Having problems with scrolling capture in Snagit

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  • Problem
  • Updated 1 year ago
  • Solved
  • (Edited)
When trying to capture on Scrolling Window mode, the yellow arrow where I used to click does not appear, therefore not being able to capture the page. This was not happening until today. I was able to capture on Scrolling window mode with no problems until today. Where did the "yellow arrow" go? Can you help?
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Cecy .

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Posted 7 years ago

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Jason Eagleston, Employee

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Hi Cecy,

Here is a technical support article that outlines a number of different possible reasons for the yellow arrows not showing up in Snagit: http://techsmith.custhelp.com/app/ans...

I hope this is a good starting point, another option is to contact our technical support team here: http://techsmith.custhelp.com/app/ask and they would be able to assist you as well.

Thanks,

Jason
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alison.harrington.ctr

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I'm on snagit 11 and my problem is not that the arrow does not show up but when I highlight the scrollable area I can get to the arrow.. Its like a joke. I drap so I end up on the right hand side to include the vertical scrollbar but when I try to go to the bottom of the page(the only location the arrow shows up) it undoes my selection and I am no longer capturing the scroll area.. Very frustating

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Joe Morgan

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Try selecting the scrolling area and drag the area all the way to the bottom of the screen. That should allow you to select the scrolling arrow at the right of the screen. At least that's how a "Custom Scroll" works.
Are you using a custom scroll profile? See Image Below
Regards, Joe



(Edited)
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alison.harrington.ctr

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There is only one arrow in the middle bottom of the screen, not one on the right bottom. So as soon as you move the cursor toward the arrow it unselects the screen/scroll area. Thus the problem.. However, after several tries with the custom scroll I got it to work.. Thank goodness they left that. :)
(Edited)
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forsKathy

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When you click the link it goes to a page that says "This page is not available"
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Tom Reitano

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I love the way you refer Cecey back an old FAQ with snag it 8/9/10 why don't you just fix the scrolling problem (first you have to admit there is a problem, first step) in FF et al. I've loved the program since it's inception and have been a loyal customer since. But when the web browsers started there upgrade craze you guys have not been able to keep up, not even close. It's just very disappointing.
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Mike Curtis, Employee

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Here's a tutorial from a few months ago. It doesn't have a surefire solution as there are still a lot of things that can interfere or challenge our scrolling capture, but it does have some detailed workarounds that might help.

If you've never tried a Custom Scroll or Scrolling Region capture before this might help:

http://www.techsmith.com/tutorial-sna...

Please let us know how it goes,

Mike Curtis
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Deddy

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I was hopping that the link http://techsmith.custhelp.com/app/answers/detail/a_id/523 is still valid, but unfortunately only get "This site has been disabled for the time being"
Could you please help me with the same issue. The Arrow function do not appear for selection when trying to use Scrolling Capture

Thanks and regards,
Deddy


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Peter Greulich

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If anyone has found a solution to this scrolling window problem, please let me know. Nothing seems to work. I have tried firefox / IE. I have tried firefox safe mode. I have tried the www.techsmith.com web site. I have tried the custom scroll and nothing works.

Pete
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Manny Carvalho, Champion

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Some scrolling windows, due to their coding, just can't be captured.  There's no solution if that happens to be what you are trying to capture..
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Kristin Conner

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I found it the other day, and it worked in IE9. It's in the menu and you can create a keyboard shortcut for it rather than going to the menu each time. 
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Peter Greulich

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Manny, I read a lot of the technical articles and have struggled with this function for a lot of versions of Snagit. In the past I have been able to get it to work by changing some parameters that either no longer exist or we no longer have access to with this version of Snagit.

I guess I was looking to see what everyone's success rate was with Snagit Version 12 and scrolling. Either the web sites are changing so drastically over time that this function might as well not be offered, or there is not enough development effort being put into it to just have it work most of the time. Sorry, but it seems that the product is adding a lot of function that I don't personally use and ignoring stability and usability on a P.C. platform where I do most of my work.

Once a function fails some percentage of the time (in this case it seems to be a very large percentage) it becomes more of a nuisance to even try to use it. I have been on Snagit for at least four to five years and bought each version, but now for the last few versions, I seem to be upgrading hoping they might have fixed some of the stuff that doesn't work. That is not a good place to have a customer that has been around the block and recommended the product for a few years.

Cheers

Pete
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Manny Carvalho, Champion

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This thread is two years old so it's not as if this is a new problem.  I rather doubt this is something new or different in v12 in regards to scrolling.  I can't imagine TS did much to this functionality.  I don't known for sure on v12 because I don't use it much but capturing scrolling windows is something that has never been possible to be 100% reliable.  I can't answer your question directly.
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Peter Greulich

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Manny, thanks. I appreciate your comment and don't expect you to solve the problem. Version 12 did remove the ability to change the parameters that in previous versions could get the scrolling to work and this makes the technical documents on "how to troubleshoot scrolling that doesn't work" irrelevant for Version 12. So maybe they will come out with some newer document of workarounds eventually.

