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Lens Studio crashes when trying to import a media file on new windows 10 update

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balta.mg
Snap Lens Network Member Lens Studio Team

i have been using Lens Studio perfectly for a couple weeks, but about an hour ago, i decided to update my computer to the last windows 10 version. when the update finished, i opened lens studio, and when i tapped on "From Files" to import a lookup table, suddenly, lens studio closes instantly after the file explorer pops up. i have been trying for a while whith restarting or shutting down the computer, but the problem is still there. i would like to get a solution to this problem if anyone knows. thanks

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    Vincent Tang
    Snap Lens Network Member Lens Studio Team

    Hey Balta.mg,

    Have you already tried reinstalling the latest version Lens Studio? If so, can you submit a ticket using Help > Report an Issue  so we can take a look at it?

    Cheers,
    Vincent

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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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