Auto-scrolling Add-on for Snagit (Mac) is Broken When Using Firefox 4.0

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  • Updated 9 years ago
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Merged

This conversation has been merged. Please reference the main conversation: Snagit 10 (PC) autoscroll doesn't work with Firefox 4 or Internet Explorer 9

The auto-scrolling add-on for Snagit Mac is no longer working with Firefox 4. All previous fixes for Firefox 3.6 are ineffective in terms of resolving the issue.
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JT Keller

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  • sad

Posted 9 years ago

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David M. Converse

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Our development team is aware of the issue and working on an update. If you need scrolling capture, please continue to use FF 3.6 or another browser such as Safari which works fine with Snagit for Mac. Stay tuned for more information.
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Adam

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I appreciate you guys are working on a fix, but it is kinda ridiculous to not have this functioning for $60 software when the FF4 beta has been out for SO long...
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David M. Converse

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Adam, we understand your frustration.

TechSmith has been aware of this issue for months and our development teams have tested each beta version of IE on Windows and Firefox on both Windows and Mac as they have become available; however, it is TechSmith policy to wait until the final build is released before completing our final rounds of testing and releasing a fix.

We want to ensure that when we do release the updates, they function correctly.
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Peter Harders

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Thank you, TechSmith, for addressing the issue and coming out with (hopefully) a timely solution.
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Nick Herber, Technical Support & IT Manager

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Hello and good morning.

We have an updated extension that may resolve this issue. At this point we're still testing it, but if you would like to try it out as well, go ahead and put a ticket in with us here:

http://techsmith.custhelp.com/app/uti...

You will have to create a support account with us if you haven't yet - your account here on Get Satisfaction isn't automatically a part of that system.

Then we'll go ahead and send that to you ASAP and if it works as well as expected based on feedback, we can try to get this publicly very soon.

Thanks!
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Daniel Foster, Snagit strategy lead

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Official Response
We've now made the fix available without having to open a support ticket.

Download the patched Firefox extension

To install the extension you must Ctrl - Click the file > Open with... > Choose Firefox.*

*Double clicking the .xpi file will not install it properly; it must be associated with Firefox to work correctly.
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Dean Loh

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I couldn't install the patch using this method:

To install the extension you must Ctrl - Click the file > Open with... > Choose Firefox.*


... as my Snow Leopard wouldn't let me open the file using Firefox.

Instead, I got it installed by...

1. In Firefox, under Tools, select Add-ons
2. Click the gear icon next to the search field, select "Install Add-on From File..."
3. The rest is straightforward.

Thanks Techsmith for the patch. I had to live with some ugly alternative in the past few days in order to get full page screenshots.
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TAP

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I was able to make the instructions from SnagIt work up to a point on my MBP with Snow Leopard 10.6.4 by downloading the file named "autoscrollhelper.xpi" then moving it to my desktop. Once on the desktop I used Ctrl-Click on the file on the desktop. A pop-up dialog invited me to choose an application to open it. I choose Firefox. I then saw a typical looking installation window which invited me to drag *the FIREFOX Icon*, named "Firefox.app" to the App Folder. This looked pretty shaky to me, but I tried it. I then got a pop-up dialog box named "Copy" in its top border, with the contents:

An item named "Firefox.app" already exists in this location.
Do you want to replace it with the one you're moving?
[Stop] [Replace]

I looked at the tiny 57 KB file from SnagIt and knew that it couldn't expand to contain a whole new Firefox 4.0 file. My guess is that it somehow made a modified copy of Firefox 4.0 and wanted me to drag that to the Application file to overwrite the existing 73.2 MB Firefox.app. Without a more complete instruction from SnagIt to confirm that this was what I should be seeing, I judged it too dangerous to proceed. I thus selected [Stop]. Somebody else with an expendable test configuration on a Mac can pursue this further and risk taking an arrow. I'll wait and see future posts.

P.S. Since this is an unusual way to install the autoscrolling helper, I think that SnagIt should also instruct us as to whether Firefox should be Open or Closed before starting the procedure.
*** Additional info: After selecting [Stop] I still had the installation window open showing the FF icon and the Application Folder icon. I also saw what looked like a Firefox Disk in the left pane of Finder, with an ejection icon to its right. I'll update this comment now, before clicking on that Ejection Icon.
*** Further info: No bad effect from the ejection. Firefox still working so that I can do this final edit to my comment.

P.S. #2: I wonder why my mug shot isn't shown to the left of my comment. It is in my profile with "Get Satisfaction"
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David M. Converse

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TAP, the problem there is that you still had the Firefox disk image mounted on your desktop, and that's the copy that tried to open the extension. Those are for installation ONLY- do not run software off a disk image and when you are done installing, drag the icon to the Trash to unmount it.

