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Screenflow Crashing - Media Library

I've had two crashes when trying to download an image from the media library.  Both reports sent in to Support with the crash report.

Now when I'm trying to save my document under a new name, I get this message (above).

Anyone else having problems under Big Sur?

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 1 yr ago
    • Reported - view
    JOHN HOWARD said:
    Both reports sent in to Support with the crash report.

    Did you request a case number?
    Without the case number, there's no follow-up.


    The crash itself often isn't enough because it doesn't include the steps to reproduce the issue. It's like seeing the results of a car accident but you still don't know who ran the light or way, making it difficult to know what steps need to be fixed. 

    A crash on download might be a drive permissions issue for example since the error message shows the file or directory doesn't exist.

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  • The report to Telestream appears to be an automatic dialogue, with the log, and an area to state what was happening when the crash occurred (which I completed).  At least I think it was a ScreenFlow crash dialogue... can't be sure now it wasn't an Apple crash report... and I didn't get a screen capture to refer to!

    The file/directory not existing was a seemingly separate issue, when I simply tried to save the current document in the directory where it already resided.  I started SF again this morning and opened the latest copy of the document, and tried to save it under a new name in the same folder (simply changing the "v4" to "v5"), and got the same message.  I suspect now that this is related to the failure of the media download, in that it has imbedded a reference to the media item in the document, but did not actually save it.

    The problem now is that I have a problem reported through the SF (?) crash dialogue, but nothing to use as a specific reference, so as to link this problem to it.  I guess I will have report the whole train again, and make mention of the crash report so they know to look for it.

    My problem now is that my file seems to be corrupted.  I can't find anything in this document which seems to be the "fly" image I tried to download, so there's nothing I can delete there.  And yes, that jpg is not in the specified folder.  I wonder if I create a jpg and save it under that name it would work?

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    • JOHN HOWARD I think I've corrected the error.  I went into the Support dialogue, and it asks for a categorization, and there was one for a "runtime error".  The steps were related to a slightly different issue, but one of the steps suggested was copying the content of the current document, creating a new document, and pasting in the content.  I did this, and the new document saves ok. I guess on the paste it somehow resolves references?

      I will still send as report to Support, just so they know what has happened, and to clarify whether or not they got the original crash support. 

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 yr ago
      • Reported - view

      JOHN HOWARD If you hold down the Shift key and then access the Help Menue there's a Gather Support Diagnostics option which gives us what we need.
      You can fill out the Provide ScreenFlow Feedback form and include the workflow while mentioning you'd like to send in the Support Diagnostics. When we email you the Case Number you can email back with the Diagnostics file attached. This will give us the opportunity to follow up with questions about your workflow. 

       

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  • That's good to know, but I wonder why hide that option and require a key to display it?

    I checked the User Guide and found the Troubleshooting section, so I know what to do now if I have a similar problem ( I now have a ticket number for my problem).

    But while looking at the search result for "Diagnostics" in the HTML Online Help, I also got this item, which would appear to be way out of date?  It's also on page 244 of the PDF User Guide:

    How do you designate a display recording area?

    Although many screen capture programs function by designating a specific recording area, ScreenFlow does not. ScreenFlow captures the entire display. This enables you to make use of the entire display during editing 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.

    I understand the issue they are talking about, as I have had popups that go beyond the recording area, but 

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 1 yr ago
    • Reported - view
    JOHN HOWARD said:
    That's good to know, but I wonder why hide that option and require a key to display it?

     That's something that's come up as our other "desktop" product makes that feature more obvious.

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 1 yr ago
    • Reported - view
    JOHN HOWARD said:
    But while looking at the search result for "Diagnostics" in the HTML Online Help, I also got this item, which would appear to be way out of date?  It's also on page 244 of the PDF User Guide:

     That's odd. We need to fix that. ScreenFlow has allowed region recording for some years. Although it's true things may be outside the region and aren't recorded whereas full screen always allows you to edit after the fact to make sure it's all there.

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