New SNAGIT 2018 version: problem with the video capture

Comments

49 comments

  • Robert R.
    Hi there;

    We have seen quite a bit of success with Snagit 2018's video capture functionality; have you tried the steps listed in this article that covers troubleshooting video issue? If so and it is still not working, please open a support ticket so an agent can look into this for you.

    -Robert
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  • Chet Hall
    Same issue -- Windows 10 on a new computer with everything up to date, new install of Snagit 2018.  Video recorder appears to work, but the video is just a static "Initializing" image (the first frame of what should be a longer video, I suppose).

    Ran the registry updater to use software encoding, did not help.  
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  • Pascal STIEVENARD
    me too :(
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  • julie
    me, too - unfortunately, none of the suggestions here have helped
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  • j.alley
    same thing for me - Snagit 2018 broke my recording of audio AND video - only now records VIDEO - whats up?
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  • 3TSolutions.ca
    Windows 10, snagit 2018.2.1
    Program was operating fine for about a week, and then today it stopped working.A Windows update recently occurred, and I also updated my sound drivers
    Re-installing makes no difference.
    I performed a system restore to prior to the update and also the driver update. Did not fix the problem, and my audio sounded terrible.
    I undid my restore session, the windows update repeated.
    Back to square one. My audio was working though.

    I decided to uninstall my audio drivers, and then deleted the sound card from device manager. I also re-installed my nvidia(or ati) drivers performing a clean install.
    After performing both remedies, I re-installed Snagit and it is operating fine.
    The odd thing is, the sound card driver I had re-installed apparently was the already on my computer (I did not notice I was up to date) currently I am using the Windows driver, but will be installing the driver from the manufacturer (creative labs) to gain some functionality back.
    Hope this helps.
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  • greg
    Hi, I have the same issue. I upgraded to Snagit 2018. The screenshots work fine but not video capture.

    Nothing here is applicable to this issue described though and I have a super powerful computer and should not have to compromise below any default settings and definitely do NOT want to use software mode only. I have two onboard high end graphics cards and have like 64 GB RAM etc.

    System info:
    https://www.screencast.com/t/290NJkLGMeL
    https://www.screencast.com/t/4s9OwCrOnh (graphics card #1)
    and
    https://www.screencast.com/t/ibhICG38t2gm (graphics card #2)


    Here is my original issue for reference:But, after upgrading to 2018, I get this on VIDEOS after they process: 
    https://www.screencast.com/t/CrIpKyhulo7B


    I have all requirements and more for Snagit 2018 here https://support.techsmith.com/hc/en-us/articles/203731518-Snagit-Windows-Troubleshooting-Video-Capture and have .NET 4.7.1 too.

    Please let me know thoughts on this so I can try it some solutions?

    Surely, others are having the same issue as us as well?

    :)

    Greg
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  • Pascal STIEVENARD
    It still does not work for me. I have to use version 13 for now
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  • andrew4375
    Greg. I know what the problem is.....see below for my fix
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  • mscbrande
    Hi Robert, I uninstalled my SnagIt 2011 and bought/installed SnagIt 2018.  None of my video captures work.  My application crashed / hung every time.  I looked over numerous kb or equivalent.  When is this going to be fixed?  I am using Windows 7
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  • mscbrande
    I already looked at that article.  I didn't understand or see a reason why I have to make this software only.  Why does snagit 11 work?
    All I wanted to do is reduce size of snagit videos.  Now  i have a mess
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  • Fred W. Grover
    I am using SnagIt 2018 on a Windows 10 Laptop and I have not having this issue. I also have used it on Windows 7 but had this issue so it could be something with Windows or another setting that causes this issue.

    I found this article from Support for Windows 7. I did what it said to do with the instructions and it now works on Windows 7 for me. Try this and see if it helps or not and if not then please contact the TechSmith Support and see if they can help you with the issue.

    https://support.techsmith.com/hc/en-us/articles/115002732932-Snagit-Windows-Crash-or-hang-when-stopping-video-in-Snagit-2018-on-Windows-7

    Hope this helps and thanks for posting and let us know what you find out. Have a great day/night.
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  • Dubie
    Thats what you got out of those articles? Use software mode?

