Error code #5 received when trying to upgrade from ver 12 to 13 of Snagit

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When I attempt to install the upgrade of Snagit from Version 12 to 13 on my second PC in my home, I receive the following message:  Error code #5 and then I am unable to install the upgrade.  What is causing this and how can it be repaired?  Thank you.  Robert Dacquay    rdacquay@shaw.ca   
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Robert Dacquay

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Posted 4 years ago

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dedmunds

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I installed SnagIt 13 on the laptop and then tried to install it on the desktop. I too receive the "Error #5 Access denied" message. We have a 12 seat license. Please tell us how to fix this problem.
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pctl_stevez

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I am trying the first install and getting the error 5, have tried multiple ways, including working with my IT group.  can not get it installed.  Using Lenovo laptop, and Windows 7.  Have tried downloading it a couple of times also.


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pctl_stevez

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Does anyone from TechSmith check this?  Seems like an issue and have not seen it addressed yet?
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Joe Morgan

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This is a user to user forum. TechSmith answers questions here sometimes but not always.

  You should be contacting tech support about this directly so you can get this resolved.

This is a Free Service. Submit a ticket at,

https://support.techsmith.com/hc/en-us/requests/new


Or call, >>> 1.517.381.2300

 Toll Free: 800.517.3001 (U.S. & Canada Only)

8:00 AM to 7:00 PM EST Monday through Friday

Regards, Joe

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dedmunds

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This is the reply I received from Mike at TechSmith:

 

"Mike Spink (TechSmith Support)

Jul 18, 4:12 PM EDT

Hi Debbie,

If you right click the installer file and choose run as administrator does it work?

If not you may need to get someone from your help desk to install the software as you may not have proper permissions for it to work.

Please let me know if you have any questions.

Kind Regards,
Mike
Senior Support Specialist"

It worked for me!

Thanks, Joe for posting the link whereby a ticket can be submitted!

Best Regards,

dedmunds

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pctl_stevez

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So I got a note back from support and everything they suggested had already been attempted without luck.

BUT over the weekend while at home and not on the corporate network I tried it again and successfully updated the software.  I talked to my IT about it and they can not explain why it worked off-net.  Just something to try if you are installing it on a device connected to a corporate network.