ActivePresenter icon was not responding, and I need to save the recording

At the end of the recording I needed to save the recording but with any form of click/double click with any mouse button the icon wasn’t responding, so I was forced to close it with ctrl+alt+del. But when I opened again there was no recording. I need to recover it and save it as an .mp4 file.

This is the log file:

Hi Mark,

We have checked the log file you sent and found that there is no unusual error in general.
The issue you mention happened once while you were trying to record additionally in a project.
Therefore, in this case, kindly try finding the video and audio files in these folder paths:

If there are video, or audio files here, you can copy them to another folder and open them with ActivePresenter for editing.
Otherwise, there is no way to recover your video, unfortunately.

Let me know how it goes.

Quynh Anh

Hi, yes both files are there. I copied them to the desktop.
The mp4 file is 264MB, it doesn’t play with any media player and if I open it with active presenter it’s 3 seconds long and all white background.
The wav file is 640MB, it’s 00:58:16 long (so it looks like it has the whole registration) and if I open it on VLC or Media Player Classic, it opens it as a video, which is long almost 1 hour, however it’s stuck to the first frame during the whole play and there is no audio.
I tried renaming it from .wav to .mp4 for opening it with active presenter but it does the same thing from the mp4: 3 seconds long video, white background, no sound