Snagit Editor 2020 will not open

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  • Updated 4 months ago
I recently installed Snagit 2020 onto a Windows 10 Pro machine with build 1809. The editor will not open. When checking task manager, the process continually changes from a running state to suspended and then eventually closes itself.

I've tried uninstalling and re-installing the program, removing registry entries after uninstalling the program, changing graphic properties on my NVIDIA card, and numerous compatibility options within Windows. The editor will not open. Snagit 18 worked fine, so I'm not sure what is different with 2020.
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dexterwinkler

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  • Frustrated

Posted 5 months ago

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Joe Morgan

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Sounds like a good time to get Tech Support involved.

This is a Free Service............... 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

Regards, Joe






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dan

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I installed 2020, but the 2019 version loads after reboot.  The Snagit installer apparently does not check for a prior version?  I would expect the installer to be more intelligent, like ask me if I want to keep the old version, or better, simply uninstall it before installing the new version.
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Ed Covney

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Also consider you are more than a year behind on your Windows 10 updates.
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dexterwinkler

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Deleting the data store and allowing it to rebuild itself fixed the problem. Data store is located at %localappdata% Techsmith-->Snagit. Deleted the Snagit directory after making a copy of it.
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Dave Catlin

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Tried this - not sure if I did it correctly, but it has made no difference.  Problem exists.
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Mike Bowen

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Same thing happened to me and removing that folder (data store folder) didn't do anything for me. Yes, the first time I've taken maintenance and just as well, because now I've had to use it. Still annoying that the installer does not prompt to remove the old versions. 
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Dave Catlin

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Yes,  I left the weekend free to create my conference presentation.  Aghh!  I've been sent a solution by support, but I do not have time to check it out until I get back.  Here's what they've said:
For this one, since the Editor is not opening on your end, can you try clearing the registry for Snagit? These are the steps that you can follow:-open your task manager (ctrl + alt + delete) and click on the Processes tab (Windows 7 only) and make sure SnagIt32.exe, SnagItEditor.exe, and SnagPriv.exe are not running in that list. On Windows 10, you may need to click More Details at the bottom.

-hold the windows key down on your keyboard and hit the R key to open the Run Window.  Type Regedit and select OK to open the Registry Editor.
-browse to HKEY_CURRENT_USER\Software\TechSmith\SnagIt
-Right-click the Snagit folder and choose Export, and save it to your desktop. This is your back up.
-Once the Snagit folder has been backed up, right-click on it in the registry editor and choose delete
-Here is a video showing the process: https://www.screencast.com/t/b2zjEvl2x
-try restarting SnagIt and see what happens

If the issue still persists after clearing the registry, can you try reinstalling Snagit 2020 for 32-bit using this download link:
http://download.techsmith.com/snagit/enu/32bit/snagit.exe
Hope this helps.



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dexterwinkler

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That was what I initially tried before the solution that I posted here. Did not work for me.
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alcpower

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dexterwinkler's solution worked. I made a copy of the snagit directory and renamed it. Then, I deleted the directory called Snagit. Then, I installed Snagit2020. After the program installed, a new Snagit directory was recreated automatically, which did not have my previous screen captures. These old screen capture files were located in a sub-directory inside Snagit (the old, renamed directory) called DataStore. I copied all the files inside this directory to the equivalent directory, DataStore, in the new Snagit directory. The other procedure I did previous to what I just described didn't work by itself (I don't know if this must be done or not). This was the registry deletion described; with the video. It looks like dexterwindkler mentioned this as well. Thank you dexterwinkler! 

