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Text Content

 * Support
 * Forum
 * Additional Resources
 * Guides
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LENS STUDIO SUPPORT


All Topics

 * How To
    * General
      * How do I replicate an effect that I saw on another Lens?
      * Can I print my Snapcode before my Lens is complete?
      * How do I show certain content in the front camera and different content
        for the rear camera?
      * How can I ensure that the Lens starts in "World" mode (rear camera)?
      * How do I create multiple lines of text?
      * How do I create multiple lines of text?
      * Is it possible to activate two different Lenses that are associated with
        the same Snapcode?
      * Is it possible to activate two different Lenses that are associated with
        the same Snapcode?
      * How do I scale an object uniformly within Lens Studio?
      * How do I scale an object uniformly within Lens Studio?
      * How can I make sure my Lens looks appropriate across a variety of phones
        and screen sizes?
      * How can I make sure my Lens looks appropriate across a variety of phones
        and screen sizes?
      * How do I share my Lens?
      * How do I share my Lens?
      * Can I keep my Lenses private?
      * Can I keep my Lenses private?
      * How do I hide, deactivate, or delete a Lens?
      * How do I hide, deactivate, or delete a Lens?
      * Can I change the name of the Lens Creator?
      * Can I change the name of the Lens Creator?
      * How do I remove a Community Lens from my Carousel?
      * How do I remove a Community Lens from my Carousel?
      * What kind of tracking should I use to preview t-shirts?
      * What kind of tracking should I use to preview t-shirts?
    * Templates
      * How do I use multiple segmentations in one Lens?
      * How do I export particles to add into another project?
      * For the Marker with Snapcode Template, how would I animate 2D instead of
        3D models upon scanning the marker?
      * Is it possible to place multiple prefabs on a surface tracker?
    * Face
      * How do I make the eyes in my Lens reflective?
      * Can I add a face mask to a face inset?
      * How do I approximate head position?
      * How do I add teeth to my Lens?
      * How do I apply an animated texture to a user's face?
      * How do I apply an animated texture to a user's face?
      * How can I animate my 2D animation depending on my facial movements?
      * How can I animate my 2D animation depending on my facial movements?
      * How can I animate my 3D animation depending on my facial movements?
      * How can I animate my 3D animation depending on my facial movements?
      * Can I create a face Lens to be used in Landscape Mode?
      * Can I create a face Lens to be used in Landscape Mode?
      * How can I add a face mask of the original face over another face mask?
      * How can I add a face mask of the original face over another face mask?
      * How do I create a face mask with an opacity layer?
      * How do I create a face mask with an opacity layer?
    * 2D
      * How do I anchor a 2D asset to a position on the screen?
      * How can I ensure my image does not get cut off regardless of screen
        resolution?
    * 3D
      * How can I adjust the anchor point of a 3D object?
      * How can I make a static 3D Object animate within Lens Studio?
      * How do I play multiple animations?
      * How do I add Blend Shapes to my Lens Studio project?
    * Texture & Materials
      * Is there a way to create custom environment maps?
      * Is it possible to create a face mask that reflects specular Light or any
        environment map?
      * How can I have an animated texture loop that applies to multiple objects
        but have the start frame be randomly offset?
    * Scripting
      * How do I modify an image's alpha via script?
      * How can I check if a user is recording in the Lens?
      * Is there a way to display a 2D Image on screen, without it being
        recorded in the playback video?
      * How do I ensure that an object stays a certain distance from the camera?
      * Are there any ways to access the UV scaling and offset in Javascript, or
        any other shader properties other than the ones in the Pass class?
      * Are there any ways to access the UV scaling and offset in Javascript, or
        any other shader properties other than the ones in the Pass class?
    * Audio
    * Camera
      * How can I disable the functionality that allows users to zoom in and out
        with their phone camera while using my Lens?
    * Machine Learning
    * Pairing
      * Can I pair multiple devices to Lens Studio?
      * How do I remove a pushed Lens from my device?
    * Submission
      * How do I update a Lens that I've already submitted?
      * How do I change the name or preview video of a Lens that has already
        been submitted?
      * How do I update an existing Lens and keep the same Snapcode?

