Snagit Check for Updates is Broken

  • 12
  • Problem
  • Updated 4 years ago
  • Solved
Snagit 12.1.0 - when using the Snagit tray icon to check for updates (Help>Check For Updates), I receive the following message: "An error occured while checking for updates". BTW, "occurred" is spelled with two r's...
Photo of sjsteiner

sjsteiner

  • 6 Posts
  • 7 Reply Likes

Posted 5 years ago

  • 12
Photo of Shiraz Mistry

Shiraz Mistry

  • 22 Posts
  • 11 Reply Likes
Yes, same error here. Must be something to do with our Admin access to the application. Can someone please confirm this?
Photo of jdhurst

jdhurst

  • 11 Posts
  • 2 Reply Likes

I get this error on both Windows 7 and Windows 8. It is not a permission issue on my machine, rather it is a bug.

Two other things with V12.1. The new background colour (I think it is new) does not work. You can set it but the background stays black.  Second is that on Windows 8, Windows installer "stopped working" twice (snagit has two UAC authorizations).  My guess is that the "stopped working" error and the cannot update error are related.

I hope this will help Tech Smith.


Photo of H B-JCKS

H B-JCKS

  • 1 Post
  • 1 Reply Like

H B-JCKS

Snagit update version 12.1.0 uninstalls Snagit upgrade 12.0.0 from my computer. Thanks to manual restore points, I can continue until the bug is repaired.

Photo of jdhurst

jdhurst

  • 11 Posts
  • 2 Reply Likes

The background colour kicks in with a loaded image. That does seem to work.

I do hope the upgrade check can be fixed as uninstalling V12.1 and going back to V12.0 does not work as noted by the prior poster.

I hope this helps Tech Smith.


Photo of jdhurst

jdhurst

  • 11 Posts
  • 2 Reply Likes

Today, Glary Utilities says Version 12.1.0.1332 is out where my version is 12.1.0.1322. I downloaded it and ran it and all that would run is Repair that eventually did not work and had to be cancelled.

I shut down, did a file compare (WinMerge) and 1332 is identical (bit wise) with 1322. There is no upgrade.

So I uninstalled SnagIt completely (key and all), shut down, started up, installed SnagIt and registered it.

This time, update works, but I get two MsiEx stopped working errors when SnagIt was installed. Last time (a couple of days ago) I got two Windows Installer stopped working errors when SnagIt was installed. This is on the very latest version of Windows 8.1.1 Pro 64-bit (fully updated as of last Patch Tuesday).

The newest version of SnagIt has issues with Windows 8 but a full uninstall / reinstall gets Update working.


Photo of Jennifer Bedford

Jennifer Bedford, Official Rep

  • 424 Posts
  • 48 Reply Likes
Hi all.  The current release is 12.1.0.1322.  Have you talked with Tech Support about the issues you have been experiencing? They should be able to look at what is going on in your version and they will have the most current list of bugs and known issues.  You can submit a ticket here: https://support.techsmith.com/anonymous_requests/new

Photo of jdhurst

jdhurst

  • 11 Posts
  • 2 Reply Likes

Thanks Jennifer.

I responded in a different post as well and from that I have submitted Ticket Number 82836.

Glary is very good at picking out correct updates. Now that I have done all the work above, it is telling me again V12.1.0.1332 is out. So something is screwy there.

Thanks again.

Photo of Jennifer Bedford

Jennifer Bedford, Official Rep

  • 424 Posts
  • 48 Reply Likes
I'm glad to hear you submitted a ticket!  As for the version inconsistency, I'm not sure about Glary, but V12.1.0.1332 is what we have here and it's the most recent version.  Maybe Glary just had a typo...
Photo of jdhurst

jdhurst

  • 11 Posts
  • 2 Reply Likes

I use SnagIt on my Windows 8.1 Pro 64-bit ThinkPad X230 which is where I got the ancillary Windows "stopped working" errors (not in SnagIt itself).

So I tried this on my Windows 7 Pro 64-bit ThinkCenter M90p desktop and after complete uninstall. restart, reinstall and setup:  Update works now on Windows 7 as well and there were no "stopped working" errors on Windows 7 (there were not before either).


Photo of mattslay

mattslay

  • 3 Posts
  • 7 Reply Likes
I am on 12.2.1, running on Windows 8.1, and mine will not perform a Check for Updates. It gives message "An error occurred while checking for updates."

This happens on my laptop and also on my work computer.
Photo of Jennifer Bedford

Jennifer Bedford, Official Rep

  • 424 Posts
  • 48 Reply Likes
Hi Matt,
Did you chat with our support team yet? https://support.techsmith.com/anonymous_requests/new
Photo of Pierre Kerbage

Pierre Kerbage

  • 4 Posts
  • 2 Reply Likes
I am getting the same thing - all computers are licensed with Snagit "An error occurred while checking for update" and has been happening for over a YEAR now. We have reported it AD NAUSEUM and nothing has been done. If someone can PLEASE post a patch or come up with an upgrade that clears this bug - that would be wonderful. Many thanks!
Photo of jdhurst

jdhurst

  • 11 Posts
  • 2 Reply Likes

Nothing has ever happened to fix this issue. I cannot get to the newest version because of it.




Photo of Pierre Kerbage

Pierre Kerbage

  • 4 Posts
  • 2 Reply Likes
Yep. Been broken for MONTHS. ALL versions of Windows OS. Didn't try a MAC (I am not licensed for it)
Photo of Kelly Mullins

Kelly Mullins, TechSmith Employee & Helper

  • 2894 Posts
  • 647 Reply Likes
Hello,

I am sorry for the trouble you are having.

