Screen goes black 2019.1.0

  • 1
  • Problem
  • Updated 6 months ago
When I click the capture button on version 2019.1.0 the screen goes black and I cannot capture anything.  I used v10 for years and no issues but now I have this can I go back to using the old version, it seems to have much less bugs...

Or is there a fix I should know about
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matt

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Posted 6 months ago

  • 1
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JL1

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This looks an issue for Tech Support.
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kim.purvis

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Agreed - and I have the same problem - and I have nothing kaspersky-like running! 
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Rick Grunwald

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If you have no firewall or anti virus software running or anything else that might cause this then take it to support
You can Submit a ticket


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


Or call, >>>


 Toll Free: 800.517.3001 (U.S. & Canada Only)


8:00 AM to 7:00 PM EST Monday through Friday


Chat Support Hours.


You can reach the “CHAT” Support Team for assistance from


 6:00 AM to 9:00 PM ET, Monday-Friday


 Saturday from 12:00 PM to 4:00 PM ET.
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kim.purvis

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No way am I turning off AVG protection 
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jasons

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If you use security programs like for banks etc they can cause this.

Also kapersky security has been known to do it.

Try shutting down those type programs and see if that solves it.

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matt

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I can not run my machine without kaspersky, is there a solution?
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jasons

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Add an exception for snagit to kapersky. (see kapersky jhelp)
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matt

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Did this and no change...
  • C:\Program Files\TechSmith\Snagit 2019\Snagit32.exe
  • C:\Program Files\TechSmith\Snagit 2019\SnagitEditor.exe
  • C:\Program Files\TechSmith\Snagit 2019\SnagPriv.exe
At whits end, old version was working great paid for upgrade and now the product is useless.

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jasons

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Unplug your internet and turn off kapersky and see if that’s the problem.

After that plug your internet back in and restart kapersky.

Nothing bad will happen.

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Rick Grunwald

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Matt ... just TRY the suggestion to se if that is the problem. If that solves it you can do as jasons suggested and add an exception to Kaspersky especially since it is a known issue. If that does not fix it, you learned something and cant take it to tech support as there are a number of things that can cause such behavior from video cards to folder permissions
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matt

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Did this and no change...
  • C:\Program Files\TechSmith\Snagit 2019\Snagit32.exe
  • C:\Program Files\TechSmith\Snagit 2019\SnagitEditor.exe
  • C:\Program Files\TechSmith\Snagit 2019\SnagPriv.exe
At whits end, old version was working great paid for upgrade and now the product is useless.
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Rick Grunwald

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Sounds like an issue for tech support.