Why is TechSmith Updater using so much memory?

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  • Updated 3 months ago
Recently tscupdclt.exe began using huge amounts of memory.  I have a Win7 PC  and I am running Snagit 18.0.1.594.
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eml

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Posted 11 months ago

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Rick Grunwald

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What I would do it find that file, shut down snagit from the task manager, rename the file and start Snagit up again (I rename with an underscore in front so it will be tat the top of the list if anything goes wrong) It is usually found here
C:\Program Files\Common Files\TechSmith Shared\Updater\TSCUpdClt.exe

If that doesn't do it then You can Submit a ticket
       https://support.techsmith.com/hc/en-us/requests/new

Or call, >>>

 Toll Free: 800.517.3001 (U.S. & Canada Only)

8:00 AM to 7:00 PM EST Monday through Friday

Chat Support Hours.

You can reach the “CHAT” Support Team for assistance from

 6:00 AM to 9:00 PM ET, Monday-Friday

 Saturday from 12:00 PM to 4:00 PM ET.
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Brett, Developer

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Hello. A few users have reported similar things to what you are seeing. There are a few things that I would like to ask you to help us pinpoint what could be going wrong. Since it may require a little back and forth with questions and answers, it may be easier to talk through email. I'll send an email shortly. If you don't have time to answer the emails, that's completely understandable.
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Joe Morgan

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FYI,
If you post a comment like I'm doing here, Like you did above
 

It locks the comments above from being edited. He can't remove his e-mail contact as a result.

If you posted as a Reply "Below". He could access and edit the post.

By commenting to you, your locked out as well. I'm removing this comment as soon as I post it.
You get the a e-mail and then you can copy and paste your comment as a reply. Delete the comment freeing markbergner to edit his post if he chooses to.

Regards,Joe
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Rick Grunwald

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I can't edit any of mine so let the admins get it
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Glenn Hoeppner, Employee

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I got it :)
-Glenn
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Rick Grunwald

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Thanks Glen. People do not realize that they should not be posting email addresses on ANY forum. There is software out there that can specifically scan and rip websites . I have used HTTRACK to get graphics off of sites but even that legitimate program can be set to gather  any and all email addresses
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Glenn Hoeppner, Employee

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Yeah, I'm painfully aware of this :)

-Glenn
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Greg Belfor

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Me too...I keep killing the process when my PC seems sluggish.  This last time it was using 1.3G of memory...and about 13% cpu
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Rick Grunwald

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Post what version of snagit you are using and your system info. You can disable the automatic updater but I think they may have fixed this.
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Greg Belfor

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Using version 13.1.5, build 8014.  Windows 10.  Are you saying that maybe the Upgrade to SnagIt 2018 would fix this?
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Rick Grunwald

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I do not want to tell you that as I simply don't know. Some people that had the issue no longer have it in 2018. Let some of the others chime in but you could always install the trial or call support and ask them
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Greg Belfor

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Thanks, Rick  I appreciate the response and honesty.  
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sbroskie

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I am also having this issue.  I've seen mine get above 2GB.  I'm currently on Snagit 13.1.5.  Where can I disable the automatic updater?  I have to keep going in every day and killing the process.
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Rick Grunwald

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From what I can tell 2018 version does not have this issue. Techsmih has indication they don't patch past versions but might consider it. (I reallyy hope they put out a patch for folks like you)
Your ID people can probably run a batch file from the server that kills snagit, renames that file and restarts snagit
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Michael Plant

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I am running the 2018 version of Snagit and have this issue (just killed the proess as it went past 1GB RAM). I didn't see this issue UNTIL I upgraded from the previous version (13?)... 

UPDATE: I downloaded the trial and compared the version to the one I have installed. Installed version is 18.0.1 while the download is version 18.0.2. Installing now to see what happens...
(Edited)
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Michael Plant

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Ah well, no joy there - the updater hasn't been updated (pun intended). I can see why it is affecting both SnagIt 13 and SnagIt 2018 - the updater file dates to May 2017.
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Rick Grunwald

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I would contact support. A lot of people have reported the issue gone in 2018 yet you still have it. You can always find it on the hard drive, shut down snagit and rename the updater file but really, this should have been fixed
You can Submit a ticket

       https://support.techsmith.com/hc/en-us/requests/new

Or call, >>>

 Toll Free: 800.517.3001 (U.S. & Canada Only)

8:00 AM to 7:00 PM EST Monday through Friday

Chat Support Hours.

