Camtasis 2019 barely usable - Nearly constant hangs requiring force-quits...

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  • Updated 4 weeks ago
  • (Edited)
Camtasia 2019.0.6 (but 0.5 also) is barely usable. As I'm working, I drag a video or music track to the timeline or do something else and I get a beach ball. Camtasia is HUNG. From that point on the beachball goes away, but then comes right back. Camtasia NEVER works again after the beach ball starts spinning.

The only way to make Camtasia work again (not be hung) is to Force-Quit it and start over.

However, in a few minutes the same Camtasia hanging problem happens again.
 
I'm on Mac OS 10.15.2, but this Camtasia hanging problem happened on 10.14.6 as well.

I have a current iMac with 128 GB RAM / 700 GB free disk space. Camtasis is the only application running at the time.

Techsmith tech support has been pleasant, but they don't know what the problem is. I emailed them a "sample process" during one of my latest Camtasia hangs so hopefully somebody can figure this out.

I tried all the tech support ideas to no avail: re-install, delete the .plist file, etc.

Camtasia is such a beautiful program, it makes me quite sad, and a bit upset, that I can barely use it without repeated force-quits due to what looks like buggy internal (tested?) code.

I also noticed that Camtasia 2019.0.6 still is using three 32-bit libraries according to the "Go64" program. But, since the same Camtasia hanging problem happened on 10.14.6, I'm guessing that these outdated 32-bit libraries are not the problem.

Has anyone else had this issue or, better yet, knows how to fix it?

I can barely use this product!

Thanks in advance,



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snagit

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Posted 6 months ago

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kimberly.auger

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I had this same thing happen to me this week (3 times). I am using a MacBook Pro with 16 GB ram.
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snagit

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I hope the developers at TS fix this extremely annoying and time-consuming bug soon!

Thanks for your reply.
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bill.raymond

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I have been working with Techsmith on this for months and while they have made stability improvements, it still happens frequently. Here is how to greatly reduce the occurrence of these issues:

1. Never drag and drop media or other items like callouts to the timeline or to the screen (you have to drag and drop animations but that doesn’t seem to be the cause anyway). Instead, right-click the item and choose the add to timeline option. This is seriously the one best thing you can do. I had to re-train myself but at least it greatly reduces the problem.

2. If you add text callous, do not double-click to edit. Instead, right-click and choose the edit text option.

3. If your workflow includes adding a lot of media that never really gets used, like a bunch off the same recordings where you pick the best one to use, use the delete unused media option.

4. Do not save your work to iCloud Drive. Instead, work in an unmanaged local folder (no USB drive either). If you are an iCloud Drive user, move the media over to your documents folder after you are done.

If you do nothing else, follow my instructions in #1 and #2 above.

Please let me know if this helps because I’m wondering if what works for me works for you :)
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laura.buckley

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OMG, so glad to see it's not just me! I hadn't used Camtasia since before moving to Catalina. So this same beachballing was happening with Camtasia 3 for Mac, and I upgraded to 2019 thinking that would fix it, but IT DID NOT. Still happening. Every time I drag media to the timeline instead of remembering to right-click>Add to timeline. I wonder if it's a Catalina problem, not a Camtasia problem? WDYT? 
(Edited)
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Paul Middlin, Employee

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We recently shipped a fix that appears to have fixed this problem in many cases / machines / users, but unfortunately not all. It does help to be on the latest OS and Camtasia,  but if it's still doing this could you please contact Support? Let them know I suggested that you send a process sample to our dev team from when it's doing this beach ball thing.

I'm sorry you're experiencing this. As Stephen notes below, it does appear to be hardware and OS version dependent, so we're having trouble nailing it down when it doesn't happen on any machines we have, and we do maintain a pretty big set of hardware and OS to test on. 
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snagit

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Given what you said, it's odd their telephone support (still) isn't aware of the issue.

Has TS given you any indication of when they'll actually fix the problem and not just have you modify your workflow?

I did have the issue where the problem happened with no dragging to the timeline as well so it's a problem that needs to be fixed.

I don't use "the cloud" at all so that potential problem hasn't affected me, but still good to know.

I appreciate your suggestions and I'll use them.

Thanks very much for your reply.

(Edited)
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bill.raymond

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They do know but since I’ve gone quiet maybe they think it’s fixed? I just got done spending time debugging. Next time mention my name and they can look up all the tickets.

Hope my suggestions help!

Oh and one more thing, quit (not close a file but fully quit) Camtasia when you are not using it. That seems to free memory up. I always quit it at the end of the day and if I’m done with a recording I try to remember to quit as well.
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snagit

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Thanks again.

Your suggestions will undoubtedly save me lots of time and aggravation with this Camtasia bug that others are suffering with also. :)

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davemillman

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I've been using Camtasia long enough to remember when Camtasia Studio 2 & 3 were buggy junk on Windoze. But Camtasia Mac 2019.0.5 is literally rock solid on MacOS 10.12.6 with 16GB RAM. 
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snagit

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I have 2019.0.6 with 128 GB RAM. The hangs happen mostly dragging and dropping from the upper left area with music tracks, and even videos. The suggestion by Bill above has worked for me thus far: don't drag. Instead, right-click and add to timeline. Hopefully, TS will read this posting, and the others like it, and fix this problem.

I've been using Camtasia off and on since version 2. also. :)

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bill.raymond

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I just feel good that I’m not alone. I’m on a 2019 MBP latest Catalina build 32gb.
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snagit

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Unfortunately, with no public acknowledgement here from TS about the bug, its status, or the terrific workarounds like you suggested (as a temporary measure, not a permanent workflow modification), I still feel like I'm basically left to fend for myself.

