SnagIt for Mac scrolling window capture not working with OSX Yosemite

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  • Updated 3 years ago
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Hi,

The scrolling captures does not work in Chrome, Safari or Firefox.

The scrolling captures only the first page in Safari and Chrome, that is, it captures page 1 but does not scroll to page 2.

For Firefox, I get the error message "Unable to capture in Firefox- Snagit cannot capute the scrolling area for this website. This can occure if:
  •   The website is not compattible with Snagits scrolling capture feature or is too large
  • The Snagit AutScroll Helper extension is corrupt or disabled. Make sure the extenstion is enabled in Firefox
I deleted the Snagit AutoScroll Helper in Firefox and reinstalled it but the the same error message appears.


Please advise,
-BrianP
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Brian Prosserman

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Posted 5 years ago

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go.rishi

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I have the same issue.  According to helpdesk, this is a known issues with Snagit 2 and 3 for Mac on Firefox.  Looks like it appeared after recent a security update by Apple.  I'm using another browser for now, on Snagit 2, until a fix is identified.

-rishi 
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opaque

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A bit ridiculous that there has been no communication about this officially (unless there's a blog post somewhere I've missed) - this is a crucial feature for me, and not acknowledging is kind of like leaving users who paid lots of money for this app out to dry.
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ridgwel

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To chime in with the other Yosemite users, "When will this scrolling snafu be addressed by TechSmith?"
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opaque

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Bump!
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Barry Chertov

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I have this problem too - Trying to capture a scrolling email.
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benheman

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Have given up trying to scroll any pages on my Mac.JUST DOESN'T WORK, PERIOD!!!  I use the webpage capture option whenever possible....doesn't work all the time though. What a bummer!!!!!!
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Michael Anderson

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A recent version of Firefox broke our extension, a new version has been submitted for review and can be downloaded here: https://addons.mozilla.org/en-us/firefox/addon/snagit-autoscroll-helper/versions/?page=1#version-1.9...

If you are experiencing the scrolling arrows not showing up in other browsers (Chrome / Safari) follow the steps here: 
https://feedback.techsmith.com/techsmith/topics/scrolling_not_working_after_maverick_os_upgrade

If scrolling just simply isn't working for you, please contact tech support so we can get more information.  https://support.techsmith.com/home

Thanks
(Edited)
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tbongiorno

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I posted something to your site and did not get any replies back, can you help with that?
https://feedback.techsmith.com/techsmith/topics/snag-it-12-scrolling-does-not-work-in-ie-ff-or-chrom...
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Michael Anderson

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Best solution is to contact our tech support.  They can hopefully get the problem resolved for you and get more info to help us fix it for everyone. 

Heres the link to contact them: https://support.techsmith.com/home
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ridgwel

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Woopeee!  That did it for me, Michael!  THANKS
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benheman

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IT WORKED...THANKS A LOT!!!!
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Barry Chertov

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I just updated to 3.3.2 and I'm still having a problem. I'm trying to capture a scrolling email open in a separate Mac Mail window. It appears to scroll fine, but what is being captured is part of the inbox window (which is not part of the window that I want to capture).

However when I try to capture the email when displayed in Mac Mail's full inbox display it does work.
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Michael Anderson

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I can't seem to replicate that, but it sounds like you have your mail app setup different than mine.

Mind creating a video or something showing the setup in which it's failing?

Thanks!
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Barry Chertov

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Michael Anderson

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Thanks for the video!

For some reason the new window created by mail isn't showing up in the system window list which we use for scrolling capture which is bizarre.  In fact, you won't even be able to capture this window unless you drag out a region of it.

In the meantime I would suggest using the workaround of scrolling the content area on the right.

I'll continue looking into this, but it not showing up as a window is a sign of a system level problem.
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Barry Chertov

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the separate message window is showing in Mail's Window menu. 
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Michael Anderson

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Yeah, for some reason we aren't grabbing a window rect for it at all, so it won't even recognize it as a separate window.

http://www.screencast.com/t/eSfYGViR4Jft

I've got an idea how to fix it, I'll update when I know more.
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Oink Oink!

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Hello:

I was having the same issue, and when I went into the app's help menu (search term: scrolling), here's what it said: 

"Note: Scrolling capture is not available on the App Store version of Snagit on Mac. For an alternative method to capture a scrolling window, see Web capture (link)."

Thus, here's how to capture the entire webpage:

From your browser bar, put your cursor on the lock just to the left of URL (on the address bar), click and drag it onto (into) the SnagIt icon in your dock.

