Camtasia 8 key doesn't work, can't register full version - support don't want to help

  • 1
  • Problem
  • Updated 1 month ago
Hey!

I've been using Camtasia 8 sometimes, only when I needed it. It was purchased by the old company I worked for and they left me a registration key for my private use. I was using the soft from time to time and I was still able to register the key around a year ago to do some video editing.

A few days ago I've been trying to register the key again because I will need to make some short tutorials for the project I work on now. I installed the software, but I can't register the app now. (and I could do it anytime I wanted for the past couple of years). It shows an error on key registration and I'm left with the trial only.

I contacted the support but they weren't very eager to help me. The standard blah, blah - check your version, check key, we can't guarantee, etc. And finally, they suggested an upgrade for $99. WHY?
I'm not interested in an upgrade. The license was purchased a couple of years ago and it should be working. I don't want to pay for something that is already purchased and should work.

I didn't receive any other form of compensation or anything else.

Has anyone had a similar problem? Is there any way to have my key working?
Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like
  • frustrated

Posted 1 month ago

  • 1
Photo of Joe Morgan

Joe Morgan

  • 8039 Posts
  • 4348 Reply Likes
What does the error say? Does it give an error number?

Regards,Joe
Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like

Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like
Hey, Joe! Thanks for your answer. It looks like this. Every time the same error shows up. It never showed before, I could easily register the key.
(Edited)
Photo of Joe Morgan

Joe Morgan

  • 8038 Posts
  • 4348 Reply Likes
Theres a support article covering this error.
Example 2 "Image" shows a pop-up identical to yours.
Theres even a how to video.It shows Camtasia 9 being used, but I'm pretty certain the same steps apply to you.
https://support.techsmith.com/hc/en-us/articles/115004165607-Camtasia-Windows-Activation-server-is-u...

Give it a whirl

Photo of Joe Morgan

Joe Morgan

  • 8038 Posts
  • 4348 Reply Likes
Ha, I just watched the video.
It doesn't include steps 1-3.
Its an incomplete tutorial.
  1. Browse to this folder: C:\Windows\System32\drivers\etc.
  2. Right-click the "hosts" file and select Properties.
  3. Uncheck the box for Read-only.



Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like
Thanks for the quick response and it. But, it didn't work :(. It looked like it's a perfect solution, but I get the same pop message with an error I showed above.

Btw, the hosts file was already unchecked in my system.
Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like

Sorry, it's in Polish, but this is how the hosts file looks in my system - read only is unchecked
Photo of Joe Morgan

Joe Morgan

  • 8039 Posts
  • 4348 Reply Likes
Mine was unchecked as well.


However, the etc. file is set to read only.
Maybe that's what actually needs to be changed?


Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like
Nope, it doesn't even allow me to make it unchecked. Once I uncheck the etc. folder as administrator it becomes "checked" back by itself.
Photo of Joe Morgan

Joe Morgan

  • 8038 Posts
  • 4348 Reply Likes
Did you click "Apply"?

When I did I received a second pop-up.


After selecting Okay.
Applying it to all  the subfolders.
I had to run the change as an administrator.
After that, It remained UN-checked for me.
Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like
Yes, I did that exactly the same way. But, once you close the Properties window and then you click the right button to open properties again, it becomes checked again. I also tried with the properties window opened when it's unchecked - still nothing, same pop-up after trying to register a key. I will try to record a video of I'm doing, but not now (if necessary).
Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like
I'm on Windows 10 - does it matter?
Photo of Joe Morgan

Joe Morgan

  • 8038 Posts
  • 4348 Reply Likes
Yeah, same thing just happened to me.I'm on Windows 10 as well.
I was only guessing that might help.
I'm not sure what to tell you at this point.
Photo of kayakman

kayakman, Champion

  • 7356 Posts
  • 2509 Reply Likes
this is a long shot re why the issue ...

you may not have a valid license; I do not believe that Camtasia licenses can be transferred?

based on your post, it seems you have installed the license multiple times on different machines?

even with a valid license, the license can only be installed on 2 systems?

suggest you contact TechSmith sales and inquire further
Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like
Yes, I did install it on different machines in the past 6 years or so. But, this is pointless then - it's a normal thing that you change a PC from time to time. If you own a key and you don't share it with anyone else, what's the point of blocking it from using wherever I want?

Support has contacted me with the same solution that Joe posted, so nothing has changed so far.

I think I'm gonna just give it up as this is going nowhere. I'll try Resolve or other more sophisticated software.

The worst thing is that $200 was thrown to the trash and they didn't even think about giving me another key for the same software.

Thanks, everyone for your suggestions and help!
Photo of Daniela

Daniela

  • 29 Posts
  • 17 Reply Likes
Have you uninstalled Camtasia on those previous computers?

Why I ask:
It is common for software products to require to uninstall it and thus "freeing" the license before being able to use it on another computer. I can't remember if Techsmith explicitly states this as a necessary step to take before transferring licenses. We have never had problems transferring our licenses to new/ different computers, but we always uninstalled it on the previous computers first.
Photo of Joe Morgan

Joe Morgan

  • 8039 Posts
  • 4348 Reply Likes
Its not required. If one of your computer dies, you simply reinstall on a new one and activate it.It's seamless.
Unlike Adobe who you must contact. Go through a process and have them deactivate the key. Which is a pain in the rear in my experience.
Photo of Rick Stone

Rick Stone

  • 6292 Posts
  • 2989 Reply Likes
I suspect the issue here is one related to what you said:

 If you own a key and you don't share it with anyone else, what's the point of blocking it from using wherever I want?

