Snagit Video Recording is recording a silent green screen (that's it)

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  • Commentaire officiel
    Robert R.

    Hi folks-

    Thanks for popping in to the thread and letting us know you're also running into this. In speaking with one of our Senior Techs, it looks like this is something we're investigating specific to Lenovo machines. I've opened tickets for each of you that have reported the issue and an agent will be getting in touch with some steps to try.

    Thanks again!

    -Robert

  • jrconley4

    I'm getting audio, but all green. I filed a support request but haven't heard anything. Missed getting an important video.

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  • Robert R.

    Hi Folks;

    Out of curiosity, what type of content are you looking to record? What version of Snagit are you currently running? Would you happen to be using any sort of audio interfaces or capture cards? Do you have an antivirus/antimalware/internet security suite currently running? If so, what particular one are you using?

    -Robert

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  • jrconley4

    Uninstalled, reinstalled latest snag it.

    recording Slack, Zoom, Teamwork meetings. Nothing seems to work now. For a few days some recordings worked. I could even do a test and see it work, then try essentially the same thing and it would fail.

    Bitdefender is my virus protector. Nothing changed with my laptop other than whatever updates happen in the background. I did receive the latest windows update, but I think I was good for a few days after that.

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  • Robert R.

    Hi jrconley4

    Thanks for the follow-up! BitDefender is likely the cause of the issue as it's known to block / prevent Snagit from working properly (and a recent update on their end may be the culprit). I'd like you to try exiting Snagit completely then adding an exception to BitDefender for Snagit per these steps from BitDefender's knowledgebase. Once you've added an exception for Snagit (and I'd also recommend adding one for Snagit Editor), please try re-launching Snagit and taking a recording to see if the issue persists.

    -Robert

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  • jrconley4

    IT has control of BitDefender and coincidently they decided to switch AV today to SentinalOne. My first test after the switch worked. Every test since then is back to green. Camtasia appears to work fine (but I just loaded the trial).

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  • Robert R.

    Hi jrconley4

    It's possible that the first test after the switch worked fine, then the AV (SentinalOne) determined Snagit to be a threat and subsequently blocked future recordings. What I'd recommend is speaking with our Support Team so they can dig into some logs to see what is latching on to Snagit during the recording process. Would you like me to open a ticket for you to get the process rolling?

    -Robert

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  • jrconley4

    I have an open ticket (901930).

    Here's is what I found this morning... It would appear that if Outlook is open on any monitor, I get all green. Even if it is closed and I then open in during a video capture, I get all green. I could not find another app that causes the same reaction.

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  • jrconley4

    If Outlook is active but not open I get a good capture.

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  • jrconley4

    I ran the support utility requested in the ticket and expect that to trigger a response from support, but I'm still waiting there.

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  • jrconley4

    Camtasia does not appear affected in the same way.

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  • jrconley4

    Sadly, this pattern didn't work after lunch. It's not working at all now.

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  • Adeelk

    Hi Folks, I have had the same problem for the last 2 weeks. I am not running bit defnder or SentinalOne but do have windows security. Image capture is fine. I'm trying to capture outlook meetings for the most part.

    any help would be appreciated! I'm new at the job and really need this to work for me, especially since i paid for the program out of my own pocket.

     

    -AK

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  • jrconley4

    Support suggested to me that there may be a video driver bug specific to my Lenovo laptop. They sent a driver to install, but it doesn't want to install because it knows a newer version is in place. 

    I didn't not want to uninstall the current driver just yet so I've been using Camtasia and an alternative for now. I may experiment later.

    1
  • Adeelk

    I'm using a lenovo as well.

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  • Adeelk

    Still waiting, how do I go about starting a ticket?

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  • Adeelk

    Ticket started

    Request #908835 Silent Green screen when recording

     

     

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  • Hermann Ebert

    jrconley4: Thanks! Minimized Outlook. Now my video records normal screen again

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  • Adeelk

    Hi Hermann, sounds like closing/minimizing outlook has worked for a couple of people. I was excited to try it, but no cigar, video computer still does not work.

    Please make sure to update us if it at any point stops working.

    Thanks.

    -AK 

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  • Thanel

    Hi all

    I've been experiencing the same issue for the last few weeks. Mine is intermittent though. I also work on a Lenovo, but don't have Outlook at all (so that can't be a contributing factor for me). 

    It's very frustrating, firstly just purely from a productivity perspective. But also, I started actively promoting the use of Snagit in my organization, but now it appears buggy. 

    Any input/advice would be valuable. Also, is there a way that I can access the open ticket Adeelk, to upvote it? I'm wondering if that will help getting this issue prioritized.  

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  • Adeelk

    Quick update folks, Snagit has been assisting me for the past few days with no results so far. They requested that I update my video drivers which I did and now instead of the green screen I'm getting the error: Cannot open fileSnagit does not support GIF or MP4 files with dimensions greater than 3840x2160 or less than 64x64.

     

    Hi Thanel, this issue started happening intermittently for me at the start and then after a couple of months it stopped working al together. It is a great program if it worked.

     

    -AK  

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  • Robert R.

    Hi Thanel

    There could be a number of potential causes for this; from overprotective antivirus/internet security suites, to drivers, to conflicting apps/services/hardware- I think it might be best if you speak with our Support Team so they can investigate and escalate as needed. Would you like me to open a ticket for you?

    -Robert

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  • bill

    I have a Lenovo laptop, it too started showing green screens for videos [approx 2 weeks ago].   I do have 5 monitors so I tried it with a single monitor to no avail.   Tried the Outlook work-around, closing outlook did not work.  I'll monitor this page to see if there are other ideas - as to virus and security suites nothing has changed from a month ago where everything was working without issue.  I have been getting driver updates though, I'll see if I can back any of those out when time permits...

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  • Thanel

    Hi Robert R.

    Yes please, thank you. 

    How can I get hold of the Support team?

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  • Dmorris

    Add me to the list of people on a Lenovo with latest Snagit...and a green screen for recording.  With Outlook closed, open, whatever... does not matter.

    1
  • J Shepherd

    I was having this same problem, and it didn't matter if Outlook was running/open or not. I am using a Lenovo ThinkPad. I thought I had it solved when a teammate recommended that I change the "Selection" setting from "Window" to "Region." After I changed that setting I was able to capture recordings of interaction on one website successfully. But now I am back to only being able to get a blank green screen.  :-(

     

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  • Andrew R.

    This just started happening for me as well (Aug. 30). I have a Lenovo. I have not updated any drivers lately.

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  • Bobby C

    Same here - 10 days ago all was great - now I just get a green screen, though I do manage to capture Audio. I'm using a Lenovo X1

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  • Hermann Ebert

    Using a Lenovo X1 as well. 

    Am recording session from Citrix / Powerpoint mostly.

    Snagit is on version 2021.3.0 Build 9201

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  • Robert R.

    Hi Hermann Ebert

    Thanks for jumping in here; there's a chance that it's related to a recent driver specific to Lenovo machines, though that is something we're still investigating (just one train of thought). If it's alright with you, I'd like to open a ticket for you so we can continue gathering more info which will help us roll out a solution.

    Thanks again!

    -Robert

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