We paid for a buggy BETA build

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  • Updated 1 year ago
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Just who in the world tested this release? I would like to know, because you cannot run a simple 5-10min recording > editing session without running headlong into a bug infestation...making this release absolutely unusable for work. I'm seriously considering asking for a refund (for upgrading) at this point. It's just that bad.
 
Sure all apps have issues here and there, but this is a bug-infested ALPHA/BETA build! I work for a software company and we do not simply rely on internal testing. We use Open Beta so current license-holders CAN HELP US SPOT BUGS/PROBLEMS...especially leading up to a major release.

Why did you not invite CS 8 license holders to BETA test the release candidate for 30days or so, to insure this was a stable release? I don't know how many times I've had to kill the app via Windows Task Manager. The VOICE NARRATION tool is totally busted. Many times it hangs and clicking STOP will do nothing....it will just keep recording. ESC won't stop it. Nothing will.

The Noise Removal tool is busted. Try to analyze and it just does not work...at least on project created in CS 8. Oftentimes, dragging the slider, it just stalls for a number of seconds. I am using an i7 970 6-core/12 threads, 32GB RAM, GTX 1070. The current project file isn't even a full 10min.

The only reason I upgraded during the trial period is because I practically had to. I had hours of work invested in a project I was working on, during the trial...only to find out AFTER THE FACT (you don't even afford customers the courtesy of knowing UP FRONT about the watermark...the only way to know is to actually do work and try to render. If you've worked for hours, you have no way to get that work back apart from upgrading), that there is a watermark on the trial. We don't do that with our software. 30 days means full usage without hidden restrictions. As you can tell, I'm extremely upset with Tech Smith right now.
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dnashj33

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Posted 2 years ago

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Paul Irvine

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Just to jump to Techsmith's defence on this...there was a beta program (which I was part of).

I've been using the beta and now the production C9 for many months and never had any issues with the software (and I'm a power user too).

Not that this helps with your problem of course :(

Your system spec is similar to mine (i7 ,16GB ,Radeon 7800, W10) but what prompted me to reply was your use of the 1070 card which at present is a bug filled nightmare and "could" be causing the issues you're experiencing.

See link here --> http://www.digitaltrends.com/computing/gtx-1070-memory-issues-firmware-fix-evga-palit-gainward/

Definitely worth checking out I think.

Cheers,
Paul.
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dnashj33

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I've been a license holder and daily user of CS 8 for years now, and I never got ANY notice of a of a Beta. Even when I raised a fuss a few months ago about the lack of 64bit support, no one from TechSmith mentioned a Beta for v9...here on the is forum. Not a single word.

How would a GRAPHICS card cause AUDIO recording to hang?
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clephane1

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Simple: The system has to time all the elements for playback.  If something gets out of sync, the whole house of cards comes tumbling down.   If there are too many errors in the transactions between the video display hardware and the system...as it struggles to keep audio/video sync...the whole thing crashes.            

A simple illustrative example:   Try using a bluetooth audio device for your sound...and a bluetooth mouse at the same time.    The latencies introduced by those two devices alone...while trying to timeline edit....can bring down even the most robust system.    So a video card driver...with issues...sure...not a stretch by any means.
(Edited)
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Robert R., Online Community Admin

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Hi dnashj33;

The issues that you reference are not common with Camtasia 9; have you opened a support ticket for these issues (we mention on our front page that technical issues / bug reports must be submitted through the ticketing system, see the below image)?

As Paul mentioned, we do indeed hold betas, which are currently invite only. In regard to a graphics card causing an audio hang, it is possible; if you open your Device Manager and look at your audio devices you will likely see nVidia audio in there, depending on the crash happening, it could be related to those devices. However that is just conjecture, we strongly recommend you follow the appropriate steps to open a support ticket so one of our agents can look into your issues and if necessary, submit a bug report to our developers.

-Robert

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dnashj33

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There are just too many bugs I've encountered to report them all. I don't have time to spend all morning long reporting all the various bugs. I turned my PC off, and switched my graphics card to the GTX Titan and still have the same problem with the Narration. It hangs (doesn't respond to mouse clicking the STOP or CANCEL button nor ESC key). I simply cannot complete the work I need to turn in because of these multiple issues...not in v9. I'll have to render as is and import the footage into CS 8 or Premiere Pro to finish the work. What the heck did I pay for?
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kayakman, Champion

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can you check and confirm the build number for installed copy of CS9 [Help/About]; release build is 1306

I ran into the issue you report above [Voice Narration stop button not working] during the beta cycle, and reported that bug multiple times; it seems to be fixed in the release version as I can no longer reproduce the issue

during the beta, to get around that bug, I used free Audacity to accomplish my voice narration needs

if you are on the release build, and still seeing the stop button issue, I recommend [as above suggested] that you do a support ticket
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dnashj33

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It's 1306. If it were just this one issue, I would do the support ticket, but I've run into half a dozen or more bugs/issues. Most of which I've mentioned here. on this forum.
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kayakman, Champion

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I would still do a ticket, listing all the key "bugs" you're seeing in a summary listing format

during my 2 years of CS9 beta testing, I posted over 250 bug reports; the vast majority seemed to have been addressed in the release version, but there are still some that are outstanding

perhaps summarize the the key ones here so others could evaluate against their own experiences?
(Edited)
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brucerothwell

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For the record, although I am on a Mac, Camtasia 3 Recorder for Mac successfully recorded a 2 hour screen capture for me last week.
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dnashj33

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The issues I'm talking about are not related to the recorder, but the Editor. Just a lot of problems that make it practically unusable on a work project. I've also noticed how it somehow blocks my Taskbar from popping up when I hover over it, so if I want to click on an app icon in the Taskbar, I HAVE TO minimize the application first. This is so annoying, and it's one of many. I'd waste a full day with support tickets.

