Troubleshooting Guide
Quick fixes for common issues. Find your problem below.
Permissions
Camera Shows Black Screen
Cause: Camera access denied or in use by another app.
Fix:
- Close all other camera apps (Camera, FaceTime, etc.)
- iOS Settings → Privacy & Security → Camera → enable Lens
- Force-quit Lens and reopen
Location Shows "Unavailable"
Cause: Location services disabled or set to "Never."
Fix:
- iOS Settings → Privacy & Security → Location Services → On
- Find Lens → set to While Using the App
- Ensure you're not in Airplane Mode
Photos Not Saving
Cause: Photo library access not granted.
Fix:
- iOS Settings → Privacy & Security → Photos
- Find Lens → set to Full Access or Add Photos Only
Video Has No Audio
Cause: Microphone permission denied.
Fix:
- iOS Settings → Privacy & Security → Microphone
- Enable Lens
Camera
Preview is Frozen
Cause: Camera session interrupted.
Fix:
- Switch to another app, then return to Lens
- If persists, force-quit and reopen
Focus Not Working
Cause: Tap-to-focus disabled or device limitation.
Fix:
- Tap directly on the preview area (not on overlay elements)
- Ensure you're not zoomed to maximum
Exposure Too Bright/Dark
Cause: Auto-exposure locked to wrong area.
Fix:
- Tap to reset focus point
- Slide up/down on the preview to adjust exposure manually
Overlay
Overlay Not Appearing
Cause: Overlay set to "Hidden" state.
Fix:
- Swipe up on the collapsed pill indicator
- Or: Settings → Overlay → ensure not set to hidden
Data Shows Incorrect Time
Cause: Device time zone or clock incorrect.
Fix:
- iOS Settings → General → Date & Time
- Enable Set Automatically
Weather Not Displaying
Cause: Network unavailable or weather service timeout.
Fix:
- Ensure internet connectivity
- Weather requires network; works partially offline (will show Cached data)
Address Shows "Unknown" or Wrong Location
Cause: GPS signal weak or reverse geocoding failed.
Fix:
- Move to area with better GPS reception (away from buildings)
- Wait 10-15 seconds for GPS lock before capturing
- Check that Location is set to "While Using" (not "Ask Next Time")
Video
Recording Stops Unexpectedly
Cause: Storage full.
Fix:
- Check available storage: iOS Settings → General → iPhone Storage
- Free up at least 1 GB for reliable recording
- Video uses ~130 MB per minute
Recording Button Not Responding
Cause: Camera session in photo mode or processing.
Fix:
- Wait for any current processing to complete
- Long-press the shutter button to initiate video recording
Reports
Report Generation Fails
Cause: Processing timeout, too many photos, or network issue.
Fix:
- Reduce selection to fewer photos (try under 20)
- Ensure stable network connection
- Retry after waiting 30 seconds
Report Shows Wrong Photo Order
Cause: Photos selected in unintended sequence.
Fix:
- Clear selection (tap "Cancel")
- Re-select photos in desired order (numbering shows sequence)
Gallery
Photos Not Appearing in Gallery
Cause: Photos saved to system library, not Lens gallery.
Fix:
- Check the iOS Photos app
- Lens gallery syncs with device photo library
Cannot Delete Photos
Cause: iOS permission or photo locked.
Fix:
- Delete from iOS Photos app instead
- Lens respects iOS photo library permissions
Performance
App is Slow or Laggy
Cause: Device overheated, low memory, or too many background apps.
Fix:
- Close background apps
- Restart device if persistently slow
- Avoid using while device is hot
High Battery Drain
Cause: GPS and camera are power-intensive.
Fix:
- This is normal during active capture
- Close Lens when not in use
- For extended sessions, keep device charged
Still Need Help?
If your issue isn't listed:
- Restart the app: Force-quit Lens, wait 5 seconds, reopen
- Restart device: Fixes most transient issues
- Update iOS: Ensure you're on the latest version
- Contact support: Settings → Support → Report Bug (include screenshots if possible)
Include your iOS version and device model for faster resolution.