Snag-It v2019.0.1 very, VERY Slow on Windows 10 Pro (64-bit)

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  • Updated 2 weeks ago
There was a 3-5 second delay in v2018 that I had been living with, but I was excited to upgrade to v2019 hoping that they had fixed this issue. It's not fixed. It's way worse.

Takes 5-8 seconds for the capture cross-hairs to activate after pressing "Print Screen" and another 3-5 seconds for the capture toolbar to appear. This is making the software almost un-useable.

Has anyone figured out a way to fix this on their Surface?

I have entered a maint ticket today and I'm waiting for a response.
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jennlibera

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  • frustrated

Posted 2 years ago

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patt_thomasson

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I see that same delay on all my devices as well (2 laptops and 1 tower system), so it is NOT just on Surface systems. It is quite annoying to find you lost a screen capture because the item disappeared before Snagit became active!
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Ronnie West

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I agree with Patt, this bug is on my PC as well. It really is annoying!
Get it sorted Snagit! please.
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AS

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Yes but pay an annual maintenance fee for all the latest and best updates!

It's almost unusable (in fact it is unusable).
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Tom Scharf

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For what it's worth, I rebuilt my PC recently and this problem disappeared, even after reinstalling all the same software.  It's some sort of Windows conflict with other software.  Unfortunately it is almost impossible for a user to diagnose what this conflict is.  It's still not as fast at Snagit 2013 was, but it is at least tolerable.  They need to work on response times.
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AS

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It took me 15 mins to get a scrolling screen cap for a web-page right... It's not just the load time to start, the drag area takes forever and is intermittent, so it becomes very difficult to achieve.
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Rick Stone

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I've noted many issues reported for scrolling captures. Curious if you have tried the Panoramic capture? That seems to be way more efficient than the older scrolling captures.
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Paul

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I agree. Panoramic is the way to go.
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Tom Scharf

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I have the same problem.  I upgraded from the version two years ago (13?) and this problem just started.  I have 2 4K displays and a 5K display.  Not sure if this is related.  But it takes over 3 seconds sometimes for this to engage and it was almost instantaneous previously.  W10 x64.

This is definitely a downgrade.  Humorously I only upgraded because the previous version's auto-updater had a horrible bug with a memory leak and excessive CPU after it ran a long time.


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Tom Scharf

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So ... In another thread someone reported a conflict with Realtek HD Audio Manager.  I removed that and performance got much better.   So you might try that.

Another crazy Windows conflict.  Not exactly intuitive that audio and screen capture can't coexist.  Not sure who's fault it is.  The HD Manager software was pretty bad and I don't need it like I need SnagIt.  Perhaps upgrading it might help, but I didn't try that.

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tporto1031

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Tom,

This is incredible, Thank you!!  Not only did disabling Realtek HD Audio Manager increase my Snag-It performance, it sped up my entire system (Windows 10, 64-bit) performance, including faster web-page loading and faster MS Excel launching  (I guess audio manager sucks up RAM as well?)

I also had trouble overall with my mouse (E.g., delayed click & drag/highlight).  I would have never thought all these problems were caused by audio manager.  I'm still in awe that after disabling audio manager, it's like I have a new PC. 

THANK YOU!!

Tom
(Edited)
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Hong

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Thank you, Tom.  
I installed 2019.1.3 today. It took about 5 or more seconds for the cursor to show up, then it took 5 more seconds to show the capture buttons after an area is selected.
Now, everything is instant after uninstalling Realtek Audio Console per your tip. 
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Melissa Bailey

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I hate that I am not the only person with this issue, but also relieved that it is not just me!
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Paul

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+1 for performance issues.  Not as extreme as others have reported, but still not good.
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jennlibera

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It's the monitors/displays. If I unplug my monitors and run Snagit on just the Surface display, it's much faster. Unfortunately I can't work without my additional monitors, so I'm out of luck. I'll be searching for a different product I suppose. It's a shame, because Snag-It has been amazing for me for years.
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will

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Same here. I'd say it's a good 5 to 10 seconds on my PC. I have 7 monitors - all HD - but I've also got 32G of RAM and two AMD 580 video drivers -- so my background processing is top tier. 

