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Screenflow 8.2.2 crashes Macbook Pro (Mojave 10.14.3) while recording...

The last few times I have tried a screen recording, with video and audio, about a minute into the recording my MBP just goes black, i.e. shuts down and restarts.

Not sure what's going on...

Any ideas???

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  • CraigS  Telestream Case #00638262

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  • CraigS  

    Test with build in Mic only and desktop.
    Does it crash?

    No, it doesn't. With Facetime Camera disabled and built in Mic + Desktop Record enable I was able to record a 10 minutes video with no crash.


    Test with Facetime webcam only (and no audio at all) and the desktop.
    Does it crash?

    No, it doesn't. I was able to record a 10 minutes video with no crash using Facetime Camera + Desktop Record (and no audio at all)

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

    Guilherme de Assis Brasil So perhaps it's Facetime webcam and internal mic used at the same time to cause the crash.

    Respond back by email with your case number and include the additional Facetime webcam and Mic test you just did.

    Like 1
  • James Veigli I'm in agreement here--I'm a newbie with Screenflow, but am reading this feed because I'm having the same problem. I'm trying to record a Keynote presentation from the screen from my Macbook Pro, while using my iPad as my remote (so that I can read my slide notes without having to print them ALL out and make rustling noises as I turn pages.)

    About two slides in, there's a terrible lag.

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  • CraigS I, for one, do not have File Vault.

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  • One more message from me! This feed says that it's been answered...but what was the solution? I don't see it here...

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  • Denise Csaky we're still waiting for the solution. 

    I recommend you to open a ticket on Telestream Support

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  • Hello all, I probably have good news. I did tons of tests, and my last one was an SMC reset .

    After I did an SMC reset the ScreenFlow stop to reboot my MacBook Pro and I was able to record a 10 minutes video with FaceTime Camera + built-in mic + Desktop Record enable with no crash.

    Please, try and share the results here. I'm going to do more tests.

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

    Guilherme de Assis Brasil Thanks for that. Please, everyone, give that a go and report back to see if that fixes the issue.

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

    Denise Csaky When posting please include complete specs since support needs to track correlates so we understand the problem. Always include ScreenFlow version, macOS version, Mac model. People sometimes assume they have the same issue when it's only the same symptoms.

    The common elements are:
    ScreenFlow 8.2.2
    macOS Mojave
    2018 MBP.
    If you don't match the above you may not have the same issue which means the suggested solution may not work for you.

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  • CraigS Hi Craig, I have exactly the same specs as above. Thanks for asking! The iPad that I have is the new iPad Air. My Macbook Pro is also wired into the Internet--I don't use that on wifi.

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

    Denise Csaky Thanks for that. See if the SMC reset Guilheme posted, works.
    It would be interesting if that were the issue.

    Like 1
  • Hi Everyone - I was having the same issue and Rob from Telestream pointed me to this post.

    I did the SMC Reset and it's working fine for me now!

     

    JK

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

    Jeremy Kwok Thanks for confirming that.

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    • Brett L
    • Brett_L
    • 3 yrs ago
    • Reported - view

    Same issue... the SMC reset hasn't fixed the issue for us. As part of this troubleshooting effort, I spent time with AppleCare yesterday validating that I did the SMC reset correctly. I submitted a case with Telestream and bought premium support. I called in a few minutes ago and the woman answering the call said that the tech team was in a meeting and would call back later. Really tough spot... we rely on this software and our capital investment into a new computer, ScreenFlow upgrade and premium support has been the opposite of productive and fruitful.

    Like 1
    • CraigSModerator
    • Telestream Desktop Forum Moderator
    • CraigS
    • 3 yrs ago
    • Reported - view
    Brett L said:
    Same issue.

     Confirming ScreenFlow 8.2.2?
    Mojave?
    2018 MBP (13" or...?)?

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    • Brett L
    • Brett_L
    • 3 yrs ago
    • Reported - view

    8.2.2

    10.14.4

    2018 MBP - 13 - T2 chip, 4 thunderbolt 3 ports, 2.3 GHz Intel Core i5

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

    Brett L Thanks. that confirms everyone (so far) is using the 2018 13" MBP specifically. Interesting that SMC seems to be the fix for others but not you. Fill out the support ticket link Guilherme posted above and note that SMC reset didn't fix it for you. That means there's one more variable to this.

    Like 1
    • Brett L
    • Brett_L
    • 3 yrs ago
    • Reported - view

    CraigS Yeah... did that early this morning and bought premium support as well. My ticket is in the system... I've called in 2x this morning and have been told that someone would be getting back to us "as soon as possible". This software and new workstation are part of a time sensitive business initiative. We are currently trying to get our older machine with an earlier version of ScreenFlow going as "as soon as possible" isn't much help for our situation at present.

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

    Brett L Since it seems specific to one Mac model so far and it's a computer reboot, there may be a hardware tie in so the investigation may involve areas beyond software.

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    • Brett L
    • Brett_L
    • 3 yrs ago
    • Reported - view

    CraigS Could be true. Probably worth spending some time with our team as part of the premium support purchase (no call backs so far at 11:43am Pacific). And since there are thousands of these "Pro" units entering the marketplace (and accelerating)... could be working through this is something that Telestream will want to do in order to continue its positioning as exceptional screen recording solutions for new Macs. If I happen to be the canary... so be it, but I'm hoping your note here isn't a dismissal of attempting to try to sort this out.

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

    Brett L Let's try something interesting. Uninstall 8.2.2. Reboot the computer.
    Install 7.3.2 from this link under Previous Versions at the top. Don't worry if it's in demo mode as it's still fully functional. That will let us know if it's more generally hardware (specific model) or something tied to 8.2.2.

    Generally, the OS is protected from software crashes, it's nearly impossible for a program to crash the computer. That Facetime is involved rather than just desktop recording also points to hardware.

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    • Brett L
    • Brett_L
    • 3 yrs ago
    • Reported - view

    CraigS Just spent some helpful support time time with Abdul... we did a variety of things. He's recommending that we use SF 7 for recording and moving into 8 if/when we need the features in 8. I'll keep you posted on how that goes.

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

    Brett L So 7.x is working. That's an important clue.

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