Snagit capture very slow on 4K monitors, particularly multiple 4K monitors

Comments

26 comments

  • stephensterry853
    I don't run 3- 4K monitors, so I'm not much help I'm afraid. Oh I could take a guess.But that's all it would be.

    I have no problem capturing 3 lower resolution monitors.It happens fast, I've also got a strong computer.

    You should contact tech Support. See what they can tell you.

    This is a Free Service............... Submit a ticket

           https://support.techsmith.com/hc/en-us/requests/new

    Or call, >>>

     Toll Free: 800.517.3001 (U.S. & Canada Only)

    8:00 AM to 7:00 PM EST Monday through Friday

    Regards, Joe

    -1
  • David Howell
    I agree with this - tech support can work with you to get more information and provide some suggestions. We're actively tracking down causes of this and possible solutions, so any additional information you can provide will be helpful.
    -1
  • kmckenzie
    I do have a very good computer, so processing power or memory is not an issue I don't believe.  Dell 5530, 32 GB Ram, 8 processors.  I've seen it on two other systems too that are using 4K monitors.  Let me know what you need that might help?
    1
  • Richard Sporn
    Just an observation to add to this issue,  I have a Dell desktop with i7-7700 CPU @ 3.60GHz processor with 16GB of ram using 4 each 22" 1920X1080 monitors for just over 2 years.  I have experienced this same issue on a few occasions and have not been able to pinpoint a direct link to what I'm doing when it happens.  The last time it happened was right after the last windows update was uploaded and the delay was so bad that I did contact Snagit Tech support to see if the latest update was being reported as an issue. They said none were reported. I even went and upgraded to Snagit 2020 to see if it would solve the issue and It did not. But enough rambling, I do run Snagit on my laptop with a similar processor and ram and have found the issue does not happen as frequently which does imply that having multiple monitors is an issue with running Snagit. In my opinion, I believe there is a direct link between the amount of ram you have and the type/capabilities of the Graphics card you have to support the monitors you are trying to use.  Most off the shelf computers are only designed to support 2 monitors. So if you add more monitors you are going to see less performance from all if you are running programs at the same time that have a lot of active graphics. I have found this issue as I run 2 -3 stock trading programs simultaneously on this computer and I use Snagit to capture video on stock activity during my trading.   My takeaway is if you use more than 2 monitors, get a graphics card that supports the number and type of monitors you have. 
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  • Carroll Morris
    I agree that when using multiple 4k monitors or even a single 4k monitor Snagit falters badly.

    I'm using 2020.1.1 build 5050 and it continues. I've been using snagit forever and though it would be fixed by now. I use a variety of laptops from surface book 2, Dell Latitude and HP Spectre all latest specs with min 16gb ram and it doesn't matter, snagit is painfully slow and jittery making any kind of screen capture a painful experience to the extent that sometimes i just use the windows snipping tool instead.
    4
  • skrzacik skrzacik
    Hello, is there any ipdate in this case? I am using 4k monitors and snagit is terrible. It takes longer to take screenshot in snagi then it is in winodws, in snip & sketch... terrible. 
    4
  • dsingleton
    Please fix this.

    3
  • Brian Quirk

    I'm encountering the same performance issue with multiple monitors (see diagnostics below). I always use 'Region' capture and it seems as though SnagIt is spending cycles trying to outline (with dotted yellow line and arrows) a particular window where my cursor is when I click my capture shortcut. It takes 8 - 10 seconds for the crosshairs to show and then the crosshairs really lag when moving around the screen. And this is with simplified crosshairs enabled. IMO, when 'region' is selected SnagIt should not spend any cycles on outlining a window as I've selected a 'region' capture and will always be 'drawing' the region I want to capture. 

    By comparison, Snip and Sketch is almost instantaneous with region drawing. 

    === Snagit 2020.1.4.6413 [enu] Diagnostics ===
    System Information:
    Virtualization: None
    Windows 10.0 Build 19041

    Display Information:
    Display Width: 10920
    Display Height: 2160
    Display Origin: -3840,0
    Number of displays: 3
    Display 1: (primary)\\.\DISPLAY1
    Display 1: left=0, right=3240, top=0, bottom=2160
    Display 1: dpiX=192, dpiY=192
    Display 2: \\.\DISPLAY2
    Display 2: left=-3840, right=0, top=0, bottom=2160
    Display 2: dpiX=144, dpiY=144
    Display 3: \\.\DISPLAY3
    Display 3: left=3240, right=7080, top=0, bottom=2160
    Display 3: dpiX=144, dpiY=144
    Global display dpi: 192, 192
    Display Colors: 32 bit

    4
  • josh

    Mixing integrated and discrete graphics causes this lag, in my experience (Lenovo ThinkPad with integrated (Intel) and discrete (NVIDIA) graphics.