You can reach the “CHAT” Support Team for assistance from

 6:00 AM to 9:00 PM ET, Monday-Friday

 Saturday from 12:00 PM to 4:00 PM ET.
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bowtiez28

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I'm still having this issue! Running ver. 2018.2.0 (build 1511) 6/8/2018
Windows 7 64 bit
16 GB installed memory
Running Snagit brings my computer to a crawl!! Using up all the memory...
(Edited)
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J. Keith Maxwell

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I have Snagit 18 (2018.0.2) Build 662 and mine is over 4 GB of my memory at this moment. That's FOUR times more than Chrome. Slowing down my computing tremendously.  Running Windows 10.

Keith
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Rick Grunwald

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I thought they had fixed that.
Go identify the item that is grabbing all the resources (usually the updater)
Totally shut down Snagi then go to that fie and rename it.
Start snagit and the issue should be over
Then tomorrow contact support
You can Submit a ticket

       https://support.techsmith.com/hc/en-us/requests/new

Or call, >>>

 Toll Free: 800.517.3001 (U.S. & Canada Only)

8:00 AM to 7:00 PM EST Monday through Friday

Chat Support Hours.

You can reach the “CHAT” Support Team for assistance from

 6:00 AM to 9:00 PM ET, Monday-Friday

 Saturday from 12:00 PM to 4:00 PM ET.
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Keith.uk

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Has this been resolved yet? I have the same problem.

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Rick Grunwald

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Open task manager and find the offending snagit processes.
Write down the name
Kill all processes that have anything to do with Snagit (Editor etc,updater)
Go to the program folder. If you have 2018 it will look like this
C:\Program Files\TechSmith\Snagit 2018
RENAME the file that was giving the issues with a leading underscore (so you can find it again if needed)
Restart snagit
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Keith.uk

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I tried that before posting as I saw it mentioned earlier in the thread. After deleteing the file, Snagit crashed about 2 or 3 minutes after restarting it. I tried a few times and the result was always the same. I replaced the file and Snagit runs without crashing, but it is still using a lot of memory. It's also constantly using 4 or 5% of the cpu.
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sbroskie

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It wasn't totally resolved on that machine.  I was transitioning to a new machine and everything was working fine there.  When speaking to tech support, this is what they told me to do.

Hello,

Thank you for contacting us. I'd like to have you visit the following page, and download the MSI file for Snagit: https://download.techsmith.com/snagit/enu/1315/snagit.msi
Once downloaded, press the Windows key + R, or go to the Start Menu and click Run. In the Run window, click the Browse button to bring up a file browser. You will want to navigate to the folder where you have the installer file located. If you do not see the file, make sure that you select "All Files" from the dropdown menu next to the File Name field. With the installer selected, click Open and we will up the filepath into the Run window for you. At the end of the filepath, add a space and then the following:
/qb /l*v log.txt
This will run the installer with a basic interface, while writing out the log file. Here is an example of what my full path looks like with the installer on my Desktop:
C:\Users\j.leitz\Desktop\snagit.msi /qb /l*v log.txt
Can you let me know if the messaging is any different with this process? And if Snagit is not properly installed, can you please send me the log.txt file that is created by the installer file?


Please let me know if you have any questions.

Kind Regards,
Jason
Technical Support Specialist

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Keith.uk

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Hi, I'm not sure what you mean by the messaging being any different or Snagit being properly installed. Did you want me to uninstall Snagit first? Anyway, I have the log file. What is your email address?
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Jim

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Just installed a new download of Snagit 2018, have the same problem with tscupdclt.exe.
"Check version" says I'm up to date.
(Edited)
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Jim

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Snagit support bailed me out a couple of weeks ago.  I've been very pleased with Techsmith support.
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George Bell-Uribe

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Having the same issue. Just started for me.  Using over 7 gigs of RAM. WOW! How disappointing. This should have been fixed a long time ago, it would appear. And no. I'm not about to open a ticket. I have your Camtasia product too. It also has a bug that they haven't fixed. Unable to record in 1920 x 1080 resolution. That hurts. Love everything else about the program, just like Snagit. But if they aren't willing to stand behind their products and fix their bugs, I guess it's time to go elsewhere. 
Cheers...