Firefox 4 & Internet Explorer 9 – Are Fixes Coming for Snagit Scrolling Capture?

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  • Updated 5 years ago
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Hi folks-

The recent release of Firefox 4 and Internet Explorer 9 have broken scrolling capture in some versions of Snagit. We’re working on an update for Snagit 10 (PC) and the Snagit on Mac Firefox extension.

To be notified when these updates are available, you can visit the PC or Mac topic and click the yellow “I have this problem, too!” button. Alternatively, you can visit this support article and click the Notify Me link at the bottom (requires a TechSmith support login, which differs from your Get Satisfaction login).

The fix for Windows users will be ready in early April and the one for Mac users even sooner. Thanks for hanging in there with us as we test everything thoroughly before it goes out the door!

If you’ve upgraded to one of these browsers and are simply up a creek without Snagit autoscroll capture, the best workaround is to temporarily use a different browser (for example, Safari on Mac or an earlier version of Firefox or IE on Windows).

As always, we welcome your feedback and hope to get everyone happily scrolling again soon!
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Daniel Foster, Snagit strategy lead

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Posted 9 years ago

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QuietOne

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Just a a thought for future reference and further updates:

Why don't you all get on the Firefox Beta Crew Bandwagon (both PC and Mac). That way you'll get access to the betas as they are released and thereby have a leg up on releasing updates for the SnagIt (PC and Mac both) commercial releases so the delay is at the very least minimized, if not eliminated.

Just a thought and my $0.02.
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David M. Converse

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TechSmith has been aware of this issue for months and our development teams have tested each beta version of IE and Firefox as they have become available; however, it is TechSmith policy to wait until the final build is released before completing our final rounds of testing and releasing a fix.

Thanks for your continued patience!
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QuietOne

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There's one problem with that strategy though: If you go and sandbag the SnagIt "fixes" for all the Firefox/IE betas, then we as users get it right in the shorts when the Firefox/IE (Mac/Win) commercial releases are made available and end up with temporarily unusable software (such as is the case right now) because you all are sitting on what could, repeat could, be usable albeit unreleased updates.

What about releasing the last SnagIt Beta "fix" IMMEDIATELY when the commercial release of Firefox/IE (Mac/Win) is made available but do so with the caveat that it is in fact a BETA Update and that a regular update will follow as soon as testing is complete????

It wouldn't cost you all anything and that way those of us who don't mind using beta software Firefox/IE (Mac or Win) could reduce our downtime too. I know I've been Beta'ing software for over two decades and depending on the particular software involved don't mind using it. I also beta'd SnagIt Mac for almost the entire beta test period. C'mon help us out. Please.
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David M. Converse

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Our best recommendation is if you need specific functionality, don't upgrade until fixes are available. There shouldn't be a problem with continuing to use Firefox 3.6 or IE 8 for a couple of additional weeks.

Beta software is intended for testing and not production purposes. Tread carefully with betas and don't expect everything to work immediately.
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QuietOne

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You're preaching to the choir David. As I stated in my post, I've been a beta tester for various software packages for more than two decades. And I'm also a retired Systems Programmer (been @ it since 1971), so i rather suspect I know what I'd be getting into at least as well as you do.
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joe.papp01

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"Our best recommendation is if you need specific functionality, don't upgrade until fixes are available. There shouldn't be a problem with continuing to use Firefox 3.6 or IE 8 for a couple of additional weeks."

I'm sorry, but this kind of attitude is majorly off-putting...and it's a disincentive to continue using your product, knowing that crucial third-party apps for which I use SnagIt to enhance functionality (like the new version of Firefox and likewise, IE) will be rendered useless for an unknown number of "additional weeks" b/c you're not willing to release a "beta" fix that might in all probability resolve the problem. It would be one thing if you were caught unawares and taken by surprise, but the fact that your fall-back position is that you've been aware for months of the incompatibility is all the more annoying. So we're to assume then that it's a tactical decision in support of your business strategy to knowingly abandon anyone using your product who's upgraded to the latest commercial version of an app with which SnagIt is supposed to function seamlessly (in commercial form)? Nice.
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Daniel Foster, Snagit strategy lead

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Official Response
The fix is in! We released a Snagit update today to fix problems with scrolling capture in Firefox 4 and Internet Explorer 9.