Agree fully with all comments above. The delay is a real problem in a number of desired applications / interfaces.
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trq96970

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Yeah, I have 8 Monitors, UHD, 64g ram and 3 AMD 580's. Same problem.
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Ronnie West

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So what is Snagit doing about this problem? Before others desert the software!
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chevex

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I sure wish someone would at least acknowledge this issue and let us know they are working on it.
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Mike62

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FWIW - my 4 years old PC, with Realtek Audio Manager enabled/running, I checked, it takes about 3 seconds (maybe 4 at most) to start SnagIt v2019.1.2, which is reasonable I guess.
There are some 15 icons of running apps in the taskbar.
(Windows 10 x64 32GB RAM - SnagIt is starting from SSD - NVidea GTX970)


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Keith Chisarik

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also so slow it is unusable
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Hong

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The delay of a quite a few seconds came back, thought it might not be as bad as it was before I uninstalled Realtek console.
I have found the following:
  1. I have three monitors one of which is 4K.  Turning off the 4K one solves the problem instantly. This apparently cannot be a solution. I would not avoid using a 4K monitor for the sake of Snagit. 
  2. File > Capture preferences...> Capture > make some changes to "Show magnifier" or "Simplified crosshairs" (i.e. check or uncheck either of them) makes difference.  It can reduce the delay to below 2 seconds. 
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Hong

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I have noticed that Snagit falls asleep on my Windows 10 PC, it takes a bit time for it to wake up, resume normal responsiveness.
I use simplified crosshairs.   If I do not use Snagit for 20 minutes or longer, it will take about 6 seconds or so for the capture cursor to show up.  After 2 or 3 captures, the delay is reduced to less than 2 seconds. 
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David Howell, Employee

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Regarding the performance concerns expressed here and elsewhere, what I'm hearing is that slowness is experienced in at least 3 areas: (1) when initiating a capture (like via a hotkey such as Print-Screen) - it can be slow before the crosshairs appear, (2) when actually attempting to make a selection -- it feels sluggish/jerky, (3) once the capture selection is completed, there is a delay before the image appears in the editor (assuming you have "Preview in Editor" checked).

A couple of us are starting to investigate these concerns and are having some trouble reproducing these unbearable delays (10s, 30s, 50s! for crosshairs to appear? yikes). It would be helpful if we could get some additional information from users machines which are experiencing this out-of-the-ordinary slowness. I know the number of monitors can be a real hindrance, we'll look into that, but I'm not sure at this point what other factors may be involved. The mention of the Realtek audio manager possibly being one came up, there could be others.

Anyway, if any of you are willing to work with our technical support staff, we can try to diagnose what is causing at least some cases of these performance problems. I'd really like to track these down and come up with a way to mitigate them if we can. Please contact support through the normal means (https://support.techsmith.com/hc/en-us/categories/200174548-Snagit-Windows-Technical-Issues or 800.517.3001)

-dave
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Hong

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For me, the issue is 100% reproducible as following:
1. Do not use Snagit for 10 minutes or so.
2. Have 3 monitors (more important than anything else: have a 4K monitor) connected.
3. Try to start a capture.

This problem is gone as soon as the 4K monitor is turned off.   

My hunch:
key to reproduce the problem: 4K monitor + a so-so video card (GTX 1050 with 2 GB in my case).  

I am planning to upgrade my video card.  I will report back once I do it.  

I see a big spike of shared video memory usage (0.5 GB or more)  when I do a capture with the 4K monitor connected.

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dsingleton

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In my case I have three monitors, but this is not the issue, the issue is simply 4K. With 4K res it takes 25-30 seconds from hitting the CAPTURE button till the cross hairs appear, during this time keyboard and mouse are unresponsive. One the cross hairs appear it takes about 3 seconds for them to respond to the mouse. Then every 3 seconds or so the delay repeats, move mouse, wait 3 seconds move mouse wait 3 seconds, once I click the mouse button to capture everything works at full speed till I release the mouse button then is slows down again.

