I cannot upgrade SnagIt myself. I need to call my IT support.

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  • Updated 7 months ago

It's inconvenient in the neck that I need admin authorization to install Snagit upgrades on my PC. I have SnagIt 2018, and to uninstall Snagit 13, I need to call my company's IT people. It's partly my company's IT policies, but on the other hand, I can install a bunch of things such as Audacity, Arduino, etc. so it's something that Techsmith is doing that prevents me from upgrading.

I emailed tech support, and got this response, which explains it. I would still want to answer the question "just this user" or "all users" rather than have to call IT.

"The reason for required administrative authorization is because Snagit installs itself in the local system files rather than in the users files (This is so that all user accounts on one machine can use Snagit without multiple installs)"

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John Kruse

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  • inconvenienced

Posted 11 months ago

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Rick Grunwald

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You answered your own question. You IT policy is preventing an install of snagit. I can't speak for Techsmith but I bet the idea of one install for all the users on that machine is a feature although it is complicating what you want to do
THe "just this user" or "all users" basically determines if shortcuts are added to all accounts including the default (so they will be there for a new account in the future) or just your desktop / start menu etc.

You are probably stuck with having someone with admin access log onto your machine and do the install
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Vincent LaVallee

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Tech Smith's response here is utter BS! There is nothing true about their response. I am in the computer business, and strongly encourage ALL my customers to not use any of the Windows provided folders for ANYTHING. Of course, sometimes you cannot help this, or you get careless and let software or downloads save files into the Windows folders and then you have to work to find it (them)! In addition, there is NO requirement by Windows that forces an application to be seen by all to be installed with Admin privileges. An example of this is the product called Total Commander, which gives the user an option at install time to allow access by just you, or by all, and there is no need for Admin privileges.

I suggest you right click (when in Explorer) on the install .exe before executing it, and that should allow you to run it in Admin mode. This is the case with running or installing most applications.

After reading so many, many messages regarding the 'new' versions of Snag-it, it almost appears that there is a new Development team or development boss, and that these people know very little about how to use a computer and what is good for customers. To me, the last good version of Snag-it was version 11. After that, the GUI becomes very hard to use, and from Version 13 on, many features have been removed, as well as more GUI issues.

Vincent (12-04-2017)

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Vincent LaVallee

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Rick, my comment about Tech Smith being incorrect was not about the current product and its current install needs, but rather about what Windows requires and that this current install restriction should not be there and is NOT required by Windows, as my example with TC shows quite clearly proves.
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Rick Grunwald

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Vincent. It is a restriction placed by his IT people. 
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Vincent LaVallee

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Rick, no it sounds to me like it is a development issue requiring the user to be the Admin in order to make that setting. Let's see if the right click on the install .exe works or not!
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John Kruse

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I don't even see an installSnagIt.exe file... when I go to upgrade SnagIt, a dialog appears asking for admin credentials, which I don't have. I am able to install things when I have the install.exe file. A detail is that I right-click and say "Run with elevated privileges" but that works OK.
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Rick Grunwald

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The way to beat the web installers:
Open C:\users\YOURLOGIN NAME\appdata\local\temp
Start the update and watch that folder. It will download into it. When it finishes downloading and is installing .. go into that folder, find the file copy and paste it somewhere else. WHen the update finishes it will cleanup the temp folder
But now you have the updated file so you can install it without any more downloading.
And if right clicking and run as admin does it for you, you now have the update file
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Chris Larson, Snagit Technical Product Manager

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We're really sorry for the inconvenience.

The response from our Technical Support staff and what Rick said is correct. Snagit does in fact install itself to the local system files rather than in the users files. And the main reason for that being that all user accounts on one machine can use Snagit without multiple installs. And multiple users on the same machine isn't entirely uncommon.

To answer your question from our perspective, we have had some other requests for an installer that doesn't require admin privileges over the years; i.e., a portable version that could be put on a USB drive. But we've always weighed that request against what an install with admin privileges gets us.

We rely on elevated privileges for more than just the main reason above. It's also used for scrolling capture, connecting with our mobile apps, having the auto-updater running in the background when Snagit is closed, and a few other things.

So, right now we will still require elevated privileges until we have a way to accomplish those same things without it.

I'm sorry it's so frustrating updating in your environment. I'll bring it up with our devs again so that we can think about it or explore it more.
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Vincent LaVallee

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Chris, your response does not directly address the main issue here - that this version of Snag-it requires Admin level to install it, which is utterly ridiculous. As I mentioned before in another response, Total Commander (which is a LOT more of a system tool than Snag-it is) asks the question at install time if it is for 'all' or just 'you'. When responding with 'for all', it installs it into its own folder and finishes installing, WITHOUT any need for Admin privileges. You are artificially creating this unwarranted mess.

Furthermore, the product has regressed significantly since Version 11. In Version 12 the GUI is horrible, and it sounds like in Versions 13 and 2018 some features (like configuring the product) have been removed, or are very hard to find. I think Tech Smith is going down the path Microsoft went with Windows 8/8.1, which were totally user unfriendly and a lot of features, especially system related features, were removed. The result was that the MS CEO and a few high management people related to the Windows product were fired, and probably more because of the impact those versions of Windows had on the bottom line. MS is now trying to be much more customer driven rather than development thinking they know better.

So, this is a heads up to you because you seem to be going down the same rabbit hole. There are so many complaints and suggestions with Version 13 and 2018, which implies strongly that you are not or have not listened to your customers.

Vincent (12-05-2017)

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Neil Benson

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I get a Windows pop-up asking me to provide admin credentials to update SnagIt every time I start up or resume my computer.

Other apps, such as Firefox and Chrome, provide silent updates in the background.

In many corporate environments computers are not shared between employees. Mine has never been shared.

Every time there's a SnagIt update I have to unplug my computer and take a trip to another floor to get someone from our IT helpdesk to enter admin credentials.

If the update was available locally, I could right-click and elevate my privileges to install the update.