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Can't access lenses

  • Have you tried reinstalling snapchat? If you got 2 factor verification enabled, make sure to have backup of the recovery code before logging out.

    You can also go to settings, and clear cache and see if that helps.

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  • Hi none, 

    Are you seeing this issue in Snap Cam, the mobile Snapchat app, or Lens Studio? 




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  • Hi Neha,

    This is occurring on Snap Camera version 1.9.1

    Please let us know if this can be resolved.


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  • Hey @...

    I haven't received any other reports of this issue recently. Are you still seeing this issue? If so can you tell me a bit about the machine you have it installed on?


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  • Hi Vincent,

    Please details below:

    • OS Name Microsoft Windows 10
    • Version 10.0.17134 Build 17134
    • OS Manufacturer Microsoft Corporation
    • System Manufacturer HP
    • System Type x64-based PC
    • Processor Intel(R) Xeon(R) E-2176M CPU @ 2.70GHz, 2712 Mhz, 6 Core(s), 12 Logical Processor(s)
    • Installed Physical Memory (RAM) 32.0 GB
    • Name Intel(R) UHD Graphics P630
    • Adapter Type Intel(R) UHD Graphics Family, Intel Corporation compatible
    • Adapter Description Intel(R) UHD Graphics P630
    • Resolution 1920 x 1080 x 59 hertz
    • Adapter RAM 1.00 GB
    • Driver Version
    • Name NVIDIA Quadro P1000
    • Adapter Type Quadro P1000, NVIDIA compatible
    • Adapter Description NVIDIA Quadro P1000
    • Adapter RAM (1,048,576) bytes
    • Driver Version

    To be clear, this issue has occurred with other versions of Snap Camera. It comes and goes where sometimes it appears upon opening the software and sometimes it doesn't.

    However, more recently it is continuously appearing like this making the software unusable. 

    Please let me know if you can help,


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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!