Version 2018 immediately crashing after starting on MacOSX 10.11.6

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  • Updated 4 weeks ago
Hi, 

I have just downloaded the latest 2018 Version of Snagit for Mac and it is crashing immediately after launching the program. 

I am still running 10.11.6 MBP 15 inch Mid 2012

On my newer MBP it starts up and works for a while, but whenever I use NordVPN or FortiClient to connect to a VPN it crashes. 

I can sort of wait for the fix to get rid of the random crashes, but not being able to use the app at all causes issues and it would be nice to have a fix soon.

Any feedback from developer welcome. Also, please let me know what logs to send you and how I can retrieve them.

Thanks.

Robert
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Robert

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Posted 12 months ago

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Luke Griffioen, Employee

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Hi,

So sorry about the crashes! In your computer's Applications folder, there's a folder called Utilities. In there is an app called Console. If you launch that app and select "User Reports" and then search for Snagit 2018, you can find the logs for the most recent crashes.



Once you find them, you can right click and Reveal in Finder to get to the log files. You can email them to me at l.griffioen@techsmith.com and then I'll take a look and see what's causing this for you.
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Robert

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Hi Luke,

Thank you for the quick response. Have sent you log files now. Crash hasn't happened since I allowed accessibility option for Snagit 2018 and restarted the computer.

Best regards,

Robert
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Luke Griffioen, Employee

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Hi Robert, 

Thanks for the crash logs. It looks like the crash is one we're seeing with being signed into Snagit on macOS 10.11. We're looking into a fix on our end, but in the mean time you can either sign out of Snagit, or if you're able to, upgrade macOS to 10.12 or 10.13.
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Robert

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Hi Luke,

Thank you. I will wait and at the moment it is running smootlhly (fingers crossed). With MacOSX I only upgrade if absolutely necessary.

Have a good weekend.

Best regards,

Robert
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Natalie Halimi

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Hi, this issue is still happening. Is there an update about a fix? I can't run Snagit on my Mac.
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Luke Griffioen, Employee

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Hi,

Are you on the same versions of Snagit and macOS as the post title? If so, you can sign out of Snagit as a temporary solution. If not, then we'll need to dig deeper to find what's going on in your case.
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Arnon Moscona

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I'm having the same symptoms. Reinstalling snagit 2018 did not make a difference.
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donato

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I get an immediate lock up of the system when I try to do a Capture
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toangelica

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i have the same thing. it freezes up my entire Mac and i have to restart to get out. 
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Luke Griffioen, Employee

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Hi,

If you're on macOS Mojave, capturing will freeze up unless you're on the latest version, 4.1.10, 2018.2.3, or 2019
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Luke Griffioen, Employee

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Hi,

For anyone still running into this, you can open a ticket with our Tech Support team and they can help you get around this issue. Alternatively, this problem appears to only be on macOS 10.11, so if you're able to upgrade to 10.12 or 10.13, then that would resolve it as well.
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donato

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How to update, the option to check for software updates is hidden somewhere?
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Luke Griffioen, Employee

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Hi,

First, open the Snagit editor. Then under the Snagit menu, choose Check for Updates...
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donato.diorio

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Upgrading fixed it.  Check for updates should not be hidden like that. 
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Luke Griffioen, Employee

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Hi,

That's the standard location for check for updates in a mac application. Are you maybe suggesting that the helper app should have a check for updates option?
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donato.diorio

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If the help app is the thing at the top of the mac screen yes.  That is most exposed, easy to access part of snagit.  ...Oh and I challenge you to a 50 Fly.  I get 1 second for every 5 years older I am then you as head start.