[RESOLVED] Troubles with TechSmith Services

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  • Problem
  • Updated 8 months ago
  • (Edited)
At around 4:15 pm EST TechSmith Service operations teams became aware of an issue that is affecting several TechSmith services and immediately started working on troubleshooting the issue.

Our team working on the issue have engaged the necessary upstream providers and are working on deploying a workaround to mitigate customer impact.

UPDATE 9:00 pm EST:

TechSmith's upstream provider confirmed the issue that was affecting TechSmith services has been resolved. We have confirmed impact to TechSmith services is also fully resolved at this time.

TechSmith staff will be performing analysis of this incident and will identify if there are steps that can be taken to reduce future impact when our providers experience such issues.

Thank you for your patience and understanding as we worked on resolving this issue.

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UPDATE 8:00 pm EST:

TechSmith received word from an upstream provider that they experienced an issue that was affecting TechSmith services. Their operations team isolated the issue and has started working on mitigation.

The TechSmith operations team noticed our services that had not yet received our workaround began coming back online. We continue to monitor the situation and our upstream provider.

As of 8:00 pm EST all previously affected services are working as expected.

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As of 7:00 pm EST the impact is as follows:

TechSmith Relay
- Can sign-in to service
- Can NOT upload media
- Can NOT playback videos
- Can NOT access admin pages

Screencast.com
- Can play media hosted on service
- Can login to service
- Can upload from web
- Can NOT upload new media from Camtasia, Snagit, Jing

Video Review
- Can login
- Can view media
- Can NOT upload new media

CoachsEye
- Can NOT sign in
- Can NOT view media

Quizzing Service
- Researching impact

We will post updates as they become available and we are able to restore functionality to our services.
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Paul Donahue, Technical Product Manager - Cloud Services

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Posted 9 months ago

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Rick Grunwald

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Thanks for posting this
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Tom.Erickson

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This reply was created from a merged topic originally titled Free version of SnagIt takes me in endless circles.

I'm trying the free version of Snagit.  After rebooting and I click on the Snagit icons all it wants me to do is to login, which I do, and then nothing.  It just keeps wanting me to login repeatedly.  What gives?  
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Paul Donahue, Technical Product Manager - Cloud Services

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Hi Tom,

I'm sorry you ran into this issue. If you try again it should be resolved as of now.

Paul
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Paul Donahue, Technical Product Manager - Cloud Services

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UPDATE 8:00 pm:

TechSmith received word from an upstream provider that they experienced an issue that was affecting TechSmith services. Their operations team isolated the issue and has started working on mitigation.

The TechSmith operations team noticed our services that had not yet received our workaround began coming back online. We continue to monitor the situation and our upstream provider.

As of 8:00 pm EST all previously affected services are working as expected.
(Edited)
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Paul Donahue, Technical Product Manager - Cloud Services

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UPDATE 9:00 pm EST:

TechSmith's upstream provider confirmed the issue that was affecting TechSmith services has been resolved. We have confirmed impact to TechSmith services is also fully resolved at this time.

TechSmith staff will be performing analysis of this incident and will identify if there are steps that can be taken to reduce future impact when our providers experience such issues.

Thank you for your patience and understanding as we worked on resolving this issue.
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pbrar94

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I used to be able to capture a screen shot using Jing and see the content clearly. Now every screen capture is so blurry and can't read it or make it large.
Any solution to this?
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Paul Donahue, Technical Product Manager - Cloud Services

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Hello - I'm sorry to hear you're having troubles. I would recommend opening a support ticket for this issue with the link below and our awesome support folks can help you out.

https://support.techsmith.com/hc/en-us/categories/200174598-Jing-Technical-Issues
(Edited)