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Stock Media Library

I subscribed to the Stock Media Library (got email confirmation) but I still cannot access it on ScreenFlow 8: I get the following message (same I got before subscribing) "Stock Media Library Error You must have a valid subscription to the Stock Media Library to download content". What I am missing? I have been trying for half and hour. Is there a step I need to do after subscribing?

Thank you

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

    Make sure you're on version 8.2.2. Try deactivating your license and reactivating again and see if it takes. Make sure you're connected to the internet when you do that (deactivate and reactivate).

    Content is always available in the trial version. The limitation is that you can't place any clips in the timeline.

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  • Yes I have Version 8.2.2. Do I loose the work I have done when I deactivate my license? Not sure how to do it. Can you please give me the step to deactivate and reactivate.

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

    Ma Lochana 
    Make sure you don't have any documents open.

    Also read this. Look for the Stock Media Library: Expires date in the license window to confirm that it's including with your license. It's possible it wasn't activated which is why deactivating and activating your license might trigger it.

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  • CraigS  When I click on Licenses I get "ScreenFlow is licensed" but nothing else. No serial number box or stock media library expiration appears as in the image you sent.

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  • CraigS  it says "Stock Media Library: Purchase" 

    If I click on Purchase and follow through it says " You have already purchased ...

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

    Ma Lochana It's possible support may have to activate it manually.
    Fill out this form and along with your serial number including information about your purchase and they'll look at your account to set this up.

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

    Ma Lochana BTW is it possible you bought ScreenFlow in the Mac App Store. Perhaps we're having an issue activating Stock Media in that case because there wouldn't be a serial number to attach the Stock Media library to. If that's the case mention that when you fill out the form.

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  • CraigS what form do I need to fill out? I need access to Media Library as soon as possible. 

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

    Ma Lochana The hyper link I provided embedded in the text.

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  • I have filled out that form on Sunday and I haven't gotten any reply yet

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  • CraigS I sent another one just now. Is there a number I can call? This is highly frustrating considering I have been charged for it but I cannot use it.

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

    Ma Lochana You should have received an email with a case number. The case number means they're working on it. It's possible there's a backend problem they need to fix.

     Post your case number and I'll check on it.

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  • CraigS  I Got finally an answer on Wednesday:

    Case #00624255

    "Thank you for contacting ScreenFlow: Mac App Store support. I would be happy to assist you.

    Go to Folder>~/Library/Group Containers > right click on the file "WSG9.....ScreenFlow" > Show Package contents > Please check to see if you have the .rec file, see screen shot. Do you have this file listed? You can also send us a screen shot. 

    Also, if you open ScreenFlow > Preferences> Licenses, do you have a date listed under the Stock Media Library field.

    In addition, are you available this afternoon about 4 pm PST for a remote session to review this on your machine?

    Best regards, 
    Sandy 
    Telestream Desktop Support "

     

    I answered but I haven't heard back.

    This is my reply, I hope you can help. One week has passed by since I was charged for the Stock Media Library. I am paying for nothing really and I am not getting much help. Here is my answer:

    "Sandy,

    1- when you are asking to go to Folder/Library/group containers what are you referring to? where? Screen Flow? iTunes? apple store?

    2. Stock media library in Screen Flow doesn't look activated. But as I mentioned previously, If I click purchase, it says that I have already purchase it. I am attaching the screen shoot.

    Do you have time tomorrow  between 12.30pm and 2.30pm CST for a call? Thank you 

    I haven't been able to use it. I hope I can get an extension for a week considering the first week is GONE!"

     

    Is there a phone number I can call? One week has gone by.

    What is she asking me to check? Can you explain meCraigS 

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 3 yrs ago
    • Reported - view
    Ma Lochana said:
    Folder/Library/group containers what are you referring to? where? Screen Flow? iTunes? apple store?

     Your computer user. User and System has Library. It's a standard location on all Macs and all OS versions.

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  • It sounds strange but I don't see it. I am attaching what I see. 

  • CraigS  Is there a number I can call to talk to a person? The person that emailed me gave me 1-877-681-2088. The problem with this number is that it takes you to automatic reply asking you to fill out a form which I already did twice. I just need to resolve this. I have been paying for 10 days for something I can't use. I just need a person to talk to over the phone. 

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

    Ma Lochana Phone support if you're on Premium support.

    You have to set Finder to show your User Account.
    Finder Preferences.

     

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  • CraigS  here what I have next: still don't see library/group containers

    Wow! this is kind of crazy! how do I get Stock Media library to work and my 10 days back?

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

    Ma Lochana It's hidden on your system
    Hold down the Option key and select the Go menu at the top of Finder and it should appear as a menu option.

     

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

    Ma Lochana The problem giving detailed directions is that this is a user controlled so it really depends on how you like to setup your computer.

     

    If you select your home folder, now that you have it visible, you can select View > Show View Options and then you can keep the Library visible all the time.

     

     

     

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  • CraigS  Ok here are the answer to her questions:

    "Go to Folder>~/Library/Group Containers > right click on the file "WSG9.....ScreenFlow" > Show Package contents > Please check to see if you have the .rec file, see screen shot. Do you have this file listed? You can also send us a screen shot. 
    Also, if you open ScreenFlow > Preferences> Licenses, do you have a date listed under the Stock Media Library field.."

    See attachments. Now what?

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

    Ma Lochana Using the case number Sandy gave you send an email back to her with the Screenshot.

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  • CraigS  I already did. 

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

    Ma Lochana We should get back to you shortly on this.

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  • CraigS still waiting... no email, no reply 

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