Once you have Firefox properly copied to your Applications folder and the disk image unmounted, the extension opens properly.
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TAP

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David, you postulated one way that the problem could have occurred but my situation was a bit different:

* I had unmounted the Firefox 4.0 Disk Image after installation on 22 March 2011 and it was then not on my desktop.
* The FF 4.0 installation file was still in my Downloads Folder
* There was a blue Firefox Alias inside my Applications Folder pointing to the to the FF 4.0 file in my Downloads Folder.
* There was a properly installed Firefox 4.0 installation, with the new Firefox installation icon copied to my dock.

To make a successful installation of the SnagIt Scrolling Helper Ver. 1.1 I did the following:

1) I clicked on the link you provided to download "autoscrollhelper.xpi"
2) I copied the file from my Downloads Folder to my Desktop.
3) I moved the FF 4.0 installation file from Downloads to Trash.
4) I moved the blue FF 4.0 Alias file which pointed to the FF.40 installation File to Trash.
5) I emptied the Trash.
6) I closed Firefox.
7) I used your instruction and did a Ctrl - Click on the "autoscrollhelper.xpi" file on the desktop.
8) When the "Open with.." Dialog opened I scrolled to Firefox and again saw it grayed out.
9) I changed the criteria of the "Open With.." Dialog window from "Recommended Applications" to "All Applications."
10) I clicked on Firefox and I got a pop-up dialog box which warned me that "autoscrollhelper.xpi" was downloaded from the internet. I selected "Open"
11) I got a pop-up dialog box telling me "install add-ons only from authors whom you trust." It showed the "Snagit Autoscroll Helper." I clicked on "Install"
12) I got a Pop-Up Dialog box saying "SnagIt Autoscroll Helper will be installed after you restart Firefox. I clicked on "Restart Now"
13) I tried to capture a window in Firefox which required scrolling. SnagIt scrolled it but was not able to save it.
14) SnagIt could not be used to capture and save anything at that point. I had to use Force Quit on it.
15) I went to Tools -> Add-Ons in Firefox and selected the Extensions Tab (a tab in a column on the left side of the screen). I saw an entry as follows: SnagIt Autoscroll Helper 1.0 (disabled) Just above that bold text was a green note saying "SnagIt Autoscroll Helper will be updated after you restart Firefox. I selected "Restart Now."
16) After Firefox restarted I went to Tools -> Add-Ons and went to the Extensions (Left) Tab and saw a very nice entry as follows: Snagit Autoscroll Helper 1.1 Clicked on "More" and saw more info about it, all looking good.
17) SnagIt then worked fine and scrolled a page in Firefox 4.0 and captured and saved the whole thing.

Actually, it would have been better to have done Steps 3) through 6) to prepart the Mac before doing Steps 1), 2), 7) ... 17)

Yup. It works. Thanks!! -- TAP
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David M. Converse

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"* I had unmounted the Firefox 4.0 Disk Image after installation on 22 March 2011 and it was then not on my desktop.
* The FF 4.0 installation file was still in my Downloads Folder
* There was a blue Firefox Alias inside my Applications Folder pointing to the to the FF 4.0 file in my Downloads Folder.
* There was a properly installed Firefox 4.0 installation, with the new Firefox installation icon copied to my dock."

This does not work properly. You should not try to run software directly off the disk image. It was not correctly installed- programs need to be in Applications.

The proper way to proceed is to follow the directions on the FF disk image to copy the program to the Applications folder. Put it in the Dock from Applications, not from the disk image.

We used to see this a lot when I worked as a Mac Genius for Apple, and customers sometimes got all tied up in knots when programs wouldn't work right off a disk image.
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TAP

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David, As I wrote, I *did* all of the following on 22 March when I installed FF 4.0:
* Copied the new FF 4.0 Icon to Applications by dragging the image from the window on the Desktop to Applications.
* Unmounted the Disk Image. which removed the Disk Image from the Desktop
* Copied the new Firefox Icon to the Dock.

I don't run applications from the Disk Image, except during my attempt last night due to that Blue Alias Icon. This afternoon I stated that I trashed it via Steps 4) and 5) of my earlier post.

The simple graphical instruction which Apple type installations provide to drag the icon of the Application to the icon of the Application Folder are pretty lame. They never tell one to then move the downloaded disk image file from Downloads to Trash, etc.....

** Anyway, you scanned my post too quickly to pick up the flow.

** I find that SnagIt advice and specifications tend to be on the terse side. They leave questions for the student to resolve.

In any case, I'm please that SnagIt provided a fix for Mac this quickly.

-- TAP
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Bob Cancilla

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David,

I just installed the fix and got it to work once. The second attempt froze my Mac to the point I had to reboot. Also, any possibility of getting support for both horizontal as well as vertical scrolling? Like Sarfari support?
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David M. Converse

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Yeah I wish Apple handled disk images a bit differently. Attempts to automate the process have introduced security problems and so its essentially reverted back to "do it manually" which of course confuses a lot of customers.

Anyway, glad we got it working!
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Peter Harders

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Thank you to the TechSmith team for the fix for Firefox 4.0. Installed and working! Life it better.