iMac using Snagit, keeps crashing...any thoughts?

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  • Updated 5 months ago
iMac using Snagit, keeps crashing...any thoughts?

I have contacted Apple and sent to TechSmith a physical cash report. Apple says it's a Software issue with TechSmith and Mohave. TechSmith has not responded to my emails.

I have used TechSmith without an issue for a number of years , both Camtasia and Snagit. Now I can hardly capture anything with Snagit without a crash. I Even went to the extent of buying a new copy.  It's easy to say open a ticket.  I thought providing the actual crash report would have done the trick but guess not.
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garywhitemi

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  • Frustrated

Posted 7 months ago

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Luke Griffioen, Employee

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Hi,

Thanks for sending us a crash log. We don't generally respond directly to those, we only ask for contact information so we can follow up if we need more information on how to reproduce a particular crash so we can fix it. If it's blocking your workflow (which it sounds like it is), opening a support ticket is the best way to get that resolved. I hope this makes sense.
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squirema

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Gary,
     I don't know anything about your particular setup, but I, too, have an iMac which has the macOS Mojave operating system.  Also, I am using SnagIt for Mac v2019.1.1.  I would recommend that you check the following and adjust if necessary: Under the System Preferences app, Security & Privacy module, Privacy tab, Accessibility choice, you will see several apps on the right which must be given special permissions to access the operating system.  Unlock that screen with your password and select the SnagIt 2019 and SnagItHelper2019 apps, allowing them to control your computer (see picture). Then relock the screen by clicking on the lock icon and exit System Preferences. See if that solves your problem. In particular, if SnagItHelper2019 is not enabled, you will be unable to do All-In-One captures.
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doug8049

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My Snagit 2019 crashes so much I stopped using it. Running Mojave 10.14.3. Will try it in the future when it is updated. Yes, Accessibility is setup properly.
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Luke Griffioen, Employee

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Hi,

Sorry about this! Do you remember what version you had? 2019.1.1 should be much more stable on Mojave. If it isn't, then there might be something unique to your setup in which case I would open a ticket with our Tech Support team so they can help you fix the issue.
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garywhitemi

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Thanks for your suggestions.  I updated the preferences and it did the trick.  Anyway it has not crashed and I use it nearly everyday multiple times.  Thanks Again
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Glenn Hoeppner, Employee

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A user in a similar thread reached out to our Technical Support and they were able to help him. He posted the instructions in this thread look for the post from Ken Ross.

-Glenn