Problem capturing video on system accessed through RDP

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I am running SnagIt  12.4.1 (build 3036) on Microsoft Windows 10 Pro, v10.0.16299 Build 16299.

I am using an RDP connection to access an application running on another system - Microsoft Windows Server 2012 R2 StandardVersion 6.3.9600 Build 9600

The version of RDP client is 10.0.16299.431

Problem:

I select my capture area on the remote system, and begin recording.  Initially everything goes fine - the recording is running, and viewing the output shows that the capture is working.

But, as soon as I have to click within the remote desktop to perform the action(s) that I need to record, all is lost.  The video ticker continues to run, and the recording shows the appropriate elapsed time at the end, but when I try to view it I find that it has actually only captured anything that was displayed prior to my clicking within the remote desktop session.

I have tried selecting the full screen for capture, selecting just the active window I need on the remote system, changing the size of my remote screen to cover my whole host screen and also making it less that the full screen - all results are the same.

Is there a setting that I'm missing?  I just feel like this is probably just something I'm doing wrong...

Please let me know if there's anything else I can provide that might help.  Unfortunately, due to the sensitive nature of the material I have to record, I'm not able to provide any screenshots or video copies.

Thanks so much,

-sandra
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sandra lindquist

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Posted 6 months ago

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Joe Morgan

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Free technical support expires for SnagIt 12 on June 6. 2018

You might want to E-mail them and get them involved. See if they can help before it's to late.Unless you have premium support that allows for phone and chat support.

https://support.techsmith.com/hc/en-us/articles/203732728-Supported-Versions-of-TechSmith-Desktop-Products-

This is a Free Service............... Submit a ticket

       https://support.techsmith.com/hc/en-us/requests/new

Regards,Joe

Unless someone comes along that's familiar with your issue. But tech support is great at cutting through noise and finding a solution.
(Edited)
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sandra lindquist

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Thank you Joe!  I just opened a case with Support.

-sandra
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sandra lindquist

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A quick update - I did contact Support, and they resolved my issue with a patch.  All set now!