SnagIt 11 Helpfile is blank on Windows 7

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  • Updated 6 years ago
  • (Edited)
My Snagit 11 helpfile always displays blank screens. I reported to tech support and the response was basically "We know it doesn't work for all PCs and we don't know why.."  I've never had a CHM file that worked for some computers and not others. I'm running Win 7 Pro. I did decompile and recompile the helpfile and it now works for me and each time there is an update I copy my CHM file to overlay the update. Also, I noticed when decompiling that there was no content for some topics. I admit to being disappointed that the quality of the helpfile is in this state and I'm curious if others are experiencing a useless helpfile. Otherwise, I enjoy using Snagit. Thanks, 
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david kirk

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Posted 6 years ago

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Rick Stone

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Hi there

Perhaps it's related to your version of Microsoft Internet Explorer. The CHM viewer relies on elements of IE for presenting content. I work with Adobe RoboHelp and I'm aware that the most recent versions of IE have been wreaking havoc with the help outputs.

As an aside, I'd be leery about decompiling and recompiling, as I might imagine that would quite likely totally trash the context sensitive mappings for calls from the application entry points into the help.

I just opened the help for my own CHM for SnagIt 11 and walked through the TOC. There were no blank topics for me.

When you say "blank screens", are you saying they are just totally devoid of information? Or is there an error or advisory message of any sort presented instead? And is it for all topics or just a few here and there?

Cheers... Rick :)
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david kirk

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Thanks for the feedback. By 'blank screens' I mean totally devoid of information. The topics are listed in left column, but there is no content. All topics. The search works, listing related topics, but everything is blank.  I agree with your comment on recompiling. What I did was use a CHM editor to insert one space into the content of each page and it now works fine, except for a few entries. I have no problem with any other CHM on the PC. I guess my experience is just as a minority. It does work on my old XP PC and on my wife's PC, which is the same as mine except she has IE 10 and I have IE 11. Anyway, I don't use the help file often, so I'll carry on  Thanks again, 
david 
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Rick Stone

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David, I'm sure from a user standpoint that a CHM is a CHM is a CHM. But that's unfortunately not the case. There are several tools that may be used to create CHM files. In looking at the code of one of the SnagIt topics, it appears TechSmith is using Madcap Flare to create their help files.

Each tool handles the code in different ways. My guess is that TechSmith needs to know about your issues and their help developer needs to report it to the folks at Madcap so they can determine what needs to happen to resolve the issue. Odds are, TechSmith would need to install a patch to their Flare application and recompile the help. Then re-distribute in some way to the folks that are seeing the issue.

Cheers... Rick :)
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david kirk

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I agree, Rick. I did report to Techsmith, but the response was basically "we don't know", with no attempt to pursue the issue. I think it's Madcap Flare, too. I had checked their forum and the issue has surfaced there and members on that forum have also found that it seems to only be CHM files from Flare. And only on Windows 7. I've seen a number of posts on various websites, all reporting the same problem - blank content for Windows 7 - and it's not consistent. Thanks for listening. I may resubmit my problem to tech support again. Your feedback matches what I've been thinking, so it's worth a try.  thanks,
david 
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Daniel Foster, Snagit strategy lead

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Hi David - I confirmed with the team that this is an issue for a very small number of users (lucky you, right?) and that despite extensive investigation we have been unable to pin down the cause or fix it for affected users. I'm sorry we don't have happier news in that front.

Probably the best solution we can offer is a PDF of the help file, which you can download here:
http://www.techsmith.com/tutorial-sna...

Thanks for using Snagit and for taking the time to post.

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