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 Carly,
Since your Lens was approved I'm assuming your zipped Lens size was under the file size requirements of 4MB, and your memory consumption is at or below 120MB RAM. The optimal RAM memory we recommend is under 100 MB and you can check memory consumption by pushing your Lens to device and clicking on the settings button as described in this guide. Please see all performance requirements in this guide here.
If you meet all of the above requirements, perhaps your Lens unpacks to more than 20mb, overloading Snapchat's memory. Once you have made changes to reduce your file size and saved the project, you can take a look at the folder again to see whether your file size has reduced. All your assets cannot in total exceed 20mb. If the total is still large, please describe the contents so we can offer more suggestions on how to reduce the total size.
Cheers,
Kaitlyn
It meets all the requirements. It’s a fullscreen lens with a post effect, freeze camera and one png billboard sprite because the background needs to be transparent. I’ve tried using tiny png as well
Hey Carly,
Is there any 2D animation in the Lens? Also can you share your device version and let us know what version of Snapchat you have by:
Thanks,
Kaitlyn