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Need help with ScreenFlow?

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General Information

When upgrading or updating to a newer version of ScreenFlow it is possible that a new version of the Telestream Audio Driver will be included in the new version. The Telestream Audio Driver does not get upgraded automatically when installing the new version of ScreenFlow, but instead is upgraded when the Record Computer Audio is used for the first time after the update of the software.

Issues

In some instances after the Upgrade of the driver is complete, the same message displays again when enabling the Computer Audio recording.

Restarting your Mac after Upgrading the Telestream Audio Driver will usually resolve issues with the Upgrade process.

If restarting does not resolve this issue, and the Upgrade message continues to appear even after the installation seems to have completed correctly please follow the next steps to remove the updated copy of ScreenFlow and the Telestream Audio Driver.

  1. Quit ScreenFlow
  2. Delete ScreenFlow from the Applications by dragging the ScreenFlow icon to the Trash Bin on the Dock
  3. Manually delete the Telestream Audio driver files from:
    • Macintosh HD/Library/Extensions/TelestreamAudio.kext
    • Macintosh HD/System/Library/Extensions/TelestreamAudio.kext
  4. Open Disk Utility from Macintosh HD/Applications/Utilities and Repair Disk Permissions on Drive where the Driver is being installed (usually Macintosh HD).
  5. Restart your Mac
  6. Download the ScreenFlow installer
    • Mac App Store customers: please visit the Mac App Store Purchase tab to install ScreenFlow.
  7. Open the .DMG file, and Install to your Applications folder
  8. Open ScreenFlow and put a check box next to Computer Audio and Install the Audio driver

Using these steps will install ScreenFlow and the included audio driver.

Some older Macs will use a 32-bit Kernel which is not compatible with the latest copy of the Telestream Audio Driver.
Check this Apple article to find out if your Mac Supports a 64-bit Kernel: HT3770
Check this Apple Article to find out how to Switch to a 64-bit Kernel if your Mac supports it: HT3773

Question:

Imported video that are added to the canvas may show up as blank or black frames on canvas with audio playing but no video showing.

Answer:

  1. Quit ScreenFlow and ScreenFlow Recorder.
    • To quit ScreenFlow make sure it is the application in-front, then on the top left click ScreenFlow>Quit ScreenFlow
    • To quit ScreenFlow Recorder click on the ScreenFlow icon on the top Menu bar and choose Quit ScreenFlow
  2. Open Macintosh HD > Library > QuickTime
  3. Create a folder on your Desktop and call it QuickTime Backup
  4. Move the files that are inside the QuickTime folder to QuickTime Back on your Desktop.
  5. Restart your Mac.

Now open the same Project and see if the videos that were showing as Blank or Black frame play just fine. If they do, this means this was a conflict with one of the QuickTime files we moved.

To see which one it was, move them back 3 or 2 at a time and open ScreenFlow after each batch to see if the issue comes back.

Question:

When I launch ScreenFlow, the application immediately crashes or hangs and I cannot use it at all. This is a recent problem and hasn't happened before.

Answer:

ScreenFlow will try to recover the session that was active at the time it closed unexpectedly. ScreenFlow creates a temporary version of your document which then will be saved when you explicitly save your document. It can take some time for ScreenFlow to recover that temporary file.

Sometimes if the ScreenFlow document is stored on an external drive, network or cloud it can take a few minutes to open. I would recommend keeping the ScreenFlow document you are actively working on on your local drive and then moving it to external storage once you are finished with it. Even better, I would compress / ZIP the file before moving it.

Check to see if there is a ScreenFlow process running in the Apple Activity Monitor and if that process is responding or not.

