Snagit is preventing my Windows PC from shutting down and I have to pay you to apply the fixed software fix? Is that true?

  • 1
  • Question
  • Updated 8 months ago
Snagit is preventing my Windows PC from shutting down and I have to pay you to apply the fixed software? Is that true?
Photo of simon

simon

  • 5 Posts
  • 1 Reply Like

Posted 10 months ago

  • 1
Photo of Robert R.

Robert R., Online Community Admin

  • 1465 Posts
  • 414 Reply Likes
Hi Simon;

Have you checked out our support article covering this topic? You can find it here.

-Robert
Photo of Robert R.

Robert R., Online Community Admin

  • 1465 Posts
  • 414 Reply Likes
Hi Simon;

What version of Snagit are you currently running?

@Rick

I've brought this up a few times now with Development and we're looking into some possibilities (this is by no means an admission or promise that a fix will come). Generally speaking, we do not update applications that are no longer in development (Snagit 12, Snagit 13, Camtasia Studio 8, Camtasia for Mac 2, etc.) but if we do change that for this singular instance, we would update the article I linked in my reply, so keep an eye on it (we may also update these threads).

-Robert
Photo of simon

simon

  • 5 Posts
  • 1 Reply Like
I've de-installed it but my account says 'Snagit 12 / Snagit Mac 3' but I use a PC. I've been using this software (Camtasia. Snagit) for a few years and it's great. I know $25 isn't a lot of money but I was happy with my old Snagit and don't want any new features so I don't want to upgrade for cash seeing as none of this is my fault. If I was you I'd get MS to pay for your fix - it's their os that's taken exception to it. Good luck with that!
Photo of Glenn Hoeppner

Glenn Hoeppner, Employee

  • 1757 Posts
  • 288 Reply Likes
FYI, your account page says "Snagit 12 / Snagit Mac 3" because your Snagit license is good for Mac or PC.

-Glenn
Photo of simon

simon

  • 5 Posts
  • 1 Reply Like
Thanks Glenn. Can you stop my Snagit preventing PC shut down for free or not?
Photo of Glenn Hoeppner

Glenn Hoeppner, Employee

  • 1757 Posts
  • 288 Reply Likes
I don't have anything to add to what Robert said above.

-Glenn
Photo of terry87

terry87

  • 3 Posts
  • 2 Reply Likes
I did reply and it was not very complimentary to Techsmith but my reply was not published and I guess this will not be either.
Photo of Rick Stone

Rick Stone

  • 4314 Posts
  • 1912 Reply Likes
Hmmm, I'm reading it openly here in the forum space, so it wasn't deleted.
Photo of Glenn Hoeppner

Glenn Hoeppner, Employee

  • 1740 Posts
  • 278 Reply Likes
We generally don't delete replies unless they are spam, duplicates, contain foul language or violate our community in some other fashion.
Photo of Rick Grunwald

Rick Grunwald

  • 1259 Posts
  • 865 Reply Likes
Did you read the article that Robert suggested? Have you opened a ticket? As much as I hated v12 I do not remember that problem. I have had that problem with several programs when shutting down and just clicking the shut down anyway dialog lets it ... shut down.
THis could very easily be a WIndows problem. I had it more in windows 8 and early versions of Windows 10

People here are trying to help you and you are not acting like you want to move on it. If it really bothers you, back up your datastore folder then install the trial of v2018 and see if it fixes it
Photo of Michael Bessolov

Michael Bessolov

  • 1 Post
  • 0 Reply Likes
Paying to get a fix for what is not the user's fault, even though it's just $25 - still, it feels like extortion.
Not complaing - just sharing.
Photo of simon

simon

  • 5 Posts
  • 1 Reply Like
Okay $25 isn't a lot of money - it's just that I bought a product knowing one day there might be a better product for more money. That's to be expected. What isn't to be expected is that my existing product ceases to work as it should. That's like a protection racket - where life is sweet if you keep paying but bad things happen if not.
Photo of Rick Grunwald

Rick Grunwald

  • 1217 Posts
  • 823 Reply Likes
I am not sure that is a planned thing. Many of us don't have that issue although there are a big handful who do. It may be related to system upgrades etc .. all in combination with problems in the program. They went wild after version 11 and created a Frankenstein that they are still trying to get under control.
Photo of Joe Morgan

Joe Morgan

  • 5408 Posts
  • 2817 Reply Likes
Yet, my somewhat antiquated turbo floor plan 3D from 2011 doesn't keep my computer awake at night when I try to shut it down.


In all fairness, if it did. I know ISMIDesign wouldn't fix it after 7 years if it did.

SnagIt 12 is a little over 2 years beyond it's last maintenance update. One month after windows 10 was released.

In the same light of fairness, I don't see how TechSmith can be expected to keep SnagIt 12 compatible with Windows 10 Creators updates and all these additional updates Microsoft keeps throwing at us.


Photo of Glenn Hoeppner

Glenn Hoeppner, Employee

  • 1740 Posts
  • 278 Reply Likes
Simon,

It's not clear if you tried turning off one-click as the support article recommends or not.

For the record, we aren't doing anything to break older versions of Snagit on Windows. However, Microsoft may make Windows updates that break older versions of our software. Anything that's outside of our support window isn't going to be back-updated for OS updates which break it.

I'm sorry that you're running into this issue, but because we no longer support Snagit 12, the options we have for you are limited.

-Glenn
Photo of Chris

Chris

  • 7 Posts
  • 1 Reply Like
I understand that you are no longer supporting version 12 and I'm not going to argue about that rather short support window (because I know it's pointless). But the thing is: I have paid the upgrade to version 13 (regardless of this issue) but I went back to using version 12 because the UI in version 13 is completely messed up, not an improvement at all. So the fact that you are not supporting version 12 any more is double frustrating because I paid twice for the product and it's still not working.