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Lens Studio wont open

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Max Freytag
Snap Lens Network Member Lens Studio Team

Hi there,

I was trying to get into Lens Studio on Win 10 but it wont open. It does show up in Task Manager and won't close on itself. My PC does meet all the requirements.

I tried reinstall, other Drive, Run as Admin.

Wait Chain says "running normal".

Any help would be appreciated!

Cheers, Max

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    Vincent Tang
    Snap Lens Network Member Lens Studio Team
    • Edited

    Hey Max Freytag,

    Can you try clearing your cache? That usually solves these issues.

    Cheers,
    Vincent

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    Max Freytag
    Snap Lens Network Member Lens Studio Team

    It somehow says I'm not authorized to see that cache link 😅 Vincent Tang I'm definitely logged int though. If that's not an actual link, how do I clear my cache?

    Thanks :)

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    Vincent Tang
    Snap Lens Network Member Lens Studio Team

    Hey Max Freytag,

    Oops... I forgot to make that article visible 😳.

    Go ahead and try now.

    Cheers,
    Vincent

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    Permanently deleted user
    Snap Lens Network Member Lens Studio Team

    Use CC Cleaner for clearing the browser cache and history, sometimes it causes issues. 

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    Max Freytag
    Snap Lens Network Member Lens Studio Team

    Hey Vincent Tang, sorry for the late reply.

    In neither of the two folders (local and normal appdata) exists a snap folder. Therefore there is no Lens Studio Folder I could delete aswell :/

    What else can I do? Or is this the problem itself ^^

    Cheers,

    Max

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    Vincent Tang
    Snap Lens Network Member Lens Studio Team

    Hey Max Freytag,

    Interesting... can you do me a favor and create a dump file and send it to lensstudio-support@snapchat.com. I can have an engineer take a look once I have that.

    Once you can see the hung process in Task Manager, right-click on the process and select "Create dump" to write a full dump of this process.  Dump files created by Task Manager are typically written to the TEMP directory of the user who is running Task Manager, e.g. "C:\Users\<username>\AppData\Local\Temp\"

    Cheers,
    Vincent

     

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    Max Freytag
    Snap Lens Network Member Lens Studio Team

    Thanks Vincent Tang! The file is over 300mb in size though, can I send a onedrive link?

    Max

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    Vincent Tang
    Snap Lens Network Member Lens Studio Team

    Hey Max Freytag,

    That would be fine.

    Cheers,
    Vincent

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    Max Freytag
    Snap Lens Network Member Lens Studio Team

    Done (☞ﾟヮﾟ)☞

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    Max Freytag
    Snap Lens Network Member Lens Studio Team

    So for anybody else, I had a bug which will soon be resolved. (https://bugreports.qt.io/browse/QTBUG-87350)

    The problem has to do with what you can see in the screenshot. Decimal and digit grouping symbol need to be different. Otherwise Lens Studio wont start (as of Version 4.1 based on Qt 14.2).

    Change one of those to a dot and Lens Studio will start as it should.

    Thanks Vincent Tang for the help!

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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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