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Mouse cursor is lost in some clips

Hi there,

I've recorded four very similar clips into the same project, and for some reason two of them are missing the mouse cursor on the final recording. This has never happened to me before.

I'm aware of the 'Show Mouse Pointer' option in the Screen Recording tab, but this isn't the problem – it's set consistently across the recordings.

Any ideas if there's a way to get it back? Have I overlooked something, or should I assume that something's gone irremediably wrong?

Thanks

 

Screenflow Version: 6.2.2

OS X current: 10.13.3

OS X during recording: 10.11

All clips recorded fullscreen

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 4 yrs ago
    • Reported - view
    James Russell said:
    OS X current: 10.13.3

    OS X during recording: 10.11

     Are you opening a project recorded on an older computer or OS?
    You may want to update to 6.2.4 for 10.13.3. found on the linked page under Previous Versions.

    It may not fix the issue given it may have been recorded in an older operating system.

    If you still have the computer running 10.11.x can you check the project on that system?

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  • Thanks CraigS

    I've updated to 6.2.4, but this hasn't solved the issue.

    Yes, the project was recorded in an older OS. I recently upgraded. However, the other clips recorded in the exact same session have retained the mouse pointer, so I'm trying to determine a reason why it would have disappeared in only certain clips.

    Thanks for your continued help :)

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 4 yrs ago
    • Reported - view
    James Russell said:
    I'm trying to determine a reason why it would have disappeared in only certain clips.

     Each program may interact with the OS GPU communication differently or performing a different function in the same program.

    Were you screen recording the same program doing a similar function at different points? For example, entering text may not be the same as select a menu item.

    You could try download a demo of ScreenFlow 7.2, copying the project so as not to affect the original, and opening the copy. I suspect though the issue may be part of an incident that happened during the recording.

    You may want to test making a new recording with 7.2 and the same programs to see if the same thing happens.

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  • CraigS  Same program, same functions, all clips. Two out of four have lost the mouse throughout; the other two kept it throughout. No discernible reason. At this point I think it's highly unlikely that 7.2 will magically bring the pointer back into the recordings.

    As there's apparently no likely explanation, I'll just have to re-record those two.

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

    James Russell Can you test with a new recording of the same program in 7.2? If this is an ongoing issue we should investigate. 

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  • It would probably take weeks to replicate the issue because we don't know how it happened in the first place, let alone whether it happens on different versions of Screenflow. I've spent the time rerecording in 6.2.4 and it has worked properly, like it did for the other two clips in the exact same circumstances. 

    Probably best just to log it and see if it happens to anyone else.

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

    James Russell Do fill out the form then and provide as much detail as possible. This way if it happens again whether to you or another user we may discern any pattern. Thanks for doing that.

    ScreenFlow Support Form

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  • Same thing is happening to me

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

    Heather Collett I can only help if you provide details. The original post was about ScreenFlow 6.x which has since been updated to the current version 8.2.2 and the current macOS is 10.14.2 so I'm not sure if you have the same issue since there's been no posts on this thread for 8 months.

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  • Using version 8.2.2, recording on MacBook Pro in photoshop. Seems to happen if I change colour or brush size

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  • high Sierra 

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  • Heather Collett  – My issue was never resolved and I had to re-record. All my experience with Support is that they interrogate you on your system specs and then try to get you to upgrade to a new version (that has the same problems).

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

    James Russell You can always test fully functional trial versions before upgrading. If the issue exists in the trial you can report with that version and then wait for the fix before deciding to upgrade.

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

    Heather Collett Is this only with Photoshop and only when dealing with color or brush size? Screenflow is dependent on the program being captured's interaction with the GPU. Since Photoshop as part of Creative Cloud, undergoes frequent updates that may impact this, knowing the version and whether you're current is important.

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    • Greg Benz
    • Greg_Benz
    • 3 yrs ago
    • Reported - view

    I have had this issue NUMEROUS times with recordings of both Lightroom and Photoshop. I have been reporting this for the past year with no assistance (I keep getting told it is not a priority - which makes no sense to me as the screen recording is of almost no value for software demonstrations when the cursor disappears). It is incredibly frustrating and I wish the support/development team would treat this as the serious issue that it is.

    I submitted a recording via ticket 00557365 (opened June 14, 2018).

    I have at least 5 recordings this week alone showing this specific failure on the latest version of Screenflow, v8.2.3 (31394).

