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?
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!
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.
Currently there is no way to submit any "proof" of having the rights to use content with a Lens submission, but please do reach out here if you believe your Lens was rejected in error and we'll work to see how we can fix.
We are creating lenses for a client and need to make sure the lenses don't get rejected. How can we avoid this? We need a foolproof way of proving we have rights to both characters and music. What do you recommend?
I recommend giving yourself a buffer time of two days before the Lens due date, but in case you run into any issues you can contact me directly. I'll follow up with you in a separate email with my contact information.
We are at a critical time in production and need to get the lenses to the client. Both lenses have been rejected today for copyright issues. Can someone please help ASAP?
I'm following up with you offline regarding this.
Happy to help!
I'll follow up with you via email.
After 15 hours of correspondence and nothing really I am impressed by you I send from the email of my account at SnapChat and you tell me to send directly from it how come ?, adding to the fact that a wonderful company like Snap is not accepted to have a technical support like this, I feel very sad to be ignored the all of this time plus dealing with me this way .
We are always happy to help!
We are looking into this and will follow up with you in our email thread.