Contact ScreenFlow Support

Search our Knowledge Base

Tell us what you need help with...

  • Technical Help
    • Errors
      • When opening my ScreenFlow project, I get an error saying there was a missing or damaged data file. What can I do?

        This can be caused by moving your project file across a network, FTP or other third party storage solution (such as DropBox). We strongly recommend that you .zip your ScreenFlow project folders before you move them.

        To zip a file, right-click (or Control-click) on your project file, and select Compress. You can then move your file safely to its new location, and double-click it to unzip it.

        If you get an Error Opening File message, there may be a way to find your missing data by accessing it from the package contents.

        • Right-click (or Control-click) on your saved ScreenFlow project file
        • Select Show Package Contents
        • Select the Media folder
        • Search for any missing files
        • Drag the files onto your desktop
        • Try to open your ScreenFlow project file again, and when prompted to select the missing media, select your file from the desktop
    • When I use the Callout Action to highlight the Foreground Window, it does not focus on the Foreground Window - what can I do?

      This feature is dependent upon information presented by the application in use. If the application is presenting inaccurate information about the foreground window, this feature may not work.

      This feature will not work with virtual environments such as Parallels or Boot Camp which simulate a Windows environment. ScreenFlow will recognize the entire virtual environment as the foreground window.

      Known Affected Applications:

      • Chrome
      • Parallels
      • Boot Camp


      Try using Freehand Callouts to manually highlight your foreground window.

    • I tried recording a video in DVD Player/iTunes/QuickTime, but all I get is a white and gray checker pattern. What happened?

      With the introduction of OSX 10.7 Lion, Apple added security measures to prevent copying content from DVD Player, iTunes and QuickTime. The issue you are encountering is the intended behavior of DVD Player under OS X 10.7 and later. Since this function is designed into the operating system, we are unable to circumvent it.

      Workaround: We recommend using third-party software to play back your media for recording with ScreenFlow. Check out the VLC player.

    • Hinted tracks not supported

      The hinted video track feature is not supported in ScreenFlow. Unfortunately, we cannot remove this option from the UI because this feature is within QuickTime and cannot be modified.

      If you need a hinted video track, you will need to reprocess the video in another video encoder such as QuickTime or Episode.

  • Activation and Downloads
  • How to...
    • How do I designate a recording area?

      Although many screen capture programs function by designating a recording area, ScreenFlow does not. ScreenFlow captures the entire screen and all of its contents. This enables you to make use of the entire screen during the editing process in post-production.

      When using a program which designates a recording space, you may unexpectedly move outside of this space due to a menu option or pop-up. If your recording space is preset, there is no way to recover this lost information. With ScreenFlow's reliance on post-production editing, you can move outside your area of focus when necessary.

      If you are recording a small video area and you are concerned that a full screen recording will take up unnecessary disk space, ScreenFlow's adaptive recording method captures minimal information on parts of the screen where there is no action, so this has very little effect on file size.

    • How can I share my ScreenFlow projects?

      ScreenFlow features the option to publish your projects or parts of it directly to YouTube, Vimeo, Wistia, Facebook, DropBox or Google Drive.

  • Capabilities
    • ScreenFlow for Windows?

      We are considering developing ScreenFlow for Windows at a future date. If you have access to a Mac and wish to capture on Windows, we recommend that you try a Windows emulating environment such as Parallels or VMWare. ScreenFlow can record these environments from the underlying Macintosh operating system.

    • Does ScreenFlow work with Parallels or VMWare?

      Since ScreenFlow captures everything on your monitor, both Parallels and VMware are supported (including Computer Audio output). However, ScreenFlow cannot use the Callout features as these are dependent upon unique information provided by Mac OS X.

      Telestream has run ScreenFlow with Parallels in all modes (Coherence, Window, and Full Screen) without issue. In fact, using Parallels / VMware, some users have reported ScreenFlow to produce smoother output while using less CPU than native Windows screen capture applications.

