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Unable to preview template or new project in Snapchat

  • Hey, Bart T.

    my best bet would be to reconnect your Snapchat account to Lens Studio because for me everything is working fine.

    To log out of Lens Studio you can go into any of your saved projects. in the top right corner, you can see the usual "Send to Snapchat" button.

    Right next to that you see a little drop-down arrow. when you click on it a menu appears.

    Here I would suggest you click on "Unpair Snapchat account". That should delete your Snapchat account from the Lens Studio preview function.

    After that click on the "Preview in Snapchat" button.

    Then a Snapcode pops up that you can simply scan with your phone.

    Then your account is reconnected to Lens Studio and the Lens previews should be working just fine again.

    If you have any further questions, feel free to reply to my comment and I'll answer as soon as possible!


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  • Thanks, Ian. This is the procedure I followed to pair it. I tried unpairing and re-pairing as per your suggestion but no luck. :(

    Any other ideas as to what might be causing this?

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  • For the 3d model, you could check if there's an animation that gets loaded into Lens Studio that could crash the Lens. 

    Also, please check the console (Logger) inside Lens Studio for me in one of the Lenses that crash. 

    is there any error/warning when opening the Project in Lens Studio and when you try to push the Lens to your device? If so, could you please post the Error message/ screenshot of the Logger? That would help me out a lot to try and understand any possible complications in your projects.

    If there is nothing there that's worth noting, I'd suggest a fresh reinstall of Lens Studio. 

    If that doesn't help, we can probably tag someone from the Lens Studio team here, or perhaps reach out to the support via e-mail.

    Please keep me updated on this because I'm actually curious about the results.

    I hope we can resolve this problem for you.

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  • I found the problem -- I had to upgrade the Snap app itself on my phone (which is pretty surprising because it couldn't have been more than a couple weeks out of date). Once I did that, both projects now work :)

    Thanks for helping out, Ian!

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  • No worries,

    I'm glad that you've found and fixed the problem!

    Keep enjoying creating Lenses ^^



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We're here to help! We just need a little bit of information...

What system are you using?

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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?

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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:



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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!