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Screenflow not showing displays when using DisplayLink

Hi,

I'm using a Macbook Pro 13-inc (2017) with BigSur 11.2.1 and also having 3 displays (DELL) connected through DELL DockStation WD 19.

 

The problem is that Screenflow (v9.07) is showing only 1 screen to record and not the 3 displays.

 

 

 

Am I doing something wrong?

A curious thing is that other softwares as OS Studio, Zoom, Google Meet, Skype, are able to find the other screens(displays).

 

Best,

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

    Perhaps try reseting ScreenFlow's preferences. You'd need to do this in terminal though.
     

    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.screenflow9
     

    Then reboot the computer with the monitors attached and restart ScreenFlow.

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    • Fabio
    • Fabio
    • 1 yr ago
    • Reported - view

    Hi CragS,

    Did what you say but it still not recognizing the displays.

     

     

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

      Fabio Lets see if the number of displays is a factor. Use only the MBP internal display and have only one display through the DockStation and reboot the computer.

      In other words, I want to see if ScreenFlow sees the internal MBP display AND one Dell display?

      Are all three Dell displays the same model?
      It's possible ScreenFlow can't tell them apart and is seeing only one display.
      If that's the case see if using one Dell and one different model if you can test that, will then show an additional display.

      Our internal investigation reference FLOW-10791

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

      Fabio Since your screenshot is showing "Display Disconnected" that indicates that you may not have actually deleted the preferences (which fixed a similar issue with another customer).

      Please try unzipping and running the attached file with ScreenFlow closed using the Reset ScreenFlow button (not the Gather button) which should reset preferences.
       

      • Fabio
      • Fabio
      • 1 yr ago
      • Reported - view

      CraigS did that, but Screenflow still the same.

      It generated a file. I've attached it.

       

      I still need to test only one display. I'll let you know as soon I do it.

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

      Fabio Thanks for doing the preferences reset and the diagnostics report.

      Fabio said:
      I still need to test only one display. I'll let you know as soon I do it.

       That would be important because of the possibility that multiple matching monitors might be confusing ScreenFlow's monitor detection.

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

      Fabio We'd also like diagnostics run with the monitors attached so we know what the computer sees. 

      Your screenshot shows that you had access to the monitors but are now disconnected. That would seem to indicate you had access to the other monitor(s) at some point. They'd like to see a video demonstrating what you are actually seeing when you try to add the monitors in ScreenFlow.

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      • Fabio
      • Fabio
      • 1 yr ago
      • Reported - view

      CraigS I've recorded what was happening. Can you please check if you need any other information?

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

      Fabio Thanks for that. Please test without the dock and just directly connected monitors. 

      Is the dock a Thunderbolt 3 or Thunderbolt 4 dock?
      Is the dock using a driver? I believe it is but it may not be compatible with the information ScreenFlow needs.

      Also the 2017 13" MBP itself only supports two monitors.
       

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    • Fabio
    • Fabio
    • 1 yr ago
    • Reported - view

    Hi CraigS,

    I'm using Dell's Dock Station D6000 - https://deals.dell.com/en-us/productdetail/7mah

    It does not use Thunderbolt. This version uses USB C.

    I'm using the driver you've specified (DisplayLink).

    About the information of 2017 13" supporting only two monitors, that is correct when you plugin directly to the macbook pro itself. When you uses this Dock Station with DisplayLink you are able to use up to 4 displays.

    When you say "it may not be compatible with the information ScreenFlow needs" it means I'll not be able to use any of those monitors? Is there something planned to "adjust" this information into your software?

    Can I offer you any other information? 

     

    Best,

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 1 yr ago
    • Reported - view
    Fabio said:
    When you say "it may not be compatible with the information ScreenFlow needs

     The driver may not be compatible. ScreenFlow gets its monitor information from the operating system directly. 

    Fabio said:
    Is there something planned to "adjust" this information into your software?

     It may depend on what we see regarding what the driver is doing. It's a kext based driver and Apple generally is trying to move developers away from using those.

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      • Fabio
      • Fabio
      • 1 yr ago
      • Reported - view

      CraigS thanks for your reply.

      Why can I access those monitors using Zoom or Google Meet? Shouldn't they work the same way ScreenFlow works?

      About the System, when I access System Preferences > Displays > Organization, I can see the 3 screens (attached). Shouldn't Screenflow recognize that as well?

       

      Best,

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

      Fabio I have something for you to try but it will involve running a utility in Terminal (unix). See forum private message for complete instructions and download link

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 1 yr ago
    • Reported - view
    Fabio said:
    Why can I access those monitors using Zoom or Google Meet? Shouldn't they work the same way ScreenFlow works?

     They don't work the same at all. And that may be the typical use they designed the dock and driver for. 

    ScreenFlow uses certain OS/GPU features in order to do screen recording including the ability to access all monitors simultaneously for multi-screen recording. It's quite possible the driver isn't designed to facilitate handing the information to ScreenFlow it needs to perform those functions. We need to determine that.

    That monitors seem to be showing as disconnected in the Configure Recording window is a clue. The only other time we've seen that was related to ScreenFlow preferences. Your resetting them did not fix the issue so it may indicate that it's related to the kext driver it's using. 

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      • Fabio
      • Fabio
      • 1 yr ago
      • Reported - view

      CraigS here is the output following the steps you provided into my Inbox.

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

      Fabio Thanks for that. 

      One more test. Can you confirm that you can use Quicktime File>New Screen Recording to record each monitor? We want to make sure Quicktime can properly record each monitor as it means more likely we can get this working.

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      • Fabio
      • Fabio
      • 1 yr ago
      • Reported - view

      CraigS yes. I am able to select any of those 3 displays.

      Btw, it is the solution I'm using while I can't use Screnflow.

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

      Fabio Thanks for adding those details. We're looking at the possibility that an improved recorder will fix this. It's early stages, hence the test in terminal/unix to confirm what the new recorder sees.

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

      Fabio We'd like you to do the same thing with another version of screenflowrecoder. Again with all DisplayLink and all monitors attached. See forum private message for link.

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      • Fabio
      • Fabio
      • 1 yr ago
      • Reported - view

      CraigS hi! I've attached the new output.

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

      Fabio Thank you for doing that. That gives us a comparison we need for your system.

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

      Fabio Looking at the output texts the developers see this will be fixed in the next major release as there are significant changes in how this is being handled. The release is a bit aways though so do please be patient. 

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      • Fabio
      • Fabio
      • 1 yr ago
      • Reported - view

      CraigS thanks for your reply and assistance. I'll be waiting here for the next update.

      In a meantime I'll try to use other software.

       

      Best,

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

      Fabio The developers did mention that M1/Apple Silicon Macs may not present this issue.

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  • Hi all,

    Has this been resolved? I have Screenflow 9 with a Targus dock going to an HP monitor and I can no longer record my screen. I have my MBPro screen closed.

    Thank you,

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