All of a sudden on Mac Snagit 2018 - the editor will not show ?

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All of a sudden on Mac Snagit 2018 - the editor will not show ? I have deleted app and reinstalled. Capture works but the editor will not show ?
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hello

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Posted 2 years ago

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Luke Griffioen, Employee

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Hi,

The first thing I would check is to make sure that "Preview in Editor" is enabled in the capture window. If that is enabled, then you may be running into a crash, so I would open a ticket with our Tech Support team.

Are you able to open the editor by clicking on Snagit in your applications folder?
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hello

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Hello Luke,

My Preview in Editor is enabled, and if I try and open in App Folder it crashes every time :(
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Luke Griffioen, Employee

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Normally creating a Tech Support ticket would be the fastest way to go about resolving this, but I believe they're off for the holidays, so I'll try my best to help you out here.

In your Applications folder, there's a folder called Utilities. In there you'll find an app called Console. If you open it and select "User Reports", you'll see all of the crashes for all of your apps. If you can grab the most recent one(s) for Snagit 2018 and send them to me at l.griffioen@techsmith.com, I can take a look and try to figure out what the issue is.

(Normally these crash reports are automatically sent to us, but the app has to launch for that to work)

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bsweetser

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Did anything come from this? I'm having a similar issue where I can capture, but the editor doesn't allow me edit. The interface has gone a bit crazy. I can view the library, but no editing. I opened a Tech Support ticket a few hours ago and haven't heard anything yet... It has me completely stalled on a deadline looming later this week...


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Luke Griffioen, Employee

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Oh no! Hopefully support can get to your ticket this morning. In the mean time, you can try deleting this file:

~/Library/Group Containers/7TQL462TU8.com.techsmith.snagit/Snagit 2019/TrayContents.bin

(if you have snagit 2018, then it would be in the snagit 2018 folder)

What this will do is clear out all of the items in your tray. This does not delete those files, it simply removes the references to them. Then you can open the files you need up again. If opening a specific file causes this to happen again, then definitely include that file in your support ticket so we can look into what happened.

I hope this helps
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bsweetser

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Still nothing from support, but I did find this article with steps to resolve a similar issue on Windows: https://support.techsmith.com/hc/en-us/articles/115006194148-Snagit-Windows-Editor-Is-Not-Showing-An.... I converted the steps to Mac as best I could and cleared out the file you describe (along with other settings files) and seem to be up and running again. Now I just need to recreate my styles...
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Luke Griffioen, Employee

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Glad to hear things are working again! If you do run into this again, if you only clear out the TrayContents.bin file, then you won't lose your styles and it should still address the issue.