Your only as strong as your weakest link - Fuse is the weakest link in TechSmith's product line

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  • Updated 6 years ago
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I'm a long time customer of TechSmith. Have been using Snagit since it was developed. Also, a long time user of Camtasia Studio as well. Fuse is the weak product and pales in comparison to their other fine products. If I have my laptop on my LAN 172.31.1.x and my WiFi also on that same LAN, I can't connect (WEAK). Also, when I remove my laptop from the LAN and go WiFi only, I can establish a connection from my iPad to the laptop, but every time I go to send a photo, it wants to establish a connection via QR code again (WEAK). Last but not least is the ongoing issue with sending photos from an external SD card (WEAK). I submitted the latter to their support over 6 months ago and was told is was passed to the development team. FUSE is a great idea, but fails in comparison. To me, it's an unusable product and a total waste of time.
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Giovanni Stefani

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  • frustrated

Posted 6 years ago

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Richard Campbell, Champion

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It has never failed for me - you should open a support ticket.
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Giovanni Stefani

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Richard, I've opened up numerous tickets only to be escalated to development and forgotten. So, a little more update on this issue. Connects okay with my Samsung Galaxy S5 and transfers photos as long as they are on the internal SD card (still doesn't support external which was submitted to development months ago and a known issue). My iPads on the other hand, are connected to the same WiFi network as my Samsung and don't connect. I've been asked by support numerous times to uninstall and re-install and even go back to version 11. I don't have time or patience to BETA test a RELEASED product.
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Scott Schmerer, Senior Software Engineer

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Hi Giovanni

I'm one of the developers on the Fuse team, Android Fuse in particular.  Your feedback isn't falling on deaf ears, and certainly hits home. We had looked into the SD card issue previously, but to no avail.

I decided to grab our Samsung Galaxy S5 with pictures on the SD card to see what is going on. What I am seeing is a bug in our scaling code inside Android Fuse, and I am going to start working on a fix right away. I will post here when we get the fix out.

In the meantime, there is a work around if you are trying to send your images to Snagit. You can turn off scaling inside of Snagit Editor, and you should be able to transfer your images on your SD card. http://screencast.com/t/FcnFkgwEn39L (steps for Windows).

The connectivity issues you are running into are things we aren't taking lightly, and is something we continue to look into.

Apologies for the inconvenience. Hopefully we can drop that weakest link moniker soon.
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Scott Schmerer, Senior Software Engineer

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Version 1.4.6 of Android Fuse is now available in the Google Play store. It fixes the bug in our scaling on SD cards, and you should no longer need the workaround I mentioned above.

I also wanted to say thanks Giovanni. You noticing that there was an issue sending images from your SD card made it a lot easier for me to realize what the actual problem was. Especially since the error message we were showing when the scaling failed was wrong (it mentioned "failing to connect to Snagit", when that wasn't the issue at all. That will be fixed as soon as we get translations for a proper error message).

Your irritation was 100% understandable, and the info you gave here ended up making the issue quite a bit easier to resolve.
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Giovanni Stefani

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Scott, Android Fuse 1.4.6 seems to be working fine with the external SD card. I'm still having issues with connecting on the same WiFi though. If I rescan with the QR code, Fuse connects and I can send to either Snagit 12 or Camtasia 8.4. Then when I try a 2nd time, it fails and want's the QR code again. Seems like the connection isn't consistent or times out.
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Scott Schmerer, Senior Software Engineer

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Hey Giovanni, when you say it fails, what are you seeing? For example, are you selecting a new picture to send, and your connected computer is grayed out and you have to hit Add New Device (or you tap on the gray device and the QR scanner pops up)? Or are you able to tap on your device, and it seems to try to send, but you get an error message? If it's an error, what does it say?
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Giovanni Stefani

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Tried it from both my iPad Air and Android Samsung Galaxy S5.  Almost same result. On the iPad, I take a new picture or select one from the library, Send to SnagIt, the "Select Device" dialog box pops up and says "DISCONNECTED - Tap a device to reconnect". I pick my device "Giovanni's SnagIt" and I get the QR Scanner dialog box.  I scan it once to the laptop and it connects and sends the picture.  I go to send the same picture or any other picture and I have to go thru the same procedure again scanning the QR code.  Fuse doesn't stay connected.  Same with my Android as well.


