camtasia 2018 freezing

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  • Updated 3 weeks ago
Camtasia 2018 is a dud. Boldly went for the new version and while editing/watching my project the video playback literally freezes after a few minutes every use. Very disappointed. I just don't get how they can release new versions without properly testing them....
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preflopflopturnriver

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Posted 5 months ago

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Robert R., Online Community Admin

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Official Response
Hello all;

I can personally understand and empathize with users when an application does not work as expected; it can be frustrating and time consuming. A part of the process to ensuring applications work as intended is to reach out to Technical Support, who can then review the issue in a technical manner. As every user's computer is different, reaching out via official support channels is crucial for a number of reasons, chief among them is that it is the fastest way to a resolution (albeit a solid fix or a temporary workaround). Another oft-overlooked reason for opening a ticket through the proper channels is that Technical Support has regular reporting that we send to our development teams and in order to have the best information possible, detailed diagnostic files, sample source files, problematic projects, crash dumps, and a number of other potential files will be needed. Blanket statements such as "It is slow," "it crashed," or "it does not work,"  are an excellent opening statement to make, however they do not describe the problem in detail nor do they provide context for what is happening to/in the software at that time. Having this information will allow Technical Support to determine a best course of action for both the User and for Development.

For Camtasia, freezing or poor performance can be any number of things; conflicting hardware or software (audio mixers, preamps, wireless input devices, antivirus, index-based online backup, etc.), unsupported save file locations (external hard drives/flash drives, network/NAS drives, cloud-synced folders, etc.), problematic file formats/file properties (high bitrate content, extremely high framerate such as 120 FPS or higher, multi-channel audio, non-standard sample frequencies, etc.), recording and/or editing behaviors, system configurations that are below spec for the content/process being handled in the software, and outdated or problematic drivers to name a few. Since any number of these variables can come into play in situations like these, a part of Technical Support's responsibility is finding a baseline for success on that specific machine, if possible, and to work with both the Development teams and the Users. Unfortunately that also means that there may be times when some user issues may not be resolved, but in the overwhelming majority of cases, some small coaching or pushing back to the Development teams for specific and detailed issues yields extremely positive results. The caveat here is that we do not know what we do not know and in order to address these concerns, opening a ticket and providing support with as much detailed information as possible, will be called for.

I truly appreciate the feedback provided here in the forums. I'd also like to remind everyone that we have a dedicated support staff that is willing to help those struggling with issues such as this (or other issues) and in order to properly investigate, a ticket will need to be opened so we can provide our development team with the most detailed information as possible so they can investigate and eventually address. If you have any questions or concerns about our support practices or polices, you can reach out to me directly at r.risdon@techsmith.com

Kind regards,

Robert