Help
Help & troubleshooting
How the extension and the desktop app fit together, how to connect them, and what to try when a video won’t save.
The extension alone, or with the desktop app
The Chrome extension works on its own for simple video files. For everything else, it hands the download to the free SnagThis desktop app for Mac and Windows.
| Feature | Extension only | With the desktop app |
|---|---|---|
| Direct MP4 and WebM files | Yes | Yes |
| HLS and DASH streams | No | Yes |
| Separate audio tracks, subtitles and joining them | No | Yes |
| Links pasted or dropped in | No | Yes |
| Where files go | Chrome Downloads | Your SnagThis folder and the Saved library |
| Setup | None | Connect once |
Keep the desktop app open while it’s downloading. To send a direct file to the app instead of Chrome Downloads, right-click its row in the popup and choose Download with desktop.
Connect the desktop app
You only need to do this once, and only for downloads that use the desktop app.
- Open the SnagThis desktop app. If you don’t have it yet, download it for Mac or Windows.
- In Chrome, click SnagThis in the toolbar (it may be under the Extensions puzzle icon) and choose Connect.
- SnagThis comes forward with four digits. If Chrome shows the same four, choose Allow. The connection is saved on your computer.
SnagThis didn’t come forward, or you’re connecting another browser?
- In the popup, choose Use a code instead.
- In the desktop app, open Settings → Chrome extension → Show connection code.
- Paste the six-digit code into Chrome. It connects as soon as all six digits are in.
Codes expire after five minutes. Each browser gets its own key, and Disconnect in either app removes it. The extension and the app only talk to each other, on your computer.
Where your files go
- Saved with the extension alone: your usual Chrome Downloads folder, using Chrome’s download settings. They appear in Chrome Downloads, not in the desktop app’s Saved library.
- Saved with the desktop app: Downloads/SnagThis by default. You can pick another folder in the app’s settings.
Removing a video from the desktop list keeps its file. Moving the file to the Trash is a separate choice.
Troubleshooting
Find the message you see below.
No video found
- Press play on the video. SnagThis spots a video once it starts playing. Then open SnagThis again, or choose Check again.
- If SnagThis was installed or updated after the page opened, refresh the page, then open SnagThis again.
- Choose No video? in the popup for these tips at any time.
- If the popup says This video only plays inside its own player, the site delivers it in a way that only works in its own page, so it can’t be saved.
App not open
- Start the SnagThis desktop app and keep it open while it downloads.
- If you’re asked to connect, follow Connect the desktop app.
- Direct MP4 and WebM files still save with Chrome alone. They don’t need the app.
Link expired
Many sites give a video a link that only works for a while. Reopen the source page, play the video, and open SnagThis again. The download continues from where it stopped.
Download failed
- Read the message in the popup, or in Chrome Downloads for files saved with Chrome.
- For desktop downloads, open the row in the app for details.
- Check that you’re still signed in to the site and that the video still plays there, then try again.
Protected video
Some sites lock their videos with DRM (digital rights management), so they only play inside the site’s own player. SnagThis respects that: it never records, unlocks or saves protected video. This is intentional and there is no setting to change it.
Other videos on the same page that aren’t protected are still listed and can be saved.
SnagThis is for videos you own or have permission to save. Check the site’s terms and the creator’s licence. Live recording isn’t supported.
Reporting a bug
Open an issue on GitHub. Say what you clicked and what message you saw.
The desktop app can export a support bundle from Settings → Support. Web addresses, cookies, tokens and file paths are redacted, but look it over before sharing, and keep cookies, tokens and private video links out of public issues. Report security concerns privately through the security policy.
How SnagThis handles your data is explained in the privacy policy.