Snagit 2018 continual re-installation (repetitively asks for an .MSI)

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  • Problem
  • Updated 6 months ago
  • Solved
  • (Edited)
Dear Sir or Madam, and anyone else who might have had this similar issue.

Snagit 2018 suddenly stopped working on my Machine (Windows 10 Professional). Every time I attempt to start Snagit 2018, the following message is displayed;

  • "The feature you are trying to use is on a network resource that is unavailable."
  • "Click OK to try again or enter an alternative path to a folder containing the installation package "snagit.msi" in the box below".
  • The textbox is prefilled with the "User Source" as: "C:\ProgramData\TechSmith\Updater\Installers\".

No matter what I do next, the "installation" fails.
  • The path, "C:\ProgramData\TechSmith\Updater\Installers\snagit.msi" cannot be found. Verify that you have access to this location and try again, or try to find the installation package 'snagit.msi' in a folder from which you can install the product Snagit 2018.

I don't know why I am being asked to install Snagit. I thought it was already installed.

I have re-downloaded my Snagit 2018 installer, and run it as a repair installation. The problem still persists.

I have uninstalled an earlier install of Snagit 13 (which worked perfectly), and attempting to repair/reinstall Snagit 2018, which failed.

I have still been unable to record video via Snagit 2018 (although Snagit 13 worked fine).

I have been unable to complete my documentation task due to Snagit 2018 deciding to throw a wobbly and stop working.

I have downloaded various installation packages from the Snagit website, and have tried to run them or provided them to the "Accessing the feature....." crappy dialog box but I am told that the snagit.msi file that I have obtained cannot be used.


Can I get a refund?
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mike

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Posted 9 months ago

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mike

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Resolved by Techsmith Support - super fast, thanks for your assistance.

The solution was to clear the existing Techsmith Snagit registry keys and re-install as below:

Let's try resetting your registry to see if that helps. Since all profiles will be deleted, right-click and export any custom profiles you will not want erased so you can import them again afterward:

I would like you to do the following.

-open your task manager (ctrl + alt + delete) and click on the Processes tab and make sure SnagIt32.exe, SnagItEditor.exe, and SnagPriv.exe are not running in that list.
-hold the windows key down on your keyboard and hit the R key to open the Run Window. Type regedit and select OK to open the Registry Editor.
-browse to HKEY_CURRENT_USER\Software\TechSmith\SnagIt and delete the "SnagIt" folder.
-Here is a short video showing the process: http://www.screencast.com/t/l4CoRZIBwlYw
-try restarting SnagIt and see what happens
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Rick Grunwald

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I have had that issue. You will probably need to contact tech support as Snagit does not always uninstall easily. 
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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Geoffrey Chambers

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Extremely disappointed. The "fix" above did nothing. I have a newsletter that needs to go out and now I've lost a precious day - or night since there's no tech support until tomorrow. What caused this?  
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Rick Grunwald

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They are open now. Be prepared for a lot of steps. I had that issue and it took a long time to get it fixed over the phone. I am surprised they have not addressed ths
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Robert R., Online Community Admin

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Hi Geoffrey;

The most common cause we have found often revolves around 3rd party applications such as security applications and in some cases, backup solutions, as they make changes to the installation files of Snagit (note, Windows Updates might even do this, especially when going from Windows 10 version 1709 to Windows 10 version 1803, as those are major updates). When that happens it causes the program to throw errors like this because the core files are now different. In many cases simply running the Snagit installer so it has elevated privileges (right-click on the Snagit Install file and choose 'Run as Administrator') can address the issue. When that fails we would need to open a support ticket so we can grab log files that show us what application / service on the computer is altering the installation of Snagit.

Have you opened a support ticket yet?

-Robert
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Rick Grunwald

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Tech support told me (at the time) there was an issue with the installer.. Even after completely removing snagit, running the installer would prompt for a repair which did not work
It took several reboots with new items being found and deleted until it finally installed correctlu
I am only adding this for the next person who might run into this. in case running the installer again fails