In the simplest possible setup, audio was lost and there are A/V sync problems

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  • Updated 8 years ago
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I just purchased Camtasia 1.x (x==latest rev of v1, since I have OS X 10.5.y) and running on a Macbook Air (rev 2, 1.86 GHz core 2 duo, 2 GB RAM).

I did the simplest possible setup: record using built-in webcam and built-in mic for about 6 minutes.

After 5:38, the audio mysteriously disappears completely. There is still video.

SOmewhere in between 2:00 and 5:00, the A/V starts to get out of sync, such that by the end they are 15-20 seconds out of sync.

WHat gives? If this super-simple, no-frills case doesn't work, I will ask for a refund. I'd heard good reviews of Camtasia but I can't imagine a less demanding use case than this one. If it can't handle this, I'm not interested in the other features.
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armandofox

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Posted 8 years ago

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Mike Curtis, Employee

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Hello,
As I'm sure you'd expect, this is certainly not typical or expected behavior. Thank you for including so much detail in your report, and taking the time to explain the situation.

I'm wondering if you would be willing to open a case with our support team. They are the best equipped to get to the bottom of this. It's sounding like a conflict or hardware problem to me.

You can open a case here: http://techsmith.custhelp.com/app/uti... and they will get back to you within one business day.

Sorry for the trouble,
Mike Curtis
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armandofox

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Mike,

Please let me know how to get my money back.

WHen I try to edit or scrub through a clip in Camtasia, the audio and video are off by anywhere from 0 to 10 seconds depending on where I start the scrub. Sometimes I just play back the clip, and after about a minute, the audio crackles and stops. If I scrub somewhere else and then restart, it comes back.

I can't get the program to do the same thing twice in a row, and it's managed to mess up sync in every way I can think of. I doubt it's a memory issue, I have a Mac Air with 1.8GHz core 2 duo and 2 GB of RAM and all-SSD storage.

Unfortunately I don't have the time to deal with this. Camtasia is clearly not working for me and I'd like a refund, upon receiving which I will uninstall the software.

Please advise how to proceed.
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Renee Badra

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Armando,
I have put the return request through for you today and the refund should hit your credit card within 3-5 business days. Thank you for your patience.

Renee Badra
Customer Service Manager

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