 * General
    * Lens Studio
      * What are the hardware and system requirements for Lens Studio?
      * Where can I download Lens Studio?
      * How will I know if there's an update to Lens Studio?
      * Where can I find the release notes for Lens Studio?
      * Where can I find the release notes for Lens Studio?
      * Can I port my Unity or ARKit project over into Lens Studio?
      * Can I port my Unity or ARKit project over into Lens Studio?
      * Are there recommended physics libraries that work well with Lens Studio?
      * Are there recommended physics libraries that work well with Lens Studio?
      * Can I use the Lens Studio preview videos for my own promotional
        purposes?
      * Can I use the Lens Studio preview videos for my own promotional
        purposes?
      * Can I use a custom shader in Lens Studio?
      * Can I use a custom shader in Lens Studio?
    * Lens Content
      * What 3D model formats does Lens Studio support?
      * Can I use any of the code, art, or assets contained in the Lens Studio
        sample projects?
      * Does Lens Studio support 3D animation?
      * How many objects are supported in a Lens scene?
      * How many objects are supported in a Lens scene?
      * How many polygons are supported in a Lens scene?
      * How many polygons are supported in a Lens scene?
      * How long can my animation be?
      * How long can my animation be?
      * Do I own the content I create in Lens Studio?
      * Do I own the content I create in Lens Studio?
      * If I add a disclaimer to my Lens, does that make it OK to include
        content that isn't mine?
      * If I add a disclaimer to my Lens, does that make it OK to include
        content that isn't mine?
      * How are you addressing copyright infringement?
      * How are you addressing copyright infringement?
    * Lens Creator
      * How do I become a Creator in the Snap Lens Network?
      * What are the benefits of joining the Snap Lens Network?
    * Lens
      * How long will it take for my Lens to go live after I've submitted it?
      * Will I be notified once my Lens is live?
      * After I unlock a Lens, how long will it remain in the Snapchat carousel?
      * How long will a Lens I submit stay live and unlockable?
      * How long will a Lens I submit stay live and unlockable?
      * When I'm updating my Lens, what will Snapchatters see?
      * When I'm updating my Lens, what will Snapchatters see?
      * What are tags and how do I add them to my Lenses?
      * What are tags and how do I add them to my Lenses?
    * Sharing Lenses
      * What is a Lens link?
      * What is the difference between Snapcodes that have ghosts at the center,
        and Snapcodes that have circles?
      * How should I go about printing Snapcodes at a larger scale for physical
        scanning?
      * How do I get my Lens into the main carousel of Lenses?
    * Statistics
      * Why can't I see the audience information in Lens Insights?
      * How are Lens views, plays, etc. calculated?

 * Sponsored
    * General
      * How can I pay to promote my Lens?
      * I'm looking for a Snapchat Lens Developer to make a Lens for me. Where
        can I find them?
      * How can I let the review team know I have the rights to use the content
        in my Lens?
    * Submission
      * How do I switch between the Sponsored and Community Lens Submission
        Flows?
      * How do I submit a Sponsored Lens to multiple Ad Accounts?
      * I can't see my Lens in Ad Manager, even though it's finalized. How do I
        make it appear?
      * Can I change the category of the Lens from "Community" to "Sponsored"
        after it's been submitted and approved?
    * Snapcode