I think I'll just record all the issues and put them on Youtube for everyone to see, instead. I'm really ticked off having to pay for what amounts to a buggy Beta Build, and they didn't even bother to invite current CS8 users to participate in their Beta program...so all of these could have been ironed out before the official release.
(Edited)
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kayakman, Champion

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regarding the Task bar not popping up, have you tried setting it not to hide?

I keep mine in view all the time, excluding it from my captures; and I do not have the issue you describe; I hope you files a support [bug] ticket so that issue can be verified and addressed?  this forum and Youtube are not appropriate for "logging" suspected bugs

regarding the beta program, I suspect that there were many [invited] participants; but not every Camtasia user was invited to participate [millions]

that said, every potential user can do their own beta via the 30 day free trial; they can use the software aggressively to see how it fits their needs, before they buy

software bugs are an unfortunately reality with software, especially new major releases; in my experiences, some bugs always show up no matter how thorough beta testing was

your frustration is understandable, but the best way for you to help us all is to file bug reports via support tickets
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David D, Technical Product Manager - Camtasia

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Hello DNash33,

Clearly your experience with Camtasia 9 has been frustrating. I am sorry that Camtasia 9 caused that frustration.

I’d like to offer to speak to you directly so we can understand the issues you’ve encountered. This would allow us an opportunity to get the specifics and potentially offer resolutions.

Regarding the experience you had in the trial of Camtasia 9. I can understand how investing time in a important project during the trial then encountering the watermark at production would be upsetting. The EULA does state that the trial is for evaluation and review and not for production or commercial purposes. As we work toward our upcoming releases, we will take your experience into consideration to determine if a more prominent indication of a watermark prior to use is appropriate.

You can contact me directly at d.dooley@techsmith.com to setup a phone call or online meeting.

Sincerely,
David Dooley
Camtasia Technical Product Manager 
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dnashj33

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I could do that, but I've pretty well stated my issues with this release. One minute, the voice narration option may be working fine, but at another point in the same project, just 30min later, it has the same nagging problem of NOT STOPPING and NOT RESPONDING TO ANY COMMANDS! This happened just now. I had to close the app to stop the voice recording.

Same thing goes for the Properties panel not showing any properties half the time. I cannot tell in a screen sharing session, just when Camtasia is going to crap out on me or not.

I just want this software to work...so I can do my work. Sure, I'm being rather fussy, but it's merely a reflection of or reaction to the software being so fussy.
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dnashj33

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Just uploaded to a "jaded" review showing most of the issues I've encountered with Camtasia 9. One is a lack of communication on TechSmith's part. I mentioned the need for a 64 bit version, on this forum several months ago, because of all the crashes I was experiencing in CS 8 (due to 32 bit). Not a single person from the TechSmith staff mentioned a solitary word about a 64bit Beta. Turns out, there had been one all along.

I've been using this app daily for over 5yrs, registered. Filled out support tickets somewhat related to the lack of 64bit, and not a damn word. Yeah, I'm pissed. Would have been a lot easier to spot the show stopping bugs if you would have communicated with more than just a small handful. That's why it's so buggy now.

The 2nd major issue is the unmentioned watermarks on the render and the changed file format = no way to get your work out of the app if you didn't know about the watermark and spent hours and hours on a given project! Not cool.

(Edited)
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David D, Technical Product Manager - Camtasia

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Hello Mr. Nash,

I’ll apologize in advance for the length of this post. I don’t have a way to contact you directly to address your concerns.

We released a 9.0.1 maintenance yesterday (11/15/16). In that release we've addressed the top issues that have been reported to us through our Technical Support team. I only have what you’ve posted as a guide so I can't say for sure how we might address your issues.

From your posts and this video it seems voice narration and properties panel have been causing you lose of time in your work.

9.0.1 should address the properties panel refresh issue.

Regarding voice narration, from talking to our support team and reviewing our inbound channels, we’ve heard from 3 others that have something similar. Yours would be number 4. For 2 of those users, we’ve been able to communicate with them directly. It appears it only occurred for those users when working on a project that was created in a previous version of Camtasia. Neither user experienced the problem when creating a new project in 9. Unfortunately, even narrowing it down to a potential upgrade issue, doesn’t give us enough information to be able to identify a cause. We haven’t been able to reproduce the issue internally even when given at the same project that was causing an issue for one of the users that communicated with Tech Support. In short, we are still gather information.

Resolving user issues, especially intermittent ones impacting a small number of users like your voice narration issue, is often dependent on our ability to have users that are willing to work with Tech Support. Without users that are willing to work with Tech Support directly, identifying a root cause and addressing it takes much longer.

As I’ve mentioned in a previous post, I understand and can appreciate the frustration the watermark caused you. We will take your feedback on our watermarking workflow into consideration for a future release but in this 9.0.1 release we have not made a change to that workflow.

Regarding providing beta releases to the public, it’s been our choice not to make beta releases publicly available. I do understand that other software companies take the approach of public betas. There are pros and cons to each approach. I won’t clutter this thread with a pros and cons discussion. I’m happy to speak with you about it directly if you like.

If after trying 9.0.1, you still feel as that Camtasia 9 is not meeting your needs, please contact our Sales, or if you prefer myself directly (d.dooley@techsmith.com), and we’ll give you a full refund. Here's the contact info page, https://www.techsmith.com/contact.html

Again, the fastest way we can address issues with our software is through direct conversations with our users. My offer still stands to have a conversation with you so that we can troubleshoot your specific issues.

Lastly, I hope you take this post and previous posts by myself and Robert R (also a TechSmith employee) as a sign that we are acting in good faith to listen to, and when possible, resolve issues for our customers.

Sincerely,

David Dooley
Technical Product Manger for Camtasia