Scrolling Capture Troubleshooting

Are you having trouble capturing a scrolling area using Snagit's Auto Scroll feature? There are several variables that can interfere with Snagit's ability to capture a scrolling window. Try the recommended troubleshooting steps below to capture a scrolling window.

  1. Determine if Snagit supports what you are trying to capture.
  2. Check and adjust your web browser settings.
  3. Capture using Snagit's other scrolling options.
  4. Learn about additional troubleshooting support and how to contact Technical Support.

Step 1: Determine if Content is Supported

Make sure you have the latest version of Snagit installed. To check in Snagit, select OneClick > Classic Capture Window button > Help > Check for Upgrade.

Snagit 11 supports the latest version of the following web browsers:

  • Firefox
  • Internet Explorer
  • Chrome

Snagit 11 does not support:

  • PDF scrolling (some PDF content is protected by the creator)
  • Opera (on Windows)
  • Safari (on Windows)
  • Web-based email (ex. Gmail)
  • SAP
  • Dropdown menus with scroll bars
  • A frame with scrollbars inside a window or application

Step 2: Check and Adjust the Web Browser Settings

Try changing the following web browser settings to capture a scrolling area:

  1. Open the same URL in a different web browser. Try capturing in that web browser.
  2. Try to capture a different web page. Some web pages may not allow pages to be captured due to security settings such as an online banking site.
  3. Disable any browser extensions, add-ons, or plug-ins, especially ones that modify the look or functionality of the web page. To learn how to adjust these settings, see the web browser's help.
  4. When capturing from Internet Explorer, enable the Status bar. Select View > Toolbars. If the View menu is not visible, press the ALT key on your keyboard.
  5. Try capturing from an alternative view such as print-friendly or mobile view.
  6. Check if any dialog boxes, Find windows, etc. have focus instead of main window.

Step 3: Capture using Custom or Region Scrolling

If yellow arrows do not appear within the window when trying to take a scrolling capture, try using one of Snagit's alternative scrolling methods: Custom Scroll and Scrolling Region.

Custom Scroll

  1. In OneClick, click the Classic Capture Window button.
    Classic Capture Window button
  2. Select the Image profile.
  3. In the Profile Settings, select Capture Type > Advanced > Custom Scroll. 
  4. Click the Capture button or press the global hotkey PRINT SCREEN.
    Capture button
  5. Click and drag to select an area. Make sure to select an area within the window.
  6. The cursor changes to a pointer when you release the mouse button. Click the down arrow on the window's vertical scrollbar to start the scrolling capture.

Watch the Custom Scroll video tutorial

Scrolling Region

  1. In OneClick, click the Classic Capture Window button.
    Classic Capture Window button
  2. Select the Image profile.
  3. In the Profile Settings, select Capture Type > Advanced > Scrolling Region.
  4. Click the Capture button or press the global hotkey PRINT SCREEN.
    Capture button
  5. Click and drag to select an area. Release the mouse button to complete the capture.

Watch the Scrolling Region video tutorial

Step 4: Learn About Additional Troubleshooting Resources

If you are still having issues capturing a scrolling window, view other support articles on scrolling capture.

You can also contact our Technical Support team by creating an account and opening a ticket at: http://techsmith.custhelp.com/app/utils/login_form/redirect/ask 

Please include the following information in your support ticket:

  • Snagdiag.txt file: This tells our support specialist the exact build and version of Snagit you’re running. In Snagit, select OneClick > Classic Capture Window button > Help > Support > Save to File.
  • DXDiag.txt file: This tells our support specialist about your hardware setup such as video drivers and DPI settings (no personal information is included).
    1. Press <Windows key + R>.
    2. In the text field, type dxdiag and click OK.
    3. Click Yes in the message that appears.
    4. In the dialog, click Save All Information.
    5. Select a location and click Save.
  • Provide the URL to the webpage or the software program and version you were trying to capture. A non-scrolling screenshot can help the support specialist see what you are trying to accomplish.
  • If you are capturing on Firefox, please include a screenshot or list of all enabled extensions.

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