    Turning off the integrated graphics in BIOS resolves this lag, albeit it at the expense of battery duration (because the discrete graphics chipset runs 100% of the time).

    In my use case, I run the laptop's native 4K display and three external 4K monitors (two on the NVIDIA card, one on a Kensington USB 4K card).

    After disabling the integrated graphics, snags are instant and smooth across any or all the 4K monitors.

    Hope that helps.

    3
  • dsingleton

    Thank you Josh.

     

    I have been having this problem now for 2 or 3 years, and because of this BUG I have stopped using or recommending Snag it, after being a user for more than 20 years.

    It looks like you have found the cause. I keep hearing that it was graphics card compatibility / Update drivers/ check with monitor manufacturer etc. None of which helped. The issue was always that if I have more than one monitor and any one of the monitors was running 2k or higher then the slowness happened. 

    Thanks to your comment above I tried a different testing, and found that the core issue is not the type of graphics card or the drivers etc. the issue is simply running two monitors off two separate video cards. Disabling one video card solves the problem since it forces both monitors to run on the second graphics card. I can ever reenable the other card provided I don't switch the FHD monitor to run on that card.

    So problem not solved, but I now have a workable solution.

    Thank you.

    0
  • josh

    I am gratified it helped. Thank you.

    3
  • dsingleton

    I have used Snagit for over 20 years and was a product evangelist for 15 of those, I haven't used it for 2 years because of this bug. So I am really happy to be able to use SnagIt again.

    1
  • adam.wojciechowski

    josh well, the solution is unfortunately not applicable to machines with ONLY integrated graphics (no discrete card what so ever - eg. Surface Pro7).

    I have my Surface connected to 2, sometimes 3, 4k monitors (via dell d 6000 docking station) and snagit is soooo slow that i started using snip it instead, and using only "snagit editor". actually it's unusably snow in any connection with a 4k monitor.

    1
  • dsingleton

    adam.wojciechowski my situation is the same as yours. A laptop with integrated graphics, but there are two integrated graphics cards. Take a look in devices and check if maybe the DELL dock is creating the external monitors with separated drivers.

    I think that the Surface has the build in Intel graphics card which drive the LCD and an Iris chip that drives the external monitor, so similar to my configuration.

    Try going to Devices and disabling the Intel UHD driver and run only off the Iris.

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  • antonyb

    ******************************************************************************************

    This post has been totally revised. See below the new experience with the Nvidia NVS 510s video cards.

    ******************************************************************************************

    Guys,

    thank you for this feedback about using the same discrete videocard for managing multiple monitors.

    But this does not match fully my experience (not in 4K): if you are going back to 13.x release, you can manage even 3 different dual head PCI-e videocards spanning over 6 screens without any lags (I tested max with 1920x1200 resolutions; no integrated video card on the motherboard). Now if you are going to test the same hardware with the latter releases 18.x, 19.x and 20.x then a capturing process becomes progressively (latter releases) painfully slow and it could take several seconds just to initiate or stopping the capture.. Also precise management of the cross hairs is harder if not impossible.

    So I am not sure it is ONLY a matter of managing the screens with the same videocard.

    Clearly some motherboards, when two PCI-e slots are involved, switch from 16x to 8x speed but this should not hit performance for regular 2D office tasks: bandwidth is enough.

    Something changed over the years about the Snagit engineering of the capturing process and  basic themes for desktop regedit keys for rendering engine do not help.

    Sure, if it is a matter of a simple 2-screen setup, there are plenty of cheap solutions; it could be quite expensive if the user needs more than 4 screens combined on the same videocard just to use Snagit.

    Finally: why a simple capture task that still has to select the area with a Region or Panoramic is slow to be initiated with the latest Snagit releases (when multiple screens are involved)? That is one the weird topic that need an official clarification. 

    It would be greatly appreciated. Thank you.

    [Edit: things changes from 13.x vs 18.x or later releases about how a capture is being performed and this requires higher hardware requirements --  See below the new post]

     

    1
  • mnoxon94

    I had versions 11 & 12 in the past and they were great.  When I purchased a new laptop I started using GreenShot and then ShareX which worked great but the editors were lacking.

    Oct 14, 2020 I purchased an upgrade to 2020 and was less than impressed.  I wasn't sure what the issue was and didn't have a chance to troubleshoot.  Finally on the 20th, I needed to do some screenshots and it took 6.7 seconds (yes, I timed it) from the time I clicked the capture button until the crosshairs came up on every capture.  When I searched the forums, I found multiple community posts that identify the 4K issue.

    My laptop has a 4K screen, and I have 2 additional 4K monitors.  Yes, I have a discrete video card with 2gb (NVIDIA GeForce MX150) but the monitors use DisplayLink.

