Why does SnagIt 13 require an Internet connection at logon time?

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  • Updated 3 years ago
When I first log onto my laptop, my work VPN sometimes leaves the proxy configured on IE. This causes a little box to pop up saying that SnagIt was unable to establish a connection. This is a new behavior as of SnagIt 13, as far as I know. Can someone please explain why it is that I'm seeing this behavior?
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GrayWolf

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Posted 3 years ago

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Rick Grunwald

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While I do not know the answer for this product in particular, many products will "call home" to verify the license
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trevor

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Snagit > Preferences > 'Send Anonymous Usage Data' or 'Automatically Check For Updates' - are either of those items checked?
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GrayWolf

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Hi Trevor - thanks for the quick reply. Check for Automatic Updates is enabled. If that's the problem then there is a bug with the product. It should check 1-3 times, fail, and give up (with a warning saying so). It should not constantly complain about not having a connection endlessly, as I've observed. I have unchecked the box and will reboot later to see if the issue reoccurs.

Rick - You could be right. That said, I still want to hear back from a TechSmith rep about this undesirable change. I should be able to use the product without an Internet connection once I've successfully activated it against the TechSmith registration servers. I did not buy this product to be forced to have an always-on connection.
(Edited)
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Rick Grunwald

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Yes they need to address it here and if there is a bug, fix it
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Robert R., Online Community Admin

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Official Response
Hi there!

We actually introduced the need for an internet connection back in Snagit 12; there are a number of purposes, one of which is as Rick mentions, and checks to see if there is a valid software key associated with your TechSmith Account. If there is, then no more hassle trying to find software keys and activating; simply sign in with your account and voila! The 'net connection is also used for trial purposes, though the biggest benefit is definitely the simplified activation service.

Note, with Snagit 13 Trials, an internet connection is required.
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Neville

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@Robert R,

What about after entering the license key manually when installing Snagit 13? Does it do any further "phoning home" if not logged in to one's TechSmith account within the application?
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Robert R., Online Community Admin

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Hi Neville;

Without getting into the ins/outs of our activation processes, I can say that it would be safe to say that once you enter the software key and its validated, you should be alright.
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GrayWolf

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Hi Robert ,

I'm sorry but once the product is activated, it should not be "phoning home" with every logon. I work with a laptop and do not always have an Internet connection. I really do not like that I'm endlessly harassed about Snagit not having a connection when I log on. Are you telling me that there is no way to prevent this from happening?

Thanks,
Brent
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Glenn Hoeppner, Employee

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Brent,

Internet should only be required to make an account and use the trial. If you already have a  key, or purchase a key, you can enter the key in Snagit without an Internet connection.

You should be able to locate (and disable) the other options which would cause Snagit to reach out to the internet in the Snagit preferences:
  • Show TechSmith notification feed
  • Send anonymous usage information
  • Automatically check for updates
If you've entered a key and disabled those options and it's still trying to connect to the internet something is wrong.

-Glenn
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SF

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Hi Glenn
I am trialing v13 hoping to upgrade. I'm no technie head so just wanted to quickly confirm following (from my understanding of answers in this thread) that if I have a full v13 license key already entered into my pc, I never need to have an internet connection to use snagit v13 if I fully disable the above 3 options that makes v13 call home, correct?
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GrayWolf

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Hi Glenn,

Thanks for the quick reply. I did have "Show TechSmith notification feed" enabled in the editor. I've disabled that. The other 2 are in the SnagIt "Capture Preferences" and I disabled those after Trevor's earlier reply. I'll reboot my laptop after work and see if the issue is persisting.

-Brent
(Edited)
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GrayWolf

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This is what I get even with all of those options unchecked. I find this to be totally unacceptable and would appreciate someone from TechSmith following up with me to explain how to prevent this behavior when I reboot without an Internet connection.


I want to be quite clear that these options are, indeed, fully disabled on my copy of SnagIt v13:


Show TechSmith notification feed

Send anonymous usage information

Automatically check for updates


There's also this to prove that my copy IS licensed:


(Edited)
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Glenn Hoeppner, Employee

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Yeah, this is unexpected. I would open a support ticket at this point and they should be able to work with you one-on-one to figure out what's going on. You can open a ticket at https://support.techsmith.com

I'm also going to follow up with someone on the Snagit team; it's possible there's an additional setting or something I don't know about.

Sorry for the trouble,
Glenn
(Edited)
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David Howell, Employee

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The problem I think you are having is that once you have signed in to your TechSmith account from Snagit, every time you start Snagit afterwards (fresh, when it was not running before), it will call into the TechSmith servers to refresh your profile data (email, account photo, and such).

I wouldn't expect you to see a sign-in error like that, especially if you were able to sign-in previously.

It is possible that if you are behind a proxy/firewall, that might cause an error like that. See this GetSat post: https://feedback.techsmith.com/techsmith/topics/snagit-v13-setup-you-are-disconnected

The support folks could help you with this, but whenever you see a sign-in error like that, Snagit does write what went wrong (technical  details) to a log file on your local drive. They may ask you for a copy of that. If you're feeling ambitious, it can be found at:  C:\users\{yourusername}\AppData\Local\TechSmith\Logs. It would be either Snagit32.log or SnagitEditor.log depending on which app you started.

For the time being, a workaround could be that you don't have to leave yourself signed-in to your TechSmith account while you use Snagit. One inconvenience of this is that you would have to sign-in whenever you tried to share to Screencast.com. Or if you wanted to go to your online account page.

Sorry for the trouble with this,
Dave
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David Howell, Employee

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In addition, it seems to me that if Snagit was unable to refresh your profile data, it could just fail silently without having to make a big announcement about it.

One inconvenience with that is that any updates you make to your online account wouldn't be shown in the product (say, you changed your account picture) unless you manually signed out and then signed back in (from the product).

Any thoughts about that? From anyone? User input on stuff like this is really helpful.