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 7 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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Doug Ayers

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Thanks Luke, for whatever reason, Google Chrome wasn't checked under "Automation" for me. This issue just began occurring for me today, thankfully I found this post and got it resolved today too =)
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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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Karl Erik Jessen

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I have the same problem as ckvalentine: Snagit hangs when trying to capture Chrome-windows (other app no problems) AND I have NO entries for Snagit in the System Preferences / Security & Privacy / Privacy / Automation window
(Edited)
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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.

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Luke Griffioen, Employee

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Hi,

If you're still seeing issues with this, you can open a ticket with our Tech Support team, they should be able to resolve it for now while we work on a more permanent fix.
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karsten.silz

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My Mac just hung on capturing from Chrome (OS / Chrome / SnagIt all latests versions). For whatever reasons, Chrome was not selected  in the automation preferences. Checked it now and hoping for the best.  :-)
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Luke Griffioen, Employee

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Hi folks,

This issue should be resolved in our 2019.1.1 update which is now available. Please let us know if you run into any issues with this new version.
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judybeck

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I am hanging, due to your bug, and to get the fix, I have to upgrade for a cost!
I just bought this late last year.
Seems a little unfair.
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sherbet

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I started this thread as it was crashing on me. I did what you said by updating and it worked fine for a while. Now it freezes again and is useless. I now see you want more money to upgrade. this doesn't seem fair just to get a programme that should have at least worked in the first place. 
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Luke Griffioen, Employee

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Hi judybeck and sherbet,

What version are you on? We do have a fix coming soon for version 2018.
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sherbet

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2018. Before I "had" to purchase the 2018 upgrade the old one was fine. 2018 has been a waste of time and now you are asking to pay out for another upgrade to fix 2018.
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Luke Griffioen, Employee

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Hi,

Upgrading to 2019 is not required for this. We have a fix coming in a 2018.2.6 which will be a free update for 2018 users. In the mean time, you can either use the free trial of 2019 or you can temporarily fix this issue by making sure Chrome/Safari are checked under Snagit's automation preferences, as detailed in my post above. Let me know if this helps
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judybeck

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I bought this snagit in Dec of 2018. I thought I was buying 2019, in the Applications folder, it says Snagit 2019, but when I open it, the About says 2018. and now 2018.2.5.  Mac version is 10.14.3. Chrome is 72.0.3626.

I did the security check thing, and it still froze. I rebooted a couple of times and still froze. 

I decided to open the editor first. Then try a capture from there. Think that started to work. So, I am going. But I am not secure with this version. I have never had any problems with Snagit in the past. I love this program! But this last version was the pits. Maybe Mojave was the culprit, but you cannot tell me to buy a fix. That is bordering on extortion.

Thanks, JB
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Luke Griffioen, Employee

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Hi Judy,

If you bought in December of 2018, then your key should work with Snagit 2019. You can download version 2019 here https://www.techsmith.com/download/snagit/ 
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ckvalentine

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Yesterday Snagit crashed again and I spent another 45 minutes fixing it.  It appears the issue comes back each time Chrome updates.  This is what I have now... Google Chrome is up to date
Version 72.0.3626.109 (Official Build) (64-bit).  The 'fix' mentioned by Luke is a long time coming.  If I had known the amount of time, energy and frustration I would experience with Snagit 2018, I would never have purchased it, especially since Snagit's website told me I had to upgrade!!!
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Luke Griffioen, Employee

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Hi,

So sorry about this! If you scroll up to my post above (includes a screenshot) about checking Chrome in System Preferences, that should fix it, and hopefully our update is out before the next time Chrome updates.
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sherbet

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That worked thanks
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ckvalentine

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While I've enabled System Preferences > Security & Privacy > Privacy > Accessibility > Snagit 2019, each Chrome update freezes my screen and forces me to perform a hard power down to regain access to my laptop.
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Luke Griffioen, Employee

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Hi,

Are you still seeing this with version 2019.1.1 or are you on an older version?
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ckvalentine

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My version is TechSmith Snagit Version 2019.1.0 (94020)
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Luke Griffioen, Employee

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Hi,

Cool, so last week we released a 2019.1.1 update that fixes this issue! Please let us know if you have any issues with the new version.
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malibu06

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Hi Luke G - scrolling through the posts here looks like you guys are working hard to help on this. 

I just completely uninstalled and reinstalled, but still having the same issue - it is basically that when I try to open the Editor - Snagit crashes. 

Please see short video (made with a competitor's tool) that shows what is going on... 
(I have the appropriate check-boxes selected in system prefs, except that the "helper" app is not showing up in "Automation" - wondering if that might be it)
  
Any ideas? 


https://cl.ly/b4e072


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Luke Griffioen, Employee

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Hi,

Sorry about this! The crash is probably the result of a corrupt capture that Snagit is trying to open. If you open a support ticket, our team should be able to help you out.
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wscarano

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Same here - internal trackpad freezes after a while . Spent hours w/Apple support.  Reinstalled MacOS. Safe mode works. Appears to be Snagit 2019. The old version works fine. Lost a lot of hours!
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Luke Griffioen, Employee

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Hi,

Can you explain what you mean by "internal trackpad freezes after a while"? Does this mean you can't move your mouse? After a while time wise, or after taking a lot of Snagit captures?
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wscarano

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I can't left click - only right click.  I then need to right click on Apple and arrow down to shut down.  If I don't run 2019 (as I'm doing now) it works.  
Running Majove 10.14.4.  
I'm not sure if it was after a capture or not - I had it set to automatically copy image to clipboard (which is very cool) - perhaps related.  
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Luke Griffioen, Employee

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Interesting, that's not a behavior I've heard of happening before. I would open a ticket with our Tech Support team so they can figure out what's happening.
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wscarano

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Done.  thanks.