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Lens Studio Crashes when importing file

  • Hey Sheila, 

    I wanted to let you know we are actively looking into this issue and will come back if we need additional information to help fix the problem.


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  • Wondering if this issue was ever solved?  I was about to try this, but not going to waste my time if it is a lost cause.  

    I also have an avatar of myself in .fbx format that I use inside of High Fidelity in VR, and I was able to successfully import it, but the textures wouldn't come over.  They were just the pink/black checkers. 

    I'd like some guidance on this.  My email is ... But yeah!  I would like to see a successful integration of a Mixamo character into Lens Studio.  I know they can get low enough poly to be imported.

    sorry for hijacking the thread, feel free to reach out to me directly.  Thanks!  

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  • I have the exact same issue as Topher. For models I've made myself or downloaded from the internet. Their texture never gets imported properly and they're always pink/black. Sucks

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  • Hello Topher,

    I explained the problem in another thread here.







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  • Hey Everyone,

    We have since improved Lens Studio to allow for easier FBX export from popular libraries including Mixamo.

    If you haven't already, please do download the latest version of Lens Studio here and let me know if you're still running into issues working with Mixamo exports.


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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?



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:



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!