    The solutions provided by TechSmith:

    https://support.techsmith.com/hc/en-us/articles/203731288-Snagit-Windows-Crashes-or-the-crosshairs-are-sluggish-when-trying-to-take-a-capture-

    Option 1: Enable Simple Cross Hairs
    Option 2: Change Render Method
    Option 3: Adjust Windows Theme
    Option 4: Disconnect Monitors

    either have no effect (1-3) or work but are even insane to suggest (option 4).

    The fact that the opensource and freeware products do not have this problem on my laptop with this configuration squarely points at TechSmith developers.

    Option 5 should be go back to what worked before.  Since I upgraded, it came with a year of upgrades.  My co-worker was not so fortunate and 5 days after he purchased Snagit2020, Snagit2021 came out and will cost him.  Since he is having the same issue, I doubt if he will upgrade.  Honestly, I wish I could return mine since I probably will be uninstalling as this is unusable.

    I would keep it if I believed this was going to get fixed, but seeing how long this has been going on and known by TechSmith, I doubt this will ever be resolved.  They will continue to collect yearly maintenance revenue from companies who (at one time) thought this would make their employees more productive.  

    3
  • Steve

    Everyone - I have the same issue running 3 monitors on a very fast Dell computer.  My work around is to use Windows 10 Snip & Sketch ([WinKey-Shift-S]) and snip my region without any performance issues.  Then, I open Snagit Editor and [File]/[New from Clipboard] ([Ctrl-Shift-N]) to create a new image.

    Not a difficult work around but interesting that Windows 10 can snip a region A LOT FASTER than Snagit Capture with multiple monitors.  Room for improvement TechSmith ;)

    1
  • antonyb

    Steve and Everyone, which are exactly the video cards involved in your multiple screens setup and their drivers? Details are important.

    Anyway if your screen capture is limited with Region that is a nice workaround. In my case I need an extensive use of the Panoramic and standard Windows Snip and Sketch tool does not help. 

    Below is my new experience, sure not with 4K screens (most are 1920x1200) but it's food for the mind. 

    I fixed everything with the 2 x Nvidia NVS 510 setup.  See my previous post above.

    Current performance on Snagit 2021 is now much similar (above 90% in terms of overal experience) than with 13.x running on Nvidia NVS 300s (3 x NVS 300). This restores my confidence and practical use of latest Snagit releases (from 18.x onward) with no more delays on initiating, stopping the captures of images or videos or slowness on cursor management running a multiple- 6 screen environment .
    It's the best $150 I could ever spend on this matter.

    It is not a matter of 'many monitors' but memory. bus, cudas or whatever it is needed in 2D environment with updated drivers.
    In fact although these NVS 510s are not new but a 2012 model, slightly newer than the NVS 300s released in 2011, their 192 cores vs 16, 2GB RAM vs 512MB, 128 bit bus width vs 64 bit probably make the necessary difference to close the gap of the Snagit 13.x originally fast engine vs 18.x or later one. The same setup works flawlessly with older 2016 drivers (obviously specific for NVS 510) also on Windows 7 x64 on top of my usual Windows 8.1 Pro x64 and Windows 10 dual boot.

    'The integrated DisplayPort 1.2 engine produces crisp image quality while driving ultra-high-resolution panels (up to 3840 x 2160 @ 60 Hz). NVS 510 also supports advanced DisplayPort 1.2 features like multi-stream technology (MST) and stream cloning' -- as per Nvidia docs.

    More up-to-date video card model such as the Nvidia Quadro P400 (which supports up to 3 monitor 4096x2160 @ 60Hz or one 5K monitor) would provide better performance in 2D benchmark but it drives only 3 minidisplayport slots. These NVS 510s with their 4 minidisplayports (w/ proper VGA/DVI/HDMI adapters) allow me to manage the current 6 screens with a chance to expand toward a 8-screens desktop. Nvidia NVS 810 model with its 8-ports is much more expensive.

    On top of these considerations, the acoustic noise is nearly inaudible (at least running at 51°C, 2190 RPM with my 2D needs) but during the BIOS/UEFI PC boot when they are probably initiated, which makes a good alternative to those NVS 300/310 fanless video cards.

    Again guys, fast computer or PC RAM or number of PCIe slots are not a factor if the video card(s) are not decently fast in 2D and - yes - many monitors can be configured with Snagit 2021 and at least two 2.0 or newer PCI-e slots can be filled with video cards without slowing the overall experience .

    A trick: do not look for G3D benchmarks but G2D ratings probably need to be around 330 or better.  Example: 

    https://www.videocardbenchmark.net/compare/NVS-300-vs-GeForce-MX150-vs-NVS-510/1538vs3789vs2228

    That G3D 2365 is irrelevant.

