SnagIt 2019.1.0 crashes on Windows 10

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  • Updated 2 weeks ago
  • (Edited)
SnagIt crashes randomly when I take capture, or when I tried to save capture. Suddenly my laptop just show blank screen and restarted when it crashes. Not even a blue screen normally. But today, a blue screen pops up, even though only for few secs, I managed to get the error message: "Video TDR Failure".

It happens randomly (not all the time, but success capture may only be like 10-20% of the time, so they often crashes).

How can I fix this?

My laptop spec is:
- Windows 10 Pro
- Gigabyte Aero 15w-v7 (i7 7700HQ, GTX1060 6GB, 16GB, Samsung 970 Pro 512GB)

I have updated all drivers including the graphics card driver to the latest version. The SnagIt version is 2019.1.0 Build 2653.

This never happens prior to 2019 version. I'm thinking to downgrade to 2018, but if there's any solution, I want to try it first.
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hendrachristian

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Posted 1 month ago

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Rick Grunwald

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It could be drivers, resources and a tom of  other things but unless someone chimes in with your exact specs and a fix that worked for them, this should go to support
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

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Ed Covney

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Hi - This is going to sound disheartening, but . . if you look up Intel's errata report(s) for your processor, (search "Intel i7 7700HQ errata") it does list at least 4 conditions (no fixes) under which a missed data connection between your video card and processor results in a hang. Since your "hang" is a black screen, Windows isn't / wasn't aware.
Before giving up and going back to v2018, when it occurs again, do a "hard" shutdown (push & hold the power button for 6 or so seconds. Then turn it back on. Repeat as necessary for the rest of the day. Hard re-cycling off & on, alerts Intel and MS that you're having a problem and between them find a work around  "fix".
You can also search for Intel firmware updates ("Intel Intel i7 7700HQ firmware updates") which are normally delivered through Windows updates - if Windows is aware that you may need it.
If you have the time, please take notes of what you try.
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Melissa Bailey

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I am also having this issue with the latest upgrade to SnagIt. It's crashing my computer, hanging up every other program that's running and when I try to "repair" it through Windows 10 settings, it's hanging up forever. ARGH

Dell Precision T1700, Intel i7-4790 CPU @ 3.6 ghz, 64 bit OS, Intel(R)  HD Graphics 4600
(Edited)
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Ed Covney

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Melissa - Rt-Click [Start], and click "Command Prompt (Admin)". Now type "chkdsk /f" without the quotes. 
You can also try to un-install snagit and re-installing it. How up-to-date is your anti-virus? Anti-Malware?

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hendrachristian

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I think I might have just fixed the issue I had.

I fixed the issue while looking for another fix for crashing in Apex Legends game. And since this fix, it hasn't occurred. Hopefully it will stay like that.

https://answers.ea.com/t5/Technical-Issues/Apex-Legends-crash/m-p/7442359/highlight/true#M5999

The Error basically occurs due to response delay of graphics card if graphics card can’t respond within few seconds Windows disables It to prevent system from crashing. 

1) Go To Windows Search

2) Search Regedit

3) Right click and select run as administrator

4) Open HKEY_LOCAL_MACHINE/SYSTEM/CurrentControlSet/Control/GraphicsDrivers

5) Right Click And Select New In Windows Registry

6) Select DWORD (32-bit) Value [YES, even if you are on 64 bit OS]

7) Type TdrLevel (Write it exactly T and L should be capital)

8) Double click on TdrLevel

9) Make sure value data is 0 (this basically turn off TDR)

10) Now restart your pc

Done! problem solved

Since my issue had to do with TDR, I thought they maybe from the same problem, and sure enough, it works.

Hopefully this solution helps anyone with the same issue I had.
(Edited)
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Ed Covney

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Problems with GPU v CPU?
hendrachristian found something very interesting. Background:
https://www.pugetsystems.com/labs/hpc/Working-around-TDR-in-Windows-for-a-better-GPU-computing-exper...
and from Microsoft:
https://docs.microsoft.com/en-us/windows-hardware/drivers/display/tdr-registry-keys

(TDR = Timeout Detection and Recovery)

Rather than mess with your registries, I've written and tested 3 registry update files. See: https://drive.google.com/drive/folders/1m18MvFp9qPtcWwh5Oii2lOW3Do180vun?usp=sharing

1) SetTdrLevelOff.reg  - Turns TdrLevel  detection off 
2) SetTdrLevelAutoRecover.reg - Turns TdrLevel detection to Automatic Recovery
3) SetTdrDelay.reg  - Sets TdrDelay to 2 seconds (recommended)

Simply place the 3 files in a folder. Double clicking them updates the registry.  2 and 3 work in tanden - (3) defines the delay, (2) tells windows to auto recover after 2 seconds.
(1) turns off TdrLevel detection - renders the other two useless.

If you have a newer video card, you likely don't have a TdrLevel or TdrDelay specified in your registry. If you do experience troubles (hangs) dbl click on (2) and (3). 
You can later turn delays [OFF] or [ON] by dbl clicking (1)  or (2).  


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hendrachristian

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At this point, pretty sure the TdrLevel fixed my problem after few more snagit usage. (I even intentionally try removing the TdrLevel, restart windows, launch snagit, take capture, brought to snagit editor trying to save, then boom blank screen and blue screen afterwards, and tried putting back the TdrLevel and it works again).
(Edited)
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Ed Covney

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For as often as its needed you should probably always have it turned on. Those of us who don't need it, (forgiving hardware combinations) should enable it too - as there is no downside. Since it appears you always need it, you may want to set the delay to 1 second. and save yourself 1 second on each use.
BTW, this was very timely post as I'm in the middle of researching the "Hardware Abstraction Layer" (HAL) and modern CPUs and GPUs bypassing HAL for a performance boost and the at the root of this comm fix. 
Actually, TS should consider installing the TDR in every installation of Snagit and Camtasia - both GPU dependent. How wonder how many problems could be avoided?