SnagIT error 123 after 1709/1803 update

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  • Updated 3 months ago
  • (Edited)
We use the MSI installer for SnagIT 18.1.0 and have run into the following behavior during both the Win10 1709 and 1803 updates. Enterprise environment...

The solution is easy but does indicate a flaw in the MSI.  I would suggest you have your installer build process reviewed, I am am guessing its a simple setting during builds.

Problem: After updating Windows 10 to 1709/1803 launch of SnagIT will start a MSI repair, which can be normal.   Though if the original MSI does not exist in the same location/path it was installed from you will get the error "Error 123. The filename, directory name or volume label syntax is incorrect."   If the MSI file DOES exist in the original location, the repair will complete properly and app will open.

Cause:  This is caused by the registry entry below being removed during the update and SnagIT properly trying to fix the issue but since the repair doesn't appear to use the cached copy of the msi (c:\windows\installer) it only looks for the original location which most likely is gone for any number of reasons (usb drive, file clean up etc).

Path: HKLM:\SOFTWARE\WOW6432Node\Microsoft\Windows Media Foundation\ByteStreamHandlers\.gif    Entry: {0EC66815-7C3A-48B4-9A5E-4E4257BBD39C}  Value: "AnimatedGIF Source ByteStreamHandler"


TEMP Solutions:
  • Create the entry above and SnagIT will not need to repair to being with.
  • Copy MSI to same path you originally installed it from (if you remember).
  • Uninstall and then reinstall.

Perm Solution:  Have the MSI use the standard caching location for repairs.  A repair should ALWAYS work even if the original msi file has been removed.  We generally see this issue with certain msi customization, which is to be expected but never with only the vendor provided MSI.
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TwinSp1re

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Posted 5 months ago

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Nicholas Rich, Employee

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Thanks for reporting this issue TwinSp1re!

I've passed your information along to our development team to assess and address.

Best,

Nick
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thomas

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I have similar error on my machine
Windows 10 Pro 64-bit Build 17134

Faulting application name: snagiteditor.exe, version: 18.1.1.924, time stamp: 0x5aaa64e5Faulting module name: AnimatedGIFSource.dll, version: 1.0.0.3, time stamp: 0x59dfce10
Exception code: 0xc0000005
Fault offset: 0x000000000000138a
Faulting process id: 0x13ac
Faulting application start time: 0x01d401fdc857f757
Faulting application path: C:\Program Files\TechSmith\Snagit 2018\snagiteditor.exe
Faulting module path: C:\Program Files\TechSmith\Snagit 2018\AnimatedGIFSource.dll
Report Id: 59595aff-57c2-4950-9642-85f8e29c504e
Faulting package full name: 
Faulting package-relative application ID:
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jhdunk

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I just upgraded to Windows 10 update 1709 and got the message: The feature you are trying to use is on a network resource that is unavailable. Click OK to try again, or enter an alternate path to a folder containing the installation package 'snagit.msi' in the box below. 

No .msi was used to install Snagit.

What is Windows looking for?
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gbeauw

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I just got W10 1803 jammed into my Lenovo P50 and now I get the same problem.  First off, why is W10 even having to "configure" Snagit2018 at all???!!!!  Second, I too only have the .exe installer, no .msi.  No what do I do??? TechSmith???
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Robert R., Online Community Admin

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Hi gbeauw;

As jhdunk mentioned, the issue is often caused by the Windows update breaking the Snagit shortcut. While uninstalling/reinstalling can address the issue, you can also simply recreate the shortcut. If you go to C:\Program Files\TechSmith\Snagit 2018\ and locate Snagit32.exe and double-click on it, Snagit should run. From there right-click on the taskbar icon and choose "Pin to Start" and/or "Pin to Taskbar" to recreate those shortcuts.
-Robert
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jhdunk

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Good question and I have no answer to it. As near as I could figure, the Windows "update" caused the Snagit shortcut to be broken. The brutal solution was to uninstall Snagit and reinstall Snagit because a repair did not resolve the issue. There were also other unplesantries due to the Windows update.