    Hopefully this post could help other users to re-evaluate their hardware in terms of video cards in order to work with Snagit. (CPU is nearly irrelevant: it's just a 10 yrs old i7 860 and 12 GB RAM).

    0
  • ciaran saunders

    I also have a lag of 6-7 seconds befor the crosshairs appear (plus another couple of seconds to select a region) when capturing on a HP Spectre X360 laptop with a Plugable dock and external displays.

    As many of us are using multiple monitors these days, I hope Techsmith make fixing this a priority.

    2
  • SergioRivas

    Hello team and community.  I have a setup of 5 monitors, 1 4k and the others varies from 1920x1200, 1920x1080 and 1600x1200. I have not issues capturing images with OpenSource ShareX (it can take the region image on aprox half second, but with Snagit the time is above 8 seconds and when the simplified crosshairs appear, it lags so bad that it takes about 12-15 seconds to capture the desired screen portion on any of the monitors. The same procedure takes up 1.5 seconds with ShareX (this is because it is slow for ME to move with precision the cursor without losing control, not because ShareX is slow). Please try to replicate the issue on your End. It is not that difficult, I am using various old Kensington USB Universal Multi Display Adapter - DisplayLink Certified - M01063, that you can get on Ebay for about $30 each one, and using a laptop with a basic discrete video card, Nvidia GTX 1050 4 GB ram with an embedded GPU 630 using an Intel  i7-8750H with 32 gb ram and SSD drives. Not a super laptop, but it works super fine with ShareX.  Thank you team.

    1
  • john

    I hate to "Me To" it but, I have this same issue with either 2 or 3 monitors.

    1-3 Monitors at (from 1920x10280 to 5760x1080) and Snagit is essentially instantaneous.

    When a single monitor is moved to 4K though, the initial crosshairs take 4.5 seconds to appear, then another 2.5 seconds from selection of a screenshot before the snagit bar appears, then another 7-8 seconds after choosing a screenshot before Snagit Editor appears.

    Upping the pixel count of 1 4K at 7680x1080 (i suppose), the times almost double to 8 seconds for the crosshair to appear, and then nearly 15-sec for the selection before the snagit bar appears on screen, then another 9-seconds before Snagit Editor appears.

    If I was to guess, I'd say that pixel count, of what Snagit may need to freeze on screen in order to choose what you want to capture, has a direct impact on the performance of, usability of, and satisfaction with Snagit.

    Is there anything we can do to tune Snagit under the covers in a config file to allocate more memory?

    Have you seen any different in it affecting discrete graphic cards with dedicated memory, compared to the integrated Intel graphics chips so many of our laptops have today?

     

     

     

    1
  • techsmith.2020

    I have a similar Problem and my message is in german, so the keyword 3840x2160 is the reason I found this post.Before finding this post I created a screen cast, which may help.

    https://www.screencast.com/t/ING3J3n7t

    I do only record a small area and think, that this message is thrown by the measure of the whole Desktop. Hope there is a fix for that.

    0
  • Steve Carroll

    I was on to support this morning and was advised the following;

    (10:18:38 AM) Mariel L: I'm sorry to inform you that, at this time, we only consider Snagit compatible with one 4K monitor, or up to 4 1080P monitors. Snagit is not optimized at this time to work with anything other than these setups, however, we are working on improving this for an upcoming update to Snagit.

    0
  • Carroll Morris

    That's pretty basic stuff - why wasn't it higher on the priority list.

    Also why is the snagit editor separated as an application

    0
  • ngpollock

    I have been using snagit for years and always loved it, but I purchased a new Yoga with 4k display about 6 months ago and Snagit 2019 has been completely unusable.  I am running several external monitors, one is 4k.  I saw performance improvements listed in the 2021, so I bought it, but no luck, so I started searching and found this forum.

    I use a Pluggable external USB hub to connect one of the external monitors and after reading this forum, I see it has an integrated video adapter.  As soon I disabled it, Snagit was instant on my 4k monitor, everything is working perfectly.  Fortunately, this is a work setup, so I am going to swap my HDMI connected monitor for a USB-C monitor so that I can connect a second external monitor without requiring the pluggable.

    Short answer is, at least in my situation, there is a glitch in Snagit that manifests itself whenever I have more than one video card enabled on my machine.  The problem occurs even if I am trying to use Snagit on the directly connected monitor.  If the pluggable video card is being used for one of the monitors, then Snagit is slow for any monitor I try to capture on.

    I really do not understand why the techs at Snagit can't resolve this one, it seems as if it should be straight forward.  With the number of people running this type of setup these days, this needs to be a priority to resolve.

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  • Steve Carroll

    After over 10 years as a snagit customer, always upgrading to the latest version, because of this issue and lack of support on this issue, I have dumped snagit and moved to Faststone, cheaper and works very well on multiple 4k monitors

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