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Cannot record audio in 7.3

After letting ScreenFlow install the 7.3 update, I can't record any system audio.

If I click "Record Computer Audio" using either built-in audio (internal speakers/headphones) or the Scarlett 2i4 USB output, no audio is recorded. Both worked fine before the update. 

ScreenFlow 7.3 (31021)

MacBook Pro (Mid 2015)

macOS 10.13.3

2.2 GHz Intel Core i7

16 GB 1600 MHz DDR3

Edit: installed audio drivers, rebooted, uninstalled audio drivers, re-installed audio drivers, restarted all apps and ScreenFlow, rebooted. The app I'm trying to record is Ableton Live 9 which was never a problem before - its audio output is set to the same as Mac system sound output in each case.

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  • I'm also confirming that capturing audio from Logic X is not pleasant. After Logic switches over to the new output driver there is a huge lag between video and audio. I can hear the audio but there's a good 10 second delay. I'm rolling back to 7.2 for the time being. I'm on Mac OS 10.12.6, 2010 Mac Pro 266 12 core.

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

    DBW Productions Please report the issue using the previously posted form. I haven't seen any other reports of this much latency so you may have another variation on the new driver issue we need to investigate.

    Are you getting any messages, for example, regarding initializing Core Audio Driver or any other messages when you go into record?

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  • CraigS I can confirm I'm having the same issue with latency problems and a Focusrite Scarlett 18i20 interface with Logic X and the new Screenflow 7.3 driver. I've had to revert back to 7.2

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

    Dave Miles Thanks for confirming. Although you're using a Scarlett which DBW Productions  doesn't mention. We really need all the details including the OS and Mac model. One variable can make all the difference in fixing these issues.

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  • CraigS Apogee Symphony 64 card with AD16X, 2010 Mac Pro 266 12 core with 32 gbs ram. I filled out the form but didn't mention my audio card. Sorry about that. 

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  • CraigS sure, it's MacOS 10.13.4 with a 2017 15" Touch Bar Macbook Pro. I didn't have a 10 second lag as DBW was reporting but it was at least a few seconds and very disrupting to usual workflow.

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    • Emrah
    • Emrah
    • 4 yrs ago
    • Reported - view

    I guess installing the new audio drivers should be optional and we could be able to continue with the old one as long as it's working. 

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

    DBW Productions When you get the case number, email back with the audio card info. That seems to be a factor.

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

    Dave Miles Thanks for that info. Fill out the form and include those details or, if you have already, email back with case number and include those additional details.

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

    Emrah Ideally we need one driver that will work with new and older Macs. We expect the new driver will be necessary going forward due to Apple hardware changes. We working on fixing these issues as quickly as possible. In our testing both drivers can co-exist though.

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  • Rory Maloney  CraigS

    I'd like to get back to version 7.2 but after I click the link above, and press download, it fails to download.  Can you repost 7.2? I need to get back to work! Thanks.

    I am having the same issue using Ableton Live, macOS High Sierra. I noticed my system output changes to Telestream Audio Capture once Screenflow starts recording. I then have to go into Ableton Live to select Telestream A. C. Then once I stop recording on Screenflow, Live loses the audio output device. It's a big inconvenience! 

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

    Brian Funk Fill out the form and ask for a 7.2 link. Generally we don't want to make the link public for security reasons. Make sure you explain why in detail since we need to work on the new audio driver's usability.

    ScreenFlow Support Form

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  • Adding my voice to the disappointment the 7.3 update brought to recording computer audio. I have a skype business meeting with missing audio due to the new workflow with the drivers. I hope you can find a solution so that existing Macs work the same way as before (ie.: not having to choose the Telestream Audio Capture device per audio application) and a better workflow for the new Apple hardware.

    I'd also point out that it should have been better communicated the updated driver brings a change to the recording workflow. The dialog that pops-up in ScreenFlow's configure recording screen simply says:

    To continue recording audio from your computer's speakers requires an upgrade of the Telestream Audio driver.

    The new audio driver increases compatibility with a wider range of Mac hardware and enables capture from Bluetooth devices.

    You only need to perform this upgrade once.

    That implies to me, I upgrade this driver and keep working like I always did. Perhaps it would have been good idea to note the change and provide a link to a KB page that has a detailed step-by-step account of the new workflow to record audio. 

    Also, why does the audio device only appear in my device list when I attempt to record? Maybe if the device was persistent we could work something using an aggregate device setup in Audio/Midi Setup? (I'm just speculating here). 

    Until there's a better solution, I must downgrade to 7.2 like several other uses have done. 

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

    Andrew Mannone In our testing the upgraded driver works in most cases as the previous did. The issues seem to be around DAWs and/or possibly programs that don't inherently use system sound. For example, playing a video in Quicktime or a browser or other player will work as it always has. Do fill out the form posted above to downgrade for the time being. 

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    • Emrah
    • Emrah
    • 4 yrs ago
    • Reported - view

    CraigS What makes ScreenFlow so special is its capabilities of recording any audio with no issue, simple, fast and gets the job done. Otherwise there are even free apps that can record the screen and with a few extra free routing you can record the audio as well. I'm not sure how you guys are testing the new drivers but I hope you already know that most of us who record DAW tutorials, Audio Production tutorials are using exclusively ScreenFlow. I believe almost all DAW tutors that I know are using Screenflow. Just one "not extensively tested driver update" crippled most of them at the moment and they had to switch back to working one.  I recommend you to test your drivers with a few external sound interfaces like using USB2.0, USB3.0, USB-C and Thunderbolt. 

