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
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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:
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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!
Hey Hayo,
Can you share a screenshot or explain a bit more about your problem?
Thanks,
Kaitlyn
How do I add a screenshot?
I dont know how else to explain it
Hey Hayo,
If you're on a computer you should have the option to add an image within the text box for responding.
Otherwise you can describe what that site is telling you to download? What is that site it goes to?
Thanks,
Kaitlyn
I'm on my phone so I'll try and explain it more: whenever I click on "scan from camera roll" a page pops up, It doesn't tell me the url but the top right corner says "snap inc." And the words "brand guidelines" is in big bold letters and under that it says "download" I hope that helps.
Hey Hayo,
Looks like this a question for our Snapchat Support team. Please go here for more information: https://support.snapchat.com/
Best,
Kaitlyn