Troubleshoot Video Capture Problems in Snagit

Problem

The following issues may occur when encoding a video after recording:

  • Video out-of-sync
  • Dropped video frames
  • Poor performance
  • Distorted audio
  • Error message
  • Discolored, or pink / green color in video

If a video has been recorded and opened in the Snagit Editor, and the picture only shows the initializing screen, or is blank see this article.

If the following error appears after recording: Cannot open file. Snagit does not support GIF or MP4 files with dimensions greater than 3840x2160 or less than 64x64.
mceclip1.png
Try the steps in Option 4 to resolve this error.

Solution

Please try all of the troubleshooting steps below.

Option 1: Check System Requirements

Make sure your computer meets the minimum system requirements for Snagit. If it does not, upgrade your computer or use a different computer to record video.

    • 2.4 GHz single core processor (dual core i5 required for video capture)
    • 4 GB required for video capture
    • At least 1 GB of hard-disk space
    • Video and Panoramic capture on Windows N requires the Media Feature Pack for Windows N.

We recommend the 64-bit Snagit installation when using multiple monitors or a 4K display.

Option 2: Disable Web Camera

If the web camera is not being recorded, then disabling the web camera can help improve overall performance.

  1. Open the Capture window.
  2. Select File > Capture Preferences > Capture tab and deselect Enable Webcam.
  3. Click OK.

Option 3: Update System Drivers

Check for updates for the hardware drivers on your computer. Visit your computer manufacturer's support site and check for updates based on your computer model number.

Windows Update searches for driver updates automatically. You can often find more recent ones manually.

Here are some popular manufacturer's support sites:

Option 4: Change Record Mode

Snagit settings can be changed to use software mode instead of hardware mode (default). Depending on the computer and hardware being used, this may improve the performance.

Snagit 2018 and Later

  1. Exit Snagit and the Snagit Editor. Confirm that they are not running in Task Manager.
  2. Press Windows+R on your keyboard to open the Run window.
  3. Type the following and click OK: regedit
  4. Browse to HKEY_CURRENT_USER\Software\TechSmith\Features\snagit.
  5. Click the snagit folder.
  6. Right-click the AllowHwVideoEncoding item on the right and select Modify.
  7. Change the Value data field from 1 to 0, and press OK.
  8. Close the Registry Editor, and open Snagit, and try a new recording.

Snagit 13

  1. Exit Snagit and the Snagit Editor. Confirm that they are not running in Task Manager.
  2. Press Windows+R on your keyboard to open the Run window.
  3. Type the following and click OK: regedit
  4. Browse to HKEY_CURRENT_USER\SOFTWARE\TechSmith\SnagIt\13.
  5. Click the 13 folder.
  6. Right-click the blank area on the right and choose New > DWORD (32 bit) Value.
  7. Type UseHardwareEncoding for the name of the new item.
  8. Right-click the UseHardwareEncoding item on the right and select Modify.
  9. Change the Value data field from 1 to 0, and press OK.
  10. Close the Registry Editor, and open Snagit, and try a new recording.

Option 5: Check Audio

Snagit will attempt to initialize the audio devices when a recording starts, even if the audio is turned off in Snagit (this is so the audio can be muted and un-muted while recording). If there is a problem initializing the audio devices, this may cause video capture to fail. Try the troubleshooting steps suggested in this support article.

Option 6: Adjust Video Quality

By default, Snagit is set to record at Medium Quality. If you experience performance issues, try lowering the quality setting.

  1. Open the Capture Window.
  2. Click File > Capture Preferences.
  3. Click the Capture tab.
  4. Adjust the Video Quality dropdown.

For information on the expected capture frame rates, see this support article.

Option 7: Change Performance Settings

Many laptops include an option to adjust the overall performance. Select Control Panel > Power Settings to check for the option to run at High Performance.