Scrolling windows stopped - no arrows

Comments

29 comments

  • GingerBread

    Have you tried another Browser? Browser updates have a way of temporarily breaking scrolling capture.

    Thats why TechSmith created Panoramic Capture. It requires a bit more input to utilize but is nearly bullet proof reliability wise.

    If you're unfamiliar with the feature.Heres a TechSmith video.........https://youtu.be/bsof1Of68Uo 

    Restarting your computer may restore the function? 

    Ginger

    0
  • sab51

    Same for me - and I did all troubleshooting possible.

    If the panoramic mode is the only solution to take full page screenshot, I will move to other tools (even free) that require what Snaggit asked before, 2 clicks and no time 

    0
  • Kevin Ross

    I am having the same issue... started yesterday for me...

    Have tested in Chrome & Firefox... cannot scroll... no Arrows...

    Please address this ASAP... I am a long time user and this very frustrating.

    I use Snagit a lot and I depend on the scrolling feature for my work.

    Panoramic capture is still working, but it is cumbersome compared to the Scrolling Window

    Please.....

    0
  • Kevin Ross

    Scrolling seems to work for me in Firefox, but it may be intermittent.

    Scrolling does not work in Chrome now.

    0
  • Kevin Ross

    Can SOMEONE from TechSmith Support test this in Chrome and Firefox and reply with some sort of solution? There are multiple threads on this forum with similar issues

    Thanks!

    0
  • Robert R.

    Hi All;

    I do know that there have been some reports of Scrolling issues with various browsers, however many were addressed by following the steps in this support article. A few things you'll want to try is open Firefox in Safe Mode (which is in the Help menu of Firefox) or Chrome in InCognito mode and then try taking a scrolling capture of the window. You may also want to consider fully exiting Snagit then running it with elevated privileges (right-click, Run as Administrator) then doing a scrolling capture test of a Google Search results page or this forum post (note, I was able to successfully take a scrolling capture of the forums in Chrome with no extensions running with Snagit 2020).

    If the above steps fail (including those linked to in the support article I referenced), I recommend opening a support ticket with our Technical Support team as they will be best equipped to assist with these issues.

    -Robert

    0
  • Kevin Ross

    Seems to work in Firefox 81.0.2

    Doesn't work in Chrome

    Doesn't work in Chrome Incognito Mode

    Will be switching to Firefox, but I hope that a solution is imminent for the Chrome browser...

    0
  • sab51

    I have been in touch with customer support. 

    They confirmed the issue and recommended in the meantime to use the panoramic trick - If you use tool like "Go Full page", its free and do the job in 2 clicks. 

    Here is the reply from support escalation on my ticket:

    "This is a bug that came up with the most recent release of Google Chrome. The newest update for Chrome is not playing nicely with Snagit, however, our development team is working on potential solutions."

    I just think it's a pity because it's a paid tool, and not the cheapest one!

    Hope it's going to be quick!

    1
  • deciawong

    Thanks everyone. Yes, the scrolling window arrows disappeared with the recent Chrome update - super frustrating because, I too, use the feature frequently. I was able to use the feature with Edge browser thanks to the tips here.

    0
  • dutchintouch.com

    Same thing here. Scrolling windows and Panoramic scrolling not working in Chrome. They do work in Edge, but Chrome is my browser of choice, and I won't switch the Edge or any other browsers.

    So... here's to hoping that there will a solution soon.

    0
  • sab51

    Bad news! I downloaded the new version Snaggit 2021 - Still the same issue on Chrome and Firefox.

    Only browser I was able to have it works was on Microsoft Edge. 

    1
  • Kevin Ross

    Scrolling is now not functional in Chrome & Firefox. I am now forced to use Edge to use the Snagit Scrolling feature. This is not acceptable. My browser of choice is Chrome, as I need to use this at work. I have been a long time supporter of Snagit and I love the program, but this issue needs to be fixed or I will be forced to take my business elsewhere. Please advise on the progress of this fix ASAP. Thank you.

    1
  • dutchintouch.com

    No updates on this issue? The 'use panoramic capture' solution doesn't work for me either. 

    0
  • dutchintouch.com

    Sab51, thanks for mentioning Go Full Page. I have just installed the Chrome extension, and it works right out of the box. 1 click, and it captures a full, scrolling window. 

    I love Snagit and will continue to use it. But for Scrolling Windows I will be using Go Full Page. 

    0
  • JohnSnagIt

    Add me to the list.    ALL-IN-ONE is broken, it does not do Scrolling Window captures in Chrome anymore  It's a silly issue really and should be easily fixable if someone at TechSmith gave it any attention.    

    The problem:  In your Chrome browser, during capture, the ARROWS do indeed become visible in the browser's "client window" but only when you hover your mouse over the very top of the Chrome app window.   As soon as you move your mouse down towards the ARROWS, they all disappear.  Boo.  Very frustrating. 

