Snagit for Chrome is having a problem syncing.

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  • Updated 3 years ago
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Snagit is having a problem syncing. How can i fix this issue??? It is driving me crazy!

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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Mario

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Posted 5 years ago

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Kelly Rush, Product Manager

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Hi Mario,

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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bwadethree

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Image captures have nothing to synch to. Video and audio have to remain in synch or you see lips move and the wrong words coming out. ; ) 
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Kyle Taylor

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I'm having a similar issue on my Acer C720P Chromebook running 37.0.2062.120 (64-bit). I saw in another of your replies that logging out and then back in solves the issue. But this has not helped. I've logged in to the Chromebook then once in the browser logged out then logged back in. I've also logged out of the Chromebook profile completely then back in with no success.
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Kelly Rush, Product Manager

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Hi Kyle,

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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ligol

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Having same problem with syncing with an image capture.  If I click open it just spins. If I click on share then it takes me to open permissions and when I click on it I get the error that the google account needs to be logged off and logged in again.  Which I have done several times.  I am using Google Chrome browser but have tried Firefox.    Very frustrated!  I loved using this tool but I may abandon it. 
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Kelly Rush, Product Manager

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Hi Ligol,

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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Kalon

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I too am having this issue.

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.

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Nate, Employee

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Hi Kalon, 

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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lnowakowski

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Hi Nate,
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.
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Nate, Employee

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Would you mind submitting a support ticket as well using this link?  https://support.techsmith.com/home  These types of issues are often very specific to the environment in which Snagit is being used, so we may need to dig a little bit to find the problem.  Thanks!
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Daniel Rezac

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This happens often on our domain. I assume it's an issue with the API call. We've all but stopped using Snagit because of it. It's sporadic, but happens enough to be frustrated. 
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Jessica Baker

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I'm also getting the 'syncing capture' message. I need to know how to resolve this asap! I'm having the issue on hp Chromebook as well as desktop running Windows.
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ykoulikov

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You guys are asking to submit tickets but then the people that post do not see a resolve.  This has been happening a lot for every chrome account and machine I have.  Unfortunately I have found that putting in a ticket provides little help. Would you mind posting the solution here. Obviously it is a widespread issue and not limited to OS,
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Kalon

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I was able to resolve this as our Snagit usage is in a domain using Google+ . 
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. 
(Edited)
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Jessie O'Donnell, Influencer Relations Coordinator

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Thank you for closing the loop here, Kalon!
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ykoulikov

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Thank you Kalon, but the problem persists. We also have a domain and snagit is allowedd for everyone
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Kaitlin

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Hey there, I apologize to send you elsewhere, but it sounds like the situation may be unique to your network. Would you mind submitting a ticket too? It's free and our tech support guys are great! http://bit.ly/ts-gethelp
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Kalon

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@ykoulikov do you also have Google Drive enabled? If i remember correctly, I had to go into the Google Admin dashboard> Apps>Additional Google Services>Chrome Mgmt>User Settings>scroll down to find "Force-Installed Apps and Extensions"> Click on the "Manage force-installed apps"> Choose the Chrome Web Store> search for snagit> Choose both snagits that show up by clicking "add" then save.
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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Jonathan Ingram

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None of this has been helpful for me, and I'm still having the syncing issue.
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bwadethree

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I'm also experiencing it with Chrome and feeling like its most likely a 'known issue' without anyone at SNAGIT knowing how to fix it or they're playing dumb hoping you and I will go away or not blog elsewhere about it...like FB or other social media sites like "maybe-itsu" a new social media site for soggy-ware developers without good tech support help. 
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Robert R., Online Community Admin

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Hello, @bwadethree

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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laurenrebekah7

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I'm having the exact same problem as lnowakowski. I tried checking my drive like it said in another thing to do with this and it says that there are no problems.
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Kool Kyurem25

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I use TechSmith to record vid for YouTube and if I try to sync my vids that are longer than 10 mins, it doesn't sync. I filmed on the 25th and the vid was over 10 mins and it still hasn't synced so I can upload it. THIS IS POO!
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youpvanmarle2015

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I have the same issue, my video is 20 minutes long and it is syncing for like 2 hours.... please help me
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Todd

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Hello Everyone,
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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Christine Bauer

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I'm having the exact same issue. I captured a screen on Mac (not video, just scrolling screen grab) and It's stuck on "Syncing capture...". I'm using Chrome as well. 
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Christine Bauer

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FYI - I've already switched back to Awesome Screenshot because it seems this is A) a known issue, and B) that Techsmith is not doing anything about it.
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Nate, Employee

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Hi everyone - when a capture is complete, the content needs to sync with Google Drive under the account that is being used.   In some cases, if there are problems with Google Drive, then unfortunately the sync may never complete.  This page shows the current status (and history) of Google services:  http://www.google.com/appsstatus#hl=en&v=status&ts=1461383999000 

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.