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Lens Studio Crashes after importing fbx file

  • I just tried downloading the model from the google drive. Specifically, I downloaded trump_lp_Rig.FBX. I then imported the object via File->Import and Lens Studio does not crash for me. The character is rotated a bit weirdly which you can correct in the transform. But, it doesn't crash. So, I likely am going to need some additional information. 

    Which file specfically are you downloading and importing?

    Also, can you please share me your logs? To do this, follow:

    for Windows - in “Type here to search” input field near Start Button type string below and click Enter.
    %LOCALAPPDATA%\Snap\Lens Studio

    for macOS - open Terminal app, paste string below and click Enter
    open ~/Library/Preferences/Snap/Lens\ Studio/   

    Locate the "log" folder, zip it and send to

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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!