Capture Region makes external monitors white and shrinks main display

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  • Updated 12 months ago
Having an issue with Snagit 9.1.3 (company license - cannot upgrade), Lenovo X1 Yoga, 2K resolution plus external monitors (1080p). 

When we try to initiate a capture region, both external monitor screens turn white and the Yoga screen shrinks by about 15%.  A capture can be made on the Yoga screen, but not on the external monitors. 

It seems to be a scaling issue, but I cannot find an option to turn off scaling or hardware acceleration or anything of the sort.  The only resolutions I'm finding online are to upgrade to Snagit 13, but we cannot do that at this time. 

Is there anything else we can do to make Snagit work correctly in this scenario?
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PhoenixKsE

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Posted 12 months ago

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PhoenixKsE

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Robert R., Online Community Admin

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Hi PheonixKsE;

Please note that support has ended for Snagit 9 and that it is not supported on/compatible with any operating systems post Windows 7.

That said, this issue is likely caused by DPI Scaling on your computer. Snagit 9 would not be able to handle the scaling so you will need to manually set your scaling to 100%, which you can do by right-clicking on the Desktop and going to Display Settings and setting the scale to 100% for all monitors (Windows 10). After changing the DPI scaling to 100% you will have to restart the computer (required).

See: https://www.screencast.com/t/fAPb5n4Mtt

-Robert
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PhoenixKsE

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Thank you for your reply.  This is unfortunate.  I did try lowering the scaling to 100% instead of the default of 150%, but this did not actually fix the issue.  It helped, slightly, but white areas on the external screens could still be seen, and screen "shrinking" could still be seen.

It seems that we will have to talk to the business about upgrading their Snagit version, which for some reason will incur another purchase of the same program...