Scrolling window malfunction

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  • Updated 2 months ago
I have Snagit 2019.16 64 bit. The scrolling function has not worked for weeks. Gives me region capture window only. Checked settings.  Suggestions? Thanks.

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Suzie

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  • frustrated

Posted 4 months ago

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Paul Middlin, Employee

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are you on Mac or Windows?
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Suzie

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Windows 10 on an HP computer
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Suzie

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I haven't had a reply to my question either on this forum or to my support request which was my first effort.  When I press Capture, there is no arrow that allows me to click on it.  My experience has been that when there is an arrow and I click on it, the screen will automatically start scrolling.  Now I only get the screen for a window capture.  No scrolling arrow at all.  The feature had been working since late summer installation.  My Mac scrolling capture works perfectly; but the Windows 10 does not.  I use the same browser on both computers:  Duck Duck Go. I tried to call support yesterday but was disconnected.  This was during support hours.
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Chris Larson, Snagit Technical Product Manager

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Apologies if it was confusing, I replied to you below. But I'll check with Technical Support now. We'll check on an issue and respond in email.
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dapostolopoulos

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I'm having similar issues as Suzie - but it seems only when using browsers.
- Chrome > says it's scrolling > Region Capture
- IE > says it's scrolling > Region Capture
- Edge > Region Capture only (no scroll buttons appear)

Scroll capture works fine in MS Word for example.

I also tried Panoramic scroll and that's not right either.
The preview appears to capture the entire scrolling area. 
After processing, only about 1/3 of the entire scrolling area is captured (i.e. more than the initial image but not the entire scrolled area).

I have 2020.0.0 (Build 4460) on a Windows 10 64 bit machine.
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Chris Larson, Snagit Technical Product Manager

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The preview can be wrong at times (which is unfortunate, but the preview is still quite valuable to show progress). It's scaling down the capture and stitching together the scaled-down images. So in certain cases, it'll look like it's working, but when Snagit goes to stitch everything together at full resolution, it might not find.

A couple of things to try:
- Capture a bit more slowly, so that Snagit gets all the data it can get
- Try to capture an area that's as large as you can without capturing the edges of the window or things mentioned in the next step
- If possible or desirable, and I know it isn't always, try to select only the area that is going to change as you scroll. Meaning, if there are fixed things like a header or sidebar that's always in the same place, that can cause issues

If you don't want to try those steps or have and you still don't have any luck, it would be great if you could open a support issue with us to dive deeper into the specific details: https://support.techsmith.com/hc/en-us/requests/new
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Chris Larson, Snagit Technical Product Manager

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Each browser is a bit different in what each of them supports, like dapostolopoulos mentioned. They update quite frequently, so supporting each of them is a bit of moving target.

It might be best if you could open a support issue with us:
https://support.techsmith.com/hc/en-us/requests/new

That way we can get more details on the browser version, which site you were scrolling, and help you with a panoramic capture alternative in the meantime while we look into getting your issue fixed.
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dapostolopoulos

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I have opened a support issue and I'm going back & forth.

I have narrowed it down to scrolling capture isn't working in any of our Microsoft 365 apps. Our Intranet is on SharePoint and trying to capture a page of that started me down this rabbit whole.
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Suzie

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I also have MS 365 on my computer.  I am not on a local server.  The issue happens only on my Windows 10 computer, not my Mac which also has MS 365.  When I press scrolling window, a dotted screen appears.  There is not a scrolling arrow, which had worked fine.  There is no way to resize the dotted window or get rid of it.  When I press inside the dotted window area a snapshot is taken of the area.  I tried to uninstall the software and load a fresh one from the website, but I was not allowed to do so.  I tried to upgrade to the 2020 version, but was not allowed to do so.  Both times your software application indicated I already had Snagit and would not allow me to proceed with an installation.  For some reason your software has a bug that has appeared recently.  The suggestions that have been offered as fixes do not apply.  Since this is an issue on both a company server and on my personal computer, please look into this issue from a fresh perspective since your previous suggestions for fixes are not applicable. Thank you.
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mrmattmcg

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I dont see a fix in this post and the last post was 2 months ago.  Does that mean the Scroling Window feature no longer works for any browser.  older versions of SnagIt was working in older versions of Firefox. in my case the whole window does get scrolled. But when brought into the editor it sticks all pages into one 8.5x11 page. As described above it does not get stitched and it all ends up one image.
(Edited)
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Dubie

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The Scrolling Window has always been a hit and miss function.

Use Panoramic Scrolling instead. You'll find that is what most Snagit users I know use.

It is much more reliable and gives you much more control of what you want to capture.

Dubie:)

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mrmattmcg

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That doesnt work either. Does the same thing once the editor is opened. For me - this was the best feature with SnagIt. It did stop working for me with my previous version but I made the assumption that upgrading would fix it.  Never assume, right?  Now I regret I shelled out the dough for the new version. I doubt I'll use it.
(Edited)
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Chris Larson, Snagit Technical Product Manager

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I'd recommend opening a support issue with us so that we can look at details like the OS version, browser type, monitor scaling settings, and most importantly, the specific webpage that you're attempting to scroll.
https://support.techsmith.com/hc/en-us/requests/new

The scrolling window feature does work in a majority of use cases. Also, if you're having trouble with Panoramic as well, out Technical Support folks will be able to give you some tips to get the best resulting image. If you'd rather not, there are some great tips in this video: https://www.techsmith.com/tutorial-snagit-panoramic-capture.html