I have done a bit of research on this issue and have learned this has several different components to it.

Fixes have been rolling out in the past several maintenance releases. The last fix, which will address the issue you are seeing, will be coming out in the next maintenance release sometime in May.

Again, I apologize for the trouble and while there is nothing I can do to help right now, a fix is coming soon.

Kelly
User Assistance
TechSmith
Photo of richard.hollister

richard.hollister

  • 3 Posts
  • 0 Reply Likes
so where are the responses to the question "error checking for update"
Photo of Kelly Mullins

Kelly Mullins, TechSmith Employee & Helper

  • 2894 Posts
  • 647 Reply Likes
Hi Richard,
I'm not sure what you mean.
Can you explain?
Kelly
Photo of richard.hollister

richard.hollister

  • 3 Posts
  • 0 Reply Likes
Kelly
It is the same unaddressed problem everyone else has been griping about. Just not stated as eleqeintly as others.
Photo of richard.hollister

richard.hollister

  • 3 Posts
  • 0 Reply Likes
ok Kelly
well, the only problem is is when the new update that fixes this problem gets here, we're not going to be able to update it because the update process doesn't work.
Photo of Pierre Kerbage

Pierre Kerbage

  • 4 Posts
  • 2 Reply Likes
@Kelly Mullins - it is what THOUSANDS of users have been reporting for over a year now (and still no fix). RIGHT CLICK on the Snagit Icon - Left click on Help and then Check for Updates (An error occurred while checking for updates). Essentially - for many of us PAID users - you cannot update the program. WHich is what we paid for... otherwise - there are a zillion FREE Screen Capture out there. One is built-into Windows. This is a critical bug that has never been fixed in over a YEAR. Obviously the programmers don't think it is crucial - but all your users DO.
Photo of jdhurst

jdhurst

  • 11 Posts
  • 2 Reply Likes

Kelly - Go back to your programming group and tell them to get rid of the SnagIt installer. It does NOT work and has NOT worked for a long time. Dump it and use Microsoft's Installer. It WORKS, ALWAYS. Please get with the program!.



Photo of chsturm

chsturm

  • 1 Post
  • 0 Reply Likes

I get the same error in the german version: "Fehler beim Überprüfen auf Updates"

12.3.2 (Build 2909)

(Edited)
Photo of Robert R.

Robert R., Online Community Admin

  • 1597 Posts
  • 497 Reply Likes
Official Response
Hello there!

I just wanted to hop in here real quick to let you know that we have
addressed this particular issue. To receive the fix you will need to
uninstall your current version of Snagit (be sure to choose to keep your
files) and then download the following version: http://download.techsmith.com/snagit/enu/1232/snagit.exe

@chsturm

You can find the German fix at: http://download.techsmith.com/snagit/deu/snagitde.exe (you will also need to uninstall Snagit, again, be sure to save your files!)

Thanks!
(Edited)
Photo of Pierre Kerbage

Pierre Kerbage

  • 4 Posts
  • 2 Reply Likes
Thank you !!!! That worked! Sure wished it would have been a YEAR earlier - but never too late to fix pesky bugs. THank you again. Just one note to add, BEFORE you uninstall, BE SURE you have your license code / Key ready as it WILL prompt you back for it when you re-install.
Photo of Kelly Mullins

Kelly Mullins, TechSmith Employee & Helper

  • 2894 Posts
  • 647 Reply Likes
Hi Pierre,

Thanks for letting us know this worked for you.
I appreciate it.

I am much relieved we were able to get this out to you!
Kelly
Photo of test

test

  • 1 Post
  • 0 Reply Likes
Thank you! That worked. :)
Lilli
Photo of Kelly Mullins

Kelly Mullins, TechSmith Employee & Helper

  • 2894 Posts
  • 647 Reply Likes
That is great news!
Kelly
Photo of sjsteiner

sjsteiner

  • 6 Posts
  • 7 Reply Likes
Well, that is version 12.3.2, but the current version is 12.4. FYI, my install of 12.3.2 a couple of months ago did not fix the problem, and neither did my recent install of 12.4
Photo of Fred Grover

Fred Grover, Champion

  • 2444 Posts
  • 383 Reply Likes
It did not fix my problem with this issue on SnagIt 12.4 either just to add my two cents worth.
Photo of sunrisecc

sunrisecc

  • 1 Post
  • 0 Reply Likes
I uninstalled first as suggested and then installed the next version and also have not had a problem since.
Photo of Byron Roye

Byron Roye

  • 13 Posts
  • 4 Reply Likes
It kind of worked.   No more error message; there is just the continuous swirl and the message  "Checking for update".  I will try it later to see if it will work.  I am on 12.3.2 looking to auto upgrade to 12.4 and to see this defect of updating go away.  Thanks.
Photo of Pierre Kerbage

Pierre Kerbage

  • 1 Post
  • 0 Reply Likes
The update has been broken for over 2 years BUT I found a workaround that fixes it. 
1. Right click on the S icon (snagit) in the Toolbar 
2. Left click on Preferences
3. Go to the GENERAL Tab
4. Look at the section that has Capture Window and Notification Area icon
5. Change it. Whatever it is - try a different setting. So if you have it on Enable Notification Area Icon, change that to Enable Capture Window or Enable Capture Window and Notification...
6. Click on APPLY

The update will START and APPEAR almost immediately - OR run it manually . 
If that does not work - GO BACK and change item 5 to a different setting. You might have to try it once or twice but it WILL work! 

Problem solved!

This conversation is no longer open for comments or replies.