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Lens Studio Support

    1. Lens Studio Community
    2. How To
    3. General

    How should I report bugs and crashes?

    We removed the “Report a Bug or Crash” button in this forum and the button was not reinstated in the new forum because Lens Studio has actually made it easier to report bugs and crashes within the tool!

    If you would like to make us aware of the issues you run into, please follow these instructions accordingly:

    • Crash - If the Lens Studio program suddenly quits, a ticket reporting dialog will pop up and a crash log file will be attached in that dialog. Please report the crash by:
      • Adding any information on how the crash happened to help us better detect the issue
    • Bug - If Lens Studio isn’t running as expected please report the issue in Lens Studio by:
      • Clicking the “Report an Issue” button in the bottom left corner of Lens Studio’s Start Screen or Clicking ‘Help > Report an Issue’ in the Lens Studio menu bar
      • Following the instructions in the pop up screen, entering your email address and a little bit of information of what the issue is.

    We're here to help! We just need a little bit of information...

    What system are you using?

    Have you downloaded the latest version of Lens Studio?

    Please download the latest version of Lens Studio. If you still run into this issue, please come back and report it!

    Is this issue causing Lens Studio to crash?

    What system do you run Lens Studio on?

    Version

    Graphics

    Follow the next steps to help us solve your issue:

    • Copy and paste this text into your TerminalCommand Window
      open ~/Library/Preferences/Snap/Lens\ Studio/ %LOCALAPPDATA%\Snap\Lens Studio Copy Text
    • Press ReturnEnter to run the command. The Lens Studio folder will automatically open
    • Prepare to upload your files: zip the "Log" Folder by right-clicking and choosing "compress."
      Locate the Log.txt file right above it.

      Attach a screenshot of the issue:

    Name:

    Email:

    What is this most relevant to?

    Please enter a brief description of your issue:

    Thanks for submitting this issue.

    Unfortunately, it's likely due to the operating system or hardware you're using – since they don't meet the system requirements for Lens Studio.

    Still, we hear you loud and clear, and are logging the issue in case there's ever a workaround we can provide!

    Minimum Requirements

    Operating System: Windows 10 (64 bit); MacOS 10.11+

    Hardware: Minimum of Intel Core i3 2.5Ghz or AMD Phenom II 2.6Ghz with 4 GB RAM; Intel HD Graphics 4000 / Nvidia GeForce 710 / AMD Radeon HD 6450 or better; screen resolution of 1280x768 or higher

    We'll try to resolve this issue as soon as possible. Thanks for letting us know about it!

    Keep an eye out for a followup email from us. We may have a couple more questions for you, or we might already have a solution to offer.

    Happy creating!

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