Camtasia Studio will not update-I receive "We are unable to contact the Techsmith server" error.

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  • Problem
  • Updated 5 years ago
I've been using Camtasia Studio for a long time, and I have NEVER encountered this problem before. Here's the problem: every time I try to update Camtasia Studio, I receive an error which says "We are unable to contact the Techsmith server". This started happening after I reinstalled Camtasia Studio. I was having problems with it, so I uninstalled my old install of it and redownloaded it from CNet Download.com. I then reinstalled it to find that it could not update itself and gave me that error. I checked my Firewall settings and it was set to Allow, so it is NOT my firewall. My internet is definitely up (otherwise typing this would be impossible). I don't know the problem. I have to download the entire installer every time I want to update it from the Download.com website, which is slow and very irritating. Please help!

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Andy

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  • confused

Posted 5 years ago

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Casey S., Customer Success Manager

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Hi Andy,

A few reasons you could be getting the Server error message:

1) Sometimes our Camtasia Studio server does crash and external verification signals cannot connect.   It happens very rarely, and even when it does we catch it relatively quickly and fix it (max time it would be down would be a few hours).  Since this problem has been consistent for you, I don't think this is the issue. (Also, the server has not been down any time recently)

2) You are behind a Firewall or Proxy server.  We can rule out the firewall issue, but are you on a proxy server?  Sometimes the update gets blocked automatically in that case.

3) Are you running any kind of anti-virus program such as Norton, AVG or some other security software?  That could be blocking it as well.

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Andy

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I am using Norton 360, but most components included with it cannot block Camtasia Studio from accessing the internet, and as I said, I added an exclusion in its Firewall. Windows Firewall is disabled, so it cannot be a problem. I also have Malwarebytes, but the problem occurred before that. I'm not using a proxy server, either. I'm pretty sure that Camtasia Studio itself (at least when installed on my computer) is the problem. It doesn't even make an attempt to connect; when I try to update it, the update window instantly pops up telling me the error. Is it a user profile problem or something?
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Andy

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Do I need to click Register Camtasia Online and then Register My Product Through the Techsmith Website? Is that the issue?
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lito-soft

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Andy, please, advise if you are able to open, from your browser, the domain http://www.techsmith.com

@>-->---
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Andy

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I am able to connect to that website.
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Casey S., Customer Service Representative

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Andy, its not an issue of registration.  I'm checking with our Camtasia Studio team to see what the problem could be!
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Dave O'Rourke, Senior Software Engineer

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Hi Andy,

Could you post a screenshot of the error you're getting?  There are a couple similar error messages in the product, and I want to be sure we're giving you the right advice based on the issue you're seeing.

Thanks.
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Andy

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Here's my screenshot.
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lito-soft

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Please, locate the file:

C:\windows\sytem32\drivers\etc\hosts

Open it with Notepad

Copy the content and

Paste in this message

@>-->---
(Edited)
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Andy

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# Copyright (c) 1993-1999 Microsoft Corp.#
# This is a sample HOSTS file used by Microsoft TCP/IP for Windows.
#
# This file contains the mappings of IP addresses to host names. Each
# entry should be kept on an individual line. The IP address should
# be placed in the first column followed by the corresponding host name.
# The IP address and the host name should be separated by at least one
# space.
#
# Additionally, comments (such as these) may be inserted on individual
# lines or following the machine name denoted by a '#' symbol.
#
# For example:
#
#      102.54.94.97     rhino.acme.com          # source server
#       38.25.63.10     x.acme.com              # x client host

127.0.0.1       localhost
::1             localhost
0.0.0.0 a.kickass.to
0.0.0.0 kastatic.com
0.0.0.0 torcache.net <some harmless IPs I added.

I don't see any Techsmith related entries in this Hosts file, so it is not a problem.
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Joe Morgan

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    Hello there,
I don't understand why you are using CNET Downloads.com for a reinstall anyway? 
I suggest you Reinstall Camtasia  through the TechSmith website.
http://www.techsmith.com/camtasia.html

 It may very well be a waste of time.  But what do you have to lose by trying?
 I quit using CNET Downloads several months ago over Malware. CNET does not seem to be what they once were.

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lito-soft

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(Edited)
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Andy

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Thanks for the upgrade link. It's helpful, but I still would like to know why my software won't update.
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Andy

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@Joe Morgan Although I agree on your part about malware, I had no issues installing Camtasia from CNet. I also had the update problem previously with another install that was directly from the Camtasia website (when I purchased it and clicked on the download link). CNet wouldn't be the issue if this problem occurred after an install from their website, either, since nobody in the right mind (or who has a life) will intentionally modify an installer to make the software work but the updater dysfunctional for no apparent reason. I will actually try your advice, though. I'm reinstalling through the Camtasia website. Wish me luck. (probably won't help :P)
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Andy

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I discovered an additional problem. ALL of Camtasia is blocked from the internet for some reason. When I reinstalled, I got an error like "We were unable to connect to Techsmith servers to check your license key, but you may use Camtasia Studio during this period". (I forgot the exact message.) This is very frustrating.
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Andy

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I'm sure that the problem has to do with my actual computer. I tried installing Camtasia Studio on a virtual machine, and the registration+updating worked. Is there some sort of way to fully reset Camtasia Studio or something?
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Joe Morgan

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It's sounds to me like the reinstall went well.

 I'm no tech guy but my next step would be to temporarily disable your firewall and then start Camtasia. Shut Down the entire Firewall. Don't forget to turn it back on afterwards.

I think you probably have a simple problem that is getting overlooked. 

What I would try second. Install another browser , Google, Firefox, whatever is different than what you use. Then make it your default browser. That should eliminate unknow Browser settings that could be blocking you.

Good luck, Regards. Keep updating your statis  


As far as a full reset of Camtasia. I know of nothing beyond a reinstall as a full reset option.
(Edited)
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Andy

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I'm sure that the problem is not the firewall, since I installed Camtasia on a virtual machine in VMWare on my computer (which has the Camtasia problem) and it worked. Firewalls are supposed to block ALL connections if they are set to, so Camtasia Studio should not have worked on the virtual machine if the firewall was the problem. I added Camtasia Studio as an exception to my firewalls, too, but it still would not update, and I also disabled the firewall completely as a last attempt (both Windows and Norton 360 firewall) but it didn't work. As for the problematic internet browser/internet settings possibility, I reset all options in Internet Options and also used a reset internet settings feature in an antivirus that I had, but it didn't help.
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Andy

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I think I've fixed my problem. I researched online and I found that some registry entries for Camtasia Studio had incorrect values. I fixed them to default, and updating now works! Upon opening it, I received a "Congratulations on your purchase of Camtasia Studio" message. I solved it myself, but you guys were a great help. Thanks. :)
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Joe Morgan

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Thanks for the update! It's always good to share the solution with everyone else. {:>).
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Tobitski

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Thank you Andy - I have recently encountered exactly the same problem / message when trying to upgrade Camtasia on my home laptop...
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jamesf

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it would be really helpful if those registry entries were documented here.  I cannot find any such thing on a search, and cannot get the system to connect to the server via it's updater.  Same issue as stated above.

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