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Lens Studio crashes upon pressing new file or template.

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Cepukka
Snap Lens Network Member Lens Studio Team

Hello!

 

I have a problem with Lens Studio as said on the title. I have met the minimum requirements for the software.

My PC specs:

CPU: Intel i5 6400 4 cores 2.70GHZ

GPU: NVIDIA GeForce GTX 1060 6GB

RAM: 8GB

Monitor Size: 1920x1080

 

I even changed the default project location to folder in D: drive without any spaces. I don't know why this problem occurs. Please, if you can help me, then answer this post.

 

Thanks

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    Gabriel Cabrera (gabrielc4brera)
    Snap Lens Network Member Lens Studio Team

    I had the same problem, I reinstalled windows 10 in a partition and it worked

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    Kaitlyn Benitez-Strine
    Snap Lens Network Member Lens Studio Team

    Hey Cepukka,

    I see you changed the default project location to not have any spaces, but our system currently doesn't support non-english characters, which seems to be a reason for numerous "not-launching" cases. Does your computer username or a path to your installed Studio contain non-english characters? 

    Alternatively, this may be an issue with security on your machine. Can you try to run it as an administrator?

    Best,
    Kaitlyn

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    Cepukka
    Snap Lens Network Member Lens Studio Team

    Hey Kaitlyn,

    Yep! My path contains non-english characters. It seems a problem with European and Asians users.

    Running as an administrator didn't work either.

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    Kaitlyn Benitez-Strine
    Snap Lens Network Member Lens Studio Team

    Hey Cepukka,

    We are actively working to fix this bug as it does hinder a significant amount of our users from using Lens Studio as you noted. In the meantime the quicker fix is for you to adjust on your end, although it takes work to do so. Otherwise you will have to wait for the bug fix to come through.

    Best,
    Kaitlyn

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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?

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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