webcam freezing - Camtasia 2020 and Mac OS 10.15.6

Comments

39 comments

  • Official comment
    Robert R.

    Hi Nathan and apologies for any delay in response;

    Webcam issues (and performance/crashing in general) should be reported to our Technical Support team for assistance as there are a number of potential causes. From conflicting applications (such as Logi, xSplit, or other digital background / digital camera applications) to issues with settings in Camtasia or even hardware-related conflicts. Given the severity and the scope, our Tech Support team would be best to assist you and any others experiencing these issues; would you like me to open a support ticket for you?

    -Robert

  • Doc_Haff

    Sonia

    I am having complete crashes of my computer when trying to record sessions so Wish it was just my webcam

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  • Aaron Lee

    Same issue with Camtasia 2, also on up to date Mac. In my case, I'm recording both my screen and camera. Appears to always happen 41 minutes in, webcam footage freezes for ~5 minutes or so, then resumes. Screen capture never has issues.  

     

    1
  • w.buchanan

    I regret upgrading to Camtasia 2020, as my video captured from the Web camera freezes every single time I record. It often freezes for over 10 minutes, and then sometimes comes back. I cannot tell it has frozen until I go back and look at the recording. My OS is Catalina 10.15.6. This software is so buggy that it should never have been released, as it hasn't been tested properly.

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  • andrew

    I am having this problem too... Slightly mitigated by the fact that my slides are more important than my face, but I don't like needing to put up a "... an my video froze again... Sorry... I'll remove my face for now" annotation.

    But I confirm, I'm also on Catalina 10.15.6... brand new Camtasia 2020 on a brand new Macbook Pro (16-inch, 2019).  Built in webcam for video, USB headset (from SADES) for audio.  Also using Powerpoint, but not Office 365 version.

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  • Jacob Dums

    I am having the same issues as other people.  I have a new Macbook Pro 13 inch. The OS is Catalina 10.15.6.  My Camtasia version is the most recent update 2020.0.7.  I use my builtin webcam and a UBS headset (Logitech) I have had the issue while recording lectures while using both Office 365 Powerpoint and Google Slides.  I am attempting to show my students that there is a real human recoding the lecture, but instead I have a lot of awkwardly frozen images of my face.

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  • Doc_Haff

    Did a lot of investigating and tried many suggestions made by my universities technical staff and those from Techsmith's technical support people.   

    Basically, it seems that Catalina 10.15.6 and Camtasia 2018, 2019, 2020 have some sort of conflict.   For me when exporting MP4 files my entire system crashes and reboots.  This even occurs with Camtasia 2020.0.7.

    My colleague who is running Catalina 10.15.5 and Camtasia 2018 has no issues what so ever and can run Camtasia with out any of the noted problems.

    Hopefully Techsmith can sort out this issue as I have resorted to using an older Mac with Camtasia 3 on it so I can do my online teaching 

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  • gmheck

    Hmmm. I just migrated to a 2 day old 2020 MacBook Pro 10.15.6. Even with the newest  Update to Snagit, When I do a video screen grab, the screen freezes for 5-10 seconds and crashes when the screen is released.  I've even tried not sharing the video to Camtasia, or to any other destination. No luck.

    I know, with the past couple of upgrade Techsmith has been addressing the video problems, but they haven't fixed them all.  This should be a high priority in a world where educators need remote teaching tools.

     

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  • KevLawr

    Same webcam freeze issue. Happens at various times. I just had it where it froze for about five minutes and then unfroze with about a minute to go in my video. I also have the dumbest facial expressions when it freezes. May need new face if that keeps up.

    Working with Camtasia 2020 (2020.0.8) on new 2020 Macbook Pro 13 inch (4 Thunderbolt ports version) with MacOS 10.15.6. I use a Blue Yeti with a USB C cable directly into MBP.

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  • aledent

    Same problem for me, both camera ans sound freeze after 8 minutes recording and for 2 minutes or so.


    My MAC version is 10.13.6 and Camtasia 2020.

    Is there a way to solve this?

    Thanks in advance!

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  • chiasson

    I contacted tech support directly about this.  After having me try similar steps to what's been posted elsewhere in the message boards, he basically told me it wasn't their problem:

    https://support.techsmith.com/hc/en-us/articles/360049223351-Camtasia-Mac-facetime-webcam-freezes-during-recording?source=search

    So...  good luck finding a decent external webcam that doesn't cost a fortune at this point :(

    2
  • Leonard

    I have the same problem with an external USB cam, so it's not the issue of the built in webcam.

    1
  • jeff.helton

    Ditto on use of external webcam. Still getting a frozen camera image a minute or two into the recording. To worsen matters, the camera image and audio are out of sync when the camera DOES work.  

    TechSmith staff that monitor these communities need to know that blaming this on Apple is not an acceptable answer. Apple blaming on you is not acceptable either. But a LOT of your users are on the Mac OS platform so TechSmith, it might behoove you to work this out with Apple before you chase off a sizable cadre of (formerly) loyal users.   Just sayin . . .

