Snagit (Windows): Troubleshooting Audio

Problem

When recording with Snagit, I am experiencing one or more of the following:

  1. Audio has an "echo" effect.
  2. Distorted audio.
  3. Unable to start system audio error.
  4. Unable to initialize audio error.

Solution

Step 1: Check Windows recording/playback settings.

Windows 10

With some recording devices, Windows 10 will by default enable audio enhancements for that particular device.  This can potentially lead to some problems.

  1. Open the Control Panel
  2. Open the Sound category
  3. Select the Recording tab
  4. Select the recording device that you are using, and choose Properties 
  5. Select the Advanced tab
  6. Un-check the box that reads "Enable audio enhancements" and click Apply



  7. Restart Snagit and try a new recording

Windows 7/8/10

Snagit will work best when the audio devices on the computer are configured to a 44.1 kHz sample rate, and 16 bit.  If you are unsure what this is, that is okay.  Just follow the steps below to check the sample rate on your computer.

  1. Open the Control Panel
  2. Open the Sound category
  3. Select the Recording tab (for Microphone audio), or the Playback tab (for System Audio)
  4. Select the recording/playback device that you are using, and choose Properties 
  5. Select the Advanced tab
  6. If possible, set the Default format to 44100 Hz and 16 bit (CD Quality)



  7. Click Apply
  8. Restart Snagit and try with a new recording

Step 2: Check external hardware

For microphone audio, we recommend using a direct USB microphone for the best quality.  External audio devices are not currently supported for use with Snagit. However, if you are using an external audio interface to connect a microphone, one thing to try would be to check to make sure that the interface is using a sample rate of 44.1 kHz and 16 bit.

If you are using an external audio device to record, and are receiving an error message when trying to record, try disconnecting that device then restart Snagit. This will help determine if the problem is related to that device or not.

We do not recommend using Bluetooth devices for playback or recording when using Snagit. 

Step 3: Only record the audio you need

If the audio has an "echo" type effect to it during playback, the system audio may be bleeding into the microphone audio. This is the result of the system audio being recorded twice.  Once through the system audio component, and again through the microphone.  If you are looking to record the playback of some media on your computer, then only the system audio should be enabled.

Before (microphone and system audio being recorded): 

In this case, the audio is being recorded through the system audio and again through the microphone.  To fix the problem, turn off recording for the microphone, and only record the system audio.

After (only system audio being recorded):

Step 4: Check audio drivers

Outdated drivers on the computer can cause problems and audio errors as well. We recommend visiting your computer manufacturer's support site, and downloading and installing the latest updates for the audio driver. 

Step 5: Third party conflicts

  • We have seen specific programs come with ASUS computers called ASUS Sonic Suite, ASUS Sonic Studio, ASUS Sonic Radar cause this error. We recommend uninstalling them from your computer via Control Panel>Programs and Features before launching Snagit again.
  • We have seen a specific component that comes included on most MSI computers called Nahimic Audio cause this error. We recommend uninstalling it from your computer via Control Panel>Programs and Features before launching Snagit again.
  • We have also seen a process called AWSoundCentersvc32.exe (Alienware Soundcenter or Alienware Control Center). Opening up task manager by hitting CTRL + SHIFT + ESC and exiting that process should allow Snagit to avoid the error above or you could uninstall it ((Alienware Soundcenter or Alienware Control Center) from your computer via Control Panel>Programs and Features before launching Snagit again.

Step 6: Surface Pro 4 / Surface Book users only

If you are receiving an error about not being able to initialize the audio on a Surface Book or Surface Pro 4, please try these steps.

  1. Make sure the internal microphone is enabled in your control panel > Sound > Recording. Verify this by restarting Snagit and making sure you get the audio error when trying to record video. 
  2. Now, we are going to turn off the "Hey Cortana" option in Windows 10.  Click in the search bar in Windows 10
  3. Click the gear icon on the left
  4. Turn off the "Hey Cortana" option

    2017-07-13_09-30-45.png

  5. Restart Snagit and see if it works

Step 7: Adjust how Snagit records audio through Windows (Snagit 2018 only)

Beginning with Snagit 2018, Snagit will now attempt to use Media Foundation for recording and encoding audio. If there is a problem with Media Foundation (Media Foundation is a part of Windows), this may result in problems with Snagit. Try reverting to using the old WAV API in Snagit by following the steps below.

  1. Close Snagit and make sure it is not running at all.
  2. Download this zip file.
  3. Unpack the zip file by double clicking it.
  4. Double click the EnableWAVAudio.reg file. Click OK to the prompts.
  5. Restart Snagit and try a new recording.
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