I sent TS a "Process Report" during a recent hang so I hope that helps.

This bug should have been fixed by now.

Thanks Bill.
(Edited)
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Paul Middlin, Employee

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You're doing the best thing by working with Support. They can get more info than we're likely to get here through the forums, and work with our developers too.
It sounds like a complex issue to track down- I assure you that as frustrating as this problem is for you, there are thousands of machines this isn't happening on. Camtasia is thoroughly tested, beta tested, unit tested, and automated. But still, with the myriad configurations of software and hardware out there, some machines have problems that are hard to track down.

So, I apologize for the trouble you're having, and I hope we're able to find the cause!
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bill.raymond

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While I’m sure that is the case I highly recommend to start testing with the drag and drop features by placing media into the timeline. It constantly causes memory issues and I’m very glad to see it’s not just me. I buy high end machines and even went to an Apple store and cleared my machine so it had nothing but MacOS and Camtasia and still had the issue. There is a problem here and would really appreciate your taking a deep dive to figuring out the memory issue.
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snagit

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As I said previously, Paul, I sent in a "Sample Process" to TS support that I took during one of the recent  (and often) hangs so TS should be able to figure this out. Sadly, I have gotten no follow up communication from TS that they have even looked at the Sample Process file I sent.

You also now have three people on this posting alone that have the same problem.

I worry that TS, like so many companies, may be focusing on new features rather than making the existing product more usable. That is a mistake if so.

Thanks,

---

“The trouble with programmers is that you can never tell what a programmer is doing until it’s too late.” 

     - Seymour Cray


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corey

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I have the same issues, and I hate to have to use the workarounds. This seemingly hasn't gotten the attention it deserves. I'm on a 2019 16" Macbook Pro, Camtasia is sucking the joy out of my video editing. I started looking at other software.

I've been a Camtasia user for a long time, and I might not switch software, but it's not pleasant to use freezing software in this day and age.
(Edited)
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Paul Middlin, Employee

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Hi corey,
If your everyday editing is leading to big performance slowdowns, or it's like that all the time, there's something specific to your machine going on that needs more in-depth diagnosis. So, please contact our (free) support so we can try to get to the bottom of it:
https://support.techsmith.com
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snagit

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That's funny. I did call Tech Support and they ran me through the normal ineffective tech support things: re-install software, remove plist file, and a couple other things that had ZERO affect on this BUG.

It's baffling you can't reproduce it, TS.

I'm very disappointed in TS' quality control.

You also STILL have three 32-bit libraries in your 64-bit product. Take a look at "Go64" to identify them, but I've reported them previously.

Thanks,
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Paul Middlin, Employee

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snagit, I'm sorry you are so frustrated. I do think that Corey is best served by contacting support, so we can get to the bottom of such problems. I don't know where you left this issue with your support ticket, but generally our staff is very dedicated to resolving customers' issues one way or another.

Today, one of our developers informed me that we may have a fix for this problem, however it is very difficult to tell if it's the same problem (and therefore the same fix). Contacting support would allow us to try this out on your systems to see if it is the same issue (and verify the fix helps).

With millions of users on millions of machines, it is impossible to be certain 100% of the product will work on 100% of machines. Nevertheless, I assure you that performance is a top priority for us, not just adding new features, and that everyone here is genuinely trying to make sure you are successful and the products work well for you. Problems like these can be hard to diagnose, but we feel it's worth trying, and we appreciate those of you who are willing to work with us to get to the bottom of them.
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snagit

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Sounds good.

BTW, I had also sent in a process dump during the Camtasia hang. That was a long time ago. So far .... crickets on that process log (or any other updates from my postings and phone calls).

Look forward to a resolution soon.

To recap, I have a:
  • 2019 iMac (still current model)
  • 128 GB RAM
  • 600 GB free disk space
  • High-end graphics card
Thanks for your kind reply.
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Stephen Wagner, Employee

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Camtasia 2019.0.7 is now available and we believe it fixes the hangs that were occurring when dragging media to the timeline.  



-Stephen
(Edited)
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snagit

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I think you meant 2019.0.7.

Thanks for this update. So far, I have not been able to reproduce the bug.

The problem before was that the entire timeline area would have a border around it when dragging the music clip (or whatever) to the timeline but the music clip itself didn't register with its own border showing you where it would drop. It would hang after that for a long time.

That problem appears fixed now.

Thanks very much for your attention to this issue. :)
(Edited)
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Stephen Wagner, Employee

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Yes, I did mean 2019.0.7.  Thanks for catching that.  I am glad it is working better for you.  It was an odd issue, and seemed to be somewhat dependent on your hardware and OS version.
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snagit

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Still not fixed after all in the latest version. Am still using the workaround posted above by bill.raymond.
(Edited)
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Chinthaka Deshapriya

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They Fixed this annoying issue 2019.0.9 Update.  find your update and enjoy  
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herrpressey

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This is pretty frustrating since I spent $2200 on a spec'ed-to-the-max Macbook Pro to avoid hangups like this. Working with Camtasia on my Pro is no better than when I was a trainer 10 years ago and our Windows machines shut down constantly when working with Adobe Craptivate [sic].
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corey

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I found that the lastest 2019 update fixed it, but I've moved to 2020 and it runs smoothly as well (so far)
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herrpressey

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I'm updating at the moment. Thanks for the nudge. Fingers are crossed.
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Paul Middlin, Employee

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please let us know!
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herrpressey

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Will do. I've got another video session coming up, so we'll see