 * Troubleshooting
    * Lens Studio
      * Why is my window blank when opening Lens Studio?
      * What should I do if I'm missing a panel or section of Lens Studio?
      * Why can I see my 3D content in the Scene View, but not in the Preview?
      * How can I ensure my objects are not affected by the effects I add?
      * The loading icon persists after I've launched the 'Submit Lens'
        Dialogue. How do I fix this?
      * The loading icon persists after I've launched the 'Submit Lens'
        Dialogue. How do I fix this?
      * How do I recover my project files?
      * How do I recover my project files?
      * Why does the preview not change when I rotate the camera angle?
      * Why does the preview not change when I rotate the camera angle?
      * Why did I get this message when I opened a new project: "Project was not
        opened! System files from studio bundle cannot be copied. Failure to
        write back."?
      * Why did I get this message when I opened a new project: "Project was not
        opened! System files from studio bundle cannot be copied. Failure to
        write back."?
      * How do I troubleshoot the 'Open External Editor' button opening in my
        browser?
      * How do I troubleshoot the 'Open External Editor' button opening in my
        browser?
      * Why is it that in the Face Paint template when I am trying to select
        points by dragging over areas of all the points they get selected, but
        in the Face Stretch template only some points get selected?
      * Why is it that in the Face Paint template when I am trying to select
        points by dragging over areas of all the points they get selected, but
        in the Face Stretch template only some points get selected?
    * 2D
      * Why does my PNG animation sequence immediately deteriorate in quality
        once I upload it as an animation texture?
    * 3D
      * Why can't I see the 3D object I imported into Lens Studio?
      * Are there any FBX settings that might cause an animation to not loop?
      * Why am I receiving an error message that there are too many vertices and
        the model will not import?
    * Texture & Materials
      * Why is my .FBX 3D object file not showing its original colors after I've
        imported it?
      * How do I map a face texture onto a 3D mesh of a face using a new
        material without the mapping appearing slightly off?
      * Why does activating the 'From Camera' option on a PBR Material break the
        roughness, even if the 'Roughness' option underneath is checked and set
        correctly, and I've deactivated the 'From Camera' option again?
    * Pairing
      * Why am I unable to pair my device or unlock a Lens using the Snapcode
        after a Lens has been submitted and approved?
    * Submission
      * Why do I get the error message that my Lens is invalid because the
        memory consumption is too high, even though my Lens is less than 8MB?
      * Why is my Lens being rejected for a low frame rate if my settings show
        30 FPS when I push to my phone?
      * Why am I receiving a blank white screen when I submit my Lens or check
        My Lenses?
      * Why am I receiving a white screen and error message about verification
        when I try to submit?
      * Why am I receiving a white screen and error message about verification
        when I try to submit?
      * What does it mean if I'm getting this message when trying to load My
        Lenses or upload a Lens in Lens Studio: "code=AuthenticationError
        message=Could not decode snap token."?
      * What does it mean if I'm getting this message when trying to load My
        Lenses or upload a Lens in Lens Studio: "code=AuthenticationError
        message=Could not decode snap token."?
    * Lens
      * Why was my Lens rejected?
      * Why does my Lens keep making my phone crash?
      * The Lens I paired with Lens Studio is causing Snapchat to crash on my
        device. How do I troubleshoot that issue?
    * Troubleshooting Steps
    * Additional Help

 * Snap Camera
    * General
      * What are the system requirements for Snap Camera?
      * Where can I download Snap Camera?
      * What applications are Snap Camera compatible with?
    * How To
      * How do I use Snap Camera with Google Meet?
      * How do I use Snap Camera with Skype?
      * How do I use Snap Camera for streaming?
      * How can I find my Lens in Snap Camera?
      * How do I save my favorite Lenses in Snap Camera?
      * How do I save my favorite Lenses in Snap Camera?
      * How do I get a preview of what a Lens will look like in Snap Camera?
      * How do I get a preview of what a Lens will look like in Snap Camera?
      * How do I set up hotkeys to switch between Lenses without going back to
        the Snap Camera interface?
      * How do I set up hotkeys to switch between Lenses without going back to
        the Snap Camera interface?
      * How do I set up a custom trigger in Snap Camera?
      * How do I set up a custom trigger in Snap Camera?
      * How can I share a Lens I found in Snap Camera with a friend?
      * How can I share a Lens I found in Snap Camera with a friend?
    * Troubleshooting
      * Why is Snap Camera showing a yellow screen?
      * Why is Snap Camera showing a black screen?
      * How do I ensure my Lenses are optimized for Snap Camera?

 * Spectacles
    * Spectacles (2021)
      * Can I make Lenses for Spectacles (2021) without owning Spectacles
        (2021)?
      * How can I view the Lens I created for Spectacles (2021) on my device?
      * How do I share the Lenses I create for Spectacles (2021)?
      * Can I build a Face Lens for Spectacles (2021)?
      * Why are the Spectacles (2021) greyed out for me?
      * Why are the Spectacles (2021) greyed out for me?
      * Do all features in Lens Studio work on Spectacles (2021)?
      * Do all features in Lens Studio work on Spectacles (2021)?
    * Spectacles 3
      * What are the new features available for Lenses made for Spectacles 3
        footage?
      * How can I view the Lens I created for Spectacles 3 on my device?
      * How do I share the Lenses I create for Spectacles 3?
      * Can I build a Face Lens for Spectacles 3?
      * Why isn’t my digital content being occluded?
      * Why isn’t my digital content being occluded?