    That's not the important one of the options.

    First Snagit 11 and Snagit 2018 are two completely different designs.

    2018 is a complete rework and isn't going to be like Snagit 11.

    I'm running Windows 7 ultimate and have no problems with the video recording.

    A few questions...

    1.  Does  your system meet the minimum requirements?

    Snagit 2018
    • Microsoft Windows 10 (1703, 1607, and 1511), Windows 8.1, Windows 7 SP1 (32-bit and 64-bit), Windows Server 2012 R2, Windows Server 2016
    • .NET 4.6 or later
    • 2.4 GHz single core processor (dual core i5 required for video capture)
    • 1 GB of RAM (4 GB required for video capture)
    • 500 MB of hard-disk space for program installation
    • Video and Panoramic capture on Windows N requires the Media Feature Pack for Windows N
    • We recommend the 64-nit Snagit installation when using multiple monitors or a 4K display

    2.  Do you have service pack 1 installed?
    Install service pack 1
    Download service pack 1

    3.  Is your .net framework 4.6 or higher?
    Latest version .net 4.7 download

    4.  Did you download and run the file recommended in the article?
    It's just a registry fix.
    UseAlternateHWEncoder.zip

    1. Close Snagit so it is not running at all. Make sure it is closed by checking the notification area (by the Windows clock).
    2. Download and save this zip file.
    3. Unpack the file by double clicking it.
    4. Double click the REG file inside and click OK to the prompts.
    5. Launch Snagit and try recording another video.


    Download a fresh copy and uninstall.reinstall Snagit 2018
    Latest version 2018

    If all is up to date and still no go than the route to follow is support.

    Contact Free Tech Support...

    Open a ticket, Call them or Chat
    https://support.techsmith.com/hc/en-us

    :)
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  • LeaveComments
    Wow. That is a whole lot of stuff to check to run version 2018. I am on win 7 with a good computer, but I am going to downgrade. I need my easy fast video capture back. Very disappointed.
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  • ben.sacherich
    Thanks @Fred_Grover.  The link you provided (https://support.techsmith.com/hc/en-us/articles/115002732932-Snagit-Windows-Crash-or-hang-when-stopping-video-in-Snagit-2018-on-Windows-7) fixed my issue.  I downloaded the .reg file, ran it, and restarted Snagit.  I'm not able to record video and the Processing works like it used to in v13. 

    No reinstall was necessary.

    (Update 12/21/2017)   I've made a 5-6 short videos the past few days.  A few of the times the video capture would crash during the "Initialize" phase, right before recording.  I'm not sure if this is related to this same issue or it is a new unrelated issue.  YMMV
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  • andrew4375
    Ok Everyone I had the same Problem as Greg but on my laptops only. My desktop didn't have this problem. I tried the registry fix dropped the video quality and still had the issue and then I decided to try this and it fixed the problem. I am not a computer wizard so I may be syntactically incorrect about some of the things I say. It looks like it a graphics processor control problem. The laptops I have are running medium to high end NVIDIA Quadros. one laptop has a  K5100M and the other a M2200. When you have a laptop with an added graphics card the laptop has 2 graphics processors the one from NVIDIA and the Integrated graphics processor. Through the NVIDIA control panel you can actually assign a graphics processor to a specific program. The trick was assigning the Integrated graphics processor to the Snagit2018 program. To do this follow these steps....

