Snagit 10 Scrolling Feature and Firefox 8 don't get along I guess ...

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I'm using Snagit 10.0.1 (Build 58) and Firefox 8.0.1. The All-in-one capture method with the scrolling window feature (i.e. the arrows show up if the page is longer than the screen) works in IE 7 but not in Firefox. I tried the same site/page in both.

Thoughts, suggestions, resolutions?
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Colorado4x4

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Posted 4 years ago

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Dave O'Rourke, Senior Software Engineer

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Maybe try updating Firefox? I installed Firefox 9.0.1, and tried the All-in-one scrolling capture with Snagit 10.0.1 on Windows 7. The scrolling capture worked as expected: http://screencast.com/t/fVRDDIMlm

If that doesn't work, I'd recommend opening a ticket with our TechSupport staff at http://support.techsmith.com and someone will follow up with you by email to help troubleshoot the issue further.
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Colorado4x4

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Finally had some free time and upgraded Firefox to 9.01. Tried to use the scrolling window feature again and ... no dice. Guess I'll open a ticket unless someone else has run into this.

Hmmm. Should there be a Snagit add-in on Firefox maybe? Not finding any reference to one either way but thought I'd ask.
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Nick Herber, Official Rep

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Good morning.

Sorry to hear about the problems you've been having with this issue so far. What I'd like to do is talk to you via a case you can enter here:

http://techsmith.custhelp.com/app/ask

If you haven't written a case to us before, you might have to create a new account to get it set up, but if you put attention to Nick on there and quickly re-explain the issue, I have a series of things we can try that may get this resolved - but it might be a bit too involved to lay out via the forums right now, especially if I wind up needing any system diagnostic info to help us along. Thanks and I look forward to hearing from you!

Nick
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Colorado4x4

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I've submitted a case this evening with all of the particulars I can think of and I look forward to hearing back.

Best,
Colorado4x4
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jbreslowsubs

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Is there a way for another user to follow the progress of the ticket submitted by "Colorado4x4"?

I am having the same issue with Firefox 9.0.1 and SnagIt 10.0.1 not capturing a Scrolling Window. I followed some of the steps in this article (http://techsmith.custhelp.com/app/ans...) but none of them seem to help and few apply to Firefox 9.0.1.
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Colorado4x4

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Hi, jbreslowsubs.

So far we've been trying several "things", without permanent resolution, and I've been feeding them data in return. We are hot on the debug trail so stay tuned for further developments.

Colorado4x4
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Nick Herber, Official Rep

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Colorado4x4's instance has certainly been more the exception than the rule, and I would encourage those seeing problems with Firefox scrolling in Snagit 10 to make sure they are on the new 10.0.2 update that released today (use Help > Check for Upgrade from the Main User Interface - not the Editor Help), as there are several pieces of code specific to improving the scrolling experience in Firefox. If that does not resolve the issue, then I would suggest putting in a written case with our support team here:

http://techsmith.custhelp.com/app/ask
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jbreslowsubs

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Updating to 10.0.2 worked for me. Thank you!

I am sure Firefox's Rapid Release Schedule has kept you guys on your toes. I appreciate all the hard work.
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Colorado4x4

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Hi All,

Thanks for the input but still no joy. Having the day off I decided to do some more tinkering.

I'm on 10.0.2 (Bld 21) thanks to help from Nick. I am running FF 9.0.1. and there are no newer updates. I have disabled all remaining Firefox Add-ons (ShowIP, Firebug, Downloadhelper); any others were long since disabled. The only Accessories in Snagit are the MS ones for Excel, Word and PPT. So its all about as basic as one can get.

My XP SP3 based computer is up to date and virus/spybot/etc. free. I have a 2.4Ghz CPU, 1.5GB of RAM and tons of available swap space. CPU usage spikes occasionally but not chronically, I can do regular captures nicely ... Everything works fine on the system in general and with Snagit in particular ... except for the scrolling capture. ...

