Snagit 2018 error Video Capture Failed an unknown error occurred.

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  • Updated 1 month ago
Snagit 2018 error Video Capture Failed an unknown error occured. Video capture used to work fine and just stopped working two different Macs I own. Help please
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mark.b.stephenson

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Posted 10 months ago

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Luke Griffioen, Employee

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Hi,

So sorry about this! Do you know if you got Snagit from our website or from the Mac App Store? If you have the app store version, we have a fix coming soon. If not, or if you're not able to wait for the fix, you can contact our Tech Support team to figure out what's going on.
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mark.b.stephenson

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It's been a month with no resolution or follow up to this issue. Snagit is basically useless, if it is not going to be fixed I'd like a refund.
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Luke Griffioen, Employee

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Hi,

So sorry it's taking this long. We do have an update coming soon, and in the mean time, if you turn off system audio recording, that may help. The system audio component we have been using up until now does not play nice with the latest mac hardware. If that's still not working, You can reach out to our Tech Support team, they've been able to get some other folks up and running again, at least with system audio turned off. Once the update is out, everything should be working again. I will make sure to post here when it's available.
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nina

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How do we 'turn off system audio recording'??
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Luke Griffioen, Employee

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Hi,

Before you start recording a video, you'll want to click the speaker icon so that it turns gray.

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mark.b.stephenson

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I have the app store version, I'll keep a look out. Thanks for the prompt follow up.
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Joy Newbould

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I am working on High Sierra still and have this problem with the trial version of snagit 2019. My last snagit version was 12 which I have put into trash and then emptied trash. How do I find remnants of old snag it's to delete ? as this was the suggested resolution in another thread.
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Luke Griffioen, Employee

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Hi,

I would open a ticket with our Tech Support team, they can help you delete the old files.
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Luke Griffioen, Employee

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Hi,

We pushed a new AppStore version last week that should have much more stable video recording. Let us know if you're still running into issues.
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Dylan Marks

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I have the latest version of Snagit 2019 from the Mac App Store and am still running into crashes when recording video. I'm trying to use Snagit to record long videos for an online class but I just got 30 minutes through my lecture and it crashed, losing everything. 

Is Snagit simply not designed for recording longer length videos?
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Luke Griffioen, Employee

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Hi,

So sorry about this, I would open a ticket with our Tech Support team so they can help you out.
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Rai Mo

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Hi Team I have Snagit 2018 App Store Version and I am also getting the unknown error while recording,does that mean I have to buy new version 2019 for it?
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Luke Griffioen, Employee

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Hi,

I would open a ticket with our Tech Support first, they may be able to sort things out with your current version.