Snagit 13.1.5 - TechSmith Updater runs in the background using hundreds of megabytes of RAM

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  • Updated 7 months ago
I've got Snagit 13.1.5 installed on my laptop and my desktop. On both computers, Snagit is logged in to my TechSmith account. In Preferences, I've set it to not check for updates automatically (i.e. the option called 'Automatically check for updates' is unchecked.)

However, every couple of days when I notice that more system memory is being used than expected, I go into Task Manager and I see that 'TechSmith Updater' is using up hundreds of megabytes of RAM.

If I kill it and/or reboot, the same problem comes back again later. The exact same problem happens on both my laptop and desktop. I believe this is a bug introduced recently, either in version 13.1.4 or 13.1.5.



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Neville

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Posted 12 months ago

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Rick Grunwald

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The real answer is to open a support ticket 
I would shut down snagit, find that file and rename it (put an underscore in front of it so you can find it again easily) then start snagit and see what happens.
That is what I wold try. That is not advice as it might be really bad advice although you can go back and rename that file again
If you want to play it safe you can Submit a ticket

       https://support.techsmith.com/hc/en-us/requests/new

Or call, >>>

 Toll Free: 800.517.3001 (U.S. & Canada Only)

8:00 AM to 7:00 PM EST Monday through Friday

Chat Support Hours.

You can reach the “CHAT” Support Team for assistance from

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Neville

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Yes, I've already logged it as a support ticket as well. I've posted it here too so that others can know about the problem.

By the way, the longer it runs, the more memory it uses. So there are 2 bugs here: firstly it shouldn't be running at all because I've disabled automatic updates, and secondly there is a massive memory leak.
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Neville

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Support have replied that they know about the problem and that it's fixed in version 2018. Well, what about users running v13? Surely it should not be necessary to pay for an upgrade to fix a serious bug that TechSmith has just recently introduced into the product.
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Brian Ottaway

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@Neville: Driving customer upgrade via poison pill defects is more than just unethical. Upgrades driven by new features = OK. Upgrades driven by subscription model = OK. Actively pushing a defect to the field, not so much. 

@Rick: My observation above is on v13.1.5, which I purchased (v13.x) March 21, 2017. I have previously purchased v10, v11, and v12 too...yet, I am not too eager to pay for v2018 if this is the new TechSmith practice. (TechSmith standing by their product for less than 9 months from purchase?)<>(or, worse, pushing customers to a new subscription/maintenance model by pushing a poison pill "update"). Alas, for the benefit of the thread I will buy the v2018 update and post my findings.
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Rick Grunwald

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I am not sure that they are introducing anything to force an upgrade although if it came in on a patch I would HOPE they released a patch to fix it even though there is a new version out. That just makes business sense to keep customers happy

Someone CAN get to all past releases and get the one before the one with the memory link. 
Current Full and old version can be downloaded either via FTP (copy and past the address into your browser) or from the web page

ftp.techsmith.com / ftp://ftp.techsmith.com/

https://www.techsmith.com/download/oldversions?_ga=2.170230752.1324885211.1502135048-196233863.14978...
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Brian Ottaway

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@Rick: I don't presume the push was intentional...seems very unlikely...just a glaring verification miss that should be corrected. Thx for the participation...makes me feel better about blowing so much time on a low priority task. :)

For background, see the below from the software License: (90 day warranty). From prior experience on a global digital SW store, I know these limitations haven't held up in courts very well...at least in shorter time frames.
Limited Warranty. TechSmith warrants (the "Limited Warranty") that: (a) the Software will be in good working order for a period of ninety (90) days from the date of receipt; and (b) any hardware accompanying the Software, if any, will be free from defects in materials and workmanship under normal use and service for a period of one (1) year from date of receipt. Some states and jurisdictions do not allow limitations on duration of an implied warranty, so the above limitation may not apply to you. To the extent allowed by applicable law, implied warranties on the Software and hardware, if any, are limited to ninety (90) days and one year, respectively.
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Rick Grunwald

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There are so many holes in that verbiage ... 
But one of the developers just chimed in so things are looking up
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sgarcata

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Techsmith seems to be all about squeezing every last dime out of its customers.  Really ticks me off. There should be a reasonable upgrade option for current users.
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Brett, Developer

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To help diagnose the problem, could you please answer some questions? I'm hoping that we can find a root cause and at a least a workaround for this problem.
  1. Do you have multiple versions of Snagit installed currently? For example, 11, 12, and 13?
  2. Did you ever have an older version of Snagit 13 installed like 13.0.2 or earlier?
  3. If you open your Windows Task Scheduler, do you see anything related to TechSmith or Snagit?
To view the Task Scheduler, I used the Windows search bar to search for "Task Scheduler". On the left side of the Task Scheduler application, I saw a tree control like a folder picker. I saw a scheduled task named "TechSmith Updater" under "Task Scheduler (Local) > Task Scheduler Library". If you see this, right-click and disable it and then reboot your computer. That may be a workaround to fix this problem if my hunch is correct. Getting to this information could be different on different versions of Windows, so please let me know if these steps don't work for you.

