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Screenflow Export Freezes at about 90% complete

• Computer hardware including screen size (Specific Mac Model). Screen Size 13” Model: A1708

• OS version (10.x.x) MacOS Big Sur version 11.4

• ScreenFlow version (x.x.x) and whether it's Mac App Store version. ScreenFlow Version 10.0.2 (31833)from web site Telestream


• external devices recording from and how are they connected to computer. No external devices 

 

• Scratch disk location in preferences if it's hard drive record or playback issue. Not sure what this means, I’m using the computer hard drive to store files.  

 

• Free hard drive space. 410.98 GB free

• Number of Monitors if more than one and screen size of each. Using just the 13 inch laptop screen.

• Complete Export settings if it's an export or encoded file playback issue. See image below

 
• Step by step workflow.

1)    Start Screen flow and record the screen.

2)    Edit the screen recording.

3)    Export the screen recording to the desktop. 

 

• Source files used in your project. None just screen recording
• What you are recording. (What Program or Browser if relevant) No program just screen

• Sequence running time. 40 mins

• Error messages if any. No Error messages program just freezes at about 90%.

• Visual or auditory description of the issue. Attach screenshot if you think it will clarify. See attached activity monitor sample.

• We may ask you for an exported file or a project file in some cases. 

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  • We would like to have you try resetting ScreenFlow and attempting the export again. Here is a link to an article with instructions on how to reset ScreenFlow ( https://telestream.secure.force.com/kb/articles/Knowledge_Article/Gather-Support-Diagnostics-Reset-ScreenFlow-Preferences ).

    Like
    • Robert P , I reset it and it’s doing the same thang. I’m still trying a couple different exports to make sure but I wanted to give you some background on when the issue started.

      I brought screenflow 7 & 8 through the Mac App Store and never had any issues. Then I updated to Big Sur and noticed Screenflow 8 export would no longer work. I was told I needed to upgrade to Screenflow 9 for Screenflow to work with Big Sur.
       

      So I purchased the screenflow 9 upgrade through Telestream Website and it still did not work. I kept updating every time a Screenflow 9 update came out hoping it would fix the issue but it never did. We Screenflow 10 came out I upgraded form the website again also hoping it would correct the issue still nothing.

      Not sure if the Screenflow software from the Mac store is different from the Screenflow software on the website. But the Mac store won’t let you upgrade so to keep from paying full price like I did going from Screenflow 7 to 8 I purchased from the website. Everything else in the software works fine except when I try to export it, it just times out. It could also be a Big Sur issue sense it worked fine before I updated my MacOS. I’m on an intel MacBook Pro not an M1. Thanks 

      Like
    • Ron Golden I'm sorry to hear that the reset did not help. At this point I'd like to have you work with one of our ScreenFlow technicians to troubleshoot the issue. Please fill out a support form here ( http://www.telestream.net/telestream-support/screen-flow/contact-support.htm ) and be sure to include a link to this forum thread. Thank you!

      Like
    • Robert P ok thanks I sent the form in with the link. 

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

      Ron Golden Thanks for doing that. What happens if you switch from Fastest to Norma before exporting?

      Like
    • CraigS , yes I just tested it a couple of times and it’s still not completing the export. 

      Like
    • CraigS  also I forgot to mention that I even took a day to do a factory reset and only installed Screenflow 10 other than the apps that come pre-installed to see if that would fix it and it did not. 

      Like
    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 1 yr ago
    • Reported - view
    Ron Golden said:
    yes I just tested it a couple of times and it’s still not completing the export.

    Thanks. That lets us know it's not specific to hardware acceleration.

    Another "odd" possibility might be related to scaling. What if you set to export to 1080 Letterbox instead of 720?  Is your Canvas size is 2880x1800?

    Like
    • CraigS , turns out it does complete in normal but it takes 3 times as long as it should. a 2 hour project use to take 2 hours to complete now it’s taking 6 hours to complete.

      ‘Yesterday when I replied  normal mode didn’t work it was because it was moving so slow it appeared like it was frozen.
       

      But when it’s in fast mode and it freezes I have to force quit the app. It was not doing that in normal mode so I didn’t quit the app and it eventually completed the export.

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

      Ron Golden As an experiment, create a New User Admin account and login and try it there. Wondering if there's an odd account setting impacting this. You're not using any  virus checker or equivalent software? 

      Like
    • CraigS , no I don’t have any virus checker software installed. I was thinking the same thing about the about the account settings that’s why I did a full factory install on my Mac wiping everything off and downloading the operating system again from Apple.

       

      But I will try the new user admin account and let you know how it goes.  

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

      Ron Golden Thinking that maybe there's a default setting specific to the original user account.

      Like
    • CraigS I created a new user account and the same thing is happening. At normal speed it exports it just takes longer then it should. At fast speed it freezes at about 90%. One thing I did find out is that if the file size is small like 3GB or less it will export at the fast speed any file bigger than that size it freezes. 

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    • CraigS my canvas is 2560 x 1600 my trying the 1080 export now. 

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

      Ron Golden Thanks for doing that.

      Like
    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 1 yr ago
    • Reported - view
    Ron Golden said:
    At fast speed it freezes at about 90%. One thing I did find out is that if the file size is small like 3GB or less it will export at the fast speed any file bigger than that size it freezes. 

     So it seems size is a factor as well as using hardware acceleration (fast mode).

    Can you have a look at Apple Activity Monitor both CPU and Memory columns when it freezes? Are any processes red? What do Memory Pressure and Swaps look like?

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