Merged
This conversation has been merged. Please reference the main conversation: Snagit and Problems Capturing High DPI Displays / Monitors / Screens

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Posted 6 years ago
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Conan Heiselt, Employee
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I am running a Yoga 2 Pro under Windows 8.1 x64.
I just opened up a Technical Support case for this exact problem.
I suggest that your developer do an MSDN search for "Developing high DPI Aware applications".
I had DPI issues on the Yoga 2 Pro with an Outlook Add-in I developed.
In my case, the solution was to modify 3 property on my .NET forms.
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The problem is that screen capture is unusable in this case (external monitor with a different DPI scaling). At that point screen capture fails completely with a white screen on the external monitor, and a magnified version on the laptop screen.
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- The same problem happen in snag11 y 12 under my Lenovo X1 carbon - using high resolution - HELP!!!!!!
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12.2.2 did not resolve the issue for me. Again, using Yoga 2 Pro, 3200x1800 resolution. Very disappointed that my favorite capture software is becoming unusable. I will need another solution very soon.
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SnagIt no work with high DPI 3200x1800 : / : (
: / : (
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Kelly Mullins, TechSmith Employee & Helper
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I'm so sorry we have not posted a reply to your question about issues with Camtasia Studio and Snagit Windows on the Yoga high resolution laptops (or other high-res laptop brands). I see several people have looked into this matter but a follow-up post was never made.
I've dug into this situation and have found out we don’t support this resolution and right now it looks as though we have no specific backlog item to incorporate Yoga 2 high resolution support (or other high-res laptop brands).
Currently, the only workaround we can even offer you is to plug in an external 1080p monitor and use Camtasia Studio or Snagit Windows on that monitor at the 1080p resolution with a normal DPI.
Again, I apologize and understand this is quite inconvenient for you.
Kelly
User Assistance Team
TechSmith
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This is poor customer support from Techsmith to have two major products with a major usability bugs that Techsmith apparently does not plan to fix.
These bugs have been existing for over a year.
This laptop segment of the market is rapidly expanding rapidly.
You are going to drive your longtime customers to seek alternatives to two of your major products.
Management needs to take their head out of the sand and fix this major usability bug with their two main products unless they plan to fold up the company when their customer go elsewhere
What does Techsmith plan to do when 4 K desktops becomes the standard for external monitors?
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Kelly - you stated that "we have no specific backlog item to incorporate Yoga 2 high resolution support (or other high-res laptop brands)"
Well... ummm... create one! Isn't that what backlogs are for, unless this is a "decline to fix", which would really boggle my mind, because it's not like this problem is going away. Resolutions, like all other things computer, tend to increase in capacity over time.
This is really a frustrating response from a dev team representative for a product used in the enterprise. I don't know about you, but if I don't have a backlog item for something that is legitimately demonstrated to be impairing my application on entire product lines of popular computers, I'm going to create one.
+1000 to other posters here - please fix this!
Kelly Mullins, TechSmith Employee & Helper
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Thank you for your feedback.
This item has been added to our "work to be prioritized" log.
Please be assured those who are responsible for getting items on our "planned work" backlog are seeing this request.
I wish there was more I could share with you on this issue since I know how frustrating it can be.
Kelly
Tim, Snagit for Windows Software Developer
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There are no known issues specific to this brand of laptop that we are looking into. However, I want to make clear that we DO have plans to improve the high resolution experience in general, including this laptop. I am personally running daily with a 4K monitor so I am aware of many of the issues.
1. We are aware of the Snagit
text tool editing issue. This bug is currently being worked on.
2. We are aware that many
elements of the UI in Snagit/Camtasia, though still functional, are tiny or not
scaled/positioned correctly on higher DPI screens. We are currently working on
substantially improving this. If there is a specific screen that is NOT
functional with a high DPI screen, let us know.
3. Some people mentioned
having a Snagit issue with capturing with an external monitor. We believe
this to be fixed in the latest version of Snagit:
http://www.techsmith.com/download/snagit/
If you're still experiencing #3 or another issue I did NOT list, please fill out this survey on the issues you are having so we can get more feedback.
Addressing outright bugs is our first priority. But we also want to solicit your feedback on any other limitations you may experience that may impact your work. As one example, due to a technical limitation, right now Snagit only supports recording 1920x1080 videos:
https://feedback.techsmith.com/techsmith/topics/snagit-4k-video-capture
For those ideas, please “like” the topic or create a new one. Your feedback will help us prioritize future feature work. Thanks!
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I am using a Lenovo W540 with 2880 x 1620 resolution.
I very much look forward to having this item fixed. Snagit is an important tool that I use every day on construction projects. My clients are always impressed, but it's hard to keep using it with these bugs.
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