Snagit 2019 Crashing. Video Capture Failed, An unknown Error has occurred.

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  • Updated 1 month ago
I am on a Mac, Snagit 2018 was fine, now I have upgraded to Snagit 2019 it seems very buggy. Sometimes it works, mostly it does not. I am referring to the video capture feature. Is this a known bug, do you have a work around or FIX.? 
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ray_ccss

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  • Frustrated

Posted 11 months ago

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Dave

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I am having similar problems on Windows 10, after the latest 2019 upgrade. My main problem is with normal capture, and scrolling window capture. Snagit crashes and then the hotkeys and Capture button will not work. It becomes unusable. I had to revert to 2018 version to be able to take captures to complete an assignment. Not good enough for an upgrade release.
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pjonesCET

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I have various Crashes doing different thing in SnagIt 2019 using Mac Mojave 14.1  It has kept the screen shot I took so I didn't have to do over.  No near as stable as 2018 was. 
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Luke Griffioen, Employee

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Hi,

Sorry about the crashes! I would open a ticket with our Tech Support team. I can't speak for windows, but on Mac, we're seeing a lower crash rate for 2019 than for 2018, so hopefully support can help you figure out what the issue is. With video it's often some external hardware or audio software that we're not aware of.
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pjonesCET

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I am sending the Crash Reports when Shows 2019 Crashing some I've told what I was doing.

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Catherine Azzarello

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How do we get the crash reports. It's been crashing like crazy on my new MBP w/Mohave. Everything is up to date.
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Luke Griffioen, Employee

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Hi Catherine,

So sorry about the crashes! I would open a ticket with our Tech Support team, they can get the reports and help you figure out why it's crashing.
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snphinfo

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My iMac gets so locked on these crashes that I have to reboot the computer so I can't even generate a crash report - is there a fix? I just upgraded this week so working on a current version?
(Edited)
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Luke Griffioen, Employee

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Hi,

So sorry about the crashes! Is this with version 2019.1.1? If so I would open a ticket with our Tech Support so they can look into why this is still happening for you.
(Edited)
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ray_ccss

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It’s has been fixed by a very helpful Snagit tech support guy. Snagit has a fundamental flaw with its upgrade process. in so much it does not clear down old versions whatsoever. I have been using Snagit since 2014, and the Snagit tech support guy found six or seven old versions. Once he cleared those down, the problem went away. So this is a self inflicted wound by Snagit, not a third party or external problem.
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pjonesCET

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I used a Utility that works somewhat like Find File and I found at least three  SnagIt Folders.  I don't know which one to keep.
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Joy Newbould

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Im having this problem with video using High Sierra and snagit 2019 trial version. My last snag it was 12 and that worked fine - just succumbed to techsmith emails persuading me to upgrade!! Can anyone offer further help?
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Tina L. Johnson

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I'm on Mac Mojave and Snagit 2019 is continuously crashing.  Is there a fix in place? The application doesn't stay open long enough to check on an upgrade. Please advise.
Thanks,
Tina J.
(Edited)
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Luke Griffioen, Employee

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Hi,

Sorry about this! We've released a patch that should fix the continuous crashing issue. You can download it here https://www.techsmith.com/download/snagit/
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g.acworth

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2018 was working fine now my workflow is screwed because I supported Techsmith by updating to 2019. On a iMac with Mojave and can no longer capture video. :(
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pjonesCET

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I no longer have Snagit 2018 application, installed but have all these SnagIt folders in the system.
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jhaehl

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I am also having issues capturing images, the screen just freezes my whole machine for up to a min. and will not allow me to do anything. This issu occured since I upgraded to Mojave. 

(Edited)
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Luke Griffioen, Employee

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Hi,

What version of Snagit do you have? The screen freezing should be fixed in 4.1.10, 2018.2.3, and 2019
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youngjey

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I am having the same issue when I try to capture photos on Chrome using Snagit 2019. Everything freezes on my Mac and I have to do a hard shut down.

This happened with 2018 version, but I was able to install an update that fixed the problem. Updated (PAID update, mind you!) to 2019 and it is happening again. When I check for updates, it says there are no updates available. 

I am running Snagit 2019.1.0 on Mojave 10.14.2. My chrome is up to date. Any suggestions? I am considering asking for a refund and reinstalling the 2018 version. 
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Luke Griffioen, Employee

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Hi,

2019.1.0 has the same fixes as 2018.2.5 so it should not be freezing anymore. Can you check that Google Chrome is selected under System Preferences> Security and Privacy > Automation > Snagit 2019?

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Luke Griffioen, Employee

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Hi,

Video and audio capture should be improved in our 2018.2.5 and 2019.1.0 updates, let us know if you run into any problems with these new versions.
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tinabyrne

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Just purchased Snagit 2019 for my new Windows 10 laptop - crashes every time trying to capture video - says audio doesn't initiate.  Have repaired the install, updated my windows, reinstalled - nothing helps - please advise.

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Rick Stone

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I had issues with SnagIt and video on my own Windows setup. What support did was to suggest updating my video card drivers. Once I did that, my problems went away.

Then Windows did its magical endless feeling update. And after the update, I had issues again. Once again, after I updated my drivers, the problems disappeared.

So try looking at the manufacturer's web site for your video card and update the drivers.

Cheers... Rick :)