If you are able to launch ScreenFlow even after restarting your computer, you can try the following:

  1. Force quit ScreenFlow. Make sure the ScreenFlow Helper is not showing up in the Apple menu bar.
  2. Reset the ScreenFlow preferences.
  3. Open Terminal and copy and paste these commands one at a time, pressing Enter after each one. To open "Terminal" (Finder -> Applications -> Utilities -> Terminal).
    • defaults delete net.telestream.screenflow7
    • defaults delete net.telestream.screenflow8
    • defaults delete net.telestream.screenflow9
  4. Delete the ScreenFlow Cache:
    1. Open a new Finder window.
    2. Select the "GO" menu top of screen, Hold "Option" key with menu open, and select the "Library" that appears.
    3. In the Library folder open Caches folder.
    4. Delete ALL folders that start with “net.telestream.screenflow(7/8/9)”
    5. Empty trash.
  5. Delete "WSG---.net.telestream.screenflowhelper.plist" from the "~/library/preferences" folder. To find the folder, type in the following into the Apple Spotlight search. ~/library/preferences
  6. Delete all of the 'ScreenFlow' crash logs within the DiagnosticReports folder. To find the folder, type in the following into the Apple Spotlight search. ~/Library/Logs/DiagnosticReports
  7. Delete any old versions of ScreenFlow (not necessary but it helps).
  8. Restart your computer
  9. Launch ScreenFlow.

Please contact technical support for details if the issue persists.

Question:

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

Answer:

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.

  1. Right-click (or Control-click) on your saved ScreenFlow project file
  2. Select Show Package Contents
  3. Select the Media folder
  4. Search for any missing files
  5. Drag the files onto your desktop
  6. Try to open your ScreenFlow project file again, and when prompted to select the missing media, select your file from the desktop

Error:

When trying to save I get an error " Please try undoing your recent actions and then contact technical support with this message. "Duration cannot be less than or equal to zero."

Solution:

Please try the following.

  1. File Menu > New
  2. Select the "New Document " tab, set your resolution (1920x1080 for example) and select the "Document" button in that window.
  3. Go to the problematic project (you should now have two documents open), and use the "COMMAND-A" to select all clips in the timeline, and "COMMAND-C" shortcut to copy all clips.
  4. Go back to the "New Document" should be blank and paste the clips to this timeline "COMMAND-V"
  5. Once all copying is complete, try to save the new document.

If your scratch disk has not been set to a location other than "start up volume", the application will use this default scratch location.

Open ScreenFlow, hold the SHIFT button and click Help > Open Temp Folder in Finder. Here look through the folders to find an .scc file. For more information, click here.

Error:

The document "[document_name].screenflow" could not be saved. ScreenFlow encountered an internal validation error preventing it from saving the document. Please try undoing your recent actions and then contact technical support with this message.

Troubleshooting:

Unfortunately, based on the error message you are receiving your ScreenFlow document has gotten into a strange state. Try the following:

  1. Undoing until you are able to save.
  2. Check and make sure all of your clips / nested clips are set to 100% speed. Double click on a clip to view the "Clip Inspector" or right+click / control+click and select "Show Clip Inspector". Make sure the Speed to set to 100% in all your clips.
  3. Remove / un-nest any nested clips.
  4. Select all the clips in the ScreenFlow timeline ("Edit->Select All"), copy them ("Edit->Copy") and then create a new empty ScreenFlow document. Paste the copied clips into the timeline of the new ScreenFlow document.
  5. Check to see if you have any single frame clips in the timeline and delete them.

Issue Summary

When starting a recording with ScreenFlow, a Runtime Error comes up.

Troubleshooting

ScreenFlow v4-7 customers, please upgrade to the latest version of ScreenFlow as your Mac OS may not be supported.

If you get this error on v8 and higher, usually this error is caused by multiple copies of ScreenFlow or ScreenFlow helper installed on your system.