The app will automatically capture the entire page, even the areas you can't see unless you scroll.

This is actually much more simple than using the scrolling capture function.

Hope this helps!

Oink!
(Edited)
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dermod.wood

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Same issue with latest Chrome and latest plugin on El Capitan.  Come on, Guys!
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crabpaws

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Very unhappy with the lack of scrolling capture in Yosemite, as scrolling capture is the reason I purchased Snagit.

Very sorry to report your current Firefox extension has terrible reviews.

Nimbus extension for Firefox has much better reviews, 'bye-'bye Snagit, sad to say.

(It's take almost 2 hours for me to resolve my scrolling problem with Snagit. Not happy at all about the waste of time.)
(Edited)
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freediverx

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This reply was created from a merged topic originally titled SnagIt for Mac scrolling window capture not working with OSX Mavericks Beta..

SnagIt for Mac's scrolling window capture option apparently doesn't work with the OSX Mavericks Beta. Are any beta builds available for download that address this?
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Daniel Foster, Snagit strategy lead

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Official Response
Hi all - I’m excited to let you know that we released a new version of Snagit today with a revolutionary, new approach to scrolling capture. Being able to capture tall or wide content that can’t all fit on the screen is one of Snagit’s signature features. Now we’ve taken it to the next level.  

Introducing Panoramic capture, a new capture type in Snagit 4!



Since a lot of webpages (and even some desktop apps) are built differently today—with non-standard scrollbars, infinite scrolling, collapsing headers—the methods of automating a scrolling capture are less reliable.


Panoramic capture, on the other hand, is pretty much bulletproof. It captures and stitches together any content that passes through the capture area. You provide the scrolling, Snagit does the capturing and assembling. (Kind of like your camera or camera app, which is why we called it “panoramic”.) Pro tip: just like with your camera, pan/scroll slowly for best results.

So one way to think about Panoramic capture is that it replaces the custom or manual scroll methods in earlier versions of Snagit. But it’s more than that. You can do things like pan around on a map or Excel spreadsheet, capturing only the areas you want people to see, and creating an image that has the size and shape of your capture. Things you could never do before...in Snagit or in any other screen capture software.

Snagit’s traditional, auto-scrolling capture is still in the product. In fact, we made a number of under-the-hood enhancements to it in Snagit 3.3.5 that were carried over into the new version. On top of that, we fixed a bug where the wrong Chrome window was sometimes scrolled when two were open at once. And we improved the way segments of auto-scrolling captures are stitched together to give improved results.

Here's a quick tutorial on where to find Panoramic capture and how to use it: 

Read more about what’s new in this version


Try out the new version of Snagit for 15 days – download it here.

If you own a license to any earlier version of Snagit on Windows or Mac, you can upgrade to the latest and greatest for only $24.95 USD – see upgrade details here.
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freediverx

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Let me get this straight... You released a defective piece of software that failed to do the key thing it was meant to do, then you ignored the problem for three years in the midst of many angry complaints, and now you expect customers to pay for a new version that fixes the three year old issue with a clumsy kludge?
(Edited)
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Hanna Lyons

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I could not have said it better myself. Thank you. I am so deeply disappointed in Snagit. 
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Daniel Foster, Snagit strategy lead

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Hi there Hanna and freediverx - I'm sorry we caused you disappointment. It seems that there is some confusion, however, as we released three free updates to Snagit 3 in 2015 alone that fixed issues with scrolling capture that arose as browsers and other tech evolved (April, June, and August). We've also provided free tech support and have investigated and worked to resolve individual issues as they came up.

I hope you'll give the new Panoramic capture a chance...the beta testers and customers who got an early look at it found it to be quite useful!
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freediverx

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If this bug was fixed months ago, 1) why didn't you send out an email or respond to forum threads advising customers of this and, 2) why are you spamming customers with news of a newly available paid upgrade that fixes the issue?
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Daniel Foster, Snagit strategy lead

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We email customers for major releases (e.g., 2, 3), minor releases (e.g., .1 or .2) and some maintenance releases (e.g., .1.1 or .2.1). The software also prompts the user to update, assuming that functionality was not disabled by the user. Hopefully some of those methods reached you? There have been updates along the way on various of the scattered community threads but we definitely could have done a better job of merging duplicates and updating them with each release.
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freediverx

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Doesn't matter. You lost me s a customer a long time ago, and I go out of my way to share my negative experience with others.
(Edited)
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dermod.wood

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Then go and sound off somewhere else.
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Ginger Setser

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My scrolling tool is working but it does not capture the images on the webpage?  Please help!