To summarize, my advice at this point is that if anyone is depending on scrolling for their job, and it works today, do not upgrade. You will have to install all three "supported" browsers and try all three - one "may" work where the others don't. That kind of ruins the definition of "supported" though when you put users in this situation.

Cheers

Pete
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Manny Carvalho, Champion

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Maybe I'm missing something but what parameters did they remove?  When I look at them side by side I don't see anything missing.  Where else should I look?

Here they are:

(Edited)
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Peter Greulich

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Manny, thank you. The screen shots convinced me to dig deeper and find the variables I used to tweak. The user interface had changed and I hadn't clicked on the right icon. I'll see if this fixes the problem. In the past it usually was all I needed to do.

Thanks

Pete
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Manny Carvalho, Champion

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You're welcome Peter.  The user interface is certainly different but you know you can still use v 11 if you want to.  Both versions can be installed but not used concurrently.  It's one at a time.
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Simon

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Ok well this is the same for me. I dont have the time or the inclination to troubleshoot your product. You should do that before you release it. I have asked for a refund but have been declined. This product isnt fit for purpose so you are legally obliged to refund.
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Simon

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Oh and by the way Fireshot pro - just works!
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Peter

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I too have been having problems with the scrolling capture. I had disk crash and had to rebuild the system. I downloaded v11.4.3 to get the latest in the v11 series. Tried everything to get it working without luck.

So, I decided I'll just upgrade to v12.2.0 today, in the belief that would resolve the issue. Wrong. Still unable to perform the scrolling capture. Found the advise (https://support.techsmith.com/entries/22891532-Snagit-Scrolling-is-not-working) about changing the fast scroll switch and scrolling delay, but still not working.

So, my final thought was to uninstall v12 & v11.4.3 and revert back to my earlier version of 11.2.1 and it works. :) :)

Checking the properties and "Foreground the scrolling" is ticked, "Scroll delay" is 0, "Use fastest scrolling method" is ticked.

Hopefully, tech support read this and investigate what has changed since v11.2.1 and make the fixes. I hope soon, as I have spent $24.94 upgrading to v12 and want to get the most from the latest or money back.

I hope this helps others having the same issue.

Here is a link to older versions. You'll find v11.2.1
http://www.techsmith.com/download/oldversions.asp

Regards
Peter
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Peter

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PS. v3.2.1 Mac version works for the scrolling region.
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Peter

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Have now run into the same issue with the older SnagIt version, 11.2.1.

I re-installed version 12 (now updated to 12.2.2) and still not working. Then one day I found the scrolling buttons appearing. After a lot of analysis and trial and error I found a repeatable solution.

Note this only been tested on MAC OS running vmWare Fusion for Windows 7.

1. Choose vmWare > View > Unity
2. Allow the system settle down, ie allow all Windows task bar icons to settle on the Apple bar
3. Choose vmWare > View > Full Screen
4. Once the swap has completed test with a scrollable web page, document, spreadsheet, etc

You should now find that the scrolling buttons appearing at the bottom, horizontal, vertical, & diagonal. Depending on what is available for scrolling.

Hopefully this might give someone else a clue on triggering the scolling on pure Windows machine.

Regards
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Brian Halliwell

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still no  no scrolling arrow in 13 on my system upgraded from 12 BUT the panoramic scrolling , although  a few more clicks will work using win10 ltsb and firefox 60.3.0 esr  this is an old system and the arrow worked up until the recent upgrade to the latest firefox ,i am aware of other undocumented features that my old dirty os has presented me with  but for the time being i'm not planning to rebuild the os (restore image just to old) just for this and lo and behold its just fine for chrome no problems at all  .and last notes there is another nearly identical system here same os ,browsers and on that machine there are no problems
(Edited)
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Coopers Maths

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I have only just started a trial with snagit and thought the scrolling capture would be brilliant.  It was the first thing I've tried out.  The arrow buttons appear or not on a wim so I am unable to control whether the document will try to do a scrolling capture.  When they do appear, I have then tried to scan a number of different documents, including word documents and pdf versions of word documents that I wrote myself, and each time I get a message saying that they cannot capture the image.  Really unimpressed and unless the screen capture recording is amazing when I try that out, I shall be reverting to Microsoft Expressions.
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stormy1954

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Using Snagit 12.4.1, I am still unable to capture scrolling web page using Internet Explorer 11 with every Windows Update installed on a Windows 7 Pro x64 PC.

However, I just installed Google Chrome and scrolling capture works beautifully.

