Troubleshooting

Extended Functionality 🧰

Framerate Cap and Bitrate Cap

the framerate cap and bitrate cap options under the tools menu can help improve syncing performance and syncing time on lower end systems.

Enabling Auto Updates

Auto Updates can be enabled via the file -> preferences menu. As of update 1.0.1 automatic updates are disabled by default.

Known Bugs 🐛

Forcing Looking Glass Studio to use the Dedicated Graphics Card

While Looking Glass Studio should automatically choose the dedicated graphics card on your system there are cases where it is unable to do so. To force Looking Glass Studio to use your dedicated graphics card, open windows settings -> graphics settings and choose Looking Glass Studio from the drop down menu. You can find the Looking Glass Studio.exe file at the following path.

Make sure to use the LookingGlassStudio.exe in the LookingGlassStudio/app-1.xfolder.

C:\Users\[username]\AppData\Local\LookingGlassStudio\app-[version]\LookingGLassStudio.exe

Crashes on launch

There are a few known cases where Looking Glass Studio will be unable to launch. If this happens to you try adjusting the GPU via the above tip. If Looking Glass Studio still crashes after changing that please contact us at [e-mail] and submit a bug report.

Glitches in synced content

If you encounter glitches in synced content please ensure that your system is using the dedicated graphics card or try adjusting the bitrate and frame rate options. If you're still encountering glitches after that please contact us at [e-mail] and submit a bug report.

Crashes on startup in Japanese

This is now fixed as of Looking Glass Studio version 1.1.2. Please ensure you're running the latest version of Looking Glass Studio.

In prior versions of Looking Glass Studio there was an issue that led to a crash on startup on Windows 10 systems that use Japanese characters with Unicode in the file-path. We resolved this issue in Looking Glass Studio 1.1.2. You can download the latest version from our website.

Portrait Photos from select Android Phones import in the wrong orientation

This can occur due to some phones writing orientation data in a non-standard format. The easiest way to remedy this currently is to open the photo in a desktop photo viewer and save it again. This should fix the orientation meta-data and allow Looking Glass Studio to import it properly.

Syncing Issues on AMD GPUs

This is now fixed with the release of Looking Glass Studio 1.3.5. Please ensure you're using the latest version of Looking Glass Studio.

In prior versions of Looking Glass Studio there were incompatibilities with AMD GPUs. Please use a version 1.3.5 or newer of Looking Glass Studio.

Work arounds 👷‍♀️

Syncing without the portrait connected to USB

If you are unable to power the portrait via the USB-C cable plugged in to your computer you can still sync to your portrait but it will take a few steps.

1. Plug the portrait into your computer but don't power it on.

2. Open the LKG drive that shows up in finder or in file explorer.

3. Copy the LKG_Calibration folder to the root of a separate USB drive or disk.

4. Unplug the portrait from your computer, and plug the USB-C cable into the provided power brick.

5. Ensure the HDMI cable is still connected to the computer and boot the portrait into desktop mode.

6. Open Looking Glass Studio and import your content.

7. Once you've got your content in Looking Glass Studio you can press "sync playlist." This will take some time and will write the files to the location where you copied the LKG_Calibration folder to.

8. Once the files have finished syncing. Power down the Looking Glass Portrait and plug the USB-C cable back into your computer. Copy the synced files, playlist.json and playlist.m3u to your device.

9. When you reboot the device into stand alone mode you should see your holograms there.

Syncing without HDMI connected

You can't currently sync to the Looking Glass Portrait without the HDMI connected.

Backing up your playlists

While Looking Glass Studio doesn't have support for multiple playlists currently, you can back up playlists by copying the folder in documents/Looking Glass Studio and renaming it. Looking Glass Studio will only read playlist items from the New_Playlist folder.

Multiple playlists on Looking Glass Portrait's stand alone mode

Official support for multiple playlists are currently on our roadmap. The following work around will explain how to switch between playlists without syncing. The playlists on Looking Glass Portrait are controlled by the `playlist.json` and Playlist.m3u files which are written when you sync your playlist in Looking Glass Studio.

