Solution

General Scrolling Capture Failure

If you receive an error or no response when capturing a website, open the URL in a different web browser, such as Google Chrome, Mozilla Firefox, Internet Explorer, or Microsoft Edge.  Results may vary across web browsers based on website content. 

Snagit 12

Snagit 12.4.1 can be downloaded here.  If you install 12.4 over an older version of 12, you may not see the profiles by default.  To add these profiles, double-click the profiles located at the bottom of this article. 

Alternative Scroll

The Alternative Scroll profile functions the same as the default Print Screen or red button capture, but uses different code to handle scrolling. 

In the Capture window, click the View Profiles button. 

Click the Alternative Scroll profile to start the capture. 

Custom Scroll

The Custom Scroll profile allows you to select a scrollable area on the screen. 

Click and drag to select an area on the screen. 

Click the application or web browser's scroll bar to start the scrolling capture. 

Scroll a Region

The Scroll a Region profile allows you to click and drag to select an area beyond the viewable content on the screen.  This video shows an example of how to use this profile. 

Snagit 11

To learn how to use auto scroll and some scrolling best practices, watch this tutorial video. 

If you did not obtain the desired results in your capture, complete the following:

Unable to Perform Scrolling Capture in Chrome version 61

Unable to Perform Scrolling Capture in Firefox

Some Firefox Add-ons cause Snagit to only capture the visible screen.  Add-ons that emulate running another browser within Firefox, such as IE Tab Plus, are known to cause this.  Disable or remove these types of Add-ons to resolve the issue.  The Custom Scroll profile is another option to capture a scrolling area in Firefox. 

Unable to Perform Scrolling Capture of PDF

The All-in-One Capture method does not work with PDF readers because Snagit is unable to properly detect the scroll bars on the screen.  The scrolling arrows do not appear.  To capture a PDF or multi-page PDF document, use the Snagit Printer. 

In the PDF reader, select File > Print. 

Select the Snagit Printer. 

Print the PDF to Snagit. 

Snagit sends the PDF document to Snagit Editor.  You can edit the captured PDF and save in any of the formats Snagit provides.  If you are unable to use the Snagit Printer, use the Custom Scroll profile. 

Security Software Conflicts

Kaspersky Internet Security

Customer reports and internal testing has shown that Kaspersky Internet Security 2014 interferes with scrolling capture.  If running Snagit 12, please make sure that you have the latest version of 12.4.1 installed. 

Trusteer Rapport

We have seen known issues with Trusteer Rapport security software preventing scrolling from working.  See this
article for more information.