The forum on this site is closed for new comments and posts. Continue the conversation in our Snap AR Discord server.

Submit lens problem

Follow
Avatar
aliah_alhubaida
Snap Lens Network Member Lens Studio Team

Hello

 

thanks for reading ..  I have problem in the lens-studio program when I want to submit my Len or if want to see my lenses  I press submit lens then  the window its not working its stoped and it's white 

 

I had re download  the program and the window still white nothing in it

 

Thanks a lot

fahadaliah

0
  • Avatar
    Kaitlyn Benitez-Strine
    Snap Lens Network Member Lens Studio Team

    Hi fahadaliah,

    It looks like we may need to clear the Keychain as it sounds like something with the connection has broken on your computer.

    If you have a mac, please:

    1. Close Lens Studio
    2. Open Keychain Access (can be found in Spotlight by typing Keychain Access)
    3. Select Passwords Category (bottom left)
    4. Search "com.snap.LensStudio.OAuthTokens"" (top right search box)
    5. Right Click and Select Delete
    6. Open Lens Studio and try syncing again

    If you have a windows:

    1. Close Lens Studio
    2. Click on the magnifying glass in the bottom toolbar
    3. Input "Credential Manager"
    4. Click on "Windows Credentials" and there should be "com.Snap.LensStudio.*" entries
    5. Click on each one you see and then click remove
    6. Open Lens Studio
    7. Click on the Submit Lens button to submit
      1. Note you will have to log in again

    Let me know if you run into any issues clearing the credentials and then submitting, and we can further troubleshoot.

    Cheers,
    Kaitlyn

    Comment actions Permalink
  • Avatar
    May_369
    Snap Lens Network Member Lens Studio Team

    hello, 

    i have the same problem and i did the keychain access step and it still crashes once the submit lens/ my lenses pop-up opens. 

     

    thanks, 

    Marwa

    Comment actions Permalink
  • Avatar
    Kaitlyn Benitez-Strine
    Snap Lens Network Member Lens Studio Team

    Hi Marwa,

    I can follow up with you offline to see why Lens Studio crashed on your machine.

    Cheers,
    Kaitlyn

    Comment actions Permalink

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