Download Snagit 10.0.1

If you continue to see problems with scrolling capture after updating Snagit, try these troubleshooting tips or open a support case.
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Bob Cancilla

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What about the Firefox 4.0 fix for the MAC?
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David M. Converse

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Bob, we released a new Firefox extension for the mac. it is available for download from this support article

http://techsmith.custhelp.com/app/ans...
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Bob Cancilla

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David,

Thanks, I found and installed it. The First capture went well. The second attempt on a larger page hung up my MAC to the point I had to reboot. This might not be your plug-in's fault, but ...

Also, any possibility of getting both horizontal and vertical scroll support in Firefox?
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impetuousninja

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I'm using SnagIt 10.0.1 (Build 58) in Windows 7 (x64) and the scrolling feature still doesn't work with Firefox 4.0.1. It doesn't work in Opera 11.11 either.

It does work in IE 9, Comodo Dragon 11.4, SRWare Iron 11.0.700.3 (Build 87001), and Google Chrome 13.0.782.14.
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Mike Curtis, Employee

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Here's an updated scrolling troubleshooting article: http://techsmith.custhelp.com/app/ans...

Note there is a link to a help video in the first real paragraph of the article. (Right after the subtopic list ( http://screencast.com/t/640Ok7u9oQ ).

The "Custom Scroll" technique might be the thing to try.
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Mike Curtis, Employee

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Hi everyone. I just wanted to make a quick update to this thread announcing another release of Firefox-related scrolling capture updates.

You can learn more here: http://feedback.techsmith.com/techsmi...
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Bob Cancilla

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Mike,

Thanks for your support on this challenging issue, but once again, Firefox released an update to FF 4 just today that blew out the plugin once again. If there is an updated plugin, the link you gave for the MAC is unclear where the update resides.

Mike, I've noticed that other plugins have an automated linking tool within Firefox that allows FireFox to check the vendor's site for updates and update their plugin if an update is found. Either TechSmith is lagging way behind FireFox or not using the update facility.

Bottom line is that the product should be able to fix itself when an update becomes available. You guys have been very good about a rapid response after FireFox ships, but notification via this forum is not the best means of communication. I'm sure there are hundreds of folks that don't monitor this facility.
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impetuousninja

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Alas, I just installed the extension for Firefox 7.0 and it still doesn't work for scrolling capture of a window in Firefox 7.0.1. Nor does it work in Opera 11.51.

It does work in Chrome 16.0.891.0, SRWare Iron 14.0.850.0., Comodo Dragon 14.0, and IE9.
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Bob Cancilla

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Daniel,

I think we all respect TechSmith's development and testing policies, but in the case of these browser plugins, especially Firefox, they just aren't working.

Think about what we are seeing. We get a notification from Firefox to upgrade and we hit ok. We then get a notice (If we pay attention) during the update that the Snagit plugin has been disabled.

You guys are very good about getting fix out and notifying us via this forum or responding to a support message posted to the support facility on your website, but...

We cannot use the FireFox built-in update tool, nor can we get the update using your own Snagit Update tool. We have to go to the forums search through your web site and find the right link.

This is a royal pain and not working. IMHO your killing the product and driving folks away because of this. I know that Mozilla is certainly causing a lot of grief with the frequency of major updates, but tell my why the other dozen plugins I have do not break or at best allow Firefox to find updates for them?

Every single FF plugin I use except for yours either continues working or updates itself when I upgrade FF. Go figure.

While we certainly respect your caution and desires to release a quality well tested product, you are dead wrong in your strategies here. According to several statistics on the web Firefox has 40% of the browsers in use, Chrome 30.3%, IE 22.8%, Safari 3.8%, and Opera 2.3 as of August 2011. The actual numbers are a bit more difficult to come up with but the last good number I heard was about 3 Billion.

You guys really need to get ahead of the curve instead of being behind the 8-ball here. Your policies are just simply WRONG in this case. There are thousands of Firefox plugins and you are one of the very few to have problems when upgrades occur.
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John Cardell

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Doesn't work with IE11 either.

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