🙏 We're aware that this is happening and this is the top priority issue for us. We want this fixed as much as everyone else and kindly ask to not be an 🍑 with "+1" and "me too" here. If you want to help, please take a moment and provide the details that can help with nailing this down. All info below.

TO FIX THIS: Restart the app, open editor (rollover the recording and press second button), press Done to re-export. Also make sure you use the latest version and consider helping us with details! 👇

Unfortunately we don't know what's causing this and we can't reproduce the issue locally. Some users indicated that this happens when Mac runs on low battery. Some said that this happens when Mac awakes from sleep. There are reports that this happens after connecting an external monitor.

💡 The overall suspicion is that this has something to do with graphic processor being reconfigured and Gifox loosing touch with it. This goes in line with all three theories.

We very much need additional input with any hints and observations, especially if they confirm low battery / sleep / external monitor theories above:

⁉️ We need to figure out the exact steps to reproduce the issue to be able to understand out what is causing it.

1. Immediately after the export fails use sysdiagnose to create a detailed system report:
   a. Briefly press the following keys simultaneously to trigger a sysdiagnose from the Finder:
 
Command + Option + Shift + Control + Period (.). You should see the screen flashing briefly, which indicates the sysdiagnose has started gathering data.
   b. The sysdiagnose process can take 10 minutes to complete. Once finished, the folder /private/var/tmp should appear automatically in the Finder and the sysdiagnose file there will look similar to sysdiagnose_2020.08.13_08-37-52+….tar.gz.
   c. The generated file can be 300-400 MB in size and can contain some private details, so the best thing to do is to use a service like WeTransfer or anything else of your choice to send a link to team@gifox.io.
2. Send us the diagnostics data (library window > bottom-right menu button).
3. When the export fails don't quit the app and try:
   a. Open any earlier successful recording in the editor. Do you see the image or does it come out black? Can you play it?
   b. Press Done to re-export it, does the export succeed?
   c. Record a short video with the standard screen capture and import it into Gifox. Does the conversion succeed?
4. If you use external monitor: disconnect it and relaunch the app. Make a quick recording, reconnect it and make another recording. Disconnect it and make another recording. Did anything go wrong?
5. If you have any additional details or comments, please let us know!

✌️

Update Jul 19: This was significantly improved in version 2.2.1 but not fixed. Unfortunately, this won't be fixed in the upcoming 2.2.2 release either – the update is focused on better diagnostics for this issue and will deliver a few other improvements. Nevertheless, this is the top-priority task.

Update Aug 13: We've narrowed down the problem to a macOS system component and speaking with Apple technical support to find a solution. Unfortunately, there are no immediate workarounds and we need more detailed info for this to move forward. I've updated the steps above and would appreciate if you can provide the sysdiagnose data from #⁠1.

Update Aug 24: Please try the latest 2.2.3 release! 🤞