OY, I have a headache! Installed Snagit 2018 and all isn't well.

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  • Problem
  • Updated 1 year ago
  • Solved
Using all in one and trying to capture a window with auto scroll feature.  Problem is that it will work on my second monitor but it refuses to work on the main iMac screen (2017 27" iMac).  Even if I dont have any apps running on my mac screen, it will select an invisible window which is really odd.  If I have Safari or any other app running which requires scrolling, it will choose it but once I try to move the cursor to the arrow to commence capture and scrolling, it will change the framing and not allow me to touch the arrow.  This only happens on the main screen.  I shouldn't have paid first and tried later. I understand bugs but this is plain silly. This is the first bug I've encountered. I suspect I'll find more. I think I would prefer a credit and go back to the previous stable unless an update is scheduled very soon.
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boruch

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Posted 1 year ago

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Luke Griffioen, Employee

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Hi,

We haven't seen any issues with invisible windows being selected, if you get in touch with our Tech Support, they can try to get to the root of the what's going on.
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boruch

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I did that earlier.  I was on the phone for quite some time waiting and in the end, I left a message with my contact information.  This is very bizzare.  I can send a video of what's happening if you want.
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Luke Griffioen, Employee

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A video would be great!
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boruch

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May I have an email address to send it to?
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Luke Griffioen, Employee

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boruch

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Hi,

Thank you for the contact info.

The videos should arrive in your inbox any moment now.
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Luke Griffioen, Employee

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Got the videos. That is strange. If you select that invisible window and take an image capture, what does it look like?

Also maybe some app left something around, have you rebooted your machine recently?
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boruch

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Uninstalled this app and the previous version using cleanmymac and rebooted numerous times.  Reinstalled 2018 but didn't change anything.  I did notice that some settings were carried over so cleanmymac didn't remove everything.  I just took an image of that blank frame but it just captured the desktop.
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boruch

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Created a new user on my mac and that problem didnt manifest itself with the new user however even though it appeared to scroll and save, it didnt capture anything more than the current frame.  Is it possible to get a credit for the 24.95 paid and I''ll just go back to old faithful?
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Luke Griffioen, Employee

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Hi,

I looked into what might be going on, and I'm pretty sure I found the change that caused this. We can try to get it fixed as soon as we can.

I'm still curious as to why there's an invisible window on your machine. Can you check your login items for anything that could be running on login if the user that has this behavior?



You also mention a scrolling issue, what application were you trying to scroll?

If you are still looking for a refund on the upgrade, I believe Tech Support can help with that. If their phones are busy, you can create a ticket online.
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Stephen Inoue

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Did you use the Command Shift V keyboard shortcut to invoke video capture? It conflicts with the app Paste 2. I ended up deleting the SnagIt! keyboard shortcut in preferences and  even though it still has a preference for one monitor over the other if I choose image capture select the other monitor and then toggle to video capture it works. Hopefully TechSmith will address.
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boruch

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Hi, I didn't use shortcuts but the Snagit app running at the side of the window to invoke Snagit.  Once I did, I could perform what I wanted on my second monitor but not on my main iMac display.  After pulling my hair out and connecting with your representative, I tried another test by creating a new user and seeing whether the issue persisted.  The problem changed from not being able to click on the scolling arrow (whether it be for a standard finder window or Safari) to being able to click on the scrolling arrow but once complete, nothing saved except the initial framed window (no scroll).  Very odd...
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boruch

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Back to version 4 which works perfectly.
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Luke Griffioen, Employee

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We've released a 2018.0.1 update which should address the invisible windows bug.