Animated gif error

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  • Updated 3 months ago
I am suddenly getting this message in the Editor while trying to make animated gifs: "Cannot open file. Snagit does not support GIF or MP4 files with dimensions greater than 3840x2160 or less than 64x64."  I am well within those margins. Anyone else?
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pburgess

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Posted 3 years ago

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Tim, Snagit for Windows Software Developer

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Did you upgrade to the latest Windows 10 Anniversary Update? Unfortunately, this update seems to have broken opening GIFs.  Fortunately, uninstalling and reinstalling Snagit seems to fix it:
https://support.techsmith.com/hc/en-us/articles/224489387-Snagit-Windows-No-longer-able-to-create-GI...
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efypjgzl

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Re-installing did not remove the error.
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efypjgzl

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I have tried everything to remove this error. Re-installing does not work. I haven't had use of video recording for about a year. No solutions are being provided.
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pburgess

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I did uninstall and reinstall and it fixed the problem, but a few months later it happened again, so I uninstalled/re-installed again, but that seems an ineffective way to solve the problem. Will there be a patch?
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efypjgzl

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I backed up my images, uninstalled, restarted, downloaded latest version, installed, and there is no change in the error. Edition: Windows 10 Pro, Version: 1607, OS Build: 14393.1358

Will there be a solution to this error?
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Joe Morgan

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What version of SnagIt are you using. I have no problem creating GIF's.



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pamela.denchfield

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I too am getting this error suddenly. 
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mpwolski

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I get this error as well
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coldwhitefire

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What IS the error? Can you take a screenshot of the error so we can know what to look for if it happens to us? (just wondering...) 
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pamela.denchfield

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Screenshot:


Text of error (also listed at top of this page): 
"Cannot open file. Snagit does not support GIF or MP4 files with dimensions greater than 3840x2160 or less than 64x64." 

Steps to repro:
1. Capture a video.
2. In SnagIt Editor, click the GIF icon ("Create animated GIF file from this video").
3. In the Create GIF dialog box, accept the defaults ("Optimize For: Screen Video," no check mark for "Fade to Black") and click Create.
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Robert R., Online Community Admin

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Hi Pamela;

If you right-click on your desktop and choose "Display Settings" is the DPI (under Scale and Layout) set to 100%?

Does this happen with all videos, or just one in particular?

-Robert
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coldwhitefire

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What version of Windows are you using? 
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pamela.denchfield

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Windows 10. It worked before.
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coldwhitefire

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I'm going to try and recreate your error on my end. 
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coldwhitefire

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I wanted to let you know that I'm in the process of seeing if I can use my Mac license on Windows for Snagit. 

What did you notice before when it worked then when it hasn't now? 

Did you recently change browsers, had a major update to Windows, anything you can recall?
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pamela.denchfield

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No major changes I can recall. Thanks.
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andre

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Any updates on this? I'm still having the error :(
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pamela.denchfield

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After a few weeks now, it's suddenly working for me again.... 
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Scott Bell

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Also getting this error, pretty frustrating.
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geicko

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I battled Windows update as much as I could but in the end I was able to upgraded without too much damages except that now I cannot create animated Gifs anymore. 

@Robert R.

Display is set to 100%

It's affecting all videos - cannot create any animated Gif anymore, no matter the size of the area selected for the recording.

Creating mp4 still works.
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Erik P. Ernst

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Started getting it on latest builds of Windows 10.... Very annoying. Any workarounds?
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Joe Morgan

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Do you have a graphics card?
Have you tried updating it's drivers lately?

This is somewhat unrelated, I also use Camtasia and recently I tried to make a 1x1 aspect ratio video which I normally don't do. Camtasia started malfunctioning in several areas,I  could only force it to shut down through Task Manger because closing it wouldn't work.
 
Camtasia worked flawlessly up until then. After insuring Windows was up to date, a reinstall of Camtasia , much frustration and troubleshooting.

Updating my Nvidia Graphics card solved it.

I've  opened  gif's in SnagIt this morning without a hitch. "That's one of the complaint's in this post"

And I created a gif without any problems.

