Note: This topic was created from a reply on the Why does Snagit for Google Chrome need so many permissions? topic.
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Posted 5 years ago
Kelly Rush, Product Manager
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Sorry you're having trouble! Is this problem happening only for image captures, or for video captures as well? What operating system are you using? Does the capture sync eventually (after a period of time), or does it never sync?
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Kelly Rush, Product Manager
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Sorry you're having trouble! We've noticed syncing on Google's end has been a bit slow for us as well the last few days, so I wouldn't rule that out.
Are you taking image or video captures? Note that if you have a longer video, that can also take a while to sync.
One other thing to try: If you don't mind losing the videos in your Snagit for Chrome library (note: they'll still be available on Google Drive, just won't show up in your library in Snagit for Chrome), you can try uninstalling JUST THE APP. Take your image capture with the extension and it should pop up in the browser tab instead of in the app. I'd be interested to hear if that syncs any faster for you. (note: you also will not be able to add annotations to your images, as this functionality is currently not implemented in the extension, so you'll need to re-install the app after you're done if you want to do that).
Keep us posted!
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Kelly Rush, Product Manager
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Sorry you're having trouble! I'm not ruling out something else, but sometimes Google's Drive servers get backed up and have trouble syncing. Is this still not working for you?
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We have a domain setup with Google.
Within the Domain I have a suborg that I pushed both snagit extensions too.
The extensions work, but when I try and capture a page it ends up hanging on the "syncing capture"
I have tried signing out and back in , but no love.
Nate, Employee
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Would you mind submitting a support ticket here so we can look into this further with you? https://support.techsmith.com/home
Thanks!
-Nate
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I'm having the same problem as Kalon, with my students' accounts. They have a subdomain. It says 'Syncing capture...' and won't allow us to name it.
Nate, Employee
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I checked all the security settings and made sure that Snagit was allowed for Everyone. Also i had to push out Snagit using the Enterprise policy, so going into Chrome settings and making sure that you push it out that way.
I also had to make sure that Snagit was syncing with Google Drive, as this is the default area it syncs to. So you need to make sure Drive is also enabled for the domain. Outside of a domain, i would assume you still need to go into drive>setting>manage apps> and ensure that snagit is syncing here.
Jessie O'Donnell, Influencer Relations Coordinator
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Sign out of Chrome and then re-sign in. I got Snagit to work this way, because snagit is not a "Business " app you have to force install on your Domain so that it will sync with your Google Drive acct. Hope this works for you.
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Robert R., Online Community Admin
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Did you contact our actual Technical Support team (found at: https://support.techsmith.com/hc/en-us )? Our technical support is free and reachable through that link. If you have already, do you have a ticket number so I can look into your existing conversations with our Technical Support team?
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I captured an important video conference using SnagIt Chrome Extension. They page froze while 'syncing'. The url is this -
chrome-extension://annopcfmbiofommjmcmcfmhklhgbhkce/video-player.html?videoId=8a40f30e-a3d6-626c-95da-d2073c16fa4d&fileName=recordings/8a40f30e-a3d6-626c-95da-d2073c16fa4d.avi&title=2016-05-04_12-25-48&parentTab=4
How do I find this video file on my computer? I'd like to upload it to YouTube.
Thank you,
Todd
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Nate, Employee
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If there are no known issues with Google Drive, and this is still happening for you, we would be happy to look into it further with you in a support ticket. We have seen other causes result in this behavior, for example Google account conflicts, network problems, or security settings for administered organizational Google accounts.
If this is happening for you on every capture, here are some initial steps to try....
- Reinstall the extension
- Make sure Google Chrome is up to date
- If possible, try connecting the machine to a different network
- If this is happening on an organizational Google account, try installing the extension on a personal Google account to see if the same behavior occurs.
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