Basic Troubleshooting Steps for IMVU Studio

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TABLE OF CONTENTS

• Clear Cache and Reinstall IMVU Studio
• Studio Not Launching Properly (Mac Only)
• WebGL Context Error Troubleshooting
• Running IMVU Studio as Admin or Administrator
• Turning-Off Antivirus and Firewall
• Setting Default Avatar Outfit and Adjusting Room Kb Weight
• Checking Internet Connection
• Other troubleshooting articles you may need:

As an IMVU Creator, IMVU Studio would be your greatest ally! But what could you do if it glitches out?. Don't worry! Below are a few steps to help get things running smoothly for you.

If you are on a Windows computer and experiencing a white or gray infinite loading screen like this:

We recommend deleting the IMVU Studio cache and reinstalling the app. This can be done manually by following these steps based on your operating system:

Clear Cache and Reinstall IMVU Studio

Windows

Step 1. Uninstall the app with the Studio Uninstaller.

• Click the Windows Start button and type Add or remove programs in Windows Search.

• Click on Add or remove programs

• In the search field under Apps & features type imvu-studio

• Click on the imvu-studio app and then click Uninstall
  

Step 2. Copy your IMVU Studio Projects folder to another location such as Desktop. The IMVU Studio Projects folder can be found in your Documents folder.

• It is VERY IMPORTANT that you make a copy of the IMVU Studio Projects so you do not lose any of your unpublished Drafts (work in progress).

• You can copy individual projects or all of them back after the Studio installation.  

Step 3. Delete the IMVU Studio Projects in your Documents folder.

Step 4. Delete the IMVU Studio App data.

• Start the Run command by pressing the keys Windows + R

• In the Run command dialog type %userprofile%\AppData\Roaming and press Enter.

• This should open a File Explorer window

• Select the imvu-studio and IMVU Studio (Windows) folders and delete them.

• Start the Run command again by pressing the keys Windows + R

• In the Run command dialog type %userprofile%\AppData\Local and press Enter.

• Select the IMVU-studio folder and delete it.

Step 5. Download a fresh copy of the Studio app here: https://create.imvu.com/imvu-studio-download/#downloads

Note: Every step given above is important. Make sure to follow them accordingly!

Mac

Clear Cache 

Step 1. Open Finder and click on Go in the menu bar and select Library (NOTE: You may have to press and hold the ‘Option’ key (⌥) to have Library show up)

Step 2. Open the folder Application Support

Step 3. Select and delete the folder: Imvu-studio

Step 4. Go back to the Library folder and open the folder Logs

Step 5. Select and delete the files:

• imvu-studio.log

• imvu-studio-last.log

• imvu-studio.main.log

• imvu-studio-last.main.log

Uninstall and Reinstall the App

Step 1. Open Applications

Step 2. Drag and drop IMVU Studio to the Trash

Step 3. Download a fresh copy of the Studio app here: https://create.imvu.com/imvu-studio-download/#downloads

Note: Every step given above is important. Make sure to follow them accordingly!

Studio Not Launching Properly (Mac Only)

If you are launching IMVU Studio on a Mac and the application appears in the dock but does not open a window, please try the following steps: 

Step 1. Make sure you force quit IMVU Studio if it is still open.

Step 2. Go to Finder > Applications> Utilities

Step 3. Open the Terminal application

Step 4. Type or paste this command within the terminal and press Enter: cd ~/Library/Preferences

Step 5. Type or paste this command within the terminal and press Enter: rm com.imvu.studio.*

Step 6. Relaunch IMVU Studio.

WebGL Context Error Troubleshooting

If you get a WebGL context error while using IMVU Studio, you may not have WebGL enabled. WebGL is enabled through your web browser and is typically enabled by default on most modern browsers. We recommend using Chrome.

You can check that WebGL is enabled by typing chrome://gpu/ in the URL bar and pressing 'enter.' You should see listed "WebGL2: Hardware accelerated". If you do not see this, make sure "Use graphics acceleration when available" is turned on under Chrome settings. You can do this by typing  chrome://settings/system in the URL bar and pressing 'enter.' You will need to restart Chrome if you turn it on.

You can also visit this website to check if WebGL is working correctly: https://get.webgl.org/.

Running IMVU Studio as Admin or Administrator

Step 1. Right click on the icon for IMVU Studio, then select “Properties”. 

Step 2. Click the Compatibility Tab.

Step 3. Select the “Run As Administrator” option near the bottom of the tab. Afterwards, press “Apply” then “Okay.”

Step 4. Restart the IMVU Studio app with this new setting.

Turning-Off Antivirus and Firewall

If you feel comfortable, you may also temporarily disable your Antivirus / Security then try to access the IMVU Studio app to see if it works. If this proves to help, you will need to make changes inside your security software to give full Internet access to IMVU Studio. 

Note: This process will be different for each Security Software you use. 

Reminder: Temporarily disabling the Security Software or Firewall (or both) is a quick and easy way to check if these apps cause the problem. To remain safe as you browse the Internet, do not continue to run your PC without some type of protection! You may always create exceptions for IMVU Studio depending on the software you are using.

Setting Default Avatar Outfit and Adjusting Room Kb Weight

Set your avatar's default outfit to something with low kb, or something very lightweight. You could even set the avatar to an empty male or female avatar wearing nothing but your GA skin. Do this in the Classic Client (or the new Desktop), then open Studio again.

Also, the Default Room you have set in the Studio may have an effect on how the app loads. The complete uninstall and removal of all hidden folders as listed above should set the default Studio Room back to the low-kb White Room. You may check this on a PC or laptop with a working instance of IMVU Studio. The preference for the default room in IMVU Studio is also listed in the Menu under File > Preferences > Default Room.

If you change this Default Room and the problem recurs after you launch IMVU Studio, you will need to do the complete uninstall and reinstall again. If you change Avatar Outfits and issues recur, don't use the same default Room or Avatar Outfit (whichever the cause may be).

Checking Internet Connection

Test your PC's Internet speed. Compare the results with other devices in your location, to see if they are similar. You may use a free website such as SpeedTest.net (https://speedtest.net) to compare the upload, download and ping speeds between your connected devices (laptops, PCs, mobile devices). It is possible one device could have a fast connection while hard-wired, while others on a  wireless connection may have more latency. This can cause issues running the Studio app, and the speed test should give good information for troubleshooting. Mobile speed test apps are also available.

If you have only one device with the issue and no other to compare it to, you may also use the TraceRoute test to IMVU Servers as described in this help article. If you have one device working and one that is not, this is not necessary. A working app means the location has good server routing to IMVU servers through the Internet.