(Edited)
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slenehan

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Confirmed that Dexterwinkler's solution worked. I tried a few variations because I'm stubborn, but here's what I did:

  1. Uninstalled Snagit 2020.
  2. Created a copy of the Datastore directory (saved it somewhere else on my PC):
    C:\Users\*user*\AppData\Local\TechSmith\Snagit\DataStore
  3. Deleted the entire Snagit directory from:
    C:\Users\*user*\AppData\Local\TechSmith\
  4. Reinstalled Snagit 2020.
  5. Copied the data from the saved Datastore folder (Step 2) into the new Datastore folder:
    C:\Users\*user*\AppData\Local\TechSmith\Snagit\DataStore
  6. Rebooted my PC.
  7. Launched Snagit Editor.
The end result was:
Snagit 2020 opened just as expected and had all of my previously captured images available to use.

Thanks Dexterwinkler!
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masakowitz

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I too am having an issue with Snagit 2020 editor not opening. Please advise on a fix. I have uninstalled and re-installed and from what I read the clean registry doesn't work either.
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dexterwinkler

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This was the solution that worked for me:

Deleting the data store and allowing it to rebuild itself fixed the problem. Data store is located at %localappdata% Techsmith-->Snagit. Deleted the Snagit directory after making a copy of it.
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Rick Stone

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Hi all

I'm not sure if this will help, but I posted this possible solution in a different thread where the editor wasn't appearing and it worked for some there.

Perhaps the issue is that the editor IS actually opening, but is placed off the visible screen.

To check for and correct this condition, try the following steps.

1. From the main SnagIt capture window, click the option to open the editor. This step ensures the hidden Editor window has focus.



2. From the keyboard, press Alt+Spacebar. This step should cause the Window menu to open. Of course, if the window is hidden, you won't actually see anything.

3. Press the M key. This step should select the Move item from the Window menu. Of course, again, if the window is hidden, you won't notice anything.

4. Press ANY of the four arrow keys. This step should cause the window to behave as if you are clicking the title bar with the mouse. 

5. Wiggle the mouse around a bit. At this point, if the issue WAS with the window being off the visible screen area, it should magickally make a dramatic re-appearance into the visible area of the screen.

Cheers... Rick :)
(Edited)
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Dave Catlin

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This is what I got from support - it worked (one issue - I'm not sure how but I'd downloaded 32 nd not 64 bit version):
-open your task manager (ctrl + alt + delete) and click on the Processes tab (Windows 7 only) and make sure SnagIt32.exe, SnagItEditor.exe, and SnagPriv.exe are not running in that list. On Windows 10, you may need to click More Details at the bottom.
-hold the windows key down on your keyboard and hit the R key to open the Run Window.  Type Regedit and select OK to open the Registry Editor.
-browse to HKEY_CURRENT_USER\Software\TechSmith\SnagIt
-Right-click the Snagit folder and choose Export, and save it to your desktop. This is your back up.
-Once the Snagit folder has been backed up, right-click on it in the registry editor and choose delete
-Here is a video showing the process: https://www.screencast.com/t/b2zjEvl2x 
-try restarting SnagIt and see what happens

If the issue still persists after clearing the registry, can you try reinstalling Snagit 2020 for 32-bit using this download link: http://download.techsmith.com/snagit/enu/32bit/snagit.exe
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jhadfield

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After going back and forward with 'support' team and getting canned replies each time I searched snagit 2020 won't open and this thread came.  @SnagIT it is either  deceitful or incompetence - you haven't acknowledged that you have an issue with your product when you very clearly do.  FIX THIS and apologise to your users. 
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Kevin.heiman

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Adding to this request.  I pay maintenance every year so why am I having to do registry edits and loosing history.  Please fix your product.  So far these hacks have not solved y situation.
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john_waber

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I can also confirm that Dexterwinkler's solution worked, although technically I followed the instructions itemized in Slenehan's posting.

There's something in that subdirectory (C:\Users\*username*\AppData\Local\TechSmith\Snagit)  that messes with launching the Editor.

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slenehan

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I'm glad it worked out. One thing I noticed afterwards is that the capture dates for all of my previously captured images had changed to the install date. I didn't expect that, and it's kind of a pain, but at least I have them back.