"Failed to save document" - not because of the antivirus software

  • 5
  • Problem
  • Updated 4 years ago
  • Solved
I have encountered a serious problem, with previous version of Snagit (10) and with the current one (11). I was able to use Snagit efficiently unril very recently, now I receive a message: "Failed to save document" (in Snagit 10, and in Snagit 11) - and, please, don't suggest that it is because of BitDefender Antivirus software, as it worked together perfectly for years (the versions were appropriately upgraded), and now I stopped and removed from the memory the antivirus software, it didn't help.
My real problem is that TechSmith doesn't give me a chance to communicate (to write an e-mail) to its technical support, answering that my account was probably removed.
I am a legal user (Maintenance Agreement #M1216246).

Best regards,
Jerzy Weres
weres@up.poznan.pl
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Jerzy Weres

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Posted 7 years ago

  • 5
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Wade Stevens, Employee

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Hi Jerzy,

I'm sorry your having issues with new release of Snagit 11.

Please contact tech support here...
http://techsmith.custhelp.com/app/ans...

You will have to create an account if you don't have one already. After you submit a ticket they usually get back to you in 1 business day. They should be able to help you troubleshoot this issue.

Thanks for trying out the new Snagit release and your feedback!

Wade
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Jerzy Weres

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Hi Wade, I am sorry but the link to the tech support doesn't work.
Best regards,
Jerzy
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Mike Curtis, Employee

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Oops, that's an odd link. Try this one: http://techsmith.custhelp.com/app/uti...
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George Norton

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We are having multiple issues like this and it has not been resolved. We keep being told it's the antivirus and then some other software. I have removed everything and we are still having issues. I have had multiple tickets opened on this issue going back 6 months. Version 9 worked perfect.
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Kartapus

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The problem is the following. When you print (into snagit) a document like powerpoint with multiple pages and you are on the last page under snagit32, when you close snagit, the error message appears "failed to save document". If you are on another page, it works. Please fix that in a future update (not an upgrade please).

Regards.

N.B : registered user of version 11.2.1.72.
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Patti Murphy

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This is happening to me too. I was using Snagit 9, but recently upgraded to 11.2.1.72 hoping this would solve the problem.

I can make one or two captures and then after that I get "failed to save document". I have to close down Snagit and end all the processes and then re-open Snag-it. It works for a short time and then I get the error again.

Is there some kind of work around?

I added the recommended exceptions to my security software (https://support.techsmith.com/entries...). No luck.

I use Snagit a lot. I hope you find a solution for this.
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Parker Hotchkiss

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Hello Patti,

If you don't mind, I'd like to try and work with you to see if we can determine the cause of this issue. While the typical cause is usually related to security software, I'm curious if there is some other issue in your local environment that could be the culprit. Would you mind submitting a support ticket through our page here: https://techsmith.zendesk.com/home

Feel free to put "Attention Parker" as the subject line, and a link to this Get Satisfaction post in the body, so that we can easily tie everything together!

-Parker
Senior Support Specialist
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steve

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Unable to save file. Temporary capture file does not exist! ----> Failed to save document.
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steve

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Ooops... My previous post should have included that this ONLY happens when trying to capture video. I have downloaded and installed the latest version and also added the two DEP exceptions per TechSmith. Any ideas ???
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Ralph Quinones

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I also am experiencing the annoying Failed to Save Document error when trying to capture a acreen image.  I found the suggestions about the antivirus, so we disabled it.  That did not solve the problem.  We reinstalled video drivers and that did not help either.  I believe Techsmith has a problem.  For me the issue happened on both 11.3 and 11.4 versions.  I am running Win 7 in a Dell Optiplex 7010.
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Kartapus

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This bug exists since a few years (even in 10 version). So if it is not fixed, the reason is techsmith doesn't want to fix it ;) that's like this ... next thing to do is to test next major relase and if the bug is already here use an alternative software (that what I will say to my purchase manager in my company).
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Kartapus

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Always problem on last version (12.2.2). This is the reason why I don't upgrade my 10 license in my company (I currently test ashampoo snap 7). A bug since so many years. techsmith doesn't care about their customers. I'm sure now. 
(Edited)
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Suzy Sharpe

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This just started happening to me. Was the issue resolved? I use SnagIt on a daily basis; this is a huge bummer.
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rick_medlock

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I found a solution when I had this issue.  It has to do with the Snagit capture folder being set to read only.

- Close / terminate all snagit processes (use the task manager to make sure you get them all)

- navigate to Libraries\Documents and right-click the snagit folder; uncheck the read-only box

- delete that snagit folder

- restart snagit; it will create a new folder that can be saved to and the problem is solved!
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Christopher McVay

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This was the answer for me. That's been driving me crazy. Thanks!
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ljb0824

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This doesn't solve my problem. However, I find my way. I change Temp folder in environment then the issue happened. When I change back to original setting: %USERPROFILE%\AppData\Local\Temp, then everything is going file.

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