If I switch all monitors to FHD (10920x1080) or less everything works fine. 
HP Spectre 16  gig ram hexacore 4k touch screen Gforce GTX video card.

PLEASE fix this I have been a strong proponent of Snagit for about 25 years now (15 of those as an MVP) where I promoted this product a lot. Now I am looking silly recommending Snagit since everyone I know uses a 4K monitor.
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Hong

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As promised, I am reporting here after replacing the GTX 1050 2 GB video card with a Radeon RX 570 4 GB video card:
The problem is gone.
My tentative conclusion at least for my case: resorting to shared GPU memory after running out of dedicated GPM memory is the culprit.
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brian.anz

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FWIW I have had the delay in bringing up the crosshairs after pressing screenprint. I have found a reliable workaround which may give devs a hint as to where the problem lies. Specifically, I have Snagit and Snagit Editor both as shortucts on my taskbar. When I hit PrntScrn, if it takes too long to come up, I simply select  the shortcut and instantly the cross hairs /(or editor if selected) will appear. I'm using Win 10 v1809 Build 17763.864, 32GB mem and an Nvidia GTX-1080
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First Last

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Try this:
1. (Snagit capture panel), "Time Delay" toggle off/on. Mine was "off", but 5 sec grayed out
2. Toggle "on", change the delay to min. 1 sec
3. Test capture: "Print Sc" - Cross hairs in 1 sec!
4. Toggle "Time Delay" back to "off"
5. Test again: Cross hairs right away!
                                   ......you're results may vary.....
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James Wilkins

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I am finding the same issue.  It hangs for a LOOONG time, then it slowly responds, but hangs again.  This is becomming unusable. I'll be uninstalling it soon and moving on to something else.  I noticed someone said it could be due to multiple monitors:
It's the monitors/displays. If I unplug my monitors and run Snagit on just the Surface display, it's much faster. Unfortunately I can't work without my additional monitors, so I'm out of luck. I'll be searching for a different product I suppose. It's a shame, because Snag-It has been amazing for me for years.
I agree 100%. That post was 1 year ago.  I guess no one there cares, so see ya. I will no longer be using this around the business office and with others. 
(Edited)
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Hong

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Check the shared GPU memory usage.  If you see a spike when you do a capture, that may be the culprit. 
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James Wilkins

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It's not the issue.  My GPU is just fine at 0-11% during a capture.
(Edited)
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James Wilkins

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I just uninstalled AVG virus scanner and now Snagit is much faster. It could be that AVG hooks into something that slows it down, or blocks it from doing something properly. Devs may wish to install AVG on a machine and debug why there is a conflict. I seem to keep having issues with it in general, including random pop up errors on another laptop, and now this compatibility issue. I'll continue to monitor the situation. 
(Edited)
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Hong

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Memory.
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a.pawlickamaule, Employee

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Hi James, 

thank you for reaching out. What are those random error messages you are seeing? What version of Snagit are you using? What compatibility issue are you referring to ? 

Best, 
Ania
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James Wilkins

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It's related to this: https://support.techsmith.com/hc/en-us/articles/203731678-Snagit-Windows-Error-Server-Is-Busy-When-Launching-Snagit (and yes, everything is up to date, so that is not the issue)
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Mike62

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FWIW...
I have had a lengthy exchange with support on this 'server busy' thing. Tried out all their suggestions / recommendations, but no luck. Whilst investigating I went a bit further than what usually may be expected from a user, using ProcMon, Process Explorer, disabling AV software, etc. No solution. I do not have any issues updating any other program. As it is SnagIt only I assume it may be something on the TechSmith server, whatever.

Anyway, I disabled 'Automatically check for updates'
(File > Snagit Capture Preferences).
With me, by default, I have 'Run Snagit when Windows starts' disabled.
It solved the issue, but you have to check for updates yourself once in a while.

No guarantees, but you may give that a try.

Good luck!
(Edited)
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dsingleton

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Please fix this.