Snagit Mac 2020 Editor Won't Open!!

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  • Updated 2 months ago
Hey guys,

I am fed up of Snagit to say the least. I submitted a ticket and even the support can't figure out what's wrong so let me try to see here if anyone fixed the same issue I keep having.

So i've been a pro member of Snagit since 2018. The 2018 one worked perfectly, I would use the screenshot tool in the top bar of my Mac and then the editor would open so I could edit and save, all good.

Now, I paid for the Snagit 2020 (I have Mojave OS system which is supposed to work) and got the key. So i've downloaded the app, cleared all the .plist files, deleted old Snagit files (.snajproj), restarted my computer, etc and no matter what I do the editor won't open. I've right clicked to try to open a random and snajproj file in Snagit and it makes that sound indicating nothing can open. Even when I click the file>new in the top bar with Snagit selected on mac it doesn't even let me take a screenshot now it's all light-gray buttons (meaning I can't click anything).

Guys, at this point I want a refund but I will hold out for one more time to see what you guys suggest. I have tried everything and even though I can take a screenshot from the toolbar tool once I click "open editor" it just opens and closes right away in a split second, every time!
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TheProteanGirl

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  • fed up

Posted 4 months ago

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SactoBob

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Just in case it's a permissions issue, have you tried the repair procedure in Snagit preferences?

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TheProteanGirl

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Thank you for your reply, yes i've tried this unfortunately. Nothing happens.
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Francisco A F Reinaldo

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me too.
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hayliebarnes9

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It is very informative and helpful to me. I admire the message valuable information you provided here. 
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TheProteanGirl

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thanks :)
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Luke Griffioen, Employee

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Hi TheProteanGirl,

So sorry about this. I can try to figure out what's going on here. Could you provide a little more information on your setup?

- Version number of Snagit
- Version number of macOS
- Your support ticket number, if you have it
- When you say that it's "all light-gray buttons", is it just the snagit icon, or is it everything in your menu bar?
- Can you take a look in the console app and see if there are crash logs for Snagit? Here's an article on how to locate those https://macreports.com/crash-reports-how-to-use-them-to-troubleshoot-why-your-mac-crashed/
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Luke Griffioen, Employee

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Hi,

What application did you have open when you took that screenshot? That doesn't look like any of Snagit's menus.

You can also find the current Snagit version by navigating to Applications and viewing Snagit's information in Finder:

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SactoBob

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Luke:  That looks like the Safari "File" menu to me. 
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TheProteanGirl

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I never said it was Snagit (it's just a screenshot of finder menu for example purposes), I'm just giving an example of what I mean by light gray buttons. That's the same as when I go to the menus in Snagit.
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Luke Griffioen, Employee

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Ah, gotcha. Did you ever find any crash logs for Snagit?
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TheProteanGirl

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Unfortunately, not. I don't know if the problem might also be in the software key? It always asks me to enter it, and I do and it's correct, but then it shows "buy now" sometimes or "trial expired" right after...
(Edited)
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mkonstan

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I'm having the same problem.  Running SnagIt Version 2020.1.2 (96036) for Mac.  Mac OS 10.13.6 High Sierra.  SnagIt was working fine until yesterday.  The many of the menu options are greyed out in the program, it won't record, and the editor will not open.  I've tried the permissions fix, plus reinstalling SnagIt, restarting the computer,  but nothing works.  Getting quite frustrated since the only way to get support is apparently via chat, but chat never seems to be available during the times posted.  Just want to get this app going again.   I paid my $49 in January and the software has only worked for less than 3 months.  
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Luke Griffioen, Employee

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Hi,

We're looking into the editor not opening, a few users have provided crash logs and we're working on fixing those issues. As for recording not working, I would open up a ticket with Tech Support
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TheProteanGirl

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Hey Luke, did you guys fix this yet? Are you guys gonna release a patched version for us anytime soon?
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Luke Griffioen, Employee

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Hi,

We've gotten crash logs from a few different users and we're currently working on fixing those. It will be a little while before we do a public release, but Tech Support can get you a pre-release build to test once we have that if you're interested.
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md.baseer7

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just had purchased SnagIt, for me its complete surprise on VERY FIRST screen record.
Initially i was not even know what is going on once i click STOP recording, keep waiting for Editor to come , but nothing appear.

