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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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  • CraigS I got this advise fro your coleauge at support and it has worked nas far as i can tell for now:

    "It is possible that ScreenFlow is getting stuck while attempting to collect the program crashes, potential fix would be to delete all of the 'ScreenFlow' crash logs within the DiagnosticReports folder.

    Open Finder, select the "GO" menu top of screen, Hold "Option" key with menu open, and select the "Library" that appears.

    Now navigate to Library > Logs > Diagnostic Reports

    Delete all ScreenFlow Logs

    Restart your machine and open ScreenFlow to see if the issue persists."

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

    Mike Hohnen Interesting that crash logs would be a cause. After all, diagnostics should be a solution.

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  • Hi. I seem to be having the issues that were reported 8 months ago. Using the latest Mac OS, Screenflow is 8.2.3. Basically, when trying to open a previous version of a Screenflow file (7), it's not pulling all the files in. I can open the file directly, but there are parts missing. The intro file is there, but it's not playing. But the audio track that should be there is not. When I right-click and select show contents...I can try and find the file there, but this shouldn't be happening.

    Am I missing something? What can I do to fix this? Hope my description above gives you enough info - let me know what else you need!

    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 3 yrs ago
    • Reported - view
    Jacob Hidas said:
    latest Mac OS,

     Yes this issue was solved. Please include a specific version number. This was solved in Apple's latest OS update 10.14.5.

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  • Hi,

     

    Using: Mojave 10.14.5 - so what's the next step?

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

    Jacob Hidas Are these files screen captures or imported files? I see a combination in your file list so it's not clear which files are having issues. 

    Since you're on 10.14.5 this probably isn't the same issue despite the symptoms. Common symptoms can have multiple causes.

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  • CraigS thanks for following up - Some of the files are missing imported wav and mov files - some of them just don’t have them anymore in the content package

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 3 yrs ago
    • Reported - view
    Jacob Hidas said:
    some of them just don’t have them anymore in the content package

    This may indicate an issue occurred when saving the files.

    Files appear blank or missing for the following reasons:
    Not saved in the document.
    Incompatible codec.
    Corrupted.

    At any point did you use DropBox or a cloud service such as iCloud backup or any similar remote sync or backup service?

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  • Hi, 

    Nope not at all.

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

    Jacob Hidas Files in the Global Library also aren't saved with the document. If they are moved (or you move to a new computer) they'd also be missing.

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  • Hi CraigS - I only started using the Global Library for a recent project, so it's not because of that.

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

    Jacob Hidas If you put the project in a folder and zip the folder and post it (DropBox, Google Drive or equivalent) I can have a look at it.

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  • Morning CraigS  - thanks, I appreciate that! You can access the project at this GD here.

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

    Jacob Hidas Thanks. Was that saved after opening in 8.2.3? If so do you have the original version? I want to see if 8.2.3 is corrupting the file.

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    • CraigSModerator
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    • CraigS
    • 3 yrs ago
    • Reported - view

    Jacob Hidas The issue is just with the Prezi shots in my testing. They are supposedly Apple ProRes but when I try to replace a shot with the same shot it shows Unsupported Media. 

    How were those shots created? Were they converted from another format and with what program?

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