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

Lens Studio Support

    1. Lens Studio Community
    2. Troubleshooting
    3. Troubleshooting Steps

    Clearing Credentials

    Clearing your cached credentials can help solve issues with publishing, the Asset Library, or accessing the My Lenses site. Note: you will need to log back into My Lenses before you can publish Lenses again.

     

    Steps for PC

    1. Close Lens Studio
    2. Open Credential Manager - Credential Manager can be found by typing "Credential Manager" into the Windows search bar
    3. Click Windows Credentials
      Credential_Manager.png
    4. Delete any entries starting with com.Snap.LensStudio by clicking on them and choosing Remove
    5. Re-open Lens Studio and verify if your issue persists

    Steps for Mac

    1. Close Lens Studio
    2. Open Keychain Access - Keychain Access can be found in Applications > Utilities > Keychain Access or by typing "Keychain Access" into Spotlight (⌘ + space)
    3. Right click any entry that starts with com.Snap.LensStudio and choose Delete
    4. Re-open Lens Studio and verify if your issue persists

    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!

    Back
    Next Next Next Submit Issue Got It