Is it not a BLOCKER bug? what is status of this but. please update here
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Luke Griffioen, Employee

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Hi md.baseer7,

Could you open up a support ticket for this issue? We've seen a few users with similar issues, but there were a few different root causes, so we want to make sure we get your issue fixed as well!
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chad

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I got the following from support and it worked for me.  Second time I've had to do it, pain in the ass.  

1) First, we'll delete the Snagit.app file from the Applications directory. Simply dragging it to the Trash should suffice.
2) Next, we'll delete the Preference files again. In the Finder, click on the Go menu -> Go to Folder, type the following and hit Enter: ~/Library/Preferences 
Find the "com.techsmith.Snagit" files and move them to the trash.
3) Next, delete the last few files that are left behind. Back up to the Go menu -> Go to Folder, type the following and hit Enter: ~/Library/Application Support/TechSmith 
Inside this folder, take the entire Snagit folder you see, and move that to the trash.
4) Once again, go up to the Go menu -> Go to Folder, type the following and hit Enter: ~/Library/Group Containers/
Delete the entire 7TQL462TU8.com.techsmith.snagit folder
5) Empty the Trash
6) Reboot the computer
7) Re-install Snagit https://download.techsmith.com/snagitmac/releases/2012/snagit.dmg
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TheProteanGirl

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Hey, thank you so much for this i did everything you said but its still not opening. Any other suggestions?
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SactoBob

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Maybe you don't need to get that drastic. This happened with me on version (I think) 14. Snagit help desk had me just delete the files mentioned in steps 2, 3 and 4 then empty the trash and reboot both the computer then Snagit. Success on the first try. Recommend you try the short version first. If that doesn't work, then do as described.
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TheProteanGirl

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It's not "getting drastic" it's getting a proper working product for the money you pay. Snagit isn't free and it's not cheap either for an application so I, and anyone like me, have every right to say this the way I did. The fact after writing a lengthy email to them explaining and they themselves didn't know the problem is even worse. How can you sell a product that doesn't function, and in so many ways doesn't function?

Also, maybe your solutions they gave worked, and that's great, mine didn't and i'm not happy. I have a lot of apps on my computer, lots of files, extensions, etc. Who knows if it's that interfering or the app itself.

Honestly, if it wasn't for the panoramic screenshot I wouldn't even need Snagit anymore and get another app instead, but it's essential for me.
(Edited)
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Luke Griffioen, Employee

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Hi,

I apologize again that this is working so poorly in your case. The tricky part here is that for most people, it is working correctly, so it's hard to tell what is causing so many problems in your case. if you can provide us with the exact version of Snagit (viewable in Finder) and crash logs for Snagit, that would get us much closer to solving this issue.
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chad

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I'll definitely give that a go next time Bob, thanks. 


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mkonstan

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I ended up trying what Chad recommended, though now I cannot seem to sign-in to my account via the editor.  The app does appear to be back to normal however, and recording works now as well.  Thank you for the help!
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Luke Griffioen, Employee

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Hi,

One thing to check, we received logs from a user running into a similar problem and they were running Snagit directly from the .dmg file, which is not recommended. If you copy Snagit to your Applications folder, it should run a bit smoother.
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TheProteanGirl

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Nope, I never run directly from the .dmg files, I always have my apps organized in my apps folder so that's not the issue here. But thanks for the reply.
(Edited)
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chad

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It happened again over the weekend (twice in like 3 days) and Bob's less drastic suggestion worked.  I did not have to uninstall and reinstall the app.  I am running from the App directory, Luke.  
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chad

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Just started happening again.  This is getting completely unuseable.  I've been a customer for over a decade but constantly having to basically start over with preferences is just untenable.  
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Luke Griffioen, Employee

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Interesting, well let us know if the problem does come back. We did get crash logs from a user experiencing something similar so we're looking into fixing that issue, hopefully it helps you out too.
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chad

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It happened again yesterday but oddly started working again sometime later just like last time.  No crash reports but I did get some stuff from console. 