 * Commonly Requested Features
    * Requested Features
      * Can I display dynamic information in a Lens?
      * Can I dynamically access the coordinates of Facial Features?
      * In the Lens, is it possible to switch the camera from front to back (or
        vice versa) automatically on tap?
      * How do I recreate a slow motion effect?
      * How do I recreate a slow motion effect?
      * Can I put a URL into my Lens?
      * Can I put a URL into my Lens?
      * How do I add a "SHOP NOW" button to my Lens?
      * How do I add a "SHOP NOW" button to my Lens?
      * How can I make a Lens available for a specific location and/or
        date/time?
      * How can I make a Lens available for a specific location and/or
        date/time?
      * Can I use my Bitmoji and make my own 3D Lenses?
      * Can I use my Bitmoji and make my own 3D Lenses?

 * Additional Resources
    * Lens Studio Live
    * Courses
    * Guides
      * Experiencing an AR Scavenger Hunt
      * Designing an AR Scavenger Hunt
      * Building an AR Scavenger Hunt
    * SnapML
    * Asset Library
    * Building Blocks
    * Download Examples
      * [Spectacles][Connected] Soundshare
      * Articles by Tags
      * What X Are You
      * Augmenting your Dance videos with AR effects
      * Multiple Anchors and Colliders with Chain Physics
      * Multiple Anchors and Colliders with Chain Physics
      * Using and Freezing Multiple Cameras
      * Using and Freezing Multiple Cameras
      * Randomly Show a Tile of Questions
      * Randomly Show a Tile of Questions
      * Cricket Helmet and Bat
      * Cricket Helmet and Bat
      * Adaptive Snap Camera Template
      * Adaptive Snap Camera Template

 * How To
   
   Get down to the nitty-gritty for each step of the Lens creation process.

 * General
   
   Everything you need to know to get started with Lens Studio.

 * Sponsored
   
   All things related to the making and distributing of Sponsored Lenses.

 * Troubleshooting
   
   Running into problems? Find solutions for our most common Creator issues.

 * Snap Camera
   
   Bring the magic of Lenses to your live streams and video chats on PC & Mac.

 * Spectacles
   
   Create the world you want to see with Spectacles.

 * Commonly Requested Features
   
   Alternative solutions for capabilities not yet offered by Lens Studio.

 * Additional Resources
   
   Level up your AR creation by downloading additional templates and example
   projects, as well as tutorials made by both...


FEATURED ARTICLES

 * Can I print my Snapcode before my Lens is complete?
 * Can I keep my Lenses private?
 * How can I combine multiple templates?
 * Can I add a face mask to a face inset?
 * How do I play multiple animations?
 * Can I animate objects via code within Lens Studio?
 * What should I do if I'm missing a panel or section of Lens Studio?
 * Why does my PNG animation sequence immediately deteriorate in quality once I
   upload it as an animation texture?
 * Why does my imported material show as a pink and black checkerboard on my 3D
   object?
 * How do I use Snap Camera with Zoom?
 * How do I use Snap Camera with Google Hangout?
 * How do I use Snap Camera with Google Meet?
 * How do I use Snap Camera with Skype?


MORE QUESTIONS? ASK THE COMMUNITY

Visit Forum


WE'RE HERE TO HELP! WE JUST NEED A LITTLE BIT OF INFORMATION...

What system are you using?

Windows
Mac

Have you downloaded the latest version of Lens Studio?

Yes
No
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?

Yes
No


WHAT SYSTEM DO YOU RUN LENS STUDIO ON?

Version

Windows 10 (64 bit)
10.14 Mojave
10.12, 10.13 Sierra, High Sierra
10.11 El Capitan
Not Listed

Graphics

Intel HD Graphics 4000 or better
Nvidia GeForce 710 or better
AMD Radeon HD 6450 or better
Not Listed


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.
   
   Select .zip file
   
   
   Select log.txt file
   
   
   Attach a screenshot of the issue:
   
   
   Select screenshot (optional)
   

Name:

Email:

What is this most relevant to?

Please choose Audio Documentation General UI Importing Resources Inspector Panel
Lens Submission Log Panel My Lenses Objects Panel Open/Save Pairing Preview
Panel Profiles Snap Camera Snapchat Templates Unlocking Lens

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!


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