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 Ryan,
Have you successfully pushed Lenses to your device before? If that was the first Lens you attempted to push, is it possible your Lens might have been pushing the memory consumption limit? Lens Studio's limit for memory consumption is a maximum of 120 MB RAM memory. The optimal RAM memory we recommend is under 100 MB and you can check memory consumption by pushing your Lens to device and clicking on the settings button as described in this guide. You can see all performance requirements in this guide here.
If you do meet all of the performance requirements, which version of Lens Studio are you running? Have you downloaded the latest version of Lens Studio here yet? Are there any error messages popping up?
Finally, if you already have downloaded the latest version and the problem persists, please follow the OS appropriate approach:
If you have a Windows machine, please post your exact Windows version, as described here and other system information such as CPU, GPU, etc. (which you can find out by following these instructions for system information and these for graphic card specifications).
If you have a Mac, please post your exact MacOS version, Memory and Graphics details by following the instructions here.
We will try to resolve this problem as soon as possible, but first need your help in sending us the specifics of your machine.
Thanks,
Kaitlyn