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!
Is there a way to download the previous version, please?
Hey Steve,
Happy to look into why the new version is crashing on your machine. I'll follow up offline with you now.
Best,
Kaitlyn
Are you importing mp4 videos? Because I am having the same crash behavior when importing my mp4 videos. (I mean I have only used mp4s idk about other types)
Yes
Yes for me he crashed but i don't importing mp4 videos !
Can you help me ?
I have sent all the info requested to the support ticket on Wednesday, but I have yet to get a response. I understand it can take time to fix issues like this, but can I please get a link to download the previous version in the meantime? This is affecting an important deadline for us.
Hi Steve, I followed up with you offline. Let me know how that goes.
Redyz and Apoc, I'm happy to follow up with you as well.
Talk soon,
Kaitlyn
So far so good with the fix. Thanks!