  1. Open the Applications folder and Delete all copies of ScreenFlow installed.
  2. Copy and paste timeline project on to a NEW document:
    1. File Menu > New
    2. Select the "New Document " tab, set your resolution (1920x1080 for example) and select the "Document" button in that window.
    3. Go to the problematic project (you should now have two documents open), and use the "COMMAND-A" to select all clips in the timeline, and "COMMAND-C" shortcut to copy all clips.
    4. Go back to the "New Document" should be blank and paste the clips to this timeline "COMMAND-V"
    5. Once all copying is complete, try to save the new document.
      *Please be aware the Google Drive, Dropbox, iCloud drives, can corrupt in progress ScreenFlow documents, by removing the "Package Structure" that is a ,screenflow file. I would advise "zipping/compressing" your projects prior to saving in Google Drive.

Restart your Mac.

Open ScreenFlow from your Applications folder and try recording.

Please try the following:

  1. Open ScreenFlow.
  2. Open Zoom's "Preferences"
  3. Select the "Audio" tab in Zoom.
  4. Select the drop down menu for "Speakers" and set to "Telestream Audio Capture"
  5. In the ScreenFlow New Recording Tab, make sure to select "Record Audio From (Your microphone), and "Record Computer Audio" (your caller's voice).
  6. Now select "record" in ScreenFlow and this should resolve your issue.

*Please be aware that you will need to follow the steps above every time you start a recording.

To capture computer audio, ScreenFlow must install the Telestream Audio driver. If you attempt to record computer audio without the driver installed, you will be prompted to install the Computer Audio Driver. When you see the message below, click OK to begin the installation process. If you experience an issue installing the audio driver, click here.

ScreenFlow New Audio Driver, click here.

MacApp Store customers, click here for installation instructions.

When reviewing a record of a USB microphone and iSight/FaceTime HD camera the playback seems to be out of sync.

See if using the Built in Mic on your Mac with iSight/FaceTime HD camera produces the same issue.

If this combination works as expected, and no audio/video sync is present you may be looking at UBS latency issues.

Try the following steps to resolve this issue:

  • Restart your Mac and try recording again
  • Connect your USB device directly to your Mac, make sure to use not extension USB cables or hubs
  • Use a different USB port on your Mac
  • Connect only the USB device ScreenFlow needs to record, and disconnect any other USB device that is connected to your Mac

Use our new "License Reset Tool" where you have 24/7 access to reset your own license key.

You have 24/7 access to reset your own license key, see below for instructions.

  • Please go to our "License Reset" page
  • Fill out the license key field and the Email address or Order Id.
  • Once submitted, your serial number will automatically be reset.

Our software End User Licensing Agreement (EULA) states that you may only have your license activated on one (1) computer at a time.

To activate your single license on a second computer you must first deactivate the license on the original machine and install and activate the license on your second system. How to deactivate and activate your license.

Once a new version of ScreenFlow is released on the Mac App Store, the older versions are removed from the store and are no longer available for download. This is one of the limitations from purchasing on the Mac App store.

You can upgrade and download the latest version for only $39 dollars by transferring your Mac App Store license to a Telestream Store license. Click here to transfer your ScreenFlow license.

You can download here or by hovering your mouse over the “Support” tab at the top of the page and selecting the "Download" link. This will take you to the Customer Login page. The login is not associated with your purchase. Please create an account by clicking "Create an Account “ and entering the requested information. Note: your email address will be your username.

Once you have created an account and logged in, you will be able to download the latest version from the link on the right side of the page. Previous versions are available on the left side.

You can also watch the   Desktop Applications Tutorial: Download Current and Previous Versions of Software.

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.

Please contact our ecommerce partner, FastSpring, for an order lookup or via email: orders@Fastspring.com

Please contact our ecommerce partner, Avangate, for an order lookup or via email: support@avangate.com

Please contact our ecommerce partner, eSellerate, via email: support@esellerate.net

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

Our software End User Licensing Agreement (EULA) states that you can run your desktop product on one (1) computer at a time. If you have purchased multiple quantities of the product, you are authorized to install the software on that number of computers.

