SnagIt 2018, I can no longer detach surface book screen

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Since upgrading from 13.1 to 2018, I can no longer detach my surface book screen.
I presume that it is something to do with a file path pointing at the SD card (which is in the keyboard part and not the screen) but I cannot find it anywhere in the preferences.
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justin.lawless

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Posted 2 years ago

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larry.posluszny

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Interesting, I didn't think of this being a SnagIt problem. I experienced the same thing but I blamed it on my Windows 10 Creator update. The new windows update prevented my Surface Book stylus from working. Microsoft recommended reverting back until they fix the problem. I automatically assumed it affected my ability to DETACH my screen as well.I reverted back  to previous version of W10 and the pen (and screen) started working. I am telling you this in case SnagIt turned out NOT to be the problem.PS, When I reverted back to W10 snagit was automatically deleted from my harddrive. 
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patt_thomasson

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Not sure if it's related but after installing SnagIt 2018 and then saving a capture to disk and closing SnagIt Editor, I could not move the folder that those screen shots were saved to. So I remove those saved captures from the Library (leaving them on disk) and still I could not move that folder. I had to exit SnagIt totally so the ability to move the folder was available. If you were to quit SnagIt, I wonder if you would be able to remove the screen?
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Alan O'Bryan

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I just purchased and installed SnagIt yesterday (I assume it's the most recent version) and my brand new MS Surface Book 2 will now not detach from the keyboard. It says that I must first close SnagIt Editor even though my Program Manager says that it is not running. Any ideas how to fix this?
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steve

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Same issue.
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larry.posluszny

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I had the same issues AFTER I upgraded to Windows 10 Creator. This is a known W10 issue. Microsoft recommended to revert back to previous windows version. I since reverted back Snag-it AND Computer are working fine - waiting on solution from Microsoft before I update windows.
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Alan O'Bryan

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I can't really revert...brand new computer.
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vla7

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I'm having the same issue with the surfacebook 2.  I use snagit and then want to detach the screen to mark up with the surface pen and it tells me that I'm unable to detach and must first close snagit.  Even though snagit is already closed it gives me this message.  I have to restart in order to be able to detach my screen.  Snagit becomes useless if I have to restart everytime I use it.
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vla7

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Ok, interesting.  I re-opened snagit and exited this time by clicking on file - exit instead of clicking on the "X" and it worked.  It now allowed me to detach my screen.
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Robert R., Online Community Admin

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Official Response
Hi all;

I just wanted to pop in here and let everyone know that this is something that we are investigating and we'll update when we have more to share.

-Robert
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Robert R., Online Community Admin

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Hi Steven;

I have yet to hear any news on a fix for this, but I can follow up with the development team to see if there is any information on the topic.

Thanks for commenting!

-Robert

-EDIT-

Made a few mistakes in the thread, referring to the wrong version, edited for clarity.
(Edited)
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notasaint

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That would be great. I am using the work-around that you provided previously and it is working but it would be nice to be able to re-enable the editor to run in the background for performance reasons.
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johanvanmierlo

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Besides the undocking the screen on my Surface Book the screen flickers as well. When I exit Snagit in the Tray it all stops. The flickering and I can detach again.
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Aleksi Autere

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Any updates to this issue?
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Patrick Loftus

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If you have Snagit set to start on boot, just the Snagit service loads, not Snagit Editor.  Once you do a capture, Snagit Editor is loaded into memory and stays there.  It is Snagit Editor that prevents the detach function.  I have always assumed it was a screen overlay issue (I have that little docked capture thing on the side of my screen).  I did experiment with killing Snagit Editor via the task manager.  The moment Snagit Editor closes, the detach icon is restored.  I don't detach my screen often, so it is a minor inconvenience.  But it started with the 2018 version and it did it on my surface book 1 and now the surface book 2, which I have only been using for about 2 weeks.  Both are running Fall Creator Update, so maybe it is an win issue.
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Ward Mahowald

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Here is my theory:  If you initially start SnagIt Editor while the Surface Book is attached to the base, I am guessing that SnagIt starts up using the GPU (which is in the base).  You therefore can't detach the screen because the GPU won't be accessible to SnagIt once detached.  If you exit SnagIt Editor (fully kill it by "End Task" in the task manager), then the screen detaches no problem.  You can re-start SnagIt editor once detached, and now it starts up only using the integrated graphics in the screen - all is well now, you can attach and detach as much as you want without issue, I assume because it is no longer relying on the GPU to run.  This seems to happen with other software that uses the GPU as well.