    The cursor tends to fail in Photoshop when pressing a key on the keyboard (either for shortcut keys or text entry), and tends to disappear in Lightroom when moving from the image area over to the sliders.

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

    Greg Benz Given that ScreenFlow is dependent on the macOS GPU relationship and that relationship is established in the source program, those often present challenges to change. We can't "violate" the rules of the or the program as they communicate with the GPU.

    We confirmed the issue is Apple's bug so we can't fix this. You may want to update macOS to 10.14.5 to see if it still behaves the same.

    The Apple Radar bug number is 46383567 so it's up to Apple to fix.

    To be clear there's nothing that indicates a low priority and certainly, when Apple has a bug it's a high priority but it is their bug.

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    • Greg Benz
    • Greg_Benz
    • 3 yrs ago
    • Reported - view

    Hi CraigS -

    I appreciate the quick reply. Are you 100% sure the issue is with Apple and not Adobe or Wacom? Has your team tested the OSX Catalina beta to see if it fixes the issue?

    I have OSX 10.14.5 and have seen this issue in >50% of the recordings I have been making with Screenflow v8.2.3. It is a very frequent failure.


    Since you have been able to replicate the issue, can you describe the specific conditions that cause it? What triggers the cursor to disappear, and what triggers the cursor coming back? Perhaps there are some workarounds to minimize or avoid the issue (such as disabling GPU support in Photoshop, clicking certain keys, etc).

     

    When I say a lower priority, please know that I was literally told that by your support team (more than once). Then several attempts to email support to follow-up were simply ignored, until I created a new case and posted in this forum. And there has been no follow-up from support in the past 12 months to say that a root cause was determined (the last communication I received before today said that Telestream had not yet even tried to replicate the bug, there was no mention of Apple). So while the bug may be with Apple, the support form Telestream has been very frustrating. That hasn't been my experience with other requests to Telestream (quite the contrary), but this support on this particular issue has been very bad.

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

    Greg Benz Yes we are 100% sure and that's why it's list by Apple as a bug for them to investigate. Sorry but it's really in their hands to fix. It certainly involves Adobe because it's how their software interacts with the OS but that doesn't necessarily mean it's their issue. Apple has to determine that though.

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 3 yrs ago
    • Reported - view
    Greg Benz said:
    Since you have been able to replicate the issue, can you describe the specific conditions that cause it? What triggers the cursor to disappear, and what triggers the cursor coming back? Perhaps there are some workarounds to minimize or avoid the issue (such as disabling GPU support in Photoshop, clicking certain keys, etc).

     It may not be obvious unless the pattern is repeatable. The problem is if it's a necessary function there may be no easy workaround. Of course one can simply create a Title Overlay with the keystrokes and that, of course, is certainly extra work.
    If there were a "hack" that could fix it, not only would it not be sanctioned by Apple but it may have unforeseen consequences. Just as there are third party utilities that can resize Retina screens, we can't officially sanction or implement and technically can't pronounce support for those even if they may work. As part of an official developer program, you have to play be "the rules."

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    • Greg Benz
    • Greg_Benz
    • 3 yrs ago
    • Reported - view

    CraigS I'm confused. If you are certain the issue is on Apple's end, you must have been able to reproduce the issue. Are you not able to consistently produce it? Is there no pattern that your team has seen when it does fail? Just trying to see if there are specific trigger events to avoid or specific actions that can help restore cursor visibility more quickly.

    Not looking for a "hack", but rather any interim workaround that may make the situation less bad while waiting for a real fix. The negative impact of this issue on productivity and quality is very high.

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

    Greg Benz The issue is certainly reproducible. Apple has to troubleshoot this though. We're not the macOS developers so we'd rather not speculate. It's not fair to Apple. We haven't noted any useful workaround.

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    • Greg Benz
    • Greg_Benz
    • 3 yrs ago
    • Reported - view

    I can confirm as well. I did simultaneous recordings with Screenflow and Quicktime. Both show the cursor dropping out at the exact same times in the recording. Reported this as an OSX/QuickTime bug to Apple.

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

    Greg Benz Thanks for the confirmation.

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    • Greg Benz
    • Greg_Benz
    • 2 yrs ago
    • Reported - view

    CraigS Have you confirmed that the issue persists / is fixed under OSX Catalina?

    Thank you,

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

    Greg Benz It should work but it's always possible there can be an issue with a specific program. Please test in ScreenFlow 9.0.1 and Catalina is 10.15.2.

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