Snag-It v2019.0.1 very, VERY Slow on Windows 10 Pro (64-bit)

Comments

64 comments

  • James Wilkins
    I just uninstalled AVG virus scanner and now Snagit is much faster. It could be that AVG hooks into something that slows it down, or blocks it from doing something properly. Devs may wish to install AVG on a machine and debug why there is a conflict. I seem to keep having issues with it in general, including random pop up errors on another laptop, and now this compatibility issue. I'll continue to monitor the situation. 
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  • Hong
    Memory.
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  • a.pawlickamaule
    Hi James, 

    thank you for reaching out. What are those random error messages you are seeing? What version of Snagit are you using? What compatibility issue are you referring to ? 

    Best, 
    Ania
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  • James Wilkins
    It's related to this: https://support.techsmith.com/hc/en-us/articles/203731678-Snagit-Windows-Error-Server-Is-Busy-When-Launching-Snagit (and yes, everything is up to date, so that is not the issue)
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  • Marcel
    FWIW...
    I have had a lengthy exchange with support on this 'server busy' thing. Tried out all their suggestions / recommendations, but no luck. Whilst investigating I went a bit further than what usually may be expected from a user, using ProcMon, Process Explorer, disabling AV software, etc. No solution. I do not have any issues updating any other program. As it is SnagIt only I assume it may be something on the TechSmith server, whatever.

    Anyway, I disabled 'Automatically check for updates'
    (File > Snagit Capture Preferences).
    With me, by default, I have 'Run Snagit when Windows starts' disabled.
    It solved the issue, but you have to check for updates yourself once in a while.

    No guarantees, but you may give that a try.

    Good luck!
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  • lrossbarra
    guys this is probably not the case with everyone but on a new laptop one drive was causing my slowness issue. See the screenshot below. Remove the check mark from the indicated box. After that my speed increased substantially. Must be a new one drive setting because i dont remember having to uncheck this in the past
    Thanks 
    Lee
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  • nitin vij

    it is literally unusable now. Capture widget captures the screen after 20-30 seconds, sometimes more but the editor just locks up . . cannot copy or do anything with the image. Right click on the image brings up a black window ..thats it. So frustrated with Snagit... 

     

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  • Robert R.

    Hi nitin vij;

    How many monitors are you currently running? Are any of them greater than 1080p resolution (QHD, 4k, or 8k)?

    -Robert

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  • dsingleton

    Robert R. as I understand it, (and definitely in my case) the issue is related to multiple monitors where one monitor is set to at least 4k. If I see both my monitors to 1080p then everything is fine. 

    I have received one communication (ostensibly from TechSmith) that Snagit does not support any resolution greater then 1080p and was recommended to not use a 4k monitor. This reply I simply coincided as ludicrous. 

    I have heavily promoted Snagit for at least 20 years and recommended it for all my clients to use to capture screen shots for bug documentation, but I can no longer do this. Since virtually all my clients today use 4k monitors.

    It is possible that the issue relates to one some 4k video cards, but I have the issue on 3 completely different computers with completely different VIdeo cards.

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  • Robert R.

    Hi dsingleton;

    Snagit 2019 supports one 4k monitor or up to three 1080p monitors, though I've personally seen it run successfully on a machine running a 4k display + one 1080p display (note, this does not mean it is officially supported). Performance is better with Snagit 2020 in multi-4k display environments, but still has some ways to go to be as snappy as it is when on a single 4k or a few 1080p displays.

    What sort of system specifications does your machine have? Are you using an integrated graphics card (Intel HD Graphics) or a discrete video card (nVidia GeForce, nVidia Quadro, or AMD Vega, AMD Radeon)? If you open Snagit's Capture Preferences (File - Capture Preferences when looking at the Snagit capture window, not the Editor) and then go to the "Capture" tab and check the "Use Simplified Crosshairs" option, does it improve the performance?

    -Robert

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  • Hong

    Hi dsingleton,

    I have three monitors:

    4K (3840x2160)

    2560x1080

    1920x1080

    Could you show the GPU memory usage on your PC like this example?


     

     

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  • dsingleton

    Hi Robert,
    The three computers (laptops) I see the issue on are
    ASUS WIn7 i-7 4 core/8 threads 16gig RAM  NVIDIA GeForce GT 540M LCD-1080p EXT 2560x1440 30hz
    Lenovo Win 7 and Win 10 i-7 4 core/8 threads 32gig Ram Nvidia Quadro K2100 LCD 1080p EXT  4k 60Hz
    HP Win10 6 core/12 threads 16 gig RAM Nvidea GeForce MX330 LCD 4k EXT-4k 60hz
    These machines are pretty high spec machines.
    Changing to Use simplified Cross hair gives a slight improvement but not enough to help.

    I have been recommending Snagit to my customers since about 1996 or 1997 and a part of the TechSmith evangelism program since about 2004 through my previous 12 year status as a Microsoft MVP. But unfortunately until this issue is resolved I can't promote Snagit any more. Snagit Seems to be the only screen capture program that has this issue, I have extensively googled this and it is an ongoing issue for at least  a couple of years and a lot of people have the issue, but most simply switch to something else. I am heavily vested knowledge wise in Snagit and Camtasia, so I would prefer not to switch but I don't see any other option.