If SnagIt had a way to "disable hardware acceleration" (or some option to tell it not to use the GPU at startup up when attached to the base), seems like it would solve this issue.
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David

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Yes. The problem is that the GPU is being used and there is no way to tell SnagIt to not do that. I tried (via the Nvidia control panel) but it doesn't solve the problem.
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minelson33

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Is there an update that will correct this issue?   I just paid to upgrade to this version and am very disappointed by this behavior.   I detach all the time throughout the day.

-Mike
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Robert R., Online Community Admin

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Hi Mick;

Can you confirm the full version you are running? The reason I ask is because this issue was addressed in Snagit 2018.0.1 and later; you should not be running into the issue if you've updated to the latest version.

If you are running into it and are on 2018.0.1 or later, we will need you to open a support ticket, where we will need to get log files and video of the issue happening.

Thanks!

-Robert

-EDIT-

I have edited this comment as I was incorrect; I had mistaken this for a different issue.

We are still investigating the cause of this and once we know more we'll update this thread.

-Robert
(Edited)
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nick.hallwood

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I'm using 2018.0.2 and have this issue.  Do I need to log a support ticket?  Has this issue been reintroduced?  I'm using Windows 10 Pro version 1709 build 16299.125

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minelson33

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Same for me.
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David

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It seems the problem is that SnagIt wants to use the Nvidia GPU in the base. This is at least one reason why the base cannot be disconnected. I've tried telling the system to only use the integrated GPU (via the Nvidia control panel) but this does not fix things (and it's not guaranteed that the system will listen... it's a mere suggestion).

So it could be there is something going on in SnagIt that makes Windows think it can only use the Nvidia GPU. Just a guess... 

Anybody with this problem using a Surface book WITHOUT the Nvidia graphics? If they don't have the same issue, I think that demonstrates this is the root cause.
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larry.posluszny

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All of my past Surface Books issues have been resolved with the latest Windows 10 v1709 (Creators Edition) with Features update. Just updated this week and no issues.
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Bernie Pfister

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Yesterday I had the same problem, today it works. All I did was that I deleted 0kB files which were in my library from years ago. Not sure if that helps, it helped me anyway.
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NelsonCJones

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Problem still persists. I am using a Surface Book 2 i7 15" with GPU. Has any progress been made on this yet? 
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Josh Sage

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I'm still experiencing this issue as well. We intend to buy more surface book 2's for our office and we all use this software.  Please advise.
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pete

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Just got an update - 2018.1.0 (64Bit) Build 775 Jan 25  2018 - still the same problem :(
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Matt Archer

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We are running a fleet of Surface books and have had to move away from SnagIT because of this issue.  Very disappointing how much of a low priority this was considering how easy it was to replicate.
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Hansang Bae

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Yes, would appreciate these being looked at.   While I can use the task manager to kill Snagit Editor, it is getting rather annoying.
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Andy Glew

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I am also suffering the "SnagIt Editor prevents Surface Detach" problem.

Error box (wouldn't it be nice if I could paste the screen snipping, made with SnagIt, here?):

---

Please resolve before detaching

The following may need to be closed in order to detach.
Any unsaved changes will be lost.

SnagIt Editor.

---

This is with SnagIt 2018, on a Microsoft Surface Book (with Performance Base). Windows 10, of course, updated nightly.

I recently upgraded from SnagIt 11.  I never suffered such a problem with SnagIt 11.

This problem does NOT always occur.   Right after reboot (which is usually what I have to do to detach and reverse my screen) I can detach and reverse the screen.  However, it does NOT always seem to require that I have used SnagIt before this problem occurs.

NOTE: I am NOT trying to use the Surface screen detached as a tablet without the keyboard.  Instead I am reversing the screen, from conventional laptop clam-shell mode, which I use while walking around, to "reverse laptop mode" - which I use when docked at my desk, with an external keyboard.

Killing SnagIt Editor via the task manager does NOT always fix the problem.

---

I just uninstalled SnagIt 2018 and reinstalled SnagIt 11.   The problem does not occur or at least I cannot reproduce by simply using SnagIt to take a screen shot, editing, and then exiting. In fact, I can detach the screen even while Snagit Editor 11 is open.

--- 

I just uninstalled, and reinstalled SnagIt 12.  The problem does not occur or at least I cannot reproduce by simply using SnagIt to take a screen shot, editing, and then exiting. In fact, I can detach the screen even while Snagit Editor 12 is open.

===

That SnagIt 11 and 12 work, but SnagIt 2018 does not work, on the same, most recent, version of Windows 10, implies that the problem is with SnagIT and not Windows.

