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Crash behavior during "open file" and "import" prompt.

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David Ellington
Snap Lens Network Member Lens Studio Team

I'm having an issue that causes Lens Studio to crash when I try to open a file (file>open) or import files into a project. If I try to do either of these things, It will bring up a blank explorer window and hang for a few seconds then everything associated with lens studio will disappear. No error message or anything. I've found my log file if that would be helpful. I've tried reinstalling, restarting, and launching as administrator. Not sure what else I could fiddle around with. Looking for suggestions. Thanks.

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    Natasha Weinstein
    Snap Lens Network Member Lens Studio Team

    Hi David,

    I'll reach out to you directly for some more information and we can get this resolved.

    Thanks,

    Natasha

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    Natasha Weinstein
    Snap Lens Network Member Lens Studio Team

    Hi David,

    We just released an updated version of the Studio that might fix your issue, please download the latest version of Lens Studio here.

    Cheers,

    Natasha

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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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