New Version error opening older (yesterday) SnagIt files

Comments

10 comments

  • Luke Griffioen

    Hi,

    Are you using OneDrive by chance? We have seen this happen with OneDrive and files that are not stored locally. If you make them available offline in OneDrive, it should resolve the error.

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  • udo

    Hi,

    yes is on Onedrive. I copied the file from OneDrive to local downloads folder and received the same error. see attachment.

    Btw. to make Onedrive local is not a final solution! I have a massive Snagit collection and don´t want to fill up my local drive. This worked flawlessly until yesterday.

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  • Luke Griffioen

    Can you open a support ticket and attach that file so we can see if there's anything wrong with it? Unfortunately the issues with OneDrive were introduced by macOS 12.3 and are outside of Snagit's hands, Microsoft will have to update OneDrive to work with these new changes. Other cloud destinations like iCloud, Google Drive, and Dropbox appear to be working well, so if you are able to use one of those, that may work better.

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  • udo

    Opened ticket 

    Request #1014479 Error opening file with new version

    Why did it work yesterday with the same OneDrive Version.

    Not OK to blame MS.

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  • Luke Griffioen

    I'm not sure why the latest release would have changed anything, we will look into that. However the issue you're seeing has been around since macOS 12.3 was released. Here's some more information on the situation with OneDrive https://www.macrumors.com/2022/02/03/microsoft-responds-mac-onedrive-criticism/.

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  • Luke Griffioen

    Thanks for opening the ticket, I took a look at the file and this appears to be different from the OneDrive issue that other users are seeing. Those users were able to open the files just fine when moving them offline, my apologies for thinking this was the same issue.

    Is this happening to just a few files or all of the old ones? The strange thing here is I'm not able to open this file with any version of Snagit, so although the timing is suspect, it doesn't seem like a new issue with 2022.1.0 trying to open them.

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  • Amministrazione

    I had the same problem with Snagit and MAC OS 12.3 and 12.4 M1 processor, i dont use One Drive, yesterday worked well today not, tried everything ... 

     

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  • Luke Griffioen

    Hi Amministrazione,

    Do you use any other cloud service for your library location? Did you update to 2022.1.0 or are you seeing this in an older version?

    Is this happening to all older files, or just ones in a certain date range?

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  • Luke Griffioen

    Hi udo,

    I was able to reproduce a similar situation by saving captures to OneDrive, but i used Snagit 2022.0.3 and it happened there as well. If i did hit what you're seeing, the good news is i was able to download the same capture from onedrive's website and it opened just fine. Can you confirm if you see that working as well?

    Amministrazione - you're not using OneDrive, but are you using any other cloud storage locations, or are all of your files local?

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  • Luke Griffioen

    When i got into this situation, I was able to fix it by downloading all files

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