I suspect that SnagIt is keeping a graphics context open unnecessarily, since the Surface Book requires the GPU in the base to be idled before detaching.  Or that SnagIt is not responding to a signal that says that it should close GPU contexts.
(Edited)
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Patrick Loftus

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I tried using the Nvidia control panel to force Snagit Editor to use the Integrated Graphics video, but that did not help.  I was able to add Snagit Editor to the list of programs and then select Integrated Graphics.  However, once I did a capture and Snagit Editor loaded, the detach function was disabled.  Perhaps the Snagit Service also needs to be forced to Integrated Graphics.  Anyway, I have spent too much time as it is trying to drill down why this is happening.   Guess we are waiting for the next update to solve it.
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mark

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Same issue here... any idea on an ETA for this?
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notasaint

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I'm curious at this point... when was the last time we had an actual SnagIt support rep respond to this thread to give us an update?

It would be nice to know (be notified) that something is being done to work through this issue.
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Robert R., Online Community Admin

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Hi there!

We're still working on getting a fix out, though I do not have an ETA for it at this time. Once I know more this thread will be updated.

-Robert
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notasaint

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Thanks for the update.
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Arthur Alter

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+1 On This one. Need a fix.
Thanks.
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Phatcat

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Yes, a bit annoying as Windows only calls out Snag It.  I can get around it by exiting the application first, then detaching. 
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steven

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Robert,

It's been 4 months with no resolution. Based on the thread with 20+ replies for users with the same issue, how come this is still an issue that can't be resolved? are we expected to wait until the 2019's version hoping that this will get resolved then? I have been purchasing multiple versions of snagit for the last 7 years. First time that I'm having an issue, being extremely surprise that customers are not being taken care of for a paid software with multiple users stating the same problem.

Thx.
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KEStay

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Robert, I have had to uninstall Snagit from my Surface Book because of this.

Snagit's response time on this issue is unacceptable. I would be interested in what development work took priority over Microsoft's flagship product's headlining feature being broken by Snagit for *half a year*.

In my opinion, this is the laptop SnagIt's developers should be targeting above all others. It represents where the OS developer thinks laptops are going.
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David

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Yep, they really blew it with this update. And nobody cares. We get lots of "blah blah, fixed in an upcoming update, blah blah..."  And I've also reported that if one "checks for updates" in the application, it just spins and never does anything. Also no fix/response for that issue. 

I've spent over $1000 on SnagIt over the years (updates, multiple copies for business, etc.) and love the product, prior to this version. Looking for alternatives as I feel burned on this update (that I paid for and is markedly worse than the previous version).
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roslynsteverson

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I've been dealing with this issue for 4 months now. I believe out is the reason my SurfaceBook2 won't start up without being plugged in even when the battery is fully charged. Been a huge Techsmith product supporter for many years. This is EXTREMELY disappointing. Have no choice but to uninstall software.
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Patrick Loftus

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Is the SB2 detached when you are booting it up?  I rarely use mine as a tablet, so I have zero experience with that. 
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Ward Mahowald

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I believe your "SurfaceBook2 won't start up without being plugged in" problem might not be related to Snagit.  I experienced that same very frustrating problem nearly every time I tried to turn it on for about 2 months and finally found this procedure which immediately and completely fixed it:  https://support.microsoft.com/en-us/help/4036280  Scroll down under the Surface Book section, follow the "two-button shutdown process" exactly - hasn't happened a single time since I did this.

BTW, if that doesn't work for you, try searching for "surface book sleep of death" - there is a lot of info on this problem and maybe something there will help you debug it.
(Edited)
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notasaint

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While I understand that there is supposed to be a fix in the works I have to admit that I'm very disappointed with TechSmith and the lack of priority associated with this issue that is now almost a 6-month long ongoing issue for us.  I have stopped using Snagit for general screenshots completely and now I'm only using it when I need to mark up the images for clarification. This is a big change for me. I would always have Snagit open and use it exclusively prior to this issue even when some of the tools provided by Microsoft were faster.

Just a quick FYI for those of you that don't know: The keys SHIFT + WINDOWS LOGO KEY + S will allow you to select a region on your display that will be copied to your clipboard and then pasted into appropriate applications/email.

-michael
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David

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And this hotkey is free and doesn't cause you to not be able to detach your screen on your Surface Book. Amazing. How did they do it? 
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Rick Stone

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Interesting. I just tried that hotkey. Took a really long time and my screen dimmed and finally provided selection crosshairs. I selected and nothing seemed to happen. No indication of a copy or anything. Then suddenly and spontaneously Windows appeared to be logged out and the sign in screen showing waiting for my password.
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David

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Pretty odd... after the reboot/relog in, did it work? I've been using this for a long time (when I don't need to edit anything). 
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Rick Stone

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Yea, I got logged back in okay. I'll have to try again later. I'm also beta testing some other software and who knows. Maybe it was related to that.
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adoorn

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Disappointing: Just install version 2018 and now I have this problem too. Please provide a fix!

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