Reply to post

Hot!Hypersnap 8.11.02 - New issue with black screen when capturing

Author
jsavoor
User
  • Total Posts : 0
  • Scores: 0
  • Reward points: 0
  • Joined: 2016/04/14 13:45:09
  • Status: offline
2016/04/14 15:26:18 (permalink)
0

Hypersnap 8.11.02 - New issue with black screen when capturing

Hello
I realise that people have raised a topic similar earlier, but I would be most grateful if a support engineer in Hyperionics could examine this issue.
I have been a licensed user of Hypersnap for some time and have had no such issues in the past. I use my product within a Parallels Desktop virtual machine on my Mac. The VM contains a Windows 10 Enterprise OS.
As soon as I try to take a capture the screen goes black. The small window showing the precise location is also black.
The Macbook I have is a Retina version, and I do not believe this is the issue. The previous version of Hypersnap diid not exhibit any of these issues and I was happily using it in my VM.
It is only since the latest update this has started happening.
I would be very grateful if someone could please assist.
 

6 Replies Related Threads

    Admin
    Administrator
    • Total Posts : 275
    • Scores: 6
    • Reward points: 0
    • Joined: 2010/11/22 00:00:00
    • Location: USA
    • Status: offline
    Re: Hypersnap 8.11.02 - New issue with black screen when capturing 2016/04/14 16:04:53 (permalink)
    0
    I have seen the black screen upon capture previously, on regular Windows machines too, but it was caused by some Internet Security software that was trying to "protect" the user from malicious software trying to steal sensitive information by capturing screen. Did you recently install or update such security software on your Mac VM? If so, go into this security software setting and add HyperSnap to safe or trusted screen capture programs.
     
    I have no idea what else could case such problems, except maybe an issue with the graphics card driver. Please see if there are any updates to the virtual graphics card driver in the Windows 10 VM on a Mac.
     
    Greg
    StephenB
    User
    • Total Posts : 0
    • Scores: 0
    • Reward points: 0
    • Joined: 2018/05/05 09:23:44
    • Status: offline
    Re: Hypersnap 8.11.02 - New issue with black screen when capturing 2018/05/05 10:17:27 (permalink)
    0
    Admin
    I have seen the black screen upon capture previously, on regular Windows machines too, but it was caused by some Internet Security software that was trying to "protect" the user from malicious software trying to steal sensitive information by capturing screen. Greg 

     
    Every so often I also experience a black screen upon capture on a Win7 desktop (HS 8.16.05 64 bit), which is easily "fixed" by restarting my system. I haven't deliberately tried to recreate the problem. I suspect there is a process or another program active with similar hotkeys to HyperSnap which is interfering, but I need to check further in Task Manager before restarting to see if I can get to the root of the problem. Perhaps all I need to do is temporarily disabled the HS hotkeys to eliminate that possibility...
     
    Cheers, Stephen
    Admin
    Administrator
    • Total Posts : 275
    • Scores: 6
    • Reward points: 0
    • Joined: 2010/11/22 00:00:00
    • Location: USA
    • Status: offline
    Re: Hypersnap 8.11.02 - New issue with black screen when capturing 2018/05/05 10:25:01 (permalink)
    0
    It could be still some Internet Security product, only smarter than seen previously. It may kick in blocking screen captures if a web page is on top, and it may even looks and try to guess if this is a generic web page that will not contain any private data (such as e.g. Wikipedia page), or something with personal data (maybe online banking or even Facebook?) I'm just speculating, but you could try to find a pattern when the capture is blocked, to see what was on the screen.
     
    Again, one can usually enter settings of such Internet security program and tell it which screen captures programs are safe and should not be blocked.
     
    Greg
    StephenB
    User
    • Total Posts : 0
    • Scores: 0
    • Reward points: 0
    • Joined: 2018/05/05 09:23:44
    • Status: offline
    Re: Hypersnap 8.11.02 - New issue with black screen when capturing 2018/05/05 11:56:20 (permalink)
    0
    Admin
    It could be still some Internet Security product, only smarter than seen previously. <snip>  Again, one can usually enter settings of such Internet security program and tell it which screen captures programs are safe and should not be blocked.  Greg 

     
    Thanks, Greg, for your helpful suggestions in the earlier post and again this morning. You correctly pointed to the cause/cure. I use IBM Security Trusteer Rapport for online banking. It was blocking screen captures while banking and later visiting other sites. I couldn't kill the Rapport process (Access is denied); however, it could be close via the Rapport dashboard. Further, there are simple steps found here: <http://trusteer.force.com...-stopped-working/p> to permit all screen captures, including online banking, if that is what you want. Note: step 2 in the instructions is not necessary.
     
    Cheers, Stephen
    Admin
    Administrator
    • Total Posts : 275
    • Scores: 6
    • Reward points: 0
    • Joined: 2010/11/22 00:00:00
    • Location: USA
    • Status: offline
    Re: Hypersnap 8.11.02 - New issue with black screen when capturing 2018/05/13 14:08:06 (permalink)
    0
    Thank you for letting us know and posting the solution for possible future users!
    AdrianG001
    User
    • Total Posts : 0
    • Scores: 0
    • Reward points: 0
    • Joined: 2018/06/07 10:27:26
    • Status: offline
    Re: Hypersnap 8.11.02 - New issue with black screen when capturing 2018/06/08 09:49:50 (permalink)
    0
    Thank you Stephen for your much awaited answer it helped me too :)
     
    Adrian Gates
    Data Manager - Apps4Rent
    post edited by AdrianG001 - 2018/06/08 09:51:27
    Jump to:
    © 2018 APG vNext Commercial Version 5.1