SnagIt creates a giant mouse cursor on macOS Sierra

  • 7
  • Problem
  • Updated 4 months ago
  • Solved
  • (Edited)
SnagIt 4.0.4

Using the new macOS Sierra beta (yes - I know that this is a beta and likely to have problems, and that's why I'm reporting a problem so it can be looked into)

When doing a screen capture, the mouse cursor suddenly inflates to about 5000% its normal size.

See:


Clearly a bug... but whether it needs to be addressed in SnagIt or in the OS is unclear.  It appears to be behavior triggered by SnagIt, because it doesn't occur under any other scenarios.
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Katherine R.

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  • unconcerned

Posted 3 years ago

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Jack Fruh, Champion

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Hi Katherine, 

 Under System Preferences, Accessiblity, Display, is "cursor size" on "Normal" or do you use a different setting?
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Katherine R.

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This isn't a general system issue... it only occurs when a screenshot is started.  Here's a video.  (Also shows the accessibility settings... two for one.)

http://www.screencast.com/t/PTQ0YJUaxwz
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Luke Griffioen, Employee

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Hi Katherine,

This is one of the issues we tried to address in 4.0.4. It's possible the previous version of the helper is running, can you try restarting the Snagit helper in the menu bar?
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Katherine R.

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This does seem to be resolved after restarting the helper.  (Why is it not restarted by the updater?)
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Luke Griffioen, Employee

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Glad to hear it's working now! We'll look into why the updater is not properly restarting the helper.
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Jack Fruh, Champion

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Would it also have been started with a reboot?
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Katherine R.

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It would have been... but the 4.0.4 update didn't come out until after the Sierra update, and I really don't ever reboot my system unless I absolutely have to.

$ uptime
 14:11pm  up 5 days 23:34,  5 users,  load average: 2.20, 1.76, 1.84
The only reason it's 6 days is because that's when the update was released.  Normally it's easily a month or more.  (And yeah, it's a laptop, not a desktop.)
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customerperfection

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Is version 3.3.7 going to be made stable also with Sierra? I have huge cursor problem too on my Mac.
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Glenn Hoeppner, Employee

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Sorry, but there are no more updates planned for Snagit Mac 3.
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kevimajor

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So I guess I have to upgrade now from 2.3 also, huh?
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jason.dore

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Also happens for me with Snagit 3.3.5 and macOS Sierra.   Seems a little unfair to force everyone to buy anew.  
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Yolande Y.

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I am running 3.3.7 on Snagit Mac 3. Disabling cursor capture gets rid of the giant arrow cursor. It's a viable workaround for me now to delay buying version 4. Might work for other people too. 
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Katherine R.

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Jason - it's "unfair" to expect software developers to continue supporting old versions when new operating systems change functionality.  There's a reason that 4.0 exists - new functionality and continued support for updated systems.

They supported it while it was available, but SnagIt 3 was discontinued before Sierra was even announced.  If you're opposed to updating software, you should apply that logic to all software, otherwise things are going to break.
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jason.dore

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Its a good point.  I work in industry myself.  I don't mind paying to upgrade for features.  I was just disappointed that an OS upgrade broke it, this doesn't normally happen with OS X.  Yolande's tip is useful to me and at least allows me to upgrade all our staff's Macs without an unplanned expense. 
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Jack Fruh, Champion

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I had this issue once with snagit, and it was because I had increased the size of my mouse cursor using OSX's "Accessibility" Preference panel in system preferences.

You may want to check to see if you've done that on yours, if so, resetting to the default might help.
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Stacey Harmon

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I too am experiencing this issue with version 3.3.7, and Mac OS Sierra 10.12.1. I checked my mouse cursor size in the accessibility preferences and it is set to normal. I tried restarting the helper and it didn't fix it. Is there another way to get this fixed? I am purposefully trying to capture the cursor in my screenshots for some training images I am creating and this is mucking it all up.
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santiago

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Having the same issue. Giant cursor and, for some reason the capture image is not aligned with the "canvas" that Snagit selects. I think it might be a display issue with retina displays:

Here's what I get 




And this is how snagit is shown with the capture not aligned with the canvas:
Notice how the canvas it a selection in the top right of the image and the actual capture (with the giant cursor) is in the middle of the window.

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Luke Griffioen, Employee

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Hi,

Both the cursor issue and the canvas misalignment issue are fixed in our latest version, 4.0.7
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santiago

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Downloading it right now. Thanks!
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santiago

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And it's fixed, thanks again!
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Stacey Harmon

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Luke - Thank you for the information. Prior to posting this, I did check to see if there was a Snagit Update available via the "Check for Updates" button in the app. This is what I got:  

I had no idea a new version was available. Maybe something to pass along to the dev team? Thanks for the solution. Purchasing my upgrade now. 
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Dr. Pratik Desai

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Have been facing the same issue here. Why should I buy version 4 and trust a product which couldn't provide support for a major bug in its previous version? Should I keep buying latest version if techsmith can't fix bugs?
(Edited)
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Katherine R.

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I already addressed this on your other comment, but the problem isn't the software.  It's that you upgraded the OS underneath it and it's no longer compatible.