pr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashSignalHandler is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95420) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141288). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReporter is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95470) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x1051412d8). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReport is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a954c0) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141328). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportSystemInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95510) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141378). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportApplicationInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95560) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x1051413c8). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportThreadInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a955b0) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141418). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportBinaryImageInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95600) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141468). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportExceptionInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95650) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x1051414b8). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportSignalInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a956a0) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141508). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportProcessInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a956f0) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141558). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportProcessorInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95740) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x1051415f8). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportMachineInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95790) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141648). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportStackFrameInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a957e0) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141698). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportRegisterInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95830) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x1051416e8). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportSymbolInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95880) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141738). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashMachExceptionServer is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a958d0) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141788). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashHostInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95920) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x1051417d8). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashMachExceptionPort is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95970) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141828). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashMachExceptionPortSet is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a959c0) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141878). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReporterConfig is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95a10) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x1051418c8). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashProcessInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95a60) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141968). One of the two will be used. Which one is undefined.
Apr  6 10:44:23 mbp Snagit 2020[881]: objc[881]: Class MSPLCrashReportMachExceptionInfo is implemented in both /Applications/Snagit 2020.app/Contents/Frameworks/SnagitCommon.framework/Versions/A/SnagitCommon (0x106a95ab0) and /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x1051419b8). One of the two will be used. Which one is undefined.
Apr  6 10:44:24 mbp Snagit 2020[881]: objc[881]: Class UploaderProxy is implemented in both /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141af8) and /Applications/Snagit 2020.app/Contents/PlugIns/DefaultPlugins/CamtasiaRelay.tscshareplugin/Contents/MacOS/CamtasiaRelay (0x111e639e0). One of the two will be used. Which one is undefined.
Apr  6 10:44:24 mbp Snagit 2020[881]: objc[881]: Class UploaderConnectionXPC is implemented in both /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141a08) and /Applications/Snagit 2020.app/Contents/PlugIns/DefaultPlugins/CamtasiaRelay.tscshareplugin/Contents/MacOS/CamtasiaRelay (0x111e64020). One of the two will be used. Which one is undefined.
Apr  6 10:44:24 mbp Snagit 2020[881]: objc[881]: Class UploaderErrors is implemented in both /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141aa8) and /Applications/Snagit 2020.app/Contents/PlugIns/DefaultPlugins/CamtasiaRelay.tscshareplugin/Contents/MacOS/CamtasiaRelay (0x111e64340). One of the two will be used. Which one is undefined.
Apr  6 10:44:24 mbp Snagit 2020[881]: objc[881]: Class FilePaths is implemented in both /Applications/Snagit 2020.app/Contents/MacOS/Snagit 2020 (0x105141a58) and /Applications/Snagit 2020.app/Contents/PlugIns/DefaultPlugins/CamtasiaRelay.tscshareplugin/Contents/MacOS/CamtasiaRelay (0x111e647f0). One of the two will be used. Which one is undefined.
Apr  6 10:44:38 mbp NotificationCenter[429]: DEPRECATED USE in libdispatch client: Setting timer interval to 0 requests a 1ns timer, did you mean FOREVER (a one-shot timer)?; set a breakpoint on _dispatch_bug_deprecated to debug
Apr  6 10:45:09 mbp com.apple.xpc.launchd[1] (com.apple.preference.keyboard.remoteservice[857]): Service exited due to SIGKILL | sent by Keyboard.remoteservice[857]
Apr  6 10:46:17 mbp com.apple.xpc.launchd[1] (com.apple.xpc.launchd.domain.pid.mdmclient.908): Failed to bootstrap path: path = /usr/libexec/mdmclient, error = 108: Invalid path
Apr  6 10:46:18 mbp com.apple.xpc.launchd[1] (com.apple.xpc.launchd.domain.pid.backupd.910): Failed to bootstrap path: path = /System/Library/CoreServices/backupd.bundle/Contents/Resources/backupd, error = 2: No such file or directory
Apr  6 10:46:26 mbp syncdefaultsd[912]: objc[912]: Class SYDClient is implemented in both /System/Library/PrivateFrameworks/SyncedDefaults.framework/Versions/A/SyncedDefaults and /System/Library/PrivateFrameworks/SyncedDefaults.framework/Support/syncdefaultsd. One of the two will be used. Which one is undefined.
Apr  6 10:46:26 mbp syncdefaultsd[912]: objc[912]: Class SYDJournal is implemented in both /System/Library/PrivateFrameworks/SyncedDefaults.framework/Versions/A/SyncedDefaults and /System/Library/PrivateFrameworks/SyncedDefaults.framework/Support/syncdefaultsd. One of the two will be used. Which one is undefined.
Apr  6 10:46:55 mbp com.apple.xpc.launchd[1] (com.apple.xpc.launchd.domain.pid.Google Chrome H.923): Path not allowed in target domain: type = pid, path = /Applications/Google Chrome.app/Contents/Frameworks/Google Chrome Framework.framework/Versions/80.0.3987.149/XPCServices/AlertNotificationService.xpc error = 147: The specified service did not ship in the requestor's bundle, origin = /Applications/Google Chrome.app/Contents/Frameworks/Google Chrome Framework.framework/Versions/80.0.3987.149/Helpers/Google Chrome Helper.app
Apr  6 10:47:01 mbp Alfred[489]: assertion failed: 19E266: libxpc.dylib + 92807 [32B0E31E-9DA3-328B-A962-BC9591B93537]: 0x89
Apr  6 10:47:01 mbp diagnosticd[928]: Posting empty stream filter
Apr  6 10:47:01 mbp diagnosticd[928]: no EOS device present
Apr  6 10:47:01 mbp diagnosticd[928]: allowing Console (926) access to stream due to admin status
Apr  6 10:47:01 mbp diagnosticd[928]: Posting stream filter: "{
    global = 47245099008;