    1. right click a blank area on your desktop and select "NVIDIA Control Panel" from the contextual menu
    2. Select "Manage 3D Settings" (under 3D Setting) from the tree on the left. You will see 2 Tabs "Global Settings" and "Program Settings" 
    3. Select the "Program Settings" Tab and there will be a drop down list ("1. Select a program to customize") allowing you to select a specific program. If you do not see SnagIt click the "Add" button beside the drop down list. The program should be listed in the corresponding window if not browse for it.
    4. then you can assign the graphics processor to the program ("2. Select the preferred graphics processor for this program") Select "Integrated Graphics"  
    5. Select the "Apply" button and close all windows, reboot the computer (not necessary to reboot if you shut down Snagit completely from the system tray on the desktop) and re-start SnagIt.

    I am not sure about other graphics cards but I have been around long enough to know that the concept will be the same. 
    in a nut shell force the program to run from the on-board graphics not the installed graphics card.

    Once again the issue with Snagit only happened on my Laptops. SnagIt ran fine on my desktop which has a NVIDIA Quadro P4000 but I do not have an option to select the integrated graphics processor on my desktop. Not sure what science is behind that but I hope this solves some peoples issues.
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  • Robert R.
    H Andrew4375 and thanks for stopping by and taking the time to post the steps you have taken to alleviate the issue.

    I'll pass this information along and do some internal testing.

    Thanks again!

    -Robert
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  • arloemerson
    thanks andrew4375, your fix works! for others, restart not required, just make sure you really kill your snagit proc first.

    win10 version 1709 OS Build 16299.248
    nvidia version 382.05 GeForce GTX 1070
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  • Tim
    brilliant @andrew4375 - works a charm for me too. Although I don't have NVIDIA but integrated Intel. Your hot tip was 'maybe it's a video driver setting in regards to 3d'...aye... it is
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  • 4evermaat
    thanks for this tip.  But Techsmith needs to do a better job of self-diagnosing problems.  If you contact their support they will want you to grab dump file, run dependency walker, run process monitor, and try about 10-12 other things before apparently accepting that a bug actually exists.

    Instead they should have a bug reporter that grabs all of the diagnostic info that is needed and allow user to run the tool.

    TS has poor bug reporting/debugging tools and asks the user (who is often not so technically inclined) to do too much.
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  • AnthonyTeunen
    This fix worked beatifully, thanks!
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  • Steven Rickard
    THANK YOU SO MUCH for posting this. I was so frustrated, because nothing else I'd tried was working, and I was on the verge of rolling back to an earlier version . . . really appreciate you taking the time to post the help. 
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  • wjgentry
    This fixed my issue as well!!!! Thank you
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  • cameron.rees
    This fix works, poor software design, the video capture works when the HP laptop was on the docking station, laptop mode showed initializing (sic) and no video. Pissed off after recording 5 minutes to try and debug design software.
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  • cconnor8
    Didn't work for me, I got an error - Nvidia 3D settings are not compatible with integrated graphics.
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  • scott
    Worked for me. I'm using the onboard graphics from the motherboard, but was having the same issue. The instructions above were close enough to enable me to figure out how to configure the settings. Thanks for posting.
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  • FX_Dave29
    THANK-YOU so much for this. Spent hours trying to sort this!! Snagit, poor on you for not putting this out!!!!!!
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  • M Deming
    Thank you so much and well written.  Fixed my problem with a new surface laptop with the NVIDIA  card.
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  • ben.sacherich
    I have a Dell Precision laptop.  I tried many of these suggestions and could not get the video capture to work when using my Logitech USB headset.  It was crashing right after the 3.2.1..countdown.  

    Yesterday I upgraded from version 2018.0.1 to 2018.0.2 using the "Check for Updates" option on the help menu.  My video capture is working now.

    On thing I'd like to note in case this is a side effect.  After rebooting, my output to Google Drive plugin was missing.  I had to download the plugin from the website and shut down Snagit before it would install properly. 
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  • ben.sacherich
    Update:  My video capture still crashes if I don't select the audio device from the main Snagit screen, before clicking the round Capture button and selecting a region.   If I try to change the audio device to my Logitech headset after selecting a region, it will crash after the 3.2.1 countdown.   
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