my capture menu is lost and I can not reveal it I have the version 3.3.5 and now I can not use it at all

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Hi, my capture menu is lost and I can not reveal it I have the version 3.3.5 and now I can not use it at all. Is there any progress from Techsmith or snag it guys? Can anyone help? Also, can any of the TechSmith or Snag it guys advise why should we pay extra and upgrade to Snag it 4 which instead we can have an OS update of the product which we have already paid the full price?
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korkmaz.yurdakul

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Posted 3 years ago

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Jack Fruh, Champion

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Please open a ticket with Techsmith support. 
https://support.techsmith.com/hc/en-us/requests/new
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korkmaz.yurdakul

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Hi Jack,

upon your advice I have opened a ticket with request #325414 and yet no news. 
(Edited)
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Luke Griffioen, Employee

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Hi,

Sorry about the wait, hopefully support will get to your ticket soon. In the mean time, I just tried version 3.3.7 on macOS 10.12.4 and I do see the capture menu and I'm able to take captures. I would try updating to 3.3.7 and see if that fixes the issue.
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resting

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I have the same problem. I think Mac App Store (MAS) version is only up to 3.3.5.
Have downloaded 3.3.7 and it works.
But, I am not able to activate it because I had the MAS version.
Any advise how to register for that?

Also, do we v3 owners have to pay the full price for v4 or is there an upgrade option?
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Luke Griffioen, Employee

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Hi,

Great questions. If you contact our Tech Support and provide proof of purchase from the App Store, they can get you a key for version 3.

Upgrades from 3 to 4 are half off, so $25 instead of the full $50, although that has to be purchased through our store since the MAS doesn't support upgrade pricing. I'm not quite sure how the upgrade works, but you may have to get a valid version 3 key first by contacting our tech support.
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resting

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Thanks. Have opened a ticket with them.
Thanks for the info.
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Cindy

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How do I upgrade from 3.3.5 to 3.3.7?
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Luke Griffioen, Employee

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Hi,

Snagit 3.3.7 can be downloaded here: https://www.techsmith.com/download/oldversions
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korkmaz.yurdakul

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Hi Luke,

I have tried the solution you suggested and then the new version has asked me my product key. somehow I found it and typed in and it did not accept my product key and did not activate my product. I tried to enter my account on tech smith and now when I try to click "my account" it continuously says "whoops something went wrong" 

Now I am left with nothing.

any useful solution? maybe?
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Luke Griffioen, Employee

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Yikes, sorry about this! I would open a ticket with our Tech Support team, and in the mean time I will try to reproduce the issue and see if I can find a workaround.
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korkmaz.yurdakul

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Hi Luke,

to be honest yours was the most supportive approach because your support team did not even bother to mention such a solution. To my question for the main problem they just implied in a "nice way" that they do not care about v3 anymore and I have to go and update to v4 If I would like to use the Tech Smith products. I do not see any use in opening a ticket to TechSmith and waste more of my time. It is both frustrating and exhausting try to deal with things which the shop keeper should be doing instead of the customer. But if you can come up with a solution I would be more than happy to do my part.

have a nice day. 
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Luke Griffioen, Employee

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I was able to sign in and select my key with snagit 3.3.7. When you say you clicked on My Account, was that the My Account button in Snagit or the button on the account website? Are you able to sign into https://myaccount.techsmith.com independent of Snagit?
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korkmaz.yurdakul

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when I clicked the link you typed in your message it says

"Whoops

Sorry, something unexpected happened.
Start fresh from TechSmith Account.

If that doesn't work, please let us know on our support site."
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Luke Griffioen, Employee

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Interesting. Are you able to try that in a different web browser? If that doesn't work, I would try opening a support ticket for this. I think this is more likely to get attention since it's a supported service.

As for the Snagit issue, are you signed into Snagit? If so, what happens when you select Snagit > Activate...?
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korkmaz.yurdakul

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All roads lead to Rome. The web result is still the same.

in the application, it looks like I am connected with my account but when I tried to activate Snagit then it asks for the product key. when I type the key then it does not recognize it.
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Luke Griffioen, Employee

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Darn, so you're sure that the key you have is for Snagit 3, and not for version 1 or 2?
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korkmaz.yurdakul

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the key is from 2012 so probably it is for 1/2 but I do not recall if I got another key for 3 hence I have been using 3.3.5 until 30.03.2017 without any problems. If I was able to access my TechSmith account then I might be able to access all the details.
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Luke Griffioen, Employee

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Yeah, seems like it's an older key, Snagit 3.0 came out in 2014. I would contact support about the account issue, at the very least they should be able to figure out what keys you have associated with your account.
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korkmaz.yurdakul

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Yep, I tried the automatic key lookup tool but in vain it only found the one that I had. I am still confused If ı needed another key for v3 how come I was able to use it for so long with the key of v2? If this was possible why it is not possible now and why are we obliged to pay for v4?
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Luke Griffioen, Employee

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A v2 key should have never worked for v3, I'm not sure why that worked. Each major version is a paid upgrade (although it's 1/2 off if you have an old key)
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korkmaz.yurdakul

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a question? If I have had paid for it and upgraded it would it be the same key which works with the v3?
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Luke Griffioen, Employee

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Not quite sure I understand what you're asking, but if you had bought a v3 key, it would work for 3, but not 4. If you buy a v4 key, it will work for both 3 and 4. Does that answer your question?
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korkmaz.yurdakul

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Let's say;
I have bought v2 product and a key with it and when time came I have upgraded my software to v3

then

is the key that I got with v2 will remain the same or will I receive a new key for the upgrade?

a-) v2 key remains
If so then my current key should have worked for 3.3.7 but did not work why?

b-) v3 upgrade requires a new key 
then why it did not appear in the codes which I had purchased?

I assume this was something related, with the App store and Snagit compatibility.

these questions and circumstances should be resolved by your corporation.

at the end of the day, I have been using Snag it v3.3.5 until 30.03.2017 without any issues.   and I should be able to use v3.3.7 the same way. At the moment I can not use the product at all. 
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Luke Griffioen, Employee

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My apologies, I had not realized you were using our Mac App Store version before. Unfortunately there is no way for us to automatically add keys for App Store purchases since Apple does not share user information and the app store doesn't use product keys, but if you contact TechSmith support and show proof of purchase from the App Store, they can get you a replacement key for v3 and then you should be able to use 3.3.7.
(Edited)
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korkmaz.yurdakul

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Hi Luke,

No problem. Thank you very much fır your support and cooperation. But I believe I am way too tired to try to prove anything to TechSmith. Too much hustle for something which was already in use. I just simply be able to use the product again.

Your company should allow us to use this product as we used to. I (customer) should not be obliged to pay for more for the next update to be able to keep using the program.
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je-mark

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Capture Window and Menu bar icon on SnagIt 3.3.5 on my MacOS 10.12.4 has stopped working.These Icon is disappeared.
Will there be a new update soon
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korkmaz.yurdakul

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what has been advised to me is that there will be no further updates and I should upgrade to Snagit v4if you can get a different answer please let me know as well :)
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Cindy

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I chatted this am with Tech Support...Said 3 was no longer supported and is not compatible with 10.12.  Even 3.3.7 is not compatible.  Ended up upgrading to 4.  Now trying to figure out how to get the capture option on my desktop...
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Luke Griffioen, Employee

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Hi

If you're upgrading to version 4 and looking for the old capture window, you can enable it in Snagit preferences with either of these 2 options.

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Cindy

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Thanks  all set now