When I first bring up FF and Snagit I, sometimes, can get one Scrolling capture but then that's it. Sigh.
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Pierre

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No improvement or so little with Snagit 11 and firefox 10. Scrolling capture works one time out of ten maybe and link capturing is a mess for captured pages while it works fine in IE. Snagit 11 will capture all links for all open tabs in firefox: crazy!

The poor workaround of custom scrolling is time-consuming and slow but it works quite better than version 10. The bug about missing to record the Web page URL has been partly fixed: something is always recorded for a captured Web page but sometimes it remains to be some HTML code related to that page, not a URL

Cheers from France
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Jan Tuijp

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I'm on (a licensed copy of) Snagit 10.0.0 (Bld 788) on Windows XPSP3, experiencing the same problem. Even with a default Firefox 11 profile it doesn't work. When I try to download 10.0.2, I get version 11.0 instead, which ofcourse doesn't recognize my license key...
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jbreslowsubs

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Things seem to have gotten worse for Snagit. When I try to capture something in Firefox it now locks up my computer for a minute or two. I have had to disable Snagit and go back to the old-school way of taking screen-caps. I am bummed cuz Snagit _was_ such a great product.
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Colorado4x4

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Sigh. It hasn't gotten any better here either. I've even upgraded to F/Fox 12; though still on Snagit V10.0.2 and ... nada. Not the least sign of scrolling.

I did find a work-around, of sorts, sort of. I printed a page to the Snagit10 "printer". Once the "printing to the snagit spooler" messagebox closed my system too seemed to hang -- CPU was slammed at 100%. Then I tried closing F/Fox just to see what would happen and the CPU returned to normal and the page showed up in the Snagit Editor -- not the greatest quality print job, a lot of the surrounding HTML was pretty hashed up, but it did print; after a fashion.
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Mick Lago

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Version 11 scrolls in firefox
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Pierre

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Which version of firefox are you using? Can you say that Snagit does always scrolls, with the Web page URL always registered and the links always recorded and well placed in the recorded page? If so, I would just be curious about your PC configuration. Cheers
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D Ben

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July 29, 2012, 6:12 PM PDT
Snagit 11.0.1 Bld 93. Firefox 14.0.1. Windows 7-64 Home Premium. Office Pro 2010.

1. When pasting a Snagit image into a Word document, a line must be inserted first. Otherwise, once the image is pasted, it is impossible to move the image down, in order to type text or insert another image. I’m wondering why this is so?

2. When Firefox crashes, the "Restore Session" box appears. Snagit does not pick up the box's scroll bar. If a list of the various windows and their contents is needed, the only option is to grab the screen, one area at a time--just as I had to do with version 9.

The scroll bars ARE "seen" by Snagit in a Word doc. Only the Firefox "Restore Session"'s box's scroll bar isn't seen, but that's certainly enough, as I always have multiple windows open, with multiple tabs in each one. It is important to rapidly be able to create a record of the windows and tabs, as Firefox doesn't always have the ability to properly restore the windows and tabs--*especially* if another issue causes Firefox or another program to close prematurely, which can (and has) caused the permanent loss of tabs--even in the history.)

3. Why can’t a Snagit image be pasted directly into the “Reply to This Topic” box? I had to create this Word doc, save it, and *only then* browse from the “Reply...” box to add this image.

I’m surprised Snagit wouldn’t have already addressed this issue. It’s not a big one, but an *needless* annoyance, nevertheless.
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John Kroll

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I'm using a Mac with Snagit 2.1.1, although this has been an issue with previous builds as well: I try to use with with Firefox to try to do a scrolling capture but it crashes the browser. Once I restart Firefox, I can then use Snagit properly. Happens again and again, has happened with previous versions of Firefox (currently on 14.0.1). OS 10.6.8.
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Dee

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so what is the soluation here? I can't get the scroll to work, it locks up my laptop on IE 9. I rely on this software to help me in my testing - is going to v11 the answers?