Since updating to Mojave snagit image capture freezes laptop.

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After clicking on the camera icon it freezes. I often end up having to turn off my laptop wit the on/on button. Escape doesn't always work when this happens.
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sherbet

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Posted 2 months ago

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Luke Griffioen, Employee

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Hi,

Sorry about this! This issue is fixed in the latest updates to Snagit 4, 2018, and 2019
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Ben Van Dessel

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Hi,

No it's not yet resolved.  I'm running Version 2019.1.0 (94020 latest) and my iMac with Mojave OS is still freezing after capture.  It happens almost every time.  Moreover, with a hardware reset and opening Snagit again, it captured the previous selected area more than 6 times.  Please, resolve, we cannot use it that way. Txs.
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Luke Griffioen, Employee

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Hi Ben,

Can you open System Preferences > Security & Privacy > Automation and Make sure Safari and/or Chrome are selected under Snagit2019 and SnagitHelper2019? If those get unchecked it can cause problems when capturing those browsers.

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Ben Van Dessel

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Ok, Google Chrome was not checked.  Safari was not present at SnagIt Automation...
How can I add that browser too?  txs.
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Luke Griffioen, Employee

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Those get added automatically by macOS when we try to take captures of those browsers, so you'll need to take a capture of Safari to have it appear there. If you don't use Safari, then there's no need for it to be in the list.
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Ben Van Dessel

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Txs Luke, I'll keep in touch
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kirk.royster

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I would beg to differ, I have the latest updates and the freeze is continuing to occur for me on a regular basis.  Total system freeze w/ color spinner that never ends.  So all of the issues are not yet resolved.

I'm on 10.14.2 w/ 32Gb RAM and few applications running at the time of the crashes.
(Edited)
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Luke Griffioen, Employee

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Hi,

What version of Snagit do you have? Are you seeing this with image captures or video captures?
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kirk.royster

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Latest version, my maintenance is active and I checked for updates and it indicates that non are available.  Snagit 2019.

The point of the freeze is right after I select the region of the (MacBook Pro) screen, and click on the camera button.  It's is repeatable.  Problem is that the only way I can bring it out of the freeze is a hard stop using the power button.  The MacBook Pro is the 2018 latest model (6-core), 32MB RAM.  I was taking a frame that was about 1/3 of the screen real estate.  It occurs every time on this particular page of frameiteasy.com (order details for previous order).

Kirk
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Luke Griffioen, Employee

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Were you using Safari or Chrome? Check in System Preferences > Security & Privacy > Automation that Safari and Chrome are selected under Snagit 2019

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kirk.royster

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Indeed Safari was not selected in Automation for Snagit 2019.  Wouldn't this typically be a default setting?  After selecting Safari for Automation, the capture works without a freeze.
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Luke Griffioen, Employee

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Glad that fixed it! Yes, it should be checked by default so we'll look into how that could get unchecked.
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ckvalentine

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I agree with Kirk, I upgraded to Mojave two days ago, and this evening three attempts at using Snagit resulted in my MacBook Pro freezing three times. 

The Snagit program is now unusable. 
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Luke Griffioen, Employee

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Hi, what version of Snagit do you have? This issue should be fixed in 4.1.10, 2018.2.3+, and 2019.0.0+
If you're still seeing issues on those versions, please let us know.
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ckvalentine

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Adding more details for the version that is crashing my laptop and is unusable:

I purchased / upgraded Snagit on 12/31/18 and the version I'm using 2019.1.0 (94020).

I just checked for an update and this is the message...

You're up-to-date!  
Snagit 2019.1.0 is currently the newest version available.

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Luke Griffioen, Employee

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Were you capturing Safari or Chrome? Check in System Preferences > Security & Privacy > Automation that Safari and Chrome are selected under Snagit 2019. I have a screenshot of this a few posts up.
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ckvalentine

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Luke, Where are your posts?  I'm not able to see them in the TechSmith Community.

I'm using Chrome and Snagit is not listed under the path you listed in the email.
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Luke Griffioen, Employee

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Here's the screenshot of what you should see



If Chrome is unchecked, then checking it should fix the problem. If it's not there at all, then I would open a help ticket with our Support 
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Luke Griffioen, Employee

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Also, check for SnagitHelper2019 in that list, you may have to scroll down to find it.
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ckvalentine

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How can I resolve this situation?  At the moment, I can't use Snagit and the program is worthless.