I just upgraded to Snagit 11 from Snagit 10. I've used various older iterations of Snagit, and all worked well. However, with the new 11.3 installed. I can no longer create captures. Upon opening the editor, I am presented with an error message —
When I uninstalled my previous Snagit 10 version, I used Revo Uninstaller, leaving no remnants of the old installation, no pointers to old folders or files. Snagit 11.3
was a clean install.
After clicking on the OK button in the error pop-up window, the editor opens normally, if slowly. I can access settings and make changes or do other functions normally. Everything but open a file — any file — either via a capture or from a saved file on my hard drive. Instead I am presented with a slowly flipping hourglass icon forever. The only way I can then shut down the editor is by going into the Task Manager, manually highlighting Snagit Editor, and clicking on the End Process button.
When the editor is open and not frozen trying to open a capture or file, I can close it normally. However, it never completely closes. It remains running in the background, even though I have unchecked the settings button that would leave it running in the background. Again, the only way to close the editor is to dig down in the Task Manager, highlight Snagit Editor, and select End Process.
I have tried rebooting this computer which has resulted in no change,
Cannot open video file. Snagit does not support video with dimensions greater than 1920x1080.I have never tried to open a video file with Snagit. I have no idea what this error message refers to or how to find and remove the file from the editor's file list. I can find no graphics or video files in the C:\Documents and Settings\*\Application Data\TechSmith\SnagIt folder, the C:\Documents and Settings\*\Local Settings\Application Data\TechSmith\SnagIt folder, or the C:\Documents and Settings\All Users\Application Data\TechSmith\Snagit 11 folder. I don't know where else to look.
When I uninstalled my previous Snagit 10 version, I used Revo Uninstaller, leaving no remnants of the old installation, no pointers to old folders or files. Snagit 11.3
was a clean install.
After clicking on the OK button in the error pop-up window, the editor opens normally, if slowly. I can access settings and make changes or do other functions normally. Everything but open a file — any file — either via a capture or from a saved file on my hard drive. Instead I am presented with a slowly flipping hourglass icon forever. The only way I can then shut down the editor is by going into the Task Manager, manually highlighting Snagit Editor, and clicking on the End Process button.
When the editor is open and not frozen trying to open a capture or file, I can close it normally. However, it never completely closes. It remains running in the background, even though I have unchecked the settings button that would leave it running in the background. Again, the only way to close the editor is to dig down in the Task Manager, highlight Snagit Editor, and select End Process.
I have tried rebooting this computer which has resulted in no change,
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Posted 1 year ago
Adam Marks, Software Developer
Adam Marks, Software Developer
Thanks Adam.
I took a look through Sysinternal's Process Explorer, and the only Apple process that was running was Bonjour. I do use QuickTime occasionally. I'll try uninstalling 11.3 and installing 11.2. Will my Snagit 11 key work for both 11.2 and 11.3? (I'm assuming yes, but would like to verify before I uninstall 11.3 and install 11.2.)
Good luck with finding the Quicktime problem.
Years ago I had a problem with a Kennsington Mouseworks file in my System32 folder. It would prevent me from updating Windows or Adobe Flash or installing any programs.on my system. If I renamed that one file, all was well. If I wanted to use the Kensington Mouse, all I had to do was rename that file back to its original name.
If I have time before I uninstall 11.3, I may try batch renaming all of the Quicktime files on my system to see if that resolves the issue, unless you've already tried that.
Tony
I took a look through Sysinternal's Process Explorer, and the only Apple process that was running was Bonjour. I do use QuickTime occasionally. I'll try uninstalling 11.3 and installing 11.2. Will my Snagit 11 key work for both 11.2 and 11.3? (I'm assuming yes, but would like to verify before I uninstall 11.3 and install 11.2.)
Good luck with finding the Quicktime problem.
Years ago I had a problem with a Kennsington Mouseworks file in my System32 folder. It would prevent me from updating Windows or Adobe Flash or installing any programs.on my system. If I renamed that one file, all was well. If I wanted to use the Kensington Mouse, all I had to do was rename that file back to its original name.
If I have time before I uninstall 11.3, I may try batch renaming all of the Quicktime files on my system to see if that resolves the issue, unless you've already tried that.
Tony
Adam Marks, Software Developer
Yes, Tony, your Snagit 11 key will work for a previous version of Snagit. For example a Snagit 11 key will work for Snagit 10 so that you can run the two versions side-by-side.
We actually do have a fix for the Quicktime issue that you will be seeing in the next Snagit version. I don't know the details about the exact change is so I can't give any more specific recommendations for further workarounds on the issue.