To activate your single license on a second computer you must first deactivate the license on the original machine and install and activate the license on your second system. How to deactivate and activate your license.

You have 24/7 access to reset your own license key, please visit to our new "License Reset" page.

The Chroma Key filter creates transparency in the selected clip, using a unique color. In effect, this creates a keyhole in the clip, by converting all pixels in each frame that are similar to the chroma color, so that they are transparent. This permits the pixels in the same location in the clip (in layers below) or background behind to display through. This is the effect used to depict the classic weatherman standing in front of a weather map. The weatherman actually stands in front of a green (or blue) screen, and his image is then chroma-keyed onto the weather map to complete the illusion.

For more information, click here.

You can use ScreenFlow's caption editor to add, edit, and publish ADA-compliant soft subtitles as caption tracks to a project. Closed captions are not included by default when you create a new project—you need to enable them if you need them.

You can include captions in the screencast when you export the project as an MPEG-4 movie (suitable for playback in iPhone & iPad, for example) and when you publish YouTube videos. Caption tracks can be created in multiple languages. You can also export captions as an SRT subtitle file. For more information, click here.

NOTE: To view closed captions in a movie player, you must enable closed caption viewing. Enabling closed caption viewing in players is beyond the scope of this guide.

ScreenFlow Batch Export exports a large number of saved ScreenFlow documents, using a single encoding preset. This eliminates the manual process of opening one document after the other and exporting each one.

To use the Batch Export feature select File > Batch Export. For more information, click here.

To use this feature select all sources (including Record Desktop from) that you would like to record along with the partial screen first, next set any recording options like Loop recording or setting a timer on the recording, then press the Partial Screen recording button. This will open up the brand new Partial Screen Recording UI. From here you can click and drag the edge of the partial screen selection with your mouse or use the Presets button to choose from a few predefined resolution presets or enter a specific resolution you need to be recording at. Once everything is setup, press the large red button to start the recording.

There is a video demonstration how to do this.

If you have a YouTube account, ScreenFlow enables you to publish your screencasts directly to YouTube.

  1. Select File > Publish to YouTube to access the YouTube login window.
  2. Enter your YouTube Name and Password to access your account. Select the check box to retain your login information for future uploads.
  3. Click the Sign In button. When you have successfully signed in, ScreenFlow displays a dialog for you to entre details about your screencast.

NOTE: All fields must be completed to activate the Publish button.

For more information, click here.

If you experience a failed upload, click here for more info.

You have the option to purchase ScreenFlow on the Mac App Store at full price, or to obtain upgrade pricing you may transfer your license to the Telestream version by following the steps below:

Transfer your Mac App Store license to a Telestream Store license:

To take advantage of our Telestream upgrade pricing, please visit our new Upgrade Tool.

If your email is not recognized, you will asked to upload a copy of your receipt.

  • Please go to the "App Store"
  • Select the "Purchased" tab and take a screenshot of your ScreenFlow purchase.
  • Upload a screen shot of your receipt

Upon submitting, Telestream Sales will review, and send you your upgrade link via the email you enter during proof of purchase submission.

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 the latest verison of ScreenFlow is $39. 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 on the Mac App Store.

Pricing: On our website, the price of ScreenFlow is USD $129. 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 $129.99 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.

Unfortunately, the Telestream license is not transferrable to the Mac App Store. However, as a Telestream.net customer, you get to take advantage of upgrade pricing for ScreenFlow. For more information on upgrades, click here.

At Telestream, we strive for your complete satisfaction. If you are not completely satisfied with any Desktop Software 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.

*Does not include Wirecast Gear, Wirecast S or Stock Media Library.

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.

Please contact our ecommerce partner, FastSpring, for an order lookup or via email: orders@Fastspring.com

Please contact our ecommerce partner, Avangate, for an order lookup or via email: support@avangate.com

Please contact our ecommerce partner, eSellerate, via email: support@esellerate.net

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