Missing Scrolling capture arrows

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  • Updated 7 months ago
I am using Snagit 2018, and my scrolling arrows were working fine until today when I tried to use the scroll capture feature, the arrows are gone. What happened? How can I set them back?  I need to know what happened so that I understand why they disappeared. 
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Tony Coty

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Posted 7 months ago

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Luke Griffioen, Employee

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Hi Tony,

What application are you trying to capture, or did they disappear everywhere? Did you update your macOS recently? The first thing to check is that Snagit 2018 is present and checked under Accessibility settings.

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Tony Coty

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Thanks for the reply Luke, and yes, I just updated my Mac OS! I have everything checked off here. Yes, it disappeared everywhere!


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squirema

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In addition to the System Preferences > Security & Privacy > Privacy reference in the message above, be sure to enable SnagIt 2019, in:

o  System Preferences > Security & Privacy > Privacy > Screen Recording

o  System Preferences > Security & Privacy > Privacy > Camera

o  System Preferences > Security & Privacy > Privacy > Microphone and

o  System Preferences > Security & Privacy > Privacy > Full Disk Access 

as well.
(Edited)
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Tony Coty

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Thanks for the tips, I did what you suggested but not Snagit 2019, wont use it, it has too many bugs for me to use. Still using 2018, and 2019 just sits in my folders to remind me of wasted money!

After I made all these changes, the only arrows I get for scrolling, is just a down arrow that says "capture vertical area", but it is only doing it for the region, and not the full screen.
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Luke Griffioen, Employee

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Hi Tony,

I'm a little confused what you mean by you're only getting arrows for the region and not the full screen. Scrolling arrows only work on regions that scroll, you should never see them on your entire screen. And only seeing a down arrow makes sense if the scrolling region doesn't scroll side to side. You should only see all 3 arrows if the regions scrolls in both directions.

Also, are you still having issues with 2019? We have fixed many of the complaints users had with 2019 early on, so its possible that your issues have been addressed as well.
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Tony Coty

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Luke,

I wish I could capture what happens when I try to do a screenshot. I am not too good with doing the videos on Snagit. When I click my hotkeys to capture, I get the usual marquee that can be adjusted to fit a box or do customize it. Well, if I have it going vertically, at the bottom of the marquee, there is a white and orange arrow saying that I can "capture vertical area", and the same arrow that used to be on the lower right side of my screen that allowed me to take a screenshot of my page is not there any longer. I don't know where it went or how to be able to do a scrolling screen capture as I used to.

About Snagit 2019, I had so much difficulty with it, and noticed so many other people having problems, that I just gave up on it and never worked with it again. That is why I am using 2018 version. Very disappointed at having spent the money to upgrade and not using it. 

I just tried to do a video of my screen here as I type, but all I get is the marquee, a box, and when I try to do a scrolling screenshot to show you what happens, it wont let me.  So confusing!!!
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Tony Coty

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(Edited)
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Luke Griffioen, Employee

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Do you have Camtasia? That can record while Snagit is capturing. If not, you can reach out to our Tech Support team, they may be able to set up a screenshare with you and see what's going on.

If you feel up to it, we would love to know if there are still issues with 2019. We would hate to leave users behind because of a few bugs.
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Tony Coty

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Thanks Luke, I'll give 2019 a try and see if it works differently than 2018, without bugs.

If still having problems, I'll try the Tech Support with screenshare. 

Thanks for the suggestions
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Tony Coty

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Luke,

I just tried version 2019, tried to do scrolling capture, and it went straight to my Mac desktop.  Is there a simple fix on this?

Am attaching my security settings, all checked off!

Help!
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Luke Griffioen, Employee

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Hi,

So that's what happens when you don't have screen recording checked (gotta love Catalina's new permissions), did you restart snagit editor and helper after enabling screen recording?
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Tony Coty

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Luke, it was already clicked! I have restarted twice, still no arrows.  Very frustrating!!!
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Luke Griffioen, Employee

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Have you worked with our Tech Support on this one? My guess is there's some other software that's conflicting with what Snagit is trying to do, I have not seen cases where the arrows fail to appear once permissions are resolved.
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Tony Coty

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Luke,

I wrote to tech support yesterday, hoping to hear back from them and getting screenshare process going. 

Thanks!