Snagit capturing wrong window

  • 2
  • Problem
  • Updated 8 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Inactive threads; archiving to prevent necroposing

I'm having an odd problem with Snagit. I want to capture a scrolling window, but it captures a different window instead (even though the correct window has the yellow frame around it). If I simply capture the window without scrolling, it captures the correct window, but if I want to capture the scroll, it captures a different window that isn't even visible on the screen. (I also minimized it to the icon bar, but Snagit is still capturing that window instead of the window that's highlighted).
Photo of deb

deb

  • 3 Posts
  • 0 Reply Likes

Posted 8 years ago

  • 2
Photo of Jason Eagleston

Jason Eagleston, Employee

  • 642 Posts
  • 98 Reply Likes
Hi Deb,

Yeah, this sounds like a strange problem. I'd like to get a better idea of what you are seeing and the steps you are taking when this behavior happens. Also, if you wouldn't mind providing the application that you are trying to scroll and a little more information about what window you're trying to capture versus what window is actually being captured.

Here is a short video of what we'd expect when doing a scrolling capture: http://screencast.com/t/GXww2HNvETl.

So, if you're seeing that yellow scroll button and it is scrolling the window, that's a good sign, if not, any additional steps you can provide would be great.

Thanks for the feedback, and thank you for your patience, we'll make sure we get you up and running :)

Thanks,

Jason
Photo of deb

deb

  • 3 Posts
  • 0 Reply Likes
I did reply to this (via email) back on Feb 29, but it apparently didn't make it to you? Here's that info:

Thanks for your response. I'm in Firefox 6.0.2 on a Mac running 10.6.8. I have used Snagit successfully to capture a scrolling window before, so I don't know what is causing this odd behavior. I do have two windows open in Firefox, and each has multiple tabs.

What happens is, I have the window and tab visible that I want to scroll capture, I click the button (or control+shift+C) and make sure the crosshairs are on the correct window and it has the yellow frame around it. Then I click the up/down arrow to scroll and I get the "scrolling" wheel--so all seems fine.

At one point, I got an error message saying the Firefox plugin installation was corrupt and needed to be reinstalled, so I did that. But then when I tried Snagit again, the image that came up in Snagit after the scroll capture was the image from the other Firefox browser window. I've even tried switching things around and minimizing the unwanted window into the icon bar--trying a new scroll capture each time, but I still get the other window. Very weird.
Photo of Jason Lantz

Jason Lantz, Employee

  • 62 Posts
  • 9 Reply Likes
Hi Deb,

Thanks for your quick response. When this happens, is the other Firefox window on the second monitor? Does it still happen if both Firefox windows are on the same screen? How is your monitor connected (usb or display port)

Thanks so much for your help!
Photo of deb

deb

  • 3 Posts
  • 0 Reply Likes
Both Firefox windows were on the same screen (Cinema Display), which is connected to my MacBoo Pro via the display port. I also have the Cinema Display set as the primary display (location of menu bar). Hope that helps.
Photo of cwoods

cwoods

  • 1 Post
  • 0 Reply Likes
I'm having the same issue - I have Firefox open on two screens, two windows (to see our app while documenting it on the other screen).

I can see the yellow frame and arrows on the correct Firefox window, but when I follow instructions (click D or click on the arrows), it captures the other window, where I'm documenting the app, instead of the app itself.

I could probably close the second browser window, but then snagit is keeping me from working the way I want, with the app and docs open in two browser windows.
Photo of Jason Lantz

Jason Lantz, Employee

  • 62 Posts
  • 9 Reply Likes
Hi cwoods,

I'm looking into your issue, and unfortunately I haven't been able to reproduce it thus far. I was wondering if you could answer a few questions to help me track it down.

What website or type of website do you have in each Firefox window when this happens?

Does this only happen when you have each Firefox window on a separate screen, or does it still happen if you have the two windows on the same screen? If so, how is your second screen connected? (USB or display port).

Thanks for your help!

This conversation is no longer open for comments or replies.