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ScreenFlow 7 crashing ALOT while editing video...

Screen recorded a 35 minute video, going in to trim and edit parts and it crashes on me every few minutes.  I have uploaded the crash report (I'm guessing it goes to Telestream).  Anyone else experiencing this and if so, any fixes?  I don't recall ScreenFlow 6 ever crashing, and now version 7 has crashed 5 times in 30 minutes.

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  • System Information: 

    Mac V 10.12.6

    Mac Mini Late 2012, 2.6 GHz i7

    16GB Ram, intel HD 4000 1536MB....

    I replicated the issue on a second Mac as well, Late 2015 MacBook Pro, up to date, 16GB Ram, 2.7 i5, 8Gb RAM.

    This leads me to believe its definitely software related, unless it's just coincidental that I get it to crash on both of my macs.

    Thanks.

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

    Brandon Craft If you're not sure the crash report goes to us, it's possible it's the one that's collected and goes to Apple. Please fill out the form below and note that you have a crash report you'd like to send in and we'll send you instructions. We may also want a copy of the ScreenFlow Document so we can test on our systems. Include any external monitors as well and whether you were doing a full or partial screen capture and if it was crashing at a specific point or using a specific feature.

    ScreenFlow Support Form

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  • CraigS I'll purchase the Premium Support, but is it $29 or $39.  Before I go to cart, the website says $29, but in my cart it shows $39.  Just wondering.

    Thanks!

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

    Brandon Craft It's $39. Can you show me where it says $29 on the website? We may need to clear that up.

     

     

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  • CraigS That is where I saw $29 yesterday.  Looks good now.  Paid for the support.... hoping to resolve this issue soon.  Thanks CraigS.

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

    Brandon Craft Premium can expedite resolving this for sure.

    Like 1
    • rasheed
    • rasheed
    • 5 yrs ago
    • Reported - view

    Having the same problem. Purchased Version 7 on an Imac two months ago and haven't been able to edit once without repeated crashes every couple of minutes. Moved 7.1 to a macbook pro and the same thing happens. Waiting for reply from support, but for now it's unacceptable.

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  • rasheed the updates appear to have resolved my crashing issues. I'm running screenflow 7.1.1

    Like 1
    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 5 yrs ago
    • Reported - view

    rasheed Please do stay current. Please do leave check for updates in ScreenFlow preferences it will check when you launch ScreenFlow and inform you of updates which include fixes. Check to see if 7.1.1 fixes your issue. 

    Brandon Craft thanks for confirming.

    Like 1
    • rasheed
    • rasheed
    • 5 yrs ago
    • Reported - view
    CraigS said:
    rasheed Please do stay current.

     Not sure what you mean by that. This is a problem I'm currently having and Brandon Craft asked if anyone was experiencing this.

    The version I'm running is 7.1.1 (I just installed it 24 hours ago). 

    As I said, I have requested support via the website, and included the crash report, so will wait for their response.

    Like 1
    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 5 yrs ago
    • Reported - view

    rasheed 
    You may want to clean up any old cache or preference files.

    Delete ScreenFlow Cache:
    1) Make sure ScreenFlow is not open. (save any work in progress)
    2) Open a new Finder window.
    3) Select the "GO" menu top of screen, Hold "Option" key with menu open, and select the "Library" that appears.
    4) In the Library folder open Caches folder.
    5) Delete ALL folders that start with “net.telestream.screenflow(4/5/6)”
    6) Empty trash.

    Part 2:

    Reset ScreenFlow Preferences:
    1) Make sure ScreenFlow is not open.
    2) Open Terminal and copy and paste this command and press Enter:To open "Terminal" (Finder > Applications > Utilities > Terminal).
    defaults delete net.telestream.screenflow7

    Like 1
    • rasheed
    • rasheed
    • 5 yrs ago
    • Reported - view

    Ok, so I've spent about 2 hours editing, clicking save after every single small action (split, cut, scroll, zoom, etc). Then I saved the project and closed Screenflow.

    Next I followed your instructions above but there were no “net.telestream.screenflow(4/5/6)” folders in Cache. I didn't have a previous version of Screenflow.

    Then I opened Screenflow but, strangely got the familiar system message asking If I want to send a crash report because SF had crashed the last time it was open (it didn't), as well as a SF message asking if I want to "recover" or open the last saved work. I chose "recover" and now the original single clip is there but I've lost all that editing. 

    Like
    • rasheed
    • rasheed
    • 5 yrs ago
    • Reported - view

    CraigS It's ok, I'll re-edit and report if the crashing is still a problem.

    Like
  • CraigS  rasheed  I jinxed myself.  Just recorded a 30 minute video and it crashed in the middle of editing.  This is the longest of the videos I have made since the 7.1 update and 7.1.1.  It has something to do with the length of the video I believe.  Very frustrating, especially after the updates.  I have to go back to SF 6 because of this.

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

    Brandon Craft rasheed  Please do send us the crash report along with your case number if you already have one.

    Like
  • I have the exact problem described here, using 7.1.1, but the problem also occurred with versions 5 and 6. I'm using the OS X version. Here is when the crashes occur:

    1. The media files are large and they are in the timeline (the project I'm on right now has 2 files, 5.2 gig and 9.7 gig).
    2. I Split Clip in the timeline
    3. Just above the timeline is a bar with Back/Play/Forward and a box showing the minutes/seconds for the scrubber. Periodically, especially after splitting a clip, Screenflow will begin to show what appears to be saving process, with a clock face or "speedometer" type progress image appearing in this box. The "speedometer" image goes from from 0% to 100% and then disappears.  
    4. Because my media files are so big, it may take 5-10 seconds for this saving operation to complete. With projects with small media files, this process is so quick I don't ever notice it. But with projects with large media files, it takes several seconds.
    5. The problem is that Screenflow will allow me to continue editing—even doing another split clip operation— while the saving process in going on. And if I do that, or if I do other editing during the saving process, I will eventually get a crash.
    6. I have to keep my eye on this box and allow the progress component to complete and disappear before continuing to edit. If I do that, Screenflow works well. If I don't, it will crash.

    I've watched this happen for three versions of Screenflow (5,6,7). It's a bug. Clearing the cache has nothing to do with the problem. You guys need to fix it.

    Like
  • CraigS I have the same problem on the latest version.  I've tried these steps plus deleting .plist and reinstalling program and nothing works.  just constant beach ball of death.  i had no problems with this program for the first few weeks of use and now it is just unusable!

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

    Mark Hicks Amy Lisewski  Please fill out the support form I previously posted and we'll send you a case number and may ask for crash logs.

    Mark Hicks said:
    The media files are large and they are in the timeline (the project I'm on right now has 2 files, 5.2 gig and 9.7 gig).

     What are the source of the media files?
    Some H.264 files, especially very large ones, can tax the system.

    With recent macOS deleting the .plist may not work.
    It now has to be done through Terminal

    Reset ScreenFlow Preferences:
    1) Make sure ScreenFlow is not open.
    2) Open Terminal and copy and paste this command and press Enter:To open "Terminal" (Finder > Applications > Utilities > Terminal).
    defaults delete net.telestream.screenflow7

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