Missing scrolling capture arrows

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  • Problem
  • Updated 3 months ago
Snagit 2020--Catalina 10.15.4--verified all permissions for Snagit2020 are checked and active
I have no arrows in the scrolling capture.
Saw the older post but no solution was offered. Hoping you can help me and anyone else with this problem now.
TIA
Robin
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Robin Kaspar

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Posted 3 months ago

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Luke Griffioen, Employee

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Hi Robin,

What application are you trying to do a scrolling capture of? The arrows don't work in every application, so that might be the issue.
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Robin Kaspar

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Chrome
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Luke Griffioen, Employee

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Is the problem happening with all webpages, or just some?
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Robin Kaspar

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I've only tried it on one. Let me try it somewhere else. Hold please.
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Robin Kaspar

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I tried another URL and got the same results, no arrows. I also tried it in Safari on the original URL with no arrows.
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Luke Griffioen, Employee

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Alright, go ahead and open up System Preferences to the Security and Privacy pane. Scroll down to Accessibility and uncheck and recheck SnagitHelper2020. 

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Robin Kaspar

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Done. 
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Robin Kaspar

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Tried again, no arrows.
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Luke Griffioen, Employee

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Hm, I'm not sure what else would be going wrong here. I would open up a ticket with our Tech Support team.
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Robin Kaspar

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ok thanks
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Luke Griffioen, Employee

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Sorry I wasn't able to figure it out. If you need the scrolling capture right away, you can always use Panoramic Capture, which doesn't require those special operating system permissions.
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Robin Kaspar

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Thanks Luke! That accomplished what I was after for the meantime. I've contacted support.
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Tony Coty

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I had same problem, spoke to someone from TechSmith, and they had me delete extensions from my Firefox. Even if the Mozilla Firefox people changed their browser, one would think that TechSmith would try to keep up with the changes instead of having us delete extensions. I have reinstalled my extensions and have no damn arrows for scroll capture! Very disappointed at TechSmith for not finding a solution to this problem!
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Luke Griffioen, Employee

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Hi Tony,

A few years ago Firefox changed the way they do plugins and old plugins no longer worked. We looked into making a new plugin, but the technology we needed to do scrolling capture was no longer available. For Firefox we now guide users to use panoramic capture, but scrolling still works in Chrome and Safari.
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Robin Kaspar

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Except for me LOL
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Tony Coty

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Thanks Luke!
You are the first to give me a straight answer about this problem!
I've avoided using other browsers, but will have to look into Chrome, safari is not as intuitive as Firefox.

Ironically, by me allowing Java Script on Chrome, it also allowed it to work on Firefox.Now I can get it to work on both.  So, makes me wonder if Firefox needs a "permission" to  allow Apple Java Script to work on Firefox platform.
(Edited)
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Tony Coty

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Downloaded Chrome, got an error message which directed me to allow Java Script for Apple apps, and after allowing Java Script, it worked.

Ironically, by me allowing Java Script on Chrome, it also allowed it to work on Firefox.Now I can get it to work on both.  So, makes me wonder if Firefox needs a "permission" to  allow Apple Java Script to work on Firefox platform.



(Edited)
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Robin Kaspar

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So that's without Chrome extensions?
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Luke Griffioen, Employee

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Yes, there's no Chrome extension for scrolling capture, but you do have to change that setting for it to work. I would have expected that you'd have seen that alert as well though.
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Robin Kaspar

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Is this something that I can try in Chrome? Do you know where I would find such a setting?
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Luke Griffioen, Employee

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Yes, in Chrome if you navigate to View > Developer, then make sure "Allow JavaScript from Apple Events" is checked