I believe in your initial post you openly admitted the key was never yours to begin with. It was purchased by your employer and you are (or were) using a "second" key registration.

As such, it's hard to understand how you have been damaged and $200 has been "thrown in the trash". 

I think TechSmith was being very generous with their $99 "upgrade offer", given what you have revealed. What transpired here actually amounts to software piracy. Likely on behalf of the former employer. 

If I were in your shoes, I'd strongly consider spending the $99 for the latest version. You don't have to actually USE the latest version (although I'd be hard pressed to understand why one wouldn't want to) because as I understand it, the key for the newest version should also unlock your version 8.

You said something about having used it on different machines for the last 6 years? So that $99 seems an incredible bargain for the latest version as well as having used version 8 for that long. 

I'd also be willing to bet that the reason you cannot activate further is due to some internal limitation having been reached as far as the number of activations allowed before human intervention is required. That only seems logical.

Cheers... Rick :)
Photo of Joe Morgan

Joe Morgan

  • 8039 Posts
  • 4348 Reply Likes
Are you a lawyer?
You have only your interpretation of events to base your allegations on. With no firsthand knowledge of the contact or contacts he had with TechSmith.

In this public forum.
Your suggesting that TechSmith has offered to sell an upgrade to someone who has allegedly pirated their software.
And accusing another member of Piracy.
Photo of kayakman

kayakman, Champion

  • 7356 Posts
  • 2509 Reply Likes
some further input, FWIW ...

https://www.techsmith.com/camtasia-eula.html

specifically ...
YOU ACKNOWLEDGE AND AGREE: (A) THAT YOU ARE NOT AN OWNER OF THE SOFTWARE OR ANY COPIES OF THE SOFTWARE; (B) THAT YOU ARE A MERE LICENSEE OF THE SOFTWARE AND ANY COPIES OF THE SOFTWARE, WITHOUT ANY RIGHT TO FURTHER TRANSFER OR DISTRIBUTE THE SOFTWARE OR ANY COPIES OF THE SOFTWARE OR PROVIDE ACCESS TO THE SOFTWARE IN ANY MANNER WITHOUT TECHSMITH’S PRIOR WRITTEN CONSENT; (C) NOT TO CHALLENGE THE ENFORCEABILITY OR VALIDITY OF THIS EULA; AND (D) NOT TO INITIATE ANY PROCEEDINGS INCONSISTENT WITH THE TERMS AND CONDITIONS OF THIS EULA.


Photo of Joe Morgan

Joe Morgan

  • 8039 Posts
  • 4348 Reply Likes
Well,

I would try this first. Type regedit into windows search bar.
Locate the Camtasia 8.0 folder.
Right click it and delete it.
This will reset Camtasia to a "like New" installed state. As if being installed for the first time. Camtasia will restart without issue. It will create a new registry folder automatically.
Perhaps the fix will work then? It might not be required at all?




Photo of Glenn Hoeppner

Glenn Hoeppner, Employee

  • 1874 Posts
  • 358 Reply Likes
Does this software key you're asking about end in X98AB? I see that key in the account associated with the email address you used to login to this support site.  If that is the key in question, it does not appear to be a genuine software key and that is the source of your problem. There are some circumstances which would allow a non-genuine key to work, which probably explains how you were able to use it in the past. If that is not the software key you're asking about, you can email me directly at g.hoeppner at TechSmith.com with the key and I can look into it further from there.

-Glenn
(Edited)
Photo of Joe Morgan

Joe Morgan

  • 8038 Posts
  • 4348 Reply Likes
Excellent,
Its unfortunate that  przemyslaw szczepaniak didn't seem to receive this level of support initially.

(Edited)
Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like
Lol. Ok that accusation sounds even funny. Let me explain something here. The key was given to me by my former employer so basically it belongs to me and it's registered on my account on Camtasia website. Not being able to use the item I posses is still treated as Im a customer and I have the same rights as someone who bought it. I really didn’t expect something like that.

Thanks for your support Joe and everyone helpful here!

Anyway, if the support will not resolve this. I'll simply give up. I'm starting to like Resolve software.
Photo of Glenn Hoeppner

Glenn Hoeppner, Employee

  • 1874 Posts
  • 358 Reply Likes
The issue is not that the key was given to you, the issue is that the key was not legitimate to start with.

Unfortunately this happens from time-to-time where "resellers" create counterfeit keys and then sell them as legitimate. Usually these keys also come along with "special instructions" or cracked versions of the software that allow them to function. This often creates problems for the end-user when the software stops working, and we do not provide support for software that is not genuine.

I'm sorry that you ended up in this situation and I'm also sorry our support did not appear to recognize this as the root cause when you initially contacted them.

-Glenn
(Edited)
Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like
There was no reseller, no cracked version or anything like that done on my side. But, if you can confirm that you have some data that confirms the key is from an illegal source, then my former employer is to blame. Anwyay, I gave up on this and I'll use another software. Best Regards,
Photo of przemyslaw szczepaniak

przemyslaw szczepaniak

  • 12 Posts
  • 1 Reply Like
P.S. How is this possible that I was able to use the key multiple times in the past? I installed it several times on a couple machines.