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Share metrics not working

  • Hello, I'll follow-up with you directly with more details.



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  • Hi Natasha, 

    Sorry, I seem have missed your email. There was a problem with my mail server. 

    Can you please get in touch again? 

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  • Just sent you another email. Can you share the Snapcode or Lens Link of the Lens you are referring to as well?

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  • I have the same issue. What did you do to solve this?

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  • — The statistics on My Lenses are updated once every 24 hours and they need to reach a tally of "5" in each Views, Scans and Shares before they are visible at all.

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    Hello Hello (sorry had to), and thanks for answering Mike's question!

    Mike, if it's been 24 hours and you believe more than 5 people have viewed, scanned, and shared your Lens I'd be happy to look further into the issue.


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  • Hello, I'm experiencing the same issue. I know that my lenses have been at least scanned more than 5 times but I'm not seeing any metrics either. We've been using it at an event this whole week. Thanks!

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  • Hi Mackenzie,

    I'll follow up with you offline so we can see why you can't see your statistics.


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  • Hi,

    I need some help please. I've shared my lens with a lot of friends and I know for a fact they have used it but the views/scans/shares data isn't updating on the 'My Lenses' tab in lens studio. It just displays a dash (-) as of now. Please help.


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  • Hey Denver,

    I'll follow up with you too, offline so we can see why you can't see your statistics.


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  • Hi I am having this sam problem, any suggestions?

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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?



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:



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!