Problems to use the program

ActivePresenter Support Questions
1

Problem: I cannot use the program because it always crashes after I start capturing the screen.

ActivePresenter Version: Free version. I downloaded the program today. It’s my first trial.

OS: Sierra last version

Notes: I am trying to use the Smart Capture

2

Hi,

We have checked with macOS Serria and macOS High Serria but it works fine in our tests. Can you please share the log of ActivePresenter so we can analyze further. To view the log, click ACTIVEPRESENTER > Preferences…> Miscellaneous > View Log.

Regards,

3

Sure.

2017-12-13 19:16:12: ActivePresenter 6.1.4 (Release Build: 2017.11.24) started
OS: Mac OS X (Darwin 16.7.0 x86_64). Version: 10.12 - 64 bit
CPU Count: 8
Computer Name: Mac-mini.local. Memory: 16,376 MB. Available: 2,825 MB
Project Location: /Users/Soul/Documents/ActivePresenter/
Disk Space: 189,495 MB (Free: 44,160 MB)
2017-12-13 19:16:12: TempDir: /Users/Soul/Library/Application Support/ActivePresenter/temp
2017-12-13 19:16:52: flt sample format is not supported, s16 will be used
2017-12-13 19:16:52: Preparing to record audio from: Built-in Microph. Channel: 2. Sample rate: 44100. Sample Format: 8
2017-12-13 19:16:59: Start capturing. Mode: Full motion. Method: 0. Capture Size: (2560, 1080)
2017-12-13 19:16:59: Video Codec: flashsv. Expecting FPS: 30.00
2017-12-13 19:16:59: Video will be recorded to: /Users/Soul/Documents/ActivePresenter/Untitled_tempdir/video_20171213_19-16-59.mkv
2017-12-13 19:16:59: flt sample format is not supported, s16 will be used
2017-12-13 19:16:59: Audio will be recorded to: /Users/Soul/Documents/ActivePresenter/Untitled_tempdir/audio_20171213_19-16-59.wav
2017-12-13 19:16:59: Preparing to record audio from: Built-in Microph. Channel: 2. Sample rate: 44100. Sample Format: 8
4

We need entire the log file. If it is too long to paste here, please send it to support@atomisystems.com.

Regards,

5

Sorry about that. I thought you need only the error messages. Here it goes:

================================
2017-12-13 19:03:54: ActivePresenter 6.1.4 (Release Build: 2017.11.24) started
OS: Mac OS X (Darwin 16.7.0 x86_64). Version: 10.12 - 64 bit
CPU Count: 8
Computer Name: Mac-mini.local. Memory: 16,376 MB. Available: 3,940 MB
Project Location: /Users/Soul/Documents/ActivePresenter/
Disk Space: 189,495 MB (Free: 44,190 MB)
2017-12-13 19:03:54: TempDir: /Users/Soul/Library/Application Support/ActivePresenter/temp
2017-12-13 19:04:16: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (2560, 1080)

================================
2017-12-13 19:10:49: ActivePresenter 6.1.4 (Release Build: 2017.11.24) started
OS: Mac OS X (Darwin 16.7.0 x86_64). Version: 10.12 - 64 bit
CPU Count: 8
Computer Name: Mac-mini.local. Memory: 16,373 MB. Available: 3,427 MB
Project Location: /Users/Soul/Documents/ActivePresenter/
Disk Space: 189,495 MB (Free: 44,164 MB)
2017-12-13 19:10:49: TempDir: /Users/Soul/Library/Application Support/ActivePresenter/temp
2017-12-13 19:12:08: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (2560, 1080)

================================
2017-12-13 19:16:12: ActivePresenter 6.1.4 (Release Build: 2017.11.24) started
OS: Mac OS X (Darwin 16.7.0 x86_64). Version: 10.12 - 64 bit
CPU Count: 8
Computer Name: Mac-mini.local. Memory: 16,376 MB. Available: 2,825 MB
Project Location: /Users/Soul/Documents/ActivePresenter/
Disk Space: 189,495 MB (Free: 44,160 MB)
2017-12-13 19:16:12: TempDir: /Users/Soul/Library/Application Support/ActivePresenter/temp
2017-12-13 19:16:52: flt sample format is not supported, s16 will be used
2017-12-13 19:16:52: Preparing to record audio from: Built-in Microph. Channel: 2. Sample rate: 44100. Sample Format: 8
2017-12-13 19:16:59: Start capturing. Mode: Full motion. Method: 0. Capture Size: (2560, 1080)
2017-12-13 19:16:59: Video Codec: flashsv. Expecting FPS: 30.00
2017-12-13 19:16:59: Video will be recorded to: /Users/Soul/Documents/ActivePresenter/Untitled_tempdir/video_20171213_19-16-59.mkv
2017-12-13 19:16:59: flt sample format is not supported, s16 will be used
2017-12-13 19:16:59: Audio will be recorded to: /Users/Soul/Documents/ActivePresenter/Untitled_tempdir/audio_20171213_19-16-59.wav
2017-12-13 19:16:59: Preparing to record audio from: Built-in Microph. Channel: 2. Sample rate: 44100. Sample Format: 8

================================
2017-12-14 07:15:30: ActivePresenter 6.1.4 (Release Build: 2017.11.24) started
OS: Mac OS X (Darwin 16.7.0 x86_64). Version: 10.12 - 64 bit
CPU Count: 8
Computer Name: Mac-mini.local. Memory: 16,315 MB. Available: 3,086 MB
Project Location: /Users/Soul/Documents/ActivePresenter/
Disk Space: 189,495 MB (Free: 44,102 MB)
2017-12-14 07:15:30: TempDir: /Users/Soul/Library/Application Support/ActivePresenter/temp
2017-12-14 07:19:05: ActivePresenter 6.1.4 (Release Build: 2017.11.24) shut down


================================
2017-12-14 08:03:36: ActivePresenter 6.1.4 (Release Build: 2017.11.24) started
OS: Mac OS X (Darwin 16.7.0 x86_64). Version: 10.12 - 64 bit
CPU Count: 8
Computer Name: Mac-mini.local. Memory: 16,000 MB. Available: 1,346 MB
Project Location: /Users/Soul/Documents/ActivePresenter/
Disk Space: 189,495 MB (Free: 46,090 MB)
2017-12-14 08:03:36: TempDir: /Users/Soul/Library/Application Support/ActivePresenter/temp
6

Unfortunately, we still couldn’t find any clue from the log. Can you please let us known is there any other message shown up when the program crashes? Please also try to record with a smaller dimension (such as 1280x720) to see if it works or not?

Regards,

7

No. The app just stops working.

I was already capturing the screen in this resolution (1280x720)

8

So it may be a conflict issue with another app on your machine. Something that has interfered and prevented ActivePresenter from recording.

Regards,