"You are disconnected" message with Snagit 13 trial

  • 2
  • Problem
  • Updated 3 years ago
  • Solved
  • (Edited)
When setting up (installing from scratch, no previous SnagIt installed), at the end, the installers reports 'You are disconnected' (when clicking on Sign In)
I can launch a browser, I can also click on 'Learn More' from the same screen and get to the SnagIt website.

Closed SnagIt - relaunched - same issue.

This is on VMware Workstation v12.1.1 bld 3770994
I did not want to install it on my host-pc (afraid of messing things up), rather I want to have it run like how it would after a 'setup from scratch'.


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Mike62

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Posted 3 years ago

  • 2
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Robert R., Online Community Admin

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Hi there!

Would your VM happen to be behind a proxy or firewall?
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Mike62

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Ah!
Yes indeed. I temporarily disabled the AV (incl the firewall) now it is okay.
Many thanks indeed.

Meanwhile, that said, maybe add something like 'email' to the below.
Just a suggestion! Initially I was a bit confused what to enter there.


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Glenn Hoeppner, Employee

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Thanks for reporting this Mike.

We had a bug with this earlier in the year we thought we had fixed, but it looks like it doesn't work in all cases. We're fast tracking an update to this web view so you can see that you're supposed to actually type an email address in there.

It should be deployed later today.

-Glenn
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wadim.afanasjev

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This reply was created from a merged topic originally titled No Connection to Internet (Snagit 13 Trial Version).

Hey,
i have a Problem to activate Snagit 13 Trial Version. Everytime when i try to sign in, it throws me away and tells me, that there is no Internet connection. Is there another Option to get the Trial Key ? I am testing Snagit on a virtual maschine, so its behind a firewall and i cant disable it (testing in company).
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wadim.afanasjev

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Is there another Option besides to put the Firewall down? What Proxy do i need to add?
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Mike62

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It is upto Techsmith, but I only needed to turn down the Firewall for a minute only. However if it is a company policy to never put down the firewall, well, probably you are stuck then.
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wadim.afanasjev

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Well, thats not what i wanted to hear :/.. So is there a other Option to test Snagit? I am testing severel Screen Capture Softwares and Snagit is exactly what i need for the company where i am working at. But no way to test it at the moment
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Glenn Hoeppner, Employee

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Unfortunately, we require internet access for you to activate the trial. The only alternative would be to purchase a license and utilize our 30 day no questions asked return policy if you decide it doesn't meet your needs.

-Glenn
(Edited)
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wadim.afanasjev

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Hallo Glenn, i understand that you require a internet connection, but my problem is exactly the same as from Mike62. I have Internet Connection, but everytime i try to sign in, i get a "You are Disconnected" message..
(Edited)
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Glenn Hoeppner, Employee

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Yes, but you said you're behind a firewall. Much like Mike62, I'm guessing that your firewall is blocking Snagit.

-Glenn
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wadim.afanasjev

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Yes indeed, and the other problem was/is that i cant force the admins to disable the firewall just to test a software .. Is there another option to test Snagit? Besides to purchase ? Is it not possible to get a trial key and activate it for 15 days ?
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Glenn Hoeppner, Employee

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Sorry, but no. It is a requirement of the trial. We do not have trial keys. The internet is the only mechanism to activate the trial.

-Glenn
(Edited)
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dejpharmd

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As the software is currently configured.  I also use the software behind a corporate firewall.  Are there plans to look into changing this?  A You currwntly know when a subscription ends, yes?  why not dpo the same for the trial version? 
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Glenn Hoeppner, Employee

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Sorry, but there are currently no plans to change this.
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wadim.afanasjev

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Alright, many thanks.
Back to the Firewall problem. Which ports should be open/free to enable a connection ?
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Glenn Hoeppner, Employee

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It should need port 80 and 443 to *.techsmith.com
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wadim.afanasjev

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Hallo Glenn,
the ports 80 and 443 are already open, still no connection to your server/website. Any Suggestions?
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wadim.afanasjev

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supplement:
Is there a configuration file where i can edit and force to use our proxy configurations? It seems like Snagit ignores the proxy and try to connect by using the "direct path" to the internet.
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Glenn Hoeppner, Employee

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Sorry wadim,

I didn't realize you needed to configure a proxy too. Unfortunately, we have poor to nonexistent proxy support at this time. However, conversations like this are useful when we're evaluating what tasks to take on in the future.

-Glenn
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jenny.richards

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I have purchased SnagIt 13 and tried to enter my key but it still seems to think I'm using a trial version and keeps asking me to sign in. Which I can't despite not being behind a firewall as far as I know. Any suggestions?
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Joe Morgan

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jenny.richards,

This is a user to user forum so you may not find the answer you seek here.

 I would contact Tech Support and get it straightened out before the trial expires. That could leave you with a nonfunctional program.

This is a Free Service. Submit a ticket at,

https://support.techsmith.com/hc/en-us/requests/new


Or call, >>> 1.517.381.2300

 Toll Free: 800.517.3001 (U.S. & Canada Only)

8:00 AM to 7:00 PM EST Monday through Friday

Regards, Joe

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jenny.richards

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Thanks, just thought others might have come across the same problem. I am in contact with Tech Support now. :-)
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Glenn Hoeppner, Employee

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@jenny.richards,

Joe has the correct advice.

Once you enter a key into Snagit, you shouldn't have to sign-in to the product unless you try to share to one of TechSmith's online services (like Screencast.com for example).

If your experience is something other than that, it's a problem.

-Glenn