Thanks,
Adam
We actually do have a fix for the Quicktime issue that you will be seeing in the next Snagit version. I don't know the details about the exact change is so I can't give any more specific recommendations for further workarounds on the issue.
Thanks,
Adam
Adam Marks, Software Developer
Howdy Adam,
Thanks for the notification. I was set to download and install 11.2 after lunch today, but got your notice just before lunch. As a result, I was late for lunch, but I was happy. 11.4 works perfectly. No glitches. I now know what video 11.3 was unable to load when the editor started up. It was the Sangit video about using the Cloud. Thanks for your team's struggling through the frustrating work. 11.4 is easy and fast.
One curious happening on the way to Snagit bliss — the update to 11.4 had to be done twice. As I knew the editor wasn't loading or working properly, I opened Snagit. I expected to be automatically informed that there was an update available, but I was not. So I manually clicked the Check for update button in the drop down menu. 11.4.0 was found, and I clicked on the install update button. After the update was installed, I was instructed to reboot the system. I did. Afterwards, I opened Snagit and checked the About info. It showed that Snagit 11.4.0 was installed. Cool.
I then clicked on the editor. Again it showed the warning about not being able to play the video, then popped up a window announcing that version 11.4.0 was available for updating. I was puzzeled, but clicked on update. Snagit installed the update, then again asked me to reboot. Even before the reboot, the editor reopened automatically, and I could see that it was working as it should. I rebooted and opened Snagit, then explored around my screen making various captures. All worked as it should.
My question is why didn't installing the update for Snaigit not also install the update for the editor?
Thanks again to you and your team for finding and fixing the conflict.
Tony
Thanks for the notification. I was set to download and install 11.2 after lunch today, but got your notice just before lunch. As a result, I was late for lunch, but I was happy. 11.4 works perfectly. No glitches. I now know what video 11.3 was unable to load when the editor started up. It was the Sangit video about using the Cloud. Thanks for your team's struggling through the frustrating work. 11.4 is easy and fast.
One curious happening on the way to Snagit bliss — the update to 11.4 had to be done twice. As I knew the editor wasn't loading or working properly, I opened Snagit. I expected to be automatically informed that there was an update available, but I was not. So I manually clicked the Check for update button in the drop down menu. 11.4.0 was found, and I clicked on the install update button. After the update was installed, I was instructed to reboot the system. I did. Afterwards, I opened Snagit and checked the About info. It showed that Snagit 11.4.0 was installed. Cool.
I then clicked on the editor. Again it showed the warning about not being able to play the video, then popped up a window announcing that version 11.4.0 was available for updating. I was puzzeled, but clicked on update. Snagit installed the update, then again asked me to reboot. Even before the reboot, the editor reopened automatically, and I could see that it was working as it should. I rebooted and opened Snagit, then explored around my screen making various captures. All worked as it should.
My question is why didn't installing the update for Snaigit not also install the update for the editor?
Thanks again to you and your team for finding and fixing the conflict.
Tony
Adam Marks, Software Developer
Tony,
We implemented a new updater system in 11.3 that allows us to get updates to you faster. 11.4 is the first update to take advantage of that system.
When you do the update it should update both the Snagit Main UI and Editor all at once, it should not be two separate updates.
That said, I'm not too sure what happened, I suspect the manual check may have been part of it, maybe we already had a update waiting for you if you had rebooted before doing the manual check but I'm not sure.
Anyway, glad to hear that you are on the latest and running well. We'll look at your update weirdness and see if we can figure out what's going on there for a future release.
Thanks,
Adam
We implemented a new updater system in 11.3 that allows us to get updates to you faster. 11.4 is the first update to take advantage of that system.
When you do the update it should update both the Snagit Main UI and Editor all at once, it should not be two separate updates.
That said, I'm not too sure what happened, I suspect the manual check may have been part of it, maybe we already had a update waiting for you if you had rebooted before doing the manual check but I'm not sure.
Anyway, glad to hear that you are on the latest and running well. We'll look at your update weirdness and see if we can figure out what's going on there for a future release.
Thanks,
Adam
Howdy again Adam,
Your new updater may be okay. I suspect that the weirdness may have been caused by my editor not being able to open properly for the installer to work with it. Then again, as in any Law and Order episode, my initial suspects may be innocent.
I'm very pleased with 11.4.0 and am not anxiously awaiting the release of 11.5.0.
Tony.
Your new updater may be okay. I suspect that the weirdness may have been caused by my editor not being able to open properly for the installer to work with it. Then again, as in any Law and Order episode, my initial suspects may be innocent.
I'm very pleased with 11.4.0 and am not anxiously awaiting the release of 11.5.0.
Tony.
