As Joe has suggested you may want to contact TechSmith Support which is a free service. Meanwhile here is a link to a possible solution and not sure if it will help you or not but thought I would share it with you. I have had this issue once before and this did work for me.
Let us know if this helps or not and if this is the article you already checked then do as Joe suggested as that would be the best way to get your issue fixed. Thanks for posting and have a great day/night.