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chad

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It's happening right now and I went to the computer in console and am just looking at faults and I see this right after I try to do new window.

error 19:16:20.302278-0400 Snagit 2020 An uncaught exception was raised
error 19:16:20.302294-0400 Snagit 2020 *** -[__NSArrayM insertObject:atIndex:]: object cannot be nil
error 19:16:20.304496-0400 Snagit 2020 (
0   CoreFoundation                      0x00007fff2eae3d07 __exceptionPreprocess + 250
1   libobjc.A.dylib                     0x00007fff6766f5bf objc_exception_throw + 48
2   CoreFoundation                      0x00007fff2eb9263e -[__NSCFString characterAtIndex:].cold.1 + 0
3   CoreFoundation                      0x00007fff2eb90613 -[__NSArrayM insertObject:atIndex:].cold.2 + 0
4   CoreFoundation                      0x00007fff2ea04195 -[__NSArrayM insertObject:atIndex:] + 1155
5   Snagit 2020                         0x000000010f5b707a _ZNSt3__113basic_filebufIcNS_11char_traitsIcEEE4openEPKcj + 1099036
6   Snagit 2020                         0x000000010f5b50f6 _ZNSt3__113basic_filebufIcNS_11char_traitsIcEEE4openEPKcj + 1090968
7   Snagit 2020                         0x000000010f5b4f95 _ZNSt3__113basic_filebufIcNS_11char_traitsIcEEE4openEPKcj + 1090615
8   Foundation                          0x00007fff310ce550 NSKeyValueNotifyObserver + 335
9   Foundation                          0x00007fff310c8955 -[NSObject(NSKeyValueObservingPrivate) _notifyObserversForKeyPath:change:] + 739
10  AppKit                              0x00007fff2bcc192f -[NSController _notifyObserversForKeyPath:change:] + 188
11  AppKit                              0x00007fff2bd6fdb0 -[NSArrayController didChangeValuesForArrangedKeys:objectKeys:indexKeys:] + 93
12  AppKit                              0x00007fff2c0b8fcf -[NSArrayController _insertObject:atArrangedObjectIndex:objectHandler:] + 496
13  Snagit 2020                         0x000000010f5b6852 _ZNSt3__113basic_filebufIcNS_11char_traitsIcEEE4openEPKcj + 1096948
14  Snagit 2020                         0x000000010f5570d4 _ZNSt3__113basic_filebufIcNS_11char_traitsIcEEE4openEPKcj + 705910
15  Snagit 2020                         0x000000010f5572cc _ZNSt3__113basic_filebufIcNS_11char_traitsIcEEE4openEPKcj + 706414
16  AppKit                              0x00007fff2bef06c4 -[NSDocumentController openUntitledDocumentAndDisplay:error:] + 356
17  Snagit 2020                         0x000000010f556205 _ZNSt3__113basic_filebufIcNS_11char_traitsIcEEE4openEPKcj + 702119
18  Snagit 2020                         0x000000010f559821 _ZNSt3__113basic_filebufIcNS_11char_traitsIcEEE4openEPKcj + 715971
19  Snagit 2020                         0x000000010f556189 _ZNSt3__113basic_filebufIcNS_11char_traitsIcEEE4openEPKcj + 701995
20  AppKit                              0x00007fff2bf27437 -[NSApplication(NSResponder) sendAction:to:from:] + 299
21  AppKit                              0x00007fff2c037aee -[NSMenuItem _corePerformAction] + 312
22  AppKit                              0x00007fff2c03786a -[NSCarbonMenuImpl performActionWithHighlightingForItemAtIndex:] + 106
23  AppKit                              0x00007fff2c0883e8 -[NSMenu performActionForItemAtIndex:] + 114
24  AppKit                              0x00007fff2c08836d -[NSMenu _internalPerformActionForItemAtIndex:] + 82
25  AppKit                              0x00007fff2c0881b7 -[NSCarbonMenuImpl _carbonCommandProcessEvent:handlerCallRef:] + 101
26  AppKit                              0x00007fff2c0188f8 NSSLMMenuEventHandler + 908
27  HIToolbox                           0x00007fff2d6728ff _ZL23DispatchEventToHandlersP14EventTargetRecP14OpaqueEventRefP14HandlerCall
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Luke Griffioen, Employee