If you want to switch between playlists there are a few ways to do this currently:

• Delete the playlist.json and playlist.m3u the Looking Glass Portrait will playback the files in alphabetical order.

• To switch between specific playlists you can copy the playlist.json and playlist.m3u file from your Looking Glass and save them on your computer. If you sync new content in Looking Glass Studio it will then make a new playlist.json and playlist.m3u file, which you can then replace with the old one manually via finder on mac or in file explorer on windows.

Looking Glass Studio is unresponsive on Dell Alienware systems

Some Dell Alienware machines come with a preinstalled software called "Nahimic" which can mess with graphics drivers and other applications. In order to use Looking Glass applications you'll need to disable or uninstall this software. To do this you can follow the instructions here:

Click the Windows icon

• Type services

• Right click Services app

• Click Run as administrator

• Scroll down to Nahimic

• Right click for Properties

• Change Startup type to Disabled to stop the service

• Click Apply- OK

Hacks 👨‍💻

This section is reserved for those looking to make custom modifications to their playlist files, this approach can be prone to user error, typos etc. Please use with caution.

Manually Editing your playlist files

Part of the syncing process includes writing a playlist.m3u and aplaylist.json file to your Looking Glass. These files control which order your Looking Glass will load content in, and which content will be able to be played back in stand alone mode.

Removing the playlist.m3u file will cause all content on your Looking Glass to play in alphabetical order.

The video player on your Looking Glass only uses playlist.m3u to determine the order of playback. You do not need to edit the playlist.json file as this is solely used to determine if holograms have already been synced.

Playlist.m3u

The playlist.m3u file is what your Looking Glass Portrait reads as the official playlist. It is organized in the following manner:

hologram1.mp4
hologram4.mp4
hologram2.mp4
hologram5.mp4

The playlist.m3u file is a single item per line file which refers directly to the synced/encoded holograms on your Looking Glass Portrait. To add a hologram that's already on your Looking Glass Portrait, but not present in the playlist file you must use the full file name and extension of the file. You should only point to .mp4 files encoded by Looking Glass Studio for proper playback support.

playlist.json

The playlist.json file allows Looking Glass Studio to read which files have been synced to your Looking Glass and determine if the files have changed or need to be synced again. It is organized as an array in the following format:

 [
   {
   "filename": "hologram1.png",
   "last_updated": "Wed Sep 15 12:06:40 2021",
   "needs_sync": false
   },
   {
   "filename": "hologram2.png",
   "last_updated": "Wed Sep 15 12:06:40 2021",
   "needs_sync": false
   }
 ]

Recovery 🧑‍⚕️

Oops I've erased all my files on my Looking Glass!

Your hologram files are stored in two locations. The raw, uncompressed holograms are stored in Documents/HoloPlayStudio/New Playlist. The encoded holograms are written to your Looking Glass Portrait during the syncing process. If you've just removed the video files, hitting "sync playlist" again will re-encode them onto your Looking Glass.

If you've removed ALL the files from your looking glass, send an email to our support team ([e-mail])and include your device's serial number. This will be a short code on the back of the device that starts with lkg- Your serial number is not the same as your order number. Our support team will promptly send you a few of the important files you need on your Looking Glass Portrait, and you'll be back up and running in no time.

I've accidentally formatted my Looking Glass' storage drive.

Send an email to our support team and include your device's serial number. This will be a short code on the back of the device that starts with lkg- Your serial number is not the same as your order number. Our support team will promptly send you a few of the important files you need on your Looking Glass.

Ensure the Looking Glass Portrait's storage drive is formatted as fat32 using a different format will cause the device to not be able to display holograms.

We'd love to hear your suggestions ❤️

You can provide us with feedback or feature requests at our feedback forum or reach out to the team on discord!

If you're having issues with Looking Glass Studio that you weren't able to resolve on this page you can reach us at [e-mail].