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Created On: 4/22/2009 4:03 PM
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 4/22/2009 4:03 PM
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Posts: 54277
Joined: 4/4/2007

When reporting an issue please include:

Make sure you are using the current version of ScreenFlow first (see top of forum)

• Computer hardware including screen size
• OS version
• ScreenFlow version
• external devices recording from and how are they connected to computer
• Scratch disk setting in preferences if it's hard drive record or playback issue
• Free hard drive space
• Number of Monitors if more than one
• Complete Export settings if it's an export or encoded file playback issue
• Step by step workflow
• Source files used in your project.
• What you are recording.
• Sequence running time.
• Error messages if any
• Visual or auditory description of the issue. Attach screenshot if you think it will clarify.
• We may ask you for an exported file or a project file in some cases. We can provide FTP info if the file is over 10MB.

The more detail the better.

We endeavor to give you a fast and detailed response to your issues. Between the time you post, we ask the above questions, get a post back, analyze the issue and follow up, hours or longer can pass. Providing the above information when you first post a support issue means we can identify issues and move to a resolution much faster and more completely. We aim to resolve issues . . . faster.

Telestream Desktop Forum Moderator

Edited: 4/14/2016 at 3:39 PM by CraigS

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