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Hi Chad,

Thanks for the logs, the crash log is helpful, I will look into fixing this.
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chad

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So I figured out that when it's happening, if I click the "Help and Additional Options" icon from the menubar/helper app that the window opens.  
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TheProteanGirl

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Update: I think i've figured it out. I think it's the key that is somehow not working. I paid for Snagit and have the key on my account but it always still tells me to buy the full version bcs trial is over. Employees of Snagit can you help regenerate another key for me or something to see if it works? Everytime i enetr it it says it worked and i can get started with snagit but then it always brings this back:

Thanks
(Edited)
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Luke Griffioen, Employee

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Interesting. the key is probably ok if it says it worked initially, my guess is that the key isn't being saved to disk. Does this dialog come back immediately after entering your key, or just the next time you open Snagit?
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TheProteanGirl

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When i open again.
(Edited)
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Luke Griffioen, Employee

  • 1506 Posts
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Ok so my guess is Snagit doesn't have permission to save your key to disk. Can you try giving Snagit full disk access?

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clinton_carter

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I have the same issue with Version 2020.1.2 (96036) 
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clinton_carter

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No I have tried every way I can find to open the editor manually - the tool bar (at the top by the Apple is displayed) and preferences are achievable from there but the editor will not open.
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Luke Griffioen, Employee

  • 1506 Posts
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I would open up a support ticket in that case.  Sorry I wasn't able to figure this one out!
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clinton_carter

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NP - Thanks for trying
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md.baseer7

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Hello all problem facer,

Since i was just looking trial and error and found this alternative (not a solution though),
1> While recording  , unselect 'PREVIEW IN EDITOR'. 
This option is there in all record (All In One, Photo, Video) 

At least with this temporary hack one can save the file. 
Edit issue still persist.
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md.baseer7

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see my response that could help you
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md.baseer7

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I was having same issue(initially i was installed and working on trial then i purchased)
The below steps solve the issue (helped by techsmith support team)

1) First, we'll delete the Snagit.app file from the Applications directory. Simply dragging it to the Trash should suffice.
2) Next, we'll delete the Preference files again. In the Finder, click on the Go menu -> Go to Folder, type the following and hit Enter: ~/Library/Preferences
Find the "com.techsmith.Snagit" files and move them to the trash.
3) Next, delete the last few files that are left behind. Back up to the Go menu -> Go to Folder, type the following and hit Enter: ~/Library/Application Support/TechSmith
Inside this folder, take the entire Snagit folder you see, and move that to the trash.
4) Once again, go up to the Go menu -> Go to Folder, type the following and hit Enter: ~/Library/Group Containers/
Delete the entire 7TQL462TU8.com.techsmith.snagit folder
5) Empty the Trash
6) Reboot the computer
7) Re-install Snagit Snagit Mac 2020

Hope it works for rest of people here.
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SactoBob

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This subject has been covered in many threads relating to this and previous versions. Usually, doing your steps 1, 2 and 3 then emptying Trash and rebooting the Mac takes care of the problem.

Deleting the container file and re-installing should be considered a last resort solution.

On the plus side, you gained me some space. I spotted container files for apps that are long gone from my Mac.  :)
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sean.bossinger

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I could not get the window to open on version Version 2020.1.2 (96036) using MacOS 10.15.4 (19E287)...

I found that when I went into "More Preferences," "Fix Capture Permissions," went to "Capture Safari" and clicked "Edit System Permissions," then closed out of the permissiosn that showed, the editor opened immediately.


(Edited)