    Tech smith need to first acknowledge that this is an issue and then fix it, and stop saying that it is a hardware issue.

    Lets hope someone from TechSmith is reading this and will respond.

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  • dsingleton

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  • dsingleton

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  • dsingleton

    FYI the two screen shots above are using my HP Hexacore LCD set to 1080p and the External monitor to 4k 60hz It took me just over a minute from pressing the red capture button to getting a usable screen shot.

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  • dsingleton

    Now if I switch the internal LCD and the External monitor to 1080 the GPU usage is as per this screen shot, and it took me less than 2 seconds form hitting the capture button to saving the screen shot

     

    The issue quite clearly is ONLY related to using a resolution higher than 1080.

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  • dsingleton

    Not sure if this helps someone, but I tried various different screen resolutions, everything up to 1920x1440 works perfectly. But at 2048x1536 its started to get bad and continues to get worse as I increase the Horizontal resolution.

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  • Hong

    Hi dsingleton,

    Thank you for the screenshots.   Let me tell you why I was curious about the GPU memory usage.

    I used to have the same problem that made SnagIt largely unusable because I need screenshot captures frequently.  I noticed the shared memory usage spiked whenever I did a capture with SnagIt.  I had a  GTX1050 video card with 2 GB memory.  I never play games, so I use inexpensive video cards as long as they support all the monitors.  I replaced the video card with an RX 570 card with 4GB memory, and the share memory spike is gone during capture, so is the long delay.

    This does not seem to be your case because your dedicated video memory appears to be more than adequate.

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  • adam.wojciechowski

    I also have 3 4k monitors, and snagit is soooo awfully slow. it maxes out the CPU. 

    techsmith snagit are you planning to do something about it? 

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  • dsingleton

    So for anyone else that comes across this post with the same issue, I have identified the source of the problem and have a workaround, not a fix but at least I can now use Snagit Again after more than 2 years of suffering with this issue.

    The issue is quite simple., Snagit does not seem to be able to handle 2 video cards at once, nothing to do with multiple monitors, (Though of course you need to have at least 2 monitors active to use 2 cards).

    I have two video cards, 1/ Intel UHD 630 2/ GeForce GTX 1650  in my system the Intel was driving the Laptop's internal display and the GeForce was driving the 4k monitor. And the system was crazy slow. I simply switched the internal display to run on the GeForce so both monitors are on the same graphics card and everything works fast as expected.

    There are reasons I don't want this all the time, mainly that the GeForce eats battery but it is pretty easy to swap between which graphics card I use. So I have a solution.

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  • dsingleton

    Does anyone know how to get Techsmith to read these forums so we can tell them how to fix this?

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  • melissa.bailey

    dsingleton - so glad you found a workaround, but I only have one video card, and probably most other folks on this thread do, too.

    For me, disabling the RealTek audio software helped with my SnagIt slowness issues, but caused other problems for video chat, etc.

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  • adam.wojciechowski

    write emails to techsmith management - you can find them here:

    https://www.linkedin.com/company/techsmith-corporation/people/

    the emails are 

    [first letter of a name].[surname]@techsmith.com 


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  • dsingleton

    melissa.bailey most laptops that support an external 4K monitor have multiple graphics cards on the motherboard. Check in Drivers.

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  • melissa.bailey

    dsingleton - thanks. I have a custom-built tower and it has a single Radeon Pro WX4100 graphics card.

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  • David Howell

    dsingleton, regarding your comment "Snagit does not seem to be able to handle 2 video cards at once", I can check our QA lab to see if we have any machines with a setup like this. We might be able to diagnose what effect this has on Snagit to see what might cause this. Thank you for the input.

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  • dsingleton

    Thanks David. FYI the majority of high end computers have 2 video cards, but often users wont know they have two, since the standard Intel card is built in, as you can see in my screen shots above,

    I just now disabled one of my GPUs and now SnagIt works fine.


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  • dsingleton

    And If I reenable the Intel and disable the RTX it still works great at 4k

    The slowness only occurs if I have at least one 4k monitor running, and the monitors are running off different video cards. In my case at least it looks like an issue with the shared memory between the two cards.

     


     

     

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  • VinnyDBA

    I can CONFIRM - I have used Snagit for a VERY long time and have this same issue on 2 different machines. The REGION Capture is completely unusable when you have very high resolution screens on multiple video cards. I have an EXTREME gaming rig with 8 monitors across 2 video cards and you CANNOT even use the REGION capture to take a image screenshot. But every other capture software (ShareX, Greenshot, Windows Snipping tool has no issue at all). It takes upwards of 10 seconds for the CROSSHAIR to show up, then when it does, it's SO choppy you can barely do anything with it. but if you eventually complete the capture after 1 minute, the REPEAT screenshot button works fine to capture the same previous region. But if you want a NEW REGION it will take FOREVER AND SAME ISSUE. Someone in DEV needs to look at this issue. This also happens on my 5 screen setup with 4k monitors on 2 vid cards. PLEASE FIX!!!!

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  • g.plavsic

    Same issue here with version 2021. I opened a support case, and the solution is to work with smaller displays or only with one monitor.  ridiculous ... :( 

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