Looks like Techsmith need to look more closely at what is going on in Internet Explorer(?)
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mark.murphy

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I'm using IE 11 and scrolling was working fine until I upgraded Office 2010 to 2016 this morning.  To resolve I unstalled SnagIt (keeping my files) and the re-installed it. Scrolling is now working again.
(Edited)
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jbarile

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This reply was created from a merged topic originally titled Capturing scrolling responsive website pages.

Using 12.4.1 I need to capture scrolling responsive web pages. I've tried every scrolling option but nothing is working to capture the entire page. Any help is appreciated.
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penglish.tx

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This reply was created from a merged topic originally titled Scrolling in Win 10 Pro.

I have discovered that the scroll regions, all three, don't work well or at all in Microsoft Edge but fine in IE on Win 10 Pro
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Peter Greulich

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This reply was created from a merged topic originally titled Snagit 12 scrolling not working.

I used to be able to get scrolling working with previous versions of Snagit in All-in-one by following the tips and techniques troubleshooting (changing options which are no longer available in 12). Now with 12 I can't get a single scrolling technique of any kind to work reliably on any of my two browsers. (I am using Firefox and Internet Explorer which are supported - please don't ask me to put Chrome on just to do testing.)

Firefox and Internet Explorer with all-in-one never shows the arrows to start the scrolling. I went through that troubleshooting: came up in safe mode, disabled all add-ons, changed my Windows task bar to always be displayed, tried multiple different web sites (including techsmiths), tried full windows and reduced windows. There is nothing I can find that will get All-in-one to work properly which is my preferred method.

Tried the custom scroll: It seems to work on the techsmith home page - about as simple as you can get. But on other pages, in Firefox it dies with the following error: Incomplete scroll capture, Scrolling capture may be incomplete (error #0). Help file has nothing that really helps with this error. In I.E. it dies with the following error: (error #4). I did find that if I "manually" scroll down the page and then back up the page, "sometimes" it will work in I.E.

This scrolling capability in Snagit is really unusable for me if I have to try two (maybe three) different browsers and all the different scrolling capabilities to get it working for each website I want to work with.

Anyone have All-in-One scrolling working as advertised on Snagit 12, Windows 7 and Firefox before I waste more time trying to get it to work?

Thanks

Pete
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Justice-4-All

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I feel your pain, I have used it from it's inception and for web development work.

Both personally and professionally, Snag it has failed me. I really promoted Snag-it at a recent contract job at ESPN...only to have it fail, and they had to roll it back to Snag it 9 for it to work. They gave me a few alternatives, but I just don't know why Tech-Smith cant fix this. I have wasted hours of my time and money over the years for a product that has not worked for me. I'm starting to become less dependent on it...which can't be good for Snag-Its customers.
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Brian Kille

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This reply was created from a merged topic originally titled Scrolling Window.

Hey TechSmith, Just started using Snagit but can't seem to get it to do the scrolling windows feature. The arrows simply don't pop up. I'm using a PC laptop on Windows 8. Is that the problem? I've watched the tutorials and no help. Any ideas?
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onewyx

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This reply was created from a merged topic originally titled Scroll a region not working in Win 10.

I am using a trail version of SnagIt and Windows upgraded from 7 to 10 during the trail. After the upgrade, found that Scroll a Region function not working as the selection cannot be scrolled down the page. Not sure if this is related to Win 10 upgrading. Thanks.
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beckyww

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This reply was created from a merged topic originally titled Snagit 12 - Can't Do a Rolling Scroll.

I recently renewed my corporate (AT&T) subscription to SnagIt, which I've had for years.  I can't seem to take a rolling scroll screenshot with- what we former journalists would call "going below the fold."  I think it has something to do w/my Snagit 12 Profiles but I just can't figure it out.  I typically use Firefox 38.5.2, but it doesn't work in Chrome or Explorer either - which is why I think the issue is how I have my product set-up, not the browsers I'm using.  The scrolling arrows just don't appear.

Would appreciate any suggestions. 
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Justice-4-All

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I'm having the same issues for years, I use it for web development and going below the fold. I have had to screen shot, then paste together pictures as a workaround.
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Rick Stone

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What you replied to seems to be a couple of years old. Much has changed in that time span.

Have you experimented with Panoramic capture? I find that for me, this method beats the pants off the old scrolling type of capture.

If you haven't yet tried it, I highly recommend you do. If you have tried it, I'm guessing that it failed in some way for you? And if so, you might consider opening a support ticket with TechSmith so they can try and help you figure out why.

Cheers... Rick :)
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Joe Morgan

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So, going to great lengths to post SPAM aren't You  karimovic
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Kelly Mullins, TechSmith Employee & Helper

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SPAM was removed, Joe! Thanks for the alert.

Kelly