    • Does ScreenFlow support audio interface or mixing devices?

      ScreenFlow does not support audio interface or mixing devices. However, many of these devices will work with ScreenFlow if the audio is routed properly. The two most common settings issues can be resolved by setting your device to 44.1 kHz and Channel 1. If you are having trouble with your mixer, we recommend posting your issue on our forum .

    • What media formats can I import into ScreenFlow?

      ScreenFlow supports video and audio file formats and codecs that QuickTime Player can play back in Mac OS X 10.10 or higher.

      The current list can be found on Apple's site:

    • Can I use ScreenFlow to record the output of a projector?

      Yes, it is possible to set up a projector output as you would a dual monitor. However, we have received some reports of crashing or artifacting when attempting to record a projector in a 'dual monitor' setup. If this happens, try changing your projector resolution to one of the following displays: 1280 x 800, 1600 x 1024,1344 x 1008 or 1280 x 1024.

    • Does ScreenFlow support with an Alpha Channel (transparency)?

      In ScreenFlow 4 we offer the option to export using the preset "Lossless- ProRes with Alpha." This encodes a lossless QuickTime file in ProRes 4444, including a clear alpha channel and stereo channel, suitable for usage in applications such as Motion and After Effects. Please note: This feature will only work in OS X 10.7 and above due to limitations in QuickTime.

  • Order Help
    • Mac App Store
      • What are the differences between buying on your website versus on the Mac App Store?

        Features: There are a few features that we are unable to make available in the Mac App Store version of ScreenFlow due to Apple's Sandboxing restrictions.

        Pricing of Upgrades: Currently, paid upgrades are not possible on the Mac App Store, so we cannot provide the same upgrade pricing to Mac App Store customers that we provide to those who purchase on the Telestream web store. The upgrade price to ScreenFlow 5 for customers is $34. Mac App Store customers have the option of transferring their license to a Telestream license to get that upgrade pricing, or paying full price for ScreenFlow 5 on the Mac App Store.

        Pricing: On our website, the price of ScreenFlow is USD $99. Our web store has a process that converts that USD price to local currencies daily. On the Mac App Store, we choose "Pricing Tier" 60 for our application, which is $99.99 USD. The App Store then converts that to local currency also.

        Releases: If you buy from our website, you will often get software updates sooner. We have more control of releases on our website. When we have a new release/software update, we will generally upload it to our website immediately, and also upload it to the Mac App Store. However, the App store has an approval process that is out of our control. We have found that it takes anywhere from a few days to a few weeks for our app to be approved once uploaded.

        Software bundles: We have more flexibility on our website, and may sometimes offer bundles for a discount. The app store does not give us the flexibility of doing that.

        Licenses: Licenses purchased on our site allow for 1 activation. Those bought on the Mac App Store allow you to use the software on any Mac you use.

        Downloads: Previous versions of the software will not be available once a new version is posted. On the Telestream version you can download a previous version by logging into your Telestream account.

        Update notifications: One of the advantages of using the App Store for many people is the ability to consolidate all app purchases into one location, which makes it easy to see when updates are updates. If you purchase from our website, your ScreenFlow application will alert you when there is an update when you open your app.

      • I purchased ScreenFlow from your website. Can I convert my license to the Mac App Store version?

        Unfortunately, the Telestream license is not transferrable to the Mac App Store. However, as a customer, you get to take advantage of upgrade pricing for ScreenFlow 5 and future versions.

    • What is your refund policy?

      At Telestream, we strive for your complete satisfaction. If you are not completely satisfied with any Desktop Application you purchased from our online store, we are happy to offer a 100% refund within 30 days of purchase. Please fill out our Refund Request form.

    • How can I get a copy of my receipt/invoice or lookup my order?

      To look up your order history, the status of your order, and transaction details, please see the following ecommerce partners depending on your date of purchase.

      If you purchased through a reseller, you will need to contact the reseller to recover your license.

Still Need Help?

Search our Knowledge Base
Submit a Support Inquiry