attached)

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  • Problem
  • Updated 4 months ago
  • (Edited)
Hello!

I have just installed the 2018 version of SnagIt.
Unfortunately, after the first screenshot got into Snagit Editor I realized the workspace wasn't displayed correctly (check attached image):
1. The Background is always black (even if I try changing the default light grey to any color it will still be black).
2. If I select and move a part of the screenshot. The cropped space is not displayed correctly and acts as if there is a video card issue. (check the part of the text I tried to move found under "Simple.Powerful Screen")
3. I cannot use any tool since all of them act weird, while used on the background. (in the attached image there is only one box resized multiple times)

OS: WIN10 Pro (fresh installed)
Hardware specs: good enough to run Adobe programs.

So, please, any help? :)
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gunoaie

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  • confused

Posted 1 year ago

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Albert CLAESEN

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This is a strange problem, I don't have a direct answer or solution.
The only things I can say is that I've had some problems like this with other programs.
I have two general tips, hopefully it can help:

1. Try to install again but this time as Administrator and restart the computer
2. Once I had a problem post an update of Windows 10. The update removed my Original driver of my videocard and replaced it with Microsofts own driver.
During some time (until a couple of ufdates later) I had to replace the Microsoftdriver manually again by the Original driver of my videocard as a workaround.
After some new updates, the problem was gone, Microsoft found a correct driver and everything works fine now.
(Edited)
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gunoaie

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Thank you, but unfortunately it didn't work downloading it from https://www.techsmith.com/download/oldversions and reinstalling it as Administrator.
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Joe Morgan

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I pulled my last response, I got a closer look at your post and realized I was off base.

I would uninstall SnagIt and do a brand new download of SnagIt and install it using it. With that many issues, it may just be a corrupted installation.

 

You can download and install it from this link.

https://www.techsmith.com/download/oldversions

Regards,Joe 
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gunoaie

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Thank you, but unfortunately it didn't work downloading it from https://www.techsmith.com/download/oldversions and reinstalling it as Administrator.
I tried both latest versions available in that link
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Joe Morgan

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There's only so much you can do on your own, I would get tech support involved

This is a Free Service............... Submit a ticket

       https://support.techsmith.com/hc/en-us/requests/new

Or call, >>>

 Toll Free: 800.517.3001 (U.S. & Canada Only)

8:00 AM to 7:00 PM EST Monday through Friday

Regards, Joe

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gunoaie

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Thank you, I did that, they are on it.

After it is done I will post their answer here so it might help other people in the future, if needed.
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gunoaie

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Solution:

1) Close out of Snagit so that it is not running at all 
2) Hold down the Windows key on your keyboard and hit the R key to open the Run window. 
3) In the Run Window, type the following and then hit Enter: %appdata%\techsmith\ 
4) Right click on the features.json file and open it in Notepad 
5) Change the "Direct2D11" line to false 
6) Reopen Snagit and see if the same behavior occurs

If the same problem happens, repeat the steps above. However this time, change Direct2D10 to false as well. So it should look like this: http://screencast.com/t/s7UhHe3FadY .Then once again try opening Snagit and see if the same problem occurs. 

Great customer service behind this awesome product.

Thank you Techsmith!
(Edited)
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alan.vickers

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We just tried this and it fixed several issues. Thank you!!!