TechSmith Extension not creating TechSmith Folder

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  • Updated 3 years ago
I am a teacher and I have had my students install the SnagIt extension on their Google GAFE logins on our Chromebooks.  I have several students who completed the installation but no TechSmith folder was created in their Google Drive.  We have tried deleting and reinstalling the extension but that has not corrected the problem.  Without this folder, the extension cannot sync files.  Thanks for your help!
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sdirghalli

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Posted 3 years ago

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Kelly Rush, Product Manager

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Hi sdirghalli,

Are you making sure that the students are accepting the permissions during installation? If not, the extension will not be able to create the folder on their Drive space, and thus will exhibit the problem you're seeing. That's usually the most common reason for this not working.
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sdirghalli

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Thank you!  Yes I did ensure that my students accepted the permissions during the installation.  Also, when I did have the students in question (it's less than 5% of the students) delete and reinstall the extension there was no popup requesting permissions.  Thanks again.
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Nate, Employee

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For the users running into this, after installing the extension, do any of the captures successfully indicate that they have synced?  Or do all of them seem to get stuck on the syncing phase (and never progress)?  Thanks!
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sdirghalli

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No, for users with this issue, none of the captures sync.  They all get stuck on the syncing phase.
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sdirghalli

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No, for users with this issue, none of the captures sync.  They all get stuck on the syncing phase.
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Nate, Employee

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Can you have one of the users right click on the Snagit for Chrome extension, and then choose Manage Extensions.  Then, click on the Details link under Snagit, and a new window should open showing some more information. What is the exact version there, and what permissions does the extension have?  
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Clair Segal

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My students are having the same issue (also a GAFE school with the extension installed.) The extension is version 2.1.1.425 and it has permission to: 

read and change all data on websites you visit
capture content on your screen

We also get stuck at the Syncing step (it doesn't move/sync at all) and the videos don't show up in the TechSmith folder. 

Haaaaaalp!

Thank you!
-C
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Nate, Employee

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Hi Clair, 

This sounds a bit different than the behavior above.  If this is happening for all of your users, the first thing I would suggest is trying on a different network entirely, to make sure there is not some network policy that is blocking that sync from happening.  Second, try using a personal Google account on the same network - this will help narrow down if the problem might be with the network, or with the Google accounts and how they are set up. 
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sdirghalli

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Clair, what you are describing is exactly what I am seeing, only it is happening only to a small percentage of my students.  

At the very least, it's nice to know that I'm not alone!
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Nate, Employee

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Sdirghalli -  You had mentioned that no TechSmith folder is being created for your users who are running into this,  is that still correct?  If so I do think the problem is a bit different than what Clair is running into (it sounds like the TechSmith folder is being created in her case, and no users are able to sync captures).
 Were you able to check the permissions and version  of the extension for those users?  Thanks!
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sdirghalli

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Sorry about that...
Version: 2.1.1.425
Permissions:
-Read and change all your data on the websites you visit
-Capture content of your screen
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Nate, Employee

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Okay, thanks.  That is everything we are looking for - would you be able to submit a ticket with us, and put "Attn: Nate" in the subject? http://bit.ly/1Nabzvs 

There is not a single setting that I am aware of that would cause this to not work just for those users, so it may take a bit more troubleshooting. Thanks! 
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sdirghalli

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Nate, there is no option to select just the Snagit Extension.  When I select Snagit, the options for versions don't align with those of the extension.
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Nate, Employee

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You should be able to scroll down the product list, and select Snagit for Google Chrome.
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sdirghalli

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Wow...perhaps if I'd scrolled down...
Thanks Nate.  The ticket has been created.