Snagit 13 processes are orphaned and the GUI is completely lost

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  • Updated 2 years ago
Almost a year ago I raised an issue with TechSmith to report an issue whereby the Snagit processes become orphaned and the Snagit GUI lost completely, when any program restarts the Windows shell.

I've been following up on this with Support to try to find out why there has been no progress on fixing this serious bug after such a long time.

Today Jason L responded to me, saying that TechSmith has "higher priority items that we are working on at this moment".

I'm interested to know what are these higher priority items than this bug where the Snagit processes are orphaned and the Snagit GUI is lost completely?

Request #266190 is the latest ticket on your system concerning this matter.

Maybe Chris Larson would care to comment?
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Neville

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Posted 2 years ago

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Paul

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Hi Neville

Having trouble understanding this one.  Can you describe a typical situation in which this occurs please?
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Chris Larson, Snagit Technical Product Manager

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Hi Neville,

I looked over the ticket and I think I have a decent idea of what you're talking about. Basically you installed an app that required explorer.exe to restart. Typically apps will ask you to reboot your machine instead of restarting explorer because it can cause issues like this.

Like Jason said, we do have higher priority issues at the moment.

We have to take into account several variables when choosing which defects to work on. Like: the rate of occurrence (very low here because it is very uncommon to have to restart explorer.exe), the severity/annoyance (certainly high in this case because Snagit disappears), recoverability (a restart should fix this issue, if not killing Snagit and restarting it), and data loss (not really a factor here as far as I can understand).

Some examples of defects that would get worked on before things like this: workflow bugs (hits a lot of people very often), startup crashes (can't ever get to the product), and data loss crashes.

We do still have this on our backlog, but like Jason said, don't have a timeframe to commit to it at the moment. Sorry you're hitting this. :(
(Edited)
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Paul

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Right so now I understand why we get that suggestion to close all apps before installing a new one,  a prompt that we all routinely ignore :)
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Neville

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@Chris Larson

Some applications don't ask before restarting explorer.exe. They go ahead automatically, with the expectation that properly designed Windows applications will recover just fine from a restart of the Windows shell. And this is true -- try restarting explorer.exe yourself, as per the instructions in the original ticket I logged for this, and I bet you'll notice that all of your other applications will handle the situation just fine and that only Snagit is badly affected.

Furthermore, sometimes explorer.exe crashes (this happened a lot in the early days of Windows 10 for example, but still happens from time to time, especially with buggy video drivers from NVIDIA and AMD). Windows quickly restarts the shell, and I bet most users hardly even notice, but users of Snagit will be affected when explorer.exe crashes because Snagit will disappear and most users won't know to go into Task Manager and kill the processes and then restart it.

Basically, the summary is that Snagit has been badly engineered that it doesn't get this fundamental thing right, a thing that the vast majority of other Windows applications get right.