Runtime Error whenever I scrub through the timeline

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  • Updated 8 years ago
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I just downloaded the Camtasia Studio 8 Trial and whenever I load a .camrec file in the timeline and scrub through it I instantly get this error:

Microsoft Visual C++ Runtime Library

Runtime Error!

This application has requested the Runtime to terminate in an unusual way.
Please contact the applications support team for more Information

Afterwards Camtasia crashes. This doesn't happen with the tutorial project or external video files (that are not in the .camrec format).

Im running Windows 7 x64 and have updated all the microsoft runtimes, directx and my graphics card driver to the most recent versions.

Would be great if you could shed some light on that issue.
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Johannes Kollender

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  • sceptical

Posted 8 years ago

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Brad, Camtasia Studio QA

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Hi Johannes,

I'm unable to reproduce this following your steps which makes me think it may be something specific to your environment. However, when Camtasia Studio crashes we automatically create a Crash Dump with information useful to debugging the crash. If you can open a ticket with Customer Support they have a much better system for tracking and collecting this information than Get Satisfaction. They'll do their best to solve the issue for you and pass the info on to the developers to look into it further.

You can open a ticket at http://support.techsmith.com You'll have to make a new account there, but someone should respond within one business day.

Thanks,
Brad
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Johannes Kollender

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Thanks for your reply. I just figured out, that the problem only occurs, when I capture the whole screen. My screen has a 2650x1440 resolution.
When I lower it to HD resolution or take a capture of only a part of the screen the crash doesn't happen.
At least I'm finally able to somewhat test the software. Still, I wouldn't buy Camtasia Studio if this isn't sorted out.
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Brad, Camtasia Studio QA

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Thanks for looking into it further! This is a known issue that is planned to be addressed in an upcoming maintenance release (free to customers who purchased CS 800).

For more context, the bug occurs if you import a camrec with dimensions larger than our maximum dimensions (2048x2048). The fix will allow you to import videos larger than 2048x2048 but they'll be scaled down to fit inside of those dimensions while maintaining aspect ratio.

Again, I apologize for the inconvenience and I hope once this issue is addressed you'll still be willing to give Camtasia Studio 8 a try!

Brad
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Johannes Kollender

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Good to know it's not something with my machine. :)
Thanks again for the fast reply.
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Don Gray

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Thanks, I am seeing this issue in 8.0 as well, though it works ok in Camtasia Studio 7.1.
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Brad, Camtasia Studio QA

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Hi Don/Johannes,

We have released a fix for this issue in a maintenance release. If you re-download and install the latest version you should no longer get a crash with large recordings. You can download the latest version here:

http://www.techsmith.com/download/cam...

If you install the latest version and are still having problems please let me know or you can open a ticket with our support department.

Thanks,
Brad
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Don Gray

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Seems to have fixed the crash, though still having issues trying to upload the large (test) file (1280x480) to Screencast.com.
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Jen Powell

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Hi Brad,

I have a similar runtime error when using Camtasia 8 Studio. We just upgraded from version 7 because I was having this issue. There is no rhyme or reason, though I feel it does have something to do with my environment. You mentioned a crash dump file. What is the name and location of this file? I've been stripping down my computer and closing everything except Camtasia studio whenever I use it, which is really inconvenient, but it's still crashing at seemingly random times.

Thanks,
Jen
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Brad, Camtasia Studio QA

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Hi Don and Jen,

I believe our support department should be able to help both of you out. The issues that each of you are hitting could have multiple root causes and I don't want to waste your time going back and forth trying different steps for the next week (especially if I can't figure it out heh).

Our free tech support department can diagnose the problem for you quickly and will do their best to get you back up and running. If for some reason they're unable to solve the problem, they will be able to collect the necessary information (crash dumps, steps, project files etc.) and pass them on to me and the development team.

You can open a ticket at http://support.techsmith.com You'll have to make a new account there, but someone should respond within one business day.

Brad
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Johannes Kollender

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With the last update everything's working fine for me. No more crashes at full 2650x1440 resolution.
BTW consumer support is doing great work. I wish all Companies would react this promptly to their customers complaints.
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Brad, Camtasia Studio QA

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I'm glad everything is working for you now! I'll pass your kudos on to the rest of the team as well.

Thanks,
Brad
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Jen Powell

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I fully agree. This support option is far superior to many other software companies. My problem was indeed my system. I installed on a more powerful computer and have had no further issues.
Thanks!
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Brad, Camtasia Studio QA

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Thanks for the kudos Jen! I'll pass your feedback on to the team as well!

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