Slow Start/Slow Save

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  • Problem
  • Updated 2 years ago
V13 - Slow to Open Editor. Extremely slow to save to local drive. Running Win10 on an SSD.
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Ed Lieblick

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Posted 3 years ago

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Photo of bradlouiscote


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I'm having the same problem - First  snag of the day, the editor takes 20 seconds to open and become responsive. After first snag, subsequent snags are OK.

OS Name Microsoft Windows 10 EnterpriseVersion 10.0.10586 Build 10586
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name ARIES
System Manufacturer System manufacturer
System Model System Product Name
System Type x64-based PC
System SKU SKU
Processor Intel(R) Core(TM) i7-3770K CPU @ 3.50GHz, 3501 Mhz, 4 Core(s), 8 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. 2104, 8/13/2013
SMBIOS Version 2.7
Embedded Controller Version 255.255
BIOS Mode Legacy
BaseBoard Manufacturer ASUSTeK COMPUTER INC.
BaseBoard Model Not Available
BaseBoard Name Base Board
Platform Role Desktop
Secure Boot State Unsupported
PCR7 Configuration Binding Not Possible
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume1
Locale United States
Hardware Abstraction Layer Version = "10.0.10586.420"
User Name Aries\Brad
Time Zone Central Daylight Time
Installed Physical Memory (RAM) 32.0 GB
Total Physical Memory 31.9 GB
Available Physical Memory 25.3 GB
Total Virtual Memory 63.9 GB
Available Virtual Memory 56.4 GB
Page File Space 32.0 GB
Page File D:\pagefile.sys
Device Guard Virtualization based security Not enabled
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes
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Ryk Neethling

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Same issue here - I have the top of the line Surface Book, and this thing takes longer to load than SQL Server! Not a great experience thus far!

Everything is slow - opening, screen capturing, closing...
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Dale Geffs

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I thought there were supposed to be improvements to performance in this version. Mine is at least 3 time slower than 12 and it takes forever to display the results.
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Indeed. I also find v13 to be very slow compared to previous versions. Even in the case where it simply updates the 'Modified' date on a capture, it takes several seconds to do so when closing the Editor/Library. Something is not optimized in this latest version.
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Daniel Foster, Snagit strategy lead

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Official Response
Hi all - I'm sorry you're not experiencing the speed and responsiveness of Snagit 13 but thank you for reporting this issue.

Would you be so kind as to share the details with our tech support group so they can collect any needed diagnostics and work with our engineering staff to get this resolved? We know we have some additional work to do to shave a second or two off first launch of Snagit but this sounds like it's way beyond that, so any info you can share would help our optimization efforts.

Thank you!
Photo of m.beulens


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Same issue here. Version 13.0.1 (32 bit) (Build 6326)
I'ts really a step backwards in my productivity and a lot of double work. Version 12 was so fast i got used to that. So if editor does not popup directly i keep thinking i need to redo my copy action

I'm on x64 win 10
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I have the same issue on Windows 7 SP1 64 bit. Version 13.0.2 (32 bit) (Build 6653).
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Just A User

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Same issue on Windows 10 (SnagIt v.7993). Cold start of SnagIt takes 3 seconds, start of the editor takes 5 seconds. This is ridiculous. If SnagIt is so slow on my machine which is powerful enough - terrible to imagine how it behaves on a typical budget laptop with HDD + Celeron. I'm sorry, but this issue makes SnagIt totally unusable. And this is sad, because its functionality is very good. I dont't know how the others use it and where do they take so much patience.
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Daniel Foster, Snagit strategy lead

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Hi Just a User - I'm sorry you're running into extreme slowness in Snagit. Since the problem is relatively rare, it would help if you could open a ticket with our support team so they can diagnose the issue. There's no cost to do so and the team is very knowledgeable and quick to respond. 
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Just A User

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Done. Thank you for reply.
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Relatively rare yet I have it all the time.  Takes forever to load, freezes my computer, frequently crashes.  I don't see any responses to all those who reported it above.  Why is that?
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Daniel Foster, Snagit strategy lead

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Hi marym - we're not okay with crashing and freezing so we dedicate resources to diagnosing and fixing these issues on an on-going basis. We'd like to help you.

If you look at the version history for Snagit 13, you'll notice that each of the 7 updates since June 2016 has included bug fixes and performance improvements, along with any new functionality. The number of customers who report the kind of issues you describe is a tiny fraction of the millions of active users of the product. But that doesn't matter. We take each report seriously and look for the best way to remedy the problem for that person and anyone else who may be experiencing it without reporting it.

The response I gave on this thread last year is still the response I would give anyone finding this thread for the first time, which is why I made it the "official response" (it shows up at the top for anyone arriving new to the thread). We do troubleshooting in 1:1 support rather than in the public community because we find that produces the quickest and best results for customers. Opening a support ticket also allows us to collect diagnostic data from your computer, which is its own unique environment of hardware, drivers, OS version, software, and settings. That allows us to look for potential causes and patterns across installs. Problems where there is one obvious cause with widespread impact are the easy fact, that kind gets fixed before we ever ship the product to customers. It's the cases that are relatively rare across the customer base and hard to reproduce that tend to be elusive. So data gathering is step #1 to finding and providing a fix.

Anyway, that is probably way more detail than you wanted but I hope it gives some more insight into the process and why working with our support team is beneficial for all parties.