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  • jab

    Just to chime in, I'm having the same problem on a 2019 macbook pro on MacOS 10.15.7 using the builtin web cam and version 2020.0.8 of camtasia. This is very annoying as I just finished recording a long video and only afterwards noticed the webcam video paused a few minutes in (the audio and screen capture is fine), only to recover later in the video. There is no indication of it happens while recording. Looking at the trec file (which is some sort of mp4 file) it seems the problem is in the recorded media, not in the playback (i.e., the missing information really is missing). This is a serious bug that camtasia should fix ASAP.

    -1
  • w.buchanan

    I have seldom seen such poor support for fixing a bug. I have two software packages which do not work, and there's virtually no feedback from the company. They continue to sell this software on their site knowing it does not work, and taking people's money. I have so many recording that the camera just fails every time I record. I think there is a strong case for legal action here, as they are selling software which they admit does not work for Mac OSX. To blame Apple for software not working, and then to still sell the software, is negligent and where they care little for their customers.

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  • diretoria

    does anyone suggest another competitor from Camtasia?

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  • retipster

    I figured I might as well add my name to the list. Maybe it will help drive some attention to this issue.

    Like many others, my webcam video freezes midway through most of my videos when I have the webcam enabled.

    This issue has ruined several videos that I worked very hard on. Extremely frustrating... to the point that I'm considering leaving Camtasia altogether and moving to something like Screenflow.

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  • diretoria

    Fix: migrate to obs studio

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  • w.buchanan

    TechSmith is selling software that does not work, and not telling users. They should refund everyone with the Mac OSX version of the software. I have bought licences for two of their products and neither of them work, as the video fails every single time.

    1
  • wegetpaidmore

    It's extremely frustrating, especially when you've spent 20-30 minutes of your life creating awesome content only for your video to not playback properly. I think I may just have to transition on over to Screenflow. 

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  • julie

    Same problem here - brand new 2020 Macbook, latest version of 2020 Camtasia and I have 2 blocks of about 10 minutes where my video is frozen 🙁 on my latest recording.  Very frustrating.

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  • w.buchanan

    I repeat ... Techsmith is selling a product that they know does not work on Mac OSX, and taking people's money, with no support. They still take payments on a broken product, and then say it is Apple's fault. But, this is not quite the case, as screen capture works fine on many other packages. I think they just don't want to fix it, and have little care about their customers. Imagine if this was a car, and you found that your car failed every time you used it, and then would end up taking the bus home each time. I have now given up contacting Techsmith, as they never properly respond to anything that is posted here. I have moved to ScreenFlow, and had to purchase a new licence for it. It is so much better than Camtasia, especially as it actually works, and does not waste time. It is also slicker in operation and does not suffer from the many bugs in Camtasia.

    -1
  • retipster

    I'm kind of surprised nobody from TechSmith is responding in this thread (if they're even monitoring what's being said here?). Seems like they'd at least want to reassure people that a solution is being worked on... if for no other reason than to show that they're paying attention.

    For what it's worth (I'm a customer who has upgraded to the latest version of Camtasia every year since 2016), I've found that if I go back to Camtasia 2019 or earlier, I'm not encountered this freezing webcam issue with those earlier versions... which leads me to theorize that whatever the issue is, it's probably tied to Camtasia 2020.

    I realize this isn't a great solution (because the latest version of the software should just work), but if you MUST use Camtasia and if you have access to an earlier version, that might be a workaround you can use.

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  • Andrey Petrov

    Same problem here, web camera image freezes 10ish minutes into the recording.

    This happens on latest MacBook pro 16",  Big Sur OS, tested with two different external USB cameras, current one is Logitech Streamcam.

    The product becomes practically useless, very unfortunate.

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  • Leonard

    After months of frustrations I moved to Windows with Camtasia. Have to see if it's stable there. I asked for a refund multiple times, but they give no response to that.

    This is so bad. Camtasia is near to useless on a Mac if you want to record your camera image too. Don't buy it if you want to use it on a Mac.

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  • w.buchanan

    A terrible product for Mac OS from a company who continue to sell a product that fundamentally does not do what it is meant to do, and refuses to refund customers. It is a bit like buying a car which breaks down ever time you use it, and the car manufacturer just blames the manufacturer of one of the parts of the engine.

    Overall, TechSmith says it is Apple's problem, but so many other products like this work seamlessly. They also continue to take customer's money, without informing them that it does not work. Would you buy a car that is advertised as, "This car will break down every time you use it, but it is not our problem, so please still buy it!"

    My advice is to continue to ask for a refund - but it's unlikely the company will ever respond to you - and then go get something like ScreenFlow.

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  • Inflexion-Point

    The webcam freeze problem just kept happening too often when making Camtasia recordings and of course it's only apparent after you've finished, are in edit mode and your time has already been pissed away. I've got better things to do with my time, so I went with ScreenFlow instead. So far, so good...

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  • Leonard

    I moved over to Windows and can confirm that it works flawless on Windows.

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  • Bob Apollo

    Unfortunately, using the Windows version isn't an option in a Mac-only environment... Screenflow also appears to process file exports significantly faster :-)

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  • tom

    Wow. Shame on you Camtasia - that you're not even responding in this thread on your own user forums. This is very disappointing indeed. I'm experiencing identical issues to those listed above, and we're talking over 6 months now.

    I absolutely hate software companies that thumb their nose at their users, so I would definitely consider switching software.

    Did someone mention ScreenFlow? https://www.telestream.net/screenflow/overview.htm

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