The forum on this site is closed for new comments and posts. Continue the conversation in the new forum, and learn more here.

Problem with Shortcut

  • Hello Brittany,

    Can you take a screenshot of what you see?

    Comment actions Permalink
  • Comment actions Permalink
  • Ah,you got that one.

    Do you know where you installed Lens Studio at your computer?

    If so, locate it, and you will find Lens studio.exe

    You can then, right click and make a shortcut there.

    Let me know if you don't know where you installed it, and i will go into details how to find it.

    Comment actions Permalink
  • I located where I installed it but I don't see the Lens Studio.exe in any of the files

    Comment actions Permalink
  • Strange, Do you have any anti-virus on the computer? 

    If so, which one?

    It might have looked at lens studio as a threat and removed it. This happens to lot of people.

    Comment actions Permalink
  • It looks like there is Micro Security Agent/Windows Defender on the computer

    Comment actions Permalink
  • I am not familiar with Micro Security Agent, Do you know if there's a way to add programs to whitelist? 

     

    I know you can do it on windows defender.

    Comment actions Permalink
  • I think I added it, the shortcut disappeared completely once I did. Do you think I would have to reinstall?

    Comment actions Permalink
  • You will need to reinstall.

    Did you get any pop ups alert from any of the anti-virus?

    Comment actions Permalink
  • I reinstalled and it crashed again, then I got this pop-up alert.

    Comment actions Permalink
  • Here's a guide how to restore the file your anti-virus deleted.

    https://success.trendmicro.com/solution/1055441-restoring-quarantined-files-in-worry-free-business-security-wfbs

     

    If you didn't pay for anti-virus, i recommend using Malwarebytes

    https://www.malwarebytes.com/

    Comment actions Permalink
  • Thanks for your helpful responses n-mikael! How did n-mikael's solution work for you Brittany? If the problem persists, please let us know by submitting this bug/crash form

    Cheers,

    Neha 

    Comment actions Permalink
  • I believe the solution would've worked, although it was beyond my knowledge so I had IT help.  They were unable to solve the issue, therefore I just downloaded the software on a different computer instead.  Though the other computer has the same antivirus software it didn't block it this time, strange.

    Comment actions Permalink
  • Hi Brittany, 

    Good to know! We'll keep this in mind incase another user has the same issue. 

    Cheers,

    Neha

    Comment actions Permalink

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!