Thank you in advance for helping us out.

Screenshot of where I found the scheduled task...
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Rick Grunwald

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I know that you guys can't be in here all day but thanks for showing up for this guy.
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Brian Ottaway

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Yes, in Task Scheduler, the "TechSmith Updater" application is listed. If I disable it, this should prevent the issue from occurring....but, it doesn't really solve the problem does it? Wouldn't this leave Snagit without an auto-update service?
(Edited)
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Brett, Developer

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In recent versions of Snagit (I think 13.0.3 and later), we have stopped creating this scheduled task. Snagit itself is what triggers the update checks all of the time now. We maybe could have been better about making sure this scheduled task got cleaned up, but that would change behavior for other versions of Snagit that are currently installed. This should no longer be in issue in recent and future versions of Snagit if older versions are not already installed.

In older Snagits, it looks like the auto updates should still work when Snagit starts up even if this scheduled task is removed. I think it checks every two weeks in those versions of Snagit.
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Brian Ottaway

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Got it. Thx. I have made the change and will monitor for recurrence. 
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Brian Ottaway

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I complete the disabling of the TechSmith updater scheduled task. I didn't notice anything in the short time window I gave it....as I decided to upgrade to v2018 (despite upgrading to v13 only 9 months ago). Today, entering the second day running v2018, my fan started screaming....and sure enough, the TechSmith updater was at it again. 

Just now I went two further steps: 
1) fully "deleted" the TechSmith updater scheduled task. 
2) Deleted the updater files:
-Hold down the Windows key on your keyboard and then hit the R key to open the run window
-Type the following and then hit enter:  %programdata%\techsmith\updater\
-delete all of the files there
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Brett, Developer

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Hey Brian and Neville, we have looked at this issue a bit more and just have not been able to reproduce it ourselves. It's obvious that there is a problem though and we would like to dig into it further. Posting on this site doesn't sound like the best way to proceed if there is going to be a lot of back and forth with questions and answers.

I am going to contact you through email shortly. If it's alright with you, I'd like to continue this conversation there. If we make progress on what is going wrong, I can of course update information on this post for the benefit of others. If you don't have the time to talk about this further, that's completely understandable.
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Rick Grunwald

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pikelet

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Hi,

I'm having this problem with one of my users as well. Has TechSmith made any progress with this issue?
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Vernon

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I am having the same problem.  Did you get any response? Looks like they have buried this issue.
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Rick Grunwald

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I am not having the issue on v18 but the solution was posted here
Open task manager and find the offending program, usually the updater.
Totally close down snagit from the task manager so that nothing is showing ... updaters, snagit, the editor etc. 
FInd that file in the program directory and rename it with*say) an underscore so it goes to the top and yo can rename it back if needed
Restart Snagit

You can always contact support if you don't like this solution
You can Submit a ticket

       https://support.techsmith.com/hc/en-us/requests/new

Or call, >>>

 Toll Free: 800.517.3001 (U.S. & Canada Only)

8:00 AM to 7:00 PM EST Monday through Friday

Chat Support Hours.

You can reach the “CHAT” Support Team for assistance from

 6:00 AM to 9:00 PM ET, Monday-Friday

 Saturday from 12:00 PM to 4:00 PM ET.
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Brian Ottaway

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+1 to Rick. 

My only solution was to delete all of the updater files and upgrade to the new v2018. When they changed the update function from stand alone application to wholly integrated with the main app, they should have done a more graceful transition....nonetheless, some of us were left in purgatory and have to manually get out. :)
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Rick Grunwald

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Glad you are fixed. Just for anyone coming on this thread in a search ... just because one of us is not having the issue does n ot mean that you are not having a Snagit problem on your configuration. I had SEEN the issue in earlier builds but it never got too excessive ... just high usage that didn't interfere.
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John Federico

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I'm having the same issue here.  13.1.5.  Techsmith updater just keeps running and sucking up memory.