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Cannot Reopen ScreenFlow Files: "Cannot find document properties" Error

I have been recording ScreenFlow documents for the past few days and I just noticed that I cannot access the files anymore. This affects any file saved with to  version 8.2. When I try to open the file I get the error: The document "name" could not be opened. Cannot find document properties."

I've lost 7 recordings now. Any file I saved using version 8.1 opens up fine in 8.2. But anything saved in 8.2 can't be opened again. I just get this message.

Hoping there is a fix as I've lost a lot of work otherwise.

Mac Pro late 2013, Mojave 10.14, 32GB. These are just screen recordings + mic, no camera. I recorded, changed the document screen size, set some Video and Screen Recording attributes, saved, closed.

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  • More data. It sees that changing the Document size is what is causing this. If I just record and save. Close. Open. It works fine.

    If I record, choose File, Document Settings, change from 2560x1600 to 1920x1080. Then save. Close. Open, then I get "The document "name" could not be opened. Cannot find document properties."

    I'm doing this because my screen is 2560x1600, but I am only using the top left 1920x1080 portion of the screen in the tutorials I am making.

    I also tested by creating a new document, saving, closing, opening (works fine), then choosing File, Document Settings, changing nothing at all, pressing the Update button, saving, closing. Open and I get the error.

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  • Another update. Seems I am able to rescue the recordings by using Show Package Contents on these files, double-clicking on the .scc files. This opens these up individually without any of my settings changes. So I am copying and pasting them into new documents (preset to 1920x1080 to avoid the same problem). So I am slowly recreating my lost files.

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  • Having same issue, originally thought it was related to an app crash and upgrading to 8.2 then working on a file started on 8.1 but with a fresh file and recovering all my source files (not even adding things to the timeline!) the new 8.2 saved file is now DOA as well. I'm about to start again with a downgrade to 8.0 and see if it dies there as well. Unfortunately if this doesn't solve the issue, I will have to look elsewhere, which will be a pity because I've put a lot of time into using this program.

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  • 8.2 is a disaster with mac 10.4.   All the problems above and the spinner ball from hell.  What is strange - my other Mac Air has 8.1 and that is acting funky now also.  Pls fix this guys.  I didn't lose anything - but can't more forward with my projects

    Like 1
    • Jason R
    • TNE
    • 3 yrs ago
    • Reported - view

    Following. Just had similar issue after 4 hours of work. Upgraded to 8.2 this morning before I started. Hoping Telestream chimes in here quickly for a fix from their end. 

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  • Hi, same problem here. Lost hours of work. Anyone who has a solution?

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  • Glad I'm not the only one experiencing this problem. 

    Thanks to 

    I can now recover the original recording (right click on file, Show Package Contents, open Media, double-click scc file) but, of course, all my editing and additions are no longer there.

    At least I can start from scratch but what a pain. Going to harry support!

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  • The 'FIX' that I have discovered is to create a new blank document that is the dimensions that you require. Then copy over bits from original recording. Luckily I have a workflow whereby I always leave original recordings untouched and only work on copies any way but have only 'lost' working files, still having original file to get recording from. I guess if you only have corrupted file then you can use the tip from Gary.

     

    Cheers, Geoff

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  • Geoff Cross thanks, I'll do that, clever work-around.

    I agree with Gary that you can save and reopen a file where the document settings are unaltered. It is only after changing the document settings that the file becomes unreadable.

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  • Interesting. My lost session(s) didn't involve resizing the document properties at any point, but maybe *opening* the panel to verify the settings were as I had selected at document creation. I've had a replacement 8.2 file corrupt itself just after loading in the media files and saving. Since my downgrade to 8.0 I'll be giving this 8.2 upgrade a wide berth, that's for sure and certain.

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 3 yrs ago
    • Reported - view

    Everyone please fill out the form and report this immediate. Point to this thread as well to show multiple users are experiencing this. 
    Please include OS (10.14, 10.14.1, etc) and the screen size that was initially recording and the changes you made that you believe caused the problem.

    ScreenFlow Support Form

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  • Having the same problem. Two days of work. One hour video, happened yesterday. Created new document, backed up few times. Always save, then export ... now can't open document. Please FIX IT! Need to open my document. This is really bad. 

    I know, how to get my original files, but that does not help much. Have to edit everything again.

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 3 yrs ago
    • Reported - view

    Matt Vantuch Use above support form and report the details. Working on finding the correlate to the cause.

    Like 1
  • I contacted support and have had a reply which states that the support team are working to get a stable fix in place as soon as possible. This will be released as soon as they have done all the bug checks.

    According to the statement, this will allow us to open the files we edited and saved.

    The ScreenFlow team believes they have found the cause of the issue with the document settings and have created a fix for it. They are going to test and release an update as soon as possible. 

    Like 2
  • Peter Comeau Does anyone have an idea of how long this should take? I'd guess if they already created the fix it shouldn't take too long for them to push the update.

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 3 yrs ago
    • Reported - view

    Daniel Vischjager We're working as fast as we can but like any change in code we not only have to confirm it works, we have to confirm it doesn't result in some other issue. For that reason we don't give dates because we have to anticipate the potential for finding something else in the process. It will be a quickly and safely as possible.

    Like 2
    • Vytas
    • Vytas
    • 3 yrs ago
    • Reported - view

    Finished editing a video early this morning (after days of work). Woke up this morning to make a couple of tweaks and got this message in ScreenFlow 8.2 running on macOS 10.14.1 – need to release this video today. Can I alpha/beta test the fix you mention above?

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 3 yrs ago
    • Reported - view

    Vytas Fill out the previously posted form and offer to test the solution. We're working as quickly as possible to resolve this.

    Like
  • Just got hit with this as well. Pretty much lost all of the work. Without all of the edits done, recovering of the .SCC files doesn't do a whole lot. Called support and was basically told to wait. Had a large amount of work done which was due tomorrow early morning. Disappointing.

    Like 1
    • Paul
    • Paul.1
    • 3 yrs ago
    • Reported - view

    Same issue. Reported using support form. Lost 8 hours of work. Very disappointing - hoping for a quick fix. On a Mac, version 8.2.

    Like 1
  • Yep, trying to help university student with same problem and assignment deadline tomorrow. This needs fixing, and fast.

    Like 1
    • Carl B
    • Carl_B
    • 3 yrs ago
    • Reported - view

    same issue here also, i cannot open the last 2 days shoots! OMG

    Like
    • Carl B
    • Carl_B
    • 3 yrs ago
    • Reported - view

     is there anyway we can access the files and not lose everything?

    Like
  • CraigS , as a friendly suggestion, you guys need to send an email to all the users to let them know about this bug. Posting here in the forums is not enough because is a post-mortem information the users will find only after the damage has been done and they are looking for answers.

    An email acknowledging the issue and warning the users to avoid triggering it is way more helpful for all those users that are unaware of it.

     

    If you want to maintain your user's base, avoid more people losing hours of work, deadlines, and trouble notifying them beforehand.

    Like 3
  • Daniel Ocando Agreed, it's too big of an issue and too widespread to not actively address it with customers. It would have saved me about a week's worth of work had they sent an email out.

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