    What is not cool about it that there is no "download older version of screenflow" around the site. At least I could not find it, Silly me if there is one. What are the "security reasons" that pushes you to not put older versions on the site as it already has a serial protection? I have over 10K subscribers on my Youtube channel and I keep getting free licenses from different companies who want me to test their software yet I keep using Screenflow as most of other screen capture softwares are not good at audio recording. 

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  • CraigS Perhaps I was not clear in my first post. I apologize. Let me clarify. 
    I am experiencing the same issues people are reporting with DAWs but using other apps in which you can choose audio output devices. Specifically in VoIP teleconferencing apps including, but not limited to: Skype, Microsoft Lync, Skype for Business*, Join.me , Webex, RincCentral and GoToMeeting.
    Prior to the 7.3 to record audio from those apps, this is the workflow: Begin a VoIP call / screen share meeting, begin recording in ScreenFlow. Done.
    After the 7.3 update with new audio driver:  Begin call (hope and pray you can adjust audio output on the fly in-call in the off chance you need to record), start recording SF, return to teleconferencing app, adjust audio output to the Telestream Audio Capture. 
    *SfB at least asks if I want to switch to the Telestream device. 

    Sound from browser-based embedded video, macOS System Sounds, iTunes etc. work as expected. 

    The main point I want to stress — which Telestream has not addressed — is this is a change from previous versions and was not clearly communicated. Why did Telestream not provide full information to its customers?

    The release notes for 7.3 only make mention of audio driver as "Improved"

    New Apple computers such as the iMac Pro utilize different methods of playing audio to the internal speakers. This made the legacy audio capture method unable to capture system audio playback. Our new audio driver restores this functionality on the new iMac Pro.

    Nowhere is it mentioned the new driver brings a new workflow to capture audio from Apps (DAWs, VoIP, etc.) in which you can pick an output device. 

    I have already downgraded to 7.2 which restored the previous functionality and recording workflow. 

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

    Emrah We always have older versions online. See Previous Versions at the top of the link. We have 5.0.7 and 6.2.4 available for example. 

    Keep in mind Apple is making changes that necessitate us to make changes in the driver. Users always have the option to stay with older versions, older OSs, computers. We have to be compatible with current computers while ensuring some backwards compatibility. And we are working on this. Sorry this is creating a bit of a rough transition given Apple's hardware changes but it will all be sorted out as we work on this.

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    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 4 yrs ago
    • Reported - view
    Andrew Mannone said:
    this is a change from previous versions and was not clearly communicated.

     Sorry it wasn't more clear but our Release Notes which should be required reading as we post them for every update, explains the changes in the update. We post them to the forum in an identified category.

     

    True we don't explain what the new workflow entails. Ideally the switch to the new driver in the program being captured should involve less work on the user's part and we are investigating that. Sorry that hasn't been clearly stated.

     

     

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  • Andrew Mannone 

    Yes. Best to downgrade. It worked for me. Hope you solve your issue.

    Like 1
  • Bit of feedback for the forum moderator to pass on: it took me a long time searching for this issue on the internet to find this thread and learn that I need to enable this audio driver in Skype after I begin recording. I lost a couple hours of unrecoverable interviews, and had to do an external workaround before finding this—rather disappointing for a paid app. Consider making this information much more accessible.

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

    BenjaminBenjamin Boyce I made it a pinned post at the stop of the ScreenFlow Q&A forum late last week. We're working on further improvements so this functionality may be modified in the future.

    Like 1
  • Not sure if a "pinned post" is the best solution as most people just install and get on with their work. I only read the forums AFTER I have a problem as is the case right now. Having the same problems as everyone else and I'm also not going to switch my audio driver every time I hit record either. I'm using REAPER with an Allen and Heath zed i10 interface and 7.3 also doesn't work.  Mac OS X 10.11.15 - Luckily I use Time Machine so it's quite easy to revert to 7.2.

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

    Kenny Gioia The changes we made in the driver aren necessitated by changes in Apple's hardware. For those using iMac Pros, for example, 7.2 isn't an option. This may well affect any new Macs Apple releases going forward.
    7.2 is still available on our site under ScreenFlow Downloads Previous Versions. This is a change we had to make to maintain compatibility. Sorry about your experience but again Apple's changes necessitate them if we are to maintain Mac compatibility going forward. We will be making changes to make it easier to use but we had to update the driver when the iMac Pro was released.

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  • CraigS I'm not questioning why you made the change. Just that if it requires us to choose a different driver to use it, you might wanted to mention that part in the release notes or somewhere more obvious than on this forum. Hopefully, you guys can make this work so that it is as seamless as it's been for many years for the rest of us so that we're not all stuck on 7.2. Thanks for your time. 

    Like 1
    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 4 yrs ago
    • Reported - view
    Kenny Gioia said:
    you might wanted to mention that part in the release notes or somewhere more obvious

    True it didn't make it into the User Guide or the Release Notes. It's likely that this was because it's only necessary with third party applications that use computer audio. For example, If you capture a YouTube video playing in browser or a video playing in Quicktime it works just as it did previously. We found that many third party apps that use audio require the output to be set to the driver just as if you were sending to an external output device. Sorry we missed that. Both function and documentation will be clarified in an upcoming release.

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