    This is definitely an internal Snag-It program bug related to the "ALL-IN-ONE" preset & Chrome.  ALL-IN-ONE is broken.   

    My usable workaround is a new preset that I aptly named "Image with Scrolling Window".   The preset is -> Image tab, and "selection" is "scrolling window".    Yea it's two extra clicks to manually select  my new preset, but it works.  

    And I also briefly looked at the Chrome extension named "Go Full Page" mentioned above.  Yes it looks like another alternative solution.  I didn't install it, yet.   I rather see Snag-It FIX that is now broken in Snag-It ASAP.

     

    0
  • Kevin Ross

    I was able to follow instructions from Snagit Technical Support and it seems to have solved the Scrolling issue in MS Edge & Google Chrome. However, Firefox seems to still have the Scrolling issue.

    Solution was to...

    • fully close Snagit with the Task Manager, 
    • backup the Snagit entry in the Registry,
    • delete the Snagit entry in the Registry,
    • restart Snagit (which populates the Snagit entry in the Registry

    Thanks, Snagit Technical Support!

    0
  • sab51

    Yeah!

    I updated the software this morning, and I was able to get the scrolling works on Chrome.

    Thank you!

    0
  • JohnSnagIt

    Hi sab51 -   thanks for sharing that info.  Glad to hear you have scrolling working in Chrome.

    Did you update to the new Snagit 2021?  Which I think was released about a month ago.

    I updated 1st week of October to 2020.1.5 (09/29/2020)  and the scrolling was still broken in Chrome.

    John

     

    0
  • Kevin Ross

    I already had Snagit 2021 and the Scrolling did NOT work...

    When I looked into my Registry, I found that I had a massive amount of entries for Snagit 2019, 2020 & 2021.

    I also had all 3 Snagit versions installed on my PC. For some strange reason, installing a newer version does not delete the older version. It has to be done manually.

    As per instructions from Snagit Tech Support, I deleted the Registry entries and the previous versions of Snagit, restarted Snagit 2021 and the Scrolling works.

    I have a feeling that Snagit may have been getting confused, somehow, with the multiple Registry entries... ???

    0
  • JohnSnagIt

    Hi Kevin - Can you share with us those Registry entries ?

     

    0
  • Kevin Ross

    These are the steps I received from Snagit Tech Support...

    Scrolling is now working in MS Edge & Google Chrome, but not in Firefox...

    Please do the following.

    • open your task manager (ctrl + alt + delete) and click on the Processes tab and make sure SnagIt32.exe, SnagItEditor.exe, and SnagPriv.exe are not running in that list (You may need to click More Details to see background processes).
    • hold the windows key down on your keyboard and hit the R key to open the Run Window.  Type regedit and select OK to open the Registry Editor.
    • browse to HKEY_CURRENT_USER\Software\TechSmith\SnagIt
    • Right click the Snagit folder and choose export, and save it to your desktop. This is your back up.
    • Once the Snagit folder has been backed up, right click on it in the registry editor and choose delete
    • Here is a video showing the process: https://www.screencast.com/t/b2zjEvl2x
    • try restarting SnagIt and see what happens


    If you are still unable to capture in Firefox, send the following to help troubleshoot...

    https://support.techsmith.com/hc/en-us/articles/360017738991

    0
  • sab51

    Hey, John

     

    I updated to the latest 2021 version like you in October and it was not working. This morning, I received an auto-update on my computer which make the scrolling working now.

     

    If you open your Snaggit, under "help", hit "check for updates" - done!

    0
  • JohnSnagIt

    Thanks Kevin & sab51 !     

    I'll install the new Snagit 2021.0.2 which was released yesterday 11/23/2020.  And I'll do Kevin's instructions.  I'll report back.  

    0
  • Kevin Ross

    sab51 & JohnSnagIt...

    ... can you please let me know if the Scrolling is working in Firefox?  For me, scrolling is only working in Chrome, Brave & Edge...

    Thanks!

    0
  • sab51

    Hi, Kevin

     

    it works on Edge, Safari, Chrome but not on Firefox. 

    0
  • Kevin Ross

    Thank you !

    0
  • JohnSnagIt

    I can confirm that the Scrolling Capture now works with Chrome browsers with the latest release of Snagit 2021.

     

     

     

    0
  • amapwn

    Also confirming - moving to 2021 version fixed scrolling capture for me. I was out of date so I updated from 2020.1.0 to 2020.1.5 first (no fix), then tried the reg delete mentioned (no fix), then upgraded to 2021 and it's working now.

    0
  • JohnSnagIt

     

    Note that version 2021 will not install on Windows 7.    Only Windows 10 is supported.    

     

    0

Please sign in to leave a comment.