Snagit (Windows): Crash - "Snagit has stopped working"

Problem

This is an indication that something has caused Snagit to crash.

Troubleshoot

There can be many different casues for an application to crash. Software bugs, hardware failure, operating system problems, ect. If you are experiencing this problem on a regular basis, please try the following steps.

Step 1: Update Snagit

First, make sure that you are running the latest build available for your version of Snagit. All versions of Snagit are available for download here.  To check what version of Snagit is currently installed: 

Snagit 13

  1. Open the main Snagit capture tool or the Snagit Editor. 
  2. Browse to the file menu Help > About Snagit.

Snagit 12 / 11

  1. Open the Snagit Editor
  2. Browse to the File tab > Help > About Snagit

Step 2: Update Windows

Installing the latest Windows updates will ensure that all dependencies and system files that Snagit requires are up to date. 

Windows 10

  1. Click on your Start menu
  2. Choose Settings



  3. Choose Update & Security 
  4. Select Check for updates

Windows 8

  1. Click on your Start menu
  2. Open the PC Settings App



  3. Select Update and Recovery
  4. Under the Windows Update section, install any updates that are available

Windows 7

  1.  Open the Control Pane
  2. Open the Windows Update category
  3. Select Check for Updates

Step 3: Update hardware drivers

Many problems can be resolved by simply updating the hardware drivers on your computer. This process will vary from machine to machine. The best way to check for the latest drivers is to visit the computer manufacturer's web site, and to search for your model computer.

While Windows attempts to find these automatically, many times there are more recent ones available.

Some of the most popular manufacturer's support sites are listed below.

Step 4: Submit a ticket

If none of these suggestions help, the next best course of action is to submit a support ticket so that we can troubleshoot with you. When submitting a support ticket, the following information will be very helpful.

Steps to reproduce

If there are specific steps that reliably reproduce the crash, including those in the ticket will be very helpful. If there are no specfiic steps, and the crash seems to be more random, any details about what actions were performed leading up to the crash will be helpful. For example, was it while capturing? Was it while editing? ect ect.

Snagit diagnostic information

If you are able to open Snagit, this text file will give us detailed information about your version of Snagit. 

Snagit 13

  1. Open the main Snagit capture window or the Snagit Editor
  2. Browse to the file menu Help > About Snagit 
  3. Click the Support Information... button
  4. Choose Save To File...
  5. Attach this file to your ticket.

Snagit 12

  1. Open the Snagit Editor
  2. Browse to the File tab > About Snagit
  3. Click the Support Information... button
  4. Choose Save To File...
  5. Attach this file to your ticket. 

Snagit 11

  1. Open the main Snagit capture window



  2. Browse to the file menu Help > Support
  3. Choose Save To File...
  4. Attach this file to your ticket. 

DirectX Diagnostic Report

This will tell us some additional information about your computer hardware and drivers.

  1. Hold down the Windows key on your keyboard, and then hit the R key to open the Run window. 
  2. Type the following and then hit Enter:  dxdiag



  3. Select Yes to the prompt (if you get one)
  4. Once the progress bar completes in the window that opens, choose Save All Information...
  5. Attach this file to your ticket.
Was this article helpful?
3 out of 8 found this helpful