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LENS STUDIO SUPPORT


All Topics

 * How To
    * General
      * How should I report bugs and crashes?
      * Can I print my Snapcode before my Lens is complete?
      * How can I make sure my Lens looks appropriate across a variety of phones
        and screen sizes?
      * How do I share my Lens?
      * Can I keep my Lenses private?
      * How do I hide, deactivate, or delete a Lens?
      * Can I change the name of the Lens Creator?
    * Templates
      * How can I combine multiple templates?
      * How can I remove a hint from templates?
      * 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
      * Can I add a face mask to a face inset?
      * How do I apply an animated texture to a user's face?
      * Can I create a face Lens to be used in Landscape Mode?
      * How do I create a face mask with an opacity layer?
    * 2D
      * How do I add an image that stays attached to the screen?
      * How do I get a 2D animation to play upon tap?
    * 3D
      * How do I place an object in the world?
      * How do I disable a user's ability to rotate, move, or scale a static 3D
        object?
      * How can I make a static 3D Object animate within Lens Studio?
      * How do I add Blend Shapes to my Lens Studio project?
    * Texture & Materials
      * How can I make an object disappear into the ground?
      * Is there a way to create custom environment maps?
    * Scripting
      * How do I make an object invisible until it is tapped?
      * Can I animate objects via code within Lens Studio?
      * How can I check if a user is recording in the Lens?
      * 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
      * How can I loop audio without a delay?
    * Camera
      * How can I disable the functionality that allows users to zoom in and out
        with their phone camera while using my Lens?
    * Pairing
      * How do I pair Lens Studio to the Snapchat app?
    * Submission
      * How do I share a Lens with a client without access to their account?
      * How do I publish a Lens on behalf of a creator account?
      * 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 is Lens Studio?
      * How will I know if there's an update to 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?
      * Can I use the Lens Studio preview videos for my own promotional
        purposes?
      * Can I use a custom shader in Lens Studio?
    * Lens Content
      * What are the limitations for a connected Lens?
      * Are there content guidelines for Lenses?
      * What is the maximum file size allowed for a Lens?
      * 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 long can my animation be?
      * Do I own the content I create in Lens Studio?
      * How are you addressing copyright infringement?
    * Lens Creator
      * Am I required to have a business to make Lenses?
      * How do I become a member of the Snap Lens Network?
    * Lens
      * What is a Lens?
      * After I unlock a Lens, how long will it remain in the Snapchat carousel?
    * Sharing Lenses
      * 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?
    * Statistics
      * How can I see how many people are using my Lenses?
      * How are Lens views, plays, etc. calculated?

 * Sponsored
    * General
      * I'm looking for a Snapchat Lens Developer to make a Lens for me. Where
        can I find them?
    * Submission
      * Can I change the category of the Lens from "Community" to "Sponsored"
        after it's been submitted and approved?
    * Snapcode
      * Can I attach a Lens to a Snapcode that I'm already using for advertising
        my product or service?

 * Troubleshooting
    * Machine Learning
      * Why doesn't my model work well after compression?
    * Lens Studio
      * What can I do if my project won't open? "Project was not opened!"
      * Error When Playing Video
      * I'm getting the error "Your GPU is not supported..."
      * Why can't I download Lens Studio?
      * Why is my window blank when opening Lens Studio?
      * How do I recover my project files?
      * 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
      * How do I correct the FPS of my animated sequence?
      * Why does my PNG animation sequence immediately deteriorate in quality
        once I upload it as an animation texture?
    * 3D
      * 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?
    * Submission
      * Invalid Lens - The Uncompressed size of this Lens is too Large. Please
        optimize your assets.
      * Why can't I submit my Lens?
      * 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?
    * Lens
      * Why is my Lens Link showing "500 Error" or "Sorry, This content is not
        available"?
      * Why is my Lens Link showing "500 Error" or "Sorry, This content is not
        available"?
      * Why is my pet Lens duplicating?
      * Why can't I unlock my Lens by scanning the marker?
      * Why can't I find my Lens in Snapchat search?
      * Why does my Lens keep making my phone crash?
    * Troubleshooting Steps
      * How do I access older versions of Lens Studio?
      * Clearing Cache for Mac
      * Clearing Cache for PC
      * Clearing Credentials
    * Additional Help
      * I didn't share my Lens, but it already has views and shares. How is this
        possible?
      * I don't see my question on this page. How do I get in touch?

 * Spectacles
    * Spectacles (2021)
      * How do I get Spectacles (2021)?
      * How do I get started making Lenses for 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?
      * Do all features in Lens Studio work on Spectacles (2021)?

 * Commonly Requested Features
    * Requested Features
      * How do I reset my 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?
      * Can I put a URL into my Lens?
      * How can I make a Lens available for a specific location and/or
        date/time?

 * Additional Resources
    * Lens Studio Live
      * Live Class
    * Courses
      * AR Scavenger Hunt
      * Lens Studio Quick Start
      * Bringing 2D Art to AR with Lens Studio
      * Mouth Catching AR Game
    * Guides
      * Introduction to Linting for Lens Development
      * How AR Augments Scavenger Hunts
      * Experiencing an AR Scavenger Hunt
      * Designing an AR Scavenger Hunt
      * Building an AR Scavenger Hunt
    * SnapML
      * Detecting and Segmenting Face Mask
    * Asset Library
      * Ripple Effect
      * Try On Pack
      * Trails VFX
      * Using the Scavenger Hunt Asset with the Scan Functionality
      * Bloom
      * How to add an Orthographic Camera
    * Download Examples
      * [Spectacles 2021] Real Time World Query
      * [Spectacles 2021] Doggie Detective
      * [Spectacles 2021] Endurance Mode Template
      * [Spectacles 2021] Location Trigger Template
      * [Spectacles 2021][Connected] Soundshare
      * [Connected] Building Blocks
      * Articles by Tags
      * What X Are You
      * Augmenting your Dance videos with AR effects
      * Multiple Anchors and Colliders with Chain Physics
      * Using and Freezing Multiple Cameras
      * Randomly Show a Tile of Questions
      * Cricket Helmet and Bat

 * 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.

 * 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

 * How should I report bugs and crashes?
 * 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?
 * Can I animate objects via code within Lens Studio?
 * Why does my PNG animation sequence immediately deteriorate in quality once I
   upload it as an animation texture?

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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