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
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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!
Hey Dominic,
Thanks for informing the community about this issue. What version of MacOS do you have? Are you seeing any error messages? Can you provide any screenshots about what you're seeing? And can you explain out the steps of what you're trying to do to launch the Studio?
Best,
Kaitlyn
hi Kaitlyn. I am running El Capitan, 10.11.6
when i launch it opens, then closes right away, and it comes up a page that says lens studio quit unexpectedly and then alot of code. I go to my finder, go to lens, and press open and this is what happens
i meet the requirements also.
Hey Dominic,
Thanks for explaining what you're seeing. I went ahead and made a ticket for you since you meet all of the hardware and system requirements laid out in the FAQ, but are still running into this issue.
I'll follow up with additional questions in the other chat.
Cheers,
Kaitlyn
how do i access the chat?
Hey Dominic,
You should have received an email from Zendesk regarding the "Lens studio wont open" issue. Please check spam if you don't already see it in your inbox.
Thanks,
Kaitlyn
I am having the exact same issue- I def meet all the requirements.
When I install it, it opens but then instantly freezes and must be force closed. When I try to reopen it again, it will not open and just stops responding.
Also the email address under the support "I don't see my question listed" is a dead email link: Both lensstudio-support@snap.com and lensstudio-bug-report@snap.com will not accept emails.
Thank you for your help.
Joe
Hey Joe,
Thanks for reporting your issue to the community. We're working hard to fix these problems you're facing while running the Studio. To further speed up the process I created a ticket for you as well to diagnose the problem.
Also good catch with that email. The correct email is: lensstudio-support@snapchat.com. Out of curiosity, where did you find that other email address to report to?
Best,
Kaitlyn
It’s the email address hidden behind the link, so when a user clicks on the email in that support question it opens up a new email and populates that email address.
I am also having an issue opening the software. I am running windows 10 and meet all other requirements. Whenever I open it, it says "detected issues, microsoft is looking for a solution". I have deleted the program and redownloaded it and even scanned and can find no issues. Help?
Hey Maneonthebeat,
I'll follow up with you as well on another thread shortly.
Best,
Kaitlyn
thank you
The same is happening for me :(
Hey Tjaz,
I'll follow up with you as well!
Best,
Kaitlyn
I'm also having this issue :(
Hey Miguel,
Does your computer username or a path to your installed Studio contain non-english characters? Our system currently doesn't support non-english characters so this seems to be a reason for numerous "not-launching" cases.
Alternatively, this could be an issue with security on your machine. Can you try to run it as an administrator?
Let me know how that goes.
Thanks,
Kaitlyn
mine wont open even when i restart my pc
Hey Mr Jibbs,
The same questions I asked of Miguel I would ask of you too. Does your path filename to Lens Studio by chance contain non-English characters? And can you try running Lens Studio as an administrator?
Thanks,
Kaitlyn
I'm having the same problem. I'm on OS X 10.10.5
Hey Jonathan,
Have you tried downloading the latest Lens Studio version here yet?
Best,
Kaitlyn
When I downloaded the latest version, it downloaded then I clicked through the process and it said “it looks like lens studio is currently running. Please close all instances of lens studio then click ok to continue installation or cancel to exit” however there are no more applications open with lens studio? I tried opening with administrator but it did the same ? Help
If you're on windows try open task manager, and go to details. Find Lens Studio and exit all trees.
If you're not comfortable touching task manager, try ask someone in your family that knows computer
Or try uninstalling and reinstalling lens studio again
You can also check if theres any updates on your computer
What version of Windows do you run?
Windows 10?
Hi, I meet all of the requirements to download Lens Studio. It wont let me launch it and it says that it quit unexpectedly. Please help!
hello i'm have a problem much the same i open the software and it says:
lens studio quit unexpectedly
Click Reopen to open the application again. Click Report to see more detailed information and send a report to Apple.
i've tried re installing and restarting and opening with