TechSmith can fix bugs, and they did fix this bug.  They fixed it in the supported version.  v3 isn't supported on the newer OS versions because it had already been superseded by v4.  If v3 had still been the current version when this had occurred, I'm sure they'd have fixed it in v3... but it wasn't.  v3 isn't receiving bugfixes anymore.  v4 is.
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BoomieXOX

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It's a year later and I'm still getting the same "You're up to date" message on my 3.3.7 version. If there are bugs with your older version why aren't you alerting us that there are updates to purchase? I had no idea there was an update till I read through these posts.
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Blake Freeman

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My version is showing the same as Stacey above, "current" at 3.3.7. When I try to upgrade from the website, it wants me to pay $24.95. I've already paid for a license once. What's going on?
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Katherine R.

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Your license only covers a single major version (3.x).  Upgrading to 4.x requires a new license.
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Blake Freeman

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Is there no fix for a major defect in a previous version?
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Katherine R.

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The problem only exists on a version of macOS which isn't supported by 3.x.  Sierra is only supported by 4.x.

If you want to continue upgrading your OS to the newest versions, your software needs to be upgraded to support those same OS versions.  Old software always eventually stops working as things are upgraded.
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Dr. Pratik Desai

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Basically, buy a new version, every time there is a new Mac OS. Wow.. It is like a subscription service. Around 25$/year. For just a simple screen capture software.
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Katherine R.

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If you don't like your software breaking, then don't upgrade it.  Any of it.  That includes your OS.  Software developers are not required, nor should they be (speaking with 20 years of experience here), to maintain old versions of software just because you wanted to keep upgrading your OS.

It works on the OS it was designed for.  It broke when you changed the OS and the OS changed things which made it incompatible.  That's not TechSmith's fault.

It's not "like a subscription service" in the slightest.  You got your software.  You can use it forever on the OS it was designed for.  You can even use it on the OS it wasn't designed for – it just means you have to live with the bugs that crop up because of it.
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Dr. Pratik Desai

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You are right. Thanks for letting me know the business model and ethics in Techsmith. This also reminds me that I need to send flowers to the software development teams of all other 99 software that are still working after OS upgrade and still provide the bug fix for major issues.
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rmwillemsennewsletters

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I'm having the same issue - this was initially fixed on Sierra by restarting the helper, but just yesterday it started happening to me again. If someone could take a look that would be super! I use and recommend Snagit constantly.
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Luke Griffioen, Employee

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Hi,

What version of Snagit are you seeing this with?
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Daté TETEGAN

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This reply was created from a merged topic originally titled SnagIt version 3.3.5 (78049) creates a huge mouse cursor on macOS Sierra.

Hi,

i'm working on Mac OS SIERRA 10.12.3 (16D32).
When i try to capture a screen, Snagit it display a huge cursor like the one you can see below



Is it a way to fix it ? without having to updgrate ?
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Chris Larson

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Hi Daté,

macOS changed how the cursor works in 10.12 Sierra. We have fixed it in the most recent version. If you don't want to upgrade at this time, there are a couple options:

1. Like cmac said, there is the option of deleting it after you capture.

2. There is also the option of not capturing the cursor at all when you capture. This is accessible through the OneClick Capture Window:



If you don't have that on, you can turn it on here (even just temporarily to turn on this setting):
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mark

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So I was experiencing this problem on 3.x.  After reading this, I paid $24.95 to upgrade to 4.1.2 on the Mac.  It's still happening. Any solution in sight?
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Luke Griffioen, Employee

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Hi Mark,

This is the first report we have heard of this problem existing in 4.1.2. Are you seeing it with new captures or your existing ones taken in 3.x? Old captures won't be fixed with the upgrade, those you will have to resize manually. New captures should work though.
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mark

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Indeed, it still does it. However, your workaround of not capturing the cursor AT ALL has solved my problem (and I wish I'd known about that). Feel free to email me directly and I can give you whatever information you need to reproduce it - and thanks for making Snagit a great product!
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Bob Mathews

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Thanks @Luke -- I installed 4.1.4 this morning. Previously had both issues described above, but with 4.1.4, they're both cleared up.
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Kevin Handy

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Solution: System Preferences>Accessibility>Shake Mouse Pointer to locate - this is checked by default. Unchecked and the problem disappears.
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Kevin Handy

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Solution: System Preferences>Accessibility>Shake Mouse Pointer to locate - this is checked by default. Unchecked and the problem disappears.
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christophe.gondet

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Hello,
I tried every thing written in here but problem still present.
Have you got an other solution ?



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Luke Griffioen, Employee

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Hi,

This issue happens with Snagit 3 and macOS High Sierra. Unfortunately Snagit 3 is not supported on this version of macOS, so you'd need to upgrade to Snagit 4, or our latest version Snagit 2018. More information on upgrades can be found here https://www.techsmith.com/snagit-upgrade.html.
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herrpressey

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Luke is correct. I'm running Snagit 3.2.3 on a 2011 iMac running High Sierra. (These Macs are incredibly durable. Love it!)

Here's my solution: Undo Capture Cursor in Snagit under Preferences/Capture/Capture Settings.

I don't need the cursor in most of the screenshots i take (and I use Snagit all the time.) If i do need a cursor, I use the arrow...

Cheers.