2.5.0 upgrade on Mountain Lion records blank screens with moving mouse.

  • 10
  • Problem
  • Updated 7 years ago
  • Solved
I just accepted the upgrade on Camtasia for Mac that was offered (2.5.0 build # 84581) and it now records a completely black screen with my mouse moving around. What gives? It worked fine until it was "upgraded".
Photo of David Hoelzer

David Hoelzer

  • 1 Post
  • 0 Reply Likes

Posted 7 years ago

  • 10
Photo of Dave O'Rourke

Dave O'Rourke, Senior Software Engineer

  • 1460 Posts
  • 435 Reply Likes
David,

That's certainly not expected behavior, and not something we've seen before. If you'd be willing to work with us toward a resolution, please open a ticket with our TechSupport staff by visiting http://support.techsmith.com. Someone from our TechSupport staff will follow up with you by email to help troubleshoot further.

If you need it, you can download the prior version (2.4.2) from this page: http://www.techsmith.com/download/oldversions.asp

Sorry for the trouble, and thanks for reporting the issue.

-------------------------
Update (10/30/2013) - Version 2.5.1 is now available and should fix this problem.  You can download it here: http://www.techsmith.com/download/licenses/camtasiamac.asp?ver=2
(Edited)
Photo of Joanne Kern

Joanne Kern

  • 1 Post
  • 0 Reply Likes
I am having the exact same issue. Very very frustrating.
Photo of Simon Brown

Simon Brown

  • 2 Posts
  • 0 Reply Likes
I too am having this issue. Lost 1.5 hours of recording of footage that can't be re-done.
Photo of Dave O'Rourke

Dave O'Rourke, Senior Software Engineer

  • 1460 Posts
  • 435 Reply Likes
We are able to reproduce this issue when recording on a second screen on OSX 10.8 or later. We are working on a fix.

In the meantime, the known workarounds are to record only on the primary screen, or to revert to version 2.4.2, which can be downloaded from this page: http://www.techsmith.com/download/old...

Sorry for the trouble.
Photo of Jeff Curto

Jeff Curto

  • 3 Posts
  • 0 Reply Likes
I posted elsewhere that... stupid me... I upgraded Camtasia a few minutes before recording a 90-minute live presentation. I got audio, but black screen video from the "second screen."
Photo of Dakotah Intriglia

Dakotah Intriglia

  • 1 Post
  • 0 Reply Likes
Yeah definitely excited for a fix. Good to know that recording on primary monitor is the way to fix this. Thanks!
Photo of Dan Fullerton

Dan Fullerton

  • 12 Posts
  • 1 Reply Like
Same thing here... reverting.
Photo of Bob Sheehy

Bob Sheehy

  • 1 Post
  • 0 Reply Likes
Same problem.  It would be nice if they didn't push the upgrade with this known bug!
Photo of Kerio Deutschland

Kerio Deutschland

  • 1 Post
  • 0 Reply Likes
same problem here. Will I be able to use 2.4.2, even after Camtasia was bought via the Apple AppStore?
Photo of autrice

autrice

  • 0 Posts
  • 0 Reply Likes
Anything new? This problem is a month old now.
Photo of Logan S.

Logan S.

  • 2813 Posts
  • 153 Reply Likes
I'd go ahead and open a ticket with support here: support.techsmith.com.
Photo of tayla.craig

tayla.craig

  • 2 Posts
  • 0 Reply Likes
I am now experiencing a similar issue with the newest Mac OS x Mavericks. The browser window is there, but it captures nothing that's happening on my screen.
Photo of Glenn Hoeppner

Glenn Hoeppner, Employee

  • 1912 Posts
  • 378 Reply Likes
Hi Tayla,

The issue on Mavericks is different than on 10.8. We're aware of the problem and have a fix in the works.  If you follow this thread, you should get a notification when we have the issue resolved:
https://feedback.techsmith.com/techsmith/topics/camtasia_for_mac_and_mavericks_1_9

-Glenn
Photo of Stephen Wagner

Stephen Wagner, Employee

  • 699 Posts
  • 202 Reply Likes
Version 2.5.1 is now available and should fix these problems.  It can be found here:  http://www.techsmith.com/download/licenses/camtasiamac.asp?ver=2
Photo of Dave O'Rourke

Dave O'Rourke, Senior Software Engineer

  • 1460 Posts
  • 435 Reply Likes
Official Response
Version 2.5.1 is now available and should fix this problem.  You can download it here: http://www.techsmith.com/download/licenses/camtasiamac.asp?ver=2

This conversation is no longer open for comments or replies.