(Edited)
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Scott Schmerer, Senior Software Engineer

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I am in the process of adding some intelligence to the way we hold on to IP addresses for each of your devices (Giovanni's Snagit for example) inside Android Fuse after you scan a QR code, but the fact that your iPad acts the same way is a little surprising.

A couple of things you could do if you are interested in solving this with me:
First, on both your S5 and your iPad, get to the screen that says "Disconnected - Tap a Device", and just wait (let's say up to 5 minutes). See if your devices ever become connected again.
Or, and this one is more painful if you have a lot of connected devices so feel free to skip this step
  • On your S5 go to Settings->App Info->TechSmith Fuse, and Clear All Data. 
  • Go back to Fuse, pic an image to send, and Scan the QR code
  • Try and send another image and see if you need to scan the code again.
If either the A) Wait Longer or B) Clear data and start over, then the fix I am working on I would expect to help the issue. 

You are certainly running into a bug we aren't seeing here, but something that should be repaired as soon as we can figure it out.
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Scott Schmerer, Senior Software Engineer

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Actually, you do not need to Clear All Data. On the S5, go to the Gear inside of Fuse, tap Snagit Devices, and click and hold on Giovanni's Snagit. It should turn Red, and there is a Delete button in the upper right corner. Then complete the second two bullet points I mentioned above.
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Giovanni Stefani

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So on my S5, I performed the procedure you stated about (3 bulleted items). It worked for a few pictures and then same thing.  On my iPad, I had to remove Fuse and reinstall from the App Store. Both the S5 and the iPad can connect, but there is some timeout issue happening.  On the iPad when you get the device screen and try to reconnect, it brings up the QR dialog box.  If you cancel it and go back to the library screen and try to send again, it goes thru.  Sometimes you have to do this twice or three times. This is definitely a timeout or refresh issue where the connection is not being sustained.

There are my versions:

PC - SnagIt 12.1.0 (Build 1322) running on Windows 8.1

S5 - Fuse 1.4.6

iPad Air - Fuse 1.3.3


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Scott Schmerer, Senior Software Engineer

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And you are seeing this timeout issue on both the iPad and the S5? If you wait long enough, does the connection finally establish? Do you have a strong connection via your computer and your mobile devices to the wireless router you are connected to? Is there a ton of traffic on your network?

Under the hood, each time you get to the Device List (Giovanni's Snagit), we reach out to see if we are able to connect to any of the IP addresses we have stored for that Device. The iOS side limits that list, and moves the last connected IP address to the top of the search (so it will reconnected faster). The Android side was missing that, which I am finishing up this morning.

But the fact you are seeing issues on the iPad, plus the fact that clearing data on your S5 and trying again still didn't work, is concerning me that the fix I am working on, although necessary, might not solve your issue. Thus all the questions above to try and hunt down the cause of your problem.
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Giovanni Stefani

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Seeing timeout on both S5 and iPad. The iPad goes from "CONNECTED" to "NOT CONNECTED". There is a strong signal between my laptop and all my devices. This week I'm in Oregon renting a house and using their WiFi. Hardly any traffic on the network. In regards to "Under the Hood", I work in different locations (home, work, hotel, etc). The fact that Fuse connects the first time from all of my devices without a hitch, but then fails to reconnect leads me to believe it's not a WiFi or bandwidth issue considering I have strong signal and good bandwidth between my PC laptop and devices.
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Scott Schmerer, Senior Software Engineer

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This still sounds like some kind of caching problem to me, but it's hard to know for sure.  There is some data that we would like to know, but things we wouldn't want you to put in a public forum. You should expect an email from Tech Support to help us collect some of that information.

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