Regards,Joe

(Edited)
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Erik P. Ernst

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Well I also yesterday found that some of my Remote Desktop Connections suddenly not working from this PC. Works fine on other Win. 10 machines - gonna try Snagit there.
Otherwise just waiting for a power cable for my new Quadro P4000 and new graphics card incl. drivers will be installed.
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kenneth.macgillivray

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I have the same error message. Desktop display set to 100%. Windows 10. Most recent Snagit version (as of today, at least) - 13.1.4.  Trying to turn 976 x 790px video into gif. Video captured no problem. Cannot make animated gif.
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Kraznet

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I've suddenly got this message after installing Windows 10 Creators update. Never had it before. Scaling set to 125% as always. Must be an incompatibility with the update. Can no longer create gifs.
(Edited)
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kenneth.macgillivray

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For what it's worth, uninstall/re-install did fix the problem for me. https://support.techsmith.com/hc/en-us/articles/224489387
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Kraznet

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I upgraded to the new version of Snagit and the error stopped.
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Almighty1

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For me, like I read before when doing a search, the problem lies with SnagIt editor not working properly with K-Lite Codec installed.  When K-Lite Codec is uninstalled, Snagit editor will open the video correctly without the issue.  Uninstall and reinstall of Snagit doesn't fix the issue whether with version 13 or 2018.  Should mention that competing Video Capturing products do not have the problem either with K-Lite Codec installed.
(Edited)
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Erik P. Ernst

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Updating the drivers didn't fix this for me, but installing Snagit 2018 did.
Finally I can create animated GIF's again.
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Jason Schklar

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Worked for me, too. I did have to relaunch the app. But now can make .gifs!
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Lorena Hernandez

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I do not want to pay for and download Snagit 2018. I am receiving the same error message with my file that is well within the dimensions described in the error dialog. 


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Joe Morgan

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Have you tried a reinstall as outlined in this support article?
https://support.techsmith.com/hc/en-us/articles/224489387?_ga=2.101870209.1023108744.1508874869-1905...

Regards,Joe
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Lorena Hernandez

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Just completed this, and it looks like my program is working correctly now. Thanks for this reminder!
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klepp0906

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fwiw error is still out in the wild.  Just reinstalled to the newest version and it persists.

In case it helps track it down/solve it - If i do a recording with "capture cursor" on, all is fine.  If i toggle "capture cursor" off it will give me the error when it tries to load the capture into the editor. 

Fortunately much of the time the cursor isnt intrusive.  Hopefully by the time it is - it'll be resolved ><
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Alekz

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I bought the product for this specific feature, I have version 13.1.5. I've tried reinstalling twice now, it does NOT fix the issue. I have tried several combinations of options (Screen Video, Custom, Cursor On, Cursor Off, etc.) and nothing seems to work, the editor crashes and closes.

BUT I found something interesting in the Event Viewer. These are the 3 events that trigger exactly when the GIF function is used.

The gif did generate inside C:/Users/.../Appdata/Local/TechSmith/SnagIt/DataStore/






At least it does generate the GIF, but it's really annoying that the editor crashes every single time and I have to re-open it and look for the file inside AppData instead of being able to save it somewhere more accesible or copying it to the clipboard (this would be the most useful thing for my workflow).

None of the proposed fixes work, but I hope this helps somebody who is dealing with this issue.



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david.yankowski

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I was just contacted by one of my users and it is exhibiting the same problem.  Windows 10-1706 with SnagIt_18.
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Richard Case

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Happens for me on Win7 now with SnagIt 2019.  It's new.  Bummer.  I'm using 150% rescaling.

The workaround to find the gif in the AppData Local folder is fine, though; that's what I needed for the moment.  Thank you.
(Edited)
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david.yankowski

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I uninstalled Snagit_2018 and installed Snagit_2019 but the issue persists.  I am getting numerous complaints from my user base and this is now taking up a lot of time to advise.  Is there any information on when a fix for this persistent issue may be available?  Snagit Version 2019.1.1 (64 Bit) (Build 2860) 2/11/2019, Windows 10 1803 10.1.1
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Almighty1

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@david.yankowski - Did you try version 2019.1.2 which was released on May 23, 2019 to see if the problem has been fixed?
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david.yankowski

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I will do so.  It is a painful problem as it gets fixed then pops up again.