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

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  • Updated 6 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 2 years 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, >>>

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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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Rick Grunwald

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I think I would give them a chance to roll out a patch after they identify the leak. It may not take a paid upgrade to fix it and it probably won't happen today

I posted above how to shut it off until they get that far if it is making a problem.
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Neville

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I posted this update here because instead of them saying "We recently fixed this in 2018 and we're planning to fix it in v13", they instead only mentioned in their reply that it's fixed in 2018. Obviously there is the possibility that they'll fix it in v13. But they didn't say that in their reply, which they very easily could have.

They're very lucky to have users who rush to their defence and give them the benefit of the doubt, when it would have been very easy for TechSmith themselves to already remove any doubt by simply replying in the way I've suggested they could have.

I already worked around the problem myself by disabling the task in Task Scheduler. But it shouldn't be necessary to do that. Not to mention that other, non-technical, users will not necessarily know how to do that and likewise shouldn't be expected to do that.
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Rick Grunwald

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So you don't need help. I didn't get that from your post. That's why you were offered a work around. SHOULD you HAVE to do it? No one said that and a work around is by definition a band aid to use until a real fix is in place or more accurately a process that allows you to continue your work even if it is less than ideal.
People jumping to their defense? If that was aimed at me, search out my posts
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Neville

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Rick, thanks for your input.

We both agree that one should not have to use workarounds for bugs such as this -- the developer should fix them. In this case, I've had to use a workaround because TechSmith have not yet fixed the bug in v13. That they didn't choose to even give any indication of whether they plan to fix this in v13 is what I was highlighting in my update to this post.

Like I've said previously, I already used my own workaround which was to disable the task in Task Scheduler. The main purpose for my post is to make others aware of this serious bug in Snagit 13. My thinking is that if more users looked in Task Manager to see what Snagit 13 is doing to their system, and if there was more awareness of the problem, then there would be more pressure on TechSmith to fix it.
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Rick Grunwald

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They won't fix v13. It should get fixed in 2018 the current release. (Techsmith can correct me on that) It may be already fixed as they seem to have renamed the service
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Rick Grunwald

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That is a screenshot out of task mangler
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Brian Ottaway

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Wow. From what I see in the thread, this, in my opinion, is a terrible response from TechSmith. I have purchased 3 or 4 versions for myself and spurred most of my team members to do the same over the years. Below screenshot is what I see on a recurring basis...ever expanding memory leak...I stopped it at 2.4GB. The occurrence today: I am on a VOIP conference call and the computer fan starts screaming, screen share drops, and voice connection garbles. What could be the issue...Snagit. This has occurred on two separate laptops with different OS builds and memory configurations, over the past 2-3 weeks. 

@TechSmith: an appropriate reply to a community thread would be: 1) empathy (this sucks), 2) gratitude for paying customers, 3) recognize the issue (we understand it and fixed it in v2018), 4) address the v13 issue (link to work around fix). 5) another dose of empathy and gratitude. 

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Neville

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TechSmith closed my support ticket saying they won't be fixing version 13. So, basically, they poisoned the final update to version 13 with a massive memory leak bug and now expect their customers to pay for version 2018 to get the bug fixed. Forcing upgrades in such a manner is highly unethical.
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Rick Grunwald

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Brian ... I am not seeing a techsmith response on this thread. I told Neville that I don't believe Techsmith will fix a bug in v13 and that I am not seeing it in v2018 but then again I may not be TRIGGERING the memory leak if it is still there
If you are on snagit 2018 and still experiencing the leaks PLEASE post here and contact support 
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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.
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jasonboche

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Same problem (Snagit 13.1.6 build 8025 July 20 2018) here and it's beating the shit out of my SSD for hours and days on end. Basically until I notice my new computer is unusually slow and I look down at my feet and see the SSD activity light permanently on. I've been a loyal customer of SnagIt and purchased several versions but this is bad and I refuse pay for bug fixes.

Jason Boche
(Edited)
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Olemartin94

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HOW HAVE YOU NOT FIGURED THIS OUT YET?1 YEAR? I like sangit but i really annoyed becuse of this issuse, and im probebly going to remove this system off my computer.