Downloaded Snagit 2020 (Mac). Problem when using the option create a video! My computer freezes forcing a shutdown. Any solutions?

  • 1
  • Question
  • Updated 2 months ago
Having recently downloaded Snagit 2020 (Mac), I have a problem using the newly available option "create a video"! When I used this option, my computer freezes forcing a shutdown. I have re-installed the programme many times in an attempt to solve the problem. No luck so far. Anyone experienced the sam problem? If yes, any solutions?
Photo of paul.blijkers

paul.blijkers

  • 5 Posts
  • 0 Reply Likes

Posted 2 months ago

  • 1
Photo of Jason Eagleston

Jason Eagleston, Employee

  • 640 Posts
  • 97 Reply Likes
Hey Paul, really sorry for the trouble with Snagit. Which macOS version are you on? It's very possible, if you're on 10.14 or 10.15, that there is system security prompt that has popped up behind the Snagit recorder. 

Let me know which version you're on and we'll go from there!
Photo of paul.blijkers

paul.blijkers

  • 5 Posts
  • 0 Reply Likes
Hi Jason, thanks for your reply. My version is 10.14.6.
Photo of Jason Eagleston

Jason Eagleston, Employee

  • 640 Posts
  • 97 Reply Likes
Hey Paul, can you open Snagit Preferences (Snagit main menu -> Preferences). Then click the "Capture" tab and choose the "Fix Capture Permissions" button: 



You'll then be presented with a window that lets you enable a number of permissions that Apple requires us to prompt for. If you're comfortable enabling all of them, that will be ideal, but in particular, the top three relate to video capture and I'm thinking they might be the source of the screen being locked during a video capture. 



Let me know if you have any questions or if this still doesn't rectify the situation. 

Thanks!

Photo of paul.blijkers

paul.blijkers

  • 5 Posts
  • 0 Reply Likes
Hi Jason,

All top 3 permissions were enabled! Only the Scrolling and Safari captures are not. So it can't be the source of the problem. I also regularly get this rather tedious message: "SnagitHelper 2020 wants to use your confidential information stored in TechSmith account Snagit 2020 in your Keychain" and then ask for my "Login Keychain Password"...what is that password? where can I find it ?  Thank you for your help in this matter.  Paul.
Photo of Jason Eagleston

Jason Eagleston, Employee

  • 640 Posts
  • 97 Reply Likes
Hey Paul, 

Thanks for the confirmation on those permissions settings. If you're comfortable with it, go ahead an enable the Scrolling, Chrome, and Safari settings as well. But yeah, the "TechSmith Account" prompt is to hook your Snagit up to your TechSmith account, which could have your product key stored, as well as enables quick sharing to screencast.com. Snagit has the "Helper" and "Editor" components, and this is just allowing both processes access to your TechSmith account which you probably set up when you first installed, but haven't interacted with since. 

The 'Login Keychain Password" would be your normal computer password. This doesn't give TechSmith your password or anything private, it just lets Snagit access the TechSmith Account entry in your keychain. So if you enter that password and click "Always Allow" you won't see that prompt any longer. 

So yeah, go ahead and try enabling all of those prompts, and if you're still seeing the issue we will escalate this to our support team so we can get you up and running asap.
Photo of paul.blijkers

paul.blijkers

  • 5 Posts
  • 0 Reply Likes
Hi Jason, all prompts enabled but didn't solve the problem!
Aaron asked my to check Snagit Crash Log, but no crash log labelled Snagit!



Photo of Jason Eagleston

Jason Eagleston, Employee

  • 640 Posts
  • 97 Reply Likes
Hey Paul, it sounds like Aaron was able to get you up and running with a reinstall of Snagit? Glad to hear it's all straightened out. Really sorry for the inconvenience this caused! Have a great day!