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App crashing

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ashley fletcher
Snap Lens Network Member Lens Studio Team

Hi,

I have a lens I'm working on and for some reason after a while it crashes the app.

Weirdly I get no errors in lens studio. 

I've kept an eye on ram usage etc. and it all seems to be fine.

Is there a way to get logs from the crash at all? It's pretty difficult to debug this one.

Thanks!

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    Kaitlyn Benitez-Strine
    Snap Lens Network Member Lens Studio Team
    • Edited

    Hey Ashley,

    We'd love to investigate this further. First off, do you have Windows or macOS system?

    If you have a Windows machine please:
    • Utilize the below three URLS to post your exact Windows version, and other system information such as CPU, GPU, etc.

    • Copy this text: %LOCALAPPDATA%\Snap\Lens Studio
    • Input that text into the “Type here to search” input field near the Start Button

    If you have a Mac please:
    • post your exact MacOS version, Memory and Graphics details by following the instructions here
    • Copy this text: open ~/Library/Preferences/Snap/Lens\ Studio/
    • Open the Terminal application by clicking on the magnifying glass icon in the upper right hand corner and searching for "Terminal"
    • Paste that text into the Terminal application
    • Click Enter

    After you followed the OS appropriate approach:
    1. Locate the "log" folder
    2. Zip/Compress it
    3. Locate the Log.txt file
    4. Send both back in this thread

    If comfortable sharing here, please send over your zipped project folder so we can take a  closer look. If you'd rather share privately, I can follow up offline too.

    Cheers,
    Kaitlyn

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    ashley fletcher
    Snap Lens Network Member Lens Studio Team

    Hi,

    Not sure if you've received it but I sent an email offline containing the details.

    Thanks

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    ashley fletcher
    Snap Lens Network Member Lens Studio Team


    So I think this might be the issue. The path in the logs has two slashes before textures. Yet in the logs just before it the paths don't. What does the invalid file warning actually mean? The videos play fine as well so it's pretty strange. 

    Having said that, I deleted all the videos out and I haven't managed to make it crash since. 

    Any thoughts?

    Thanks

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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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