Crashing on 2 entirely different systems

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  • Updated 2 months ago
I am using the latest Camtasia version for Mac at 2.10.8. I have the software on 2 different computers. On both, Camtasia crashes constantly, whether when closing a project or, in most cases, prep for export. This has not been a problem until recently. The OS for both systems has remained the same. I am using MOV and/or MP4 in all projects.

One computer is running Sierra 10.12.6 with a 2.5 Ghz processor. The other is using Mojave 10.14.2 with a 4 Ghz processor. 

The problems started when on both systems, Camtasia had stopped exporting larger files. About a month or so ago, we were recording video shows for playback and then doing some clean up editing on Camtasia. The shows were quite long, sometimes at 90 minutes. It made no difference as at the time were were exclusively using the Sierra computer for this, and no issues. While it would take some time, the export prep started quickly and we simply had to wait. Then, we noticed the export prep progress bar was not starting quickly. It would sit, and sit, and sit, with nothing happening. After about 2-4 minutes, we got a "Export Crash" notice. We then took it to the Mojave system and were able to bypass the issue. Now, same thing on the Mojave. We are unable to export any large file no matter which system is being used. We ran a number of tests and found Camtasia was able to export very short videos at anywhere from 30-180 seconds in length, but even then there was a hesitance in beginning the export. 

Now, on the Mojave system, Camtasia is crashing even when we seek to bring up an old project. It will remain open for a time, then when we seek to close that project window, crash. Both systems are also crashing occasionally to the point where we have to save a project after almost every edit or add. 

We have tried now several times to contact tech support and received nothing. Let me again stress there as been no OS changes in more than a year, no additional program adds, and we've been forced to go to FCPX on the Mojave to get things done, creating a much longer process for what were once simple yet well done videos. 

I know programs don't just make up their minds to start failing, but this is annoying and something is amiss, especially when you consider 2 different OS and the same issues. I would almost be willing to drop back to an earlier Camtasia version if that were possible and if it would help correct the issue. Granted, I'll have to seriously think twice again about buying another TechSmith product with zero tech support. 

I'll be happy to answer any questions and hope someone can assist. Thank you, and I hope everyone is healthy and safe, 
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Ed

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Posted 2 months ago

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Paul Middlin, Employee

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Hi Ed,
I'm sorry to hear you're having such troubles. I see your support case- it looks like they emailed you back right away, but maybe you missed the email or it went into your spam folder by accident? They asked for some more info (much like you posted here) that would help them diagnose. If you find the email, you can just reply and I think it will re-open the ticket for you.

Technically, Camtasia 2 is out of support (since then there has been Camtasia 3, 2018, 2019, and 2020). But, like you said, it shouldn't just stop working either! So we might be able to get to the bottom of it. As a test, you may want to see if Camtasia 2020 works better, to help narrow down the cause. This would have to be on your 10.14 machine, as 10.12 is not supported by Camtasia 2020.