Snagit for Mac is a poorly designed product

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  • Updated 4 weeks ago

I purchased Snagit about 3 years ago because on paper it looks quite like the swiss army knife of screen capture tools for Mac. 

However, I can tell it's a poorly designed/maintained piece of software. It isn't unusual for it to crash/hang. If often feels sluggish.

I don't think people who supervise the user experience actually pay attention to the details enough. For example: when I customize the toolbar there's a pull-down menu for "icon only". Other apps allow you to also choose "icon and text". Why even bother having this pull-down menu when there is only one option?

Also, when I tick the "Use small size" box, nothing changes.

Are you guys paying attention?

Disappointing. There are hundreds of 1-time fee applications out there that do a better job. This is disappointing because I have paid for the major Snagit upgrades hoping that it had improved. You would think they'd do a decent job of improving this app. But no.

Please fix these issues and hire someone who actually pays attention not only to performance but to the UI.

ADDITIONAL NOTE: This is the second time I had to type this message because for some reason the pop-up login window hung in Safari so now I'm using Chrome.  THIS IS EXACTLY what I’m talking about. It seems over at TechSmith it's all about quantity (money) and not enough about quality. 

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xavierp

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  • upset

Posted 4 weeks ago

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Luke Griffioen, Employee

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Hi,

Thank you for your feedback, we're so sorry that you're not happy with Snagit. I will attempt to address each of your concerns as best I can.

What version of Snagit an macOS are you running? In general, the latest versions will have the smoothest experience.

For crashes, hangs, and performance issues, are there specific workflows that seem to cause these? If you do see them, please let us know so we can get crash logs or process samples to figure out why it's not performing well for you.

For the customize toolbar, if you have Snagit in light theme both options are there, but in dark theme there's only one option. The reason for this is that we added dark theme before Apple did, and text on toolbar items did not work. Once we drop support for macOS 10.13, we will be able to use Apple's theming and have both options in dark theme. As for the "use small size" option, our icons are currently the smaller size, we don't have a larger size option. It used to be hidden, but it looks like Apple changed how that sheet works, so we'll need to fix that again. Thanks for pointing it out!

So sorry about having to type this twice, I have run into that as well on this site. Unfortunately this site was made by GetSatisfaction, so TechSmith doesn't have any control over how it works.
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xavierp

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I do appreciate you replying.

About the customize toolbar issues: You're telling me that you tried adding the dark theme early on and it didn't work. So why didn't you fix it back then? And now you're waiting on Apple to do something before things will "maybe" work properly? 

About the "use small size" option: You are confirming what I complained about in my original message. Why would you have that option if it's not an option? Makes no sense. Fix it or nix it. No?

I have no idea who or what GetSatisfaction is. From a user's perspective, I use this platform to communicate with Techsmith. I don't care (nor should I) what tools you used or if they work or don't work. If this is not working, use another tool/platform. Or communicate to GetSatisfaction and ask them to fix it.

Sorry but these all seem like excuses.

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Luke Griffioen, Employee

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We added dark theme about 4 years ago, and everything worked except for text labels on the toolbar. This is actually the first complaint we've gotten about it since then. We're not waiting for Apple, we just have to stop supporting macOS 10.13 in Snagit otherwise those users will lose dark theme completely.

Sorry if I wasn't clear, we did remove it, but some recent change to the OS made it come back, and you're the first to point it out. I have identified the cause of the issue and we will get a fix out for that soon.

I didn't mean for it to sound like an excuse, but we can definitely reach out to GetSatisfaction.
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Tony Coty

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Luke, with all due respect to you and your courteous way of replying, but TechSmith DOES have control over how this page works!!! TechSmith is the client, and GetSatisfaction. (whoever they are) is the seller or provider! TechSmith calls the shots and tells GetSatisfaction what they desire and not the other way around. If TechSmith wont take responsibility for contracted forum page, then they wont take responsibility for all the damn bugs we have had to deal with!!! Luke, it's time TechSmith owned up and took responsibility for their goofs, and as Xzavierp stated, this is a long standing issue which does nothing to create good customer relations or put faith in any new versions of their product!!
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rob macleod

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I will second this perception.  We are paying for ongoing support and so we expect ongoing responses and improvements.  The last time I had a problem, the solution was a massive removal of files and uninstallation, then starting from scratch again.  This is not the sign of a well crafted and maintained piece of software.  After all, this is not the Wild West (or East) of Linux; Mac and Windows OS's are relatively stable and well-known environments so we have a right to expect solid performance and stability.  
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Jack

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xavierp what other mac apps do you recommend?