Lens Proof

Help & Troubleshooting

Troubleshooting Guide

Fix common Lens problems, including Content Credentials setup, permissions, camera, location, and saving issues.

Quick read

Start with the problem that matches what you see in Lens. If Content Credentials setup needs attention, do not enter your offer code again.

Quick fixes for common issues. Find your problem below.

Content Credentials setup

Setup Needs Attention

Fix: Your Lens Trust access is active. Do not enter your offer code again. Follow the steps in Finish device setup.

If Lens shows Recover Signing Key, use that action only for that exact message. It creates a new signing key for this iPhone. Photos and videos you signed before remain unchanged.

Permissions

Camera Shows Black Screen

Cause: Camera access denied or in use by another app.

Fix:

  1. Close all other camera apps (Camera, FaceTime, etc.)
  2. iOS Settings → Privacy & Security → Camera → enable Lens
  3. Force-quit Lens and reopen

Location Shows "Unavailable"

Cause: Location services disabled or set to "Never."

Fix:

  1. iOS Settings → Privacy & Security → Location Services → On
  2. Find Lens → set to While Using the App
  3. Ensure you're not in Airplane Mode

Photos Not Saving

Cause: Photo library access not granted.

Fix:

  1. iOS Settings → Privacy & Security → Photos
  2. Find Lens → set to Full Access or Add Photos Only

Video Has No Audio

Cause: Microphone permission denied.

Fix:

  1. iOS Settings → Privacy & Security → Microphone
  2. Enable Lens

Camera

Preview is Frozen

Cause: Camera session interrupted.

Fix:

  1. Switch to another app, then return to Lens
  2. If persists, force-quit and reopen

Focus Not Working

Cause: Tap-to-focus disabled or device limitation.

Fix:

  1. Tap directly on the preview area (not on overlay elements)
  2. Ensure you're not zoomed to maximum

Exposure Too Bright/Dark

Cause: Auto-exposure locked to wrong area.

Fix:

  1. Tap to reset focus point
  2. Slide up/down on the preview to adjust exposure manually

Overlay

Overlay Not Appearing

Cause: Overlay set to "Hidden" state.

Fix:

  1. Swipe up on the collapsed pill indicator
  2. Or: Settings → Overlay → ensure not set to hidden

Data Shows Incorrect Time

Cause: Device time zone or clock incorrect.

Fix:

  1. iOS Settings → General → Date & Time
  2. Enable Set Automatically

Weather Not Displaying

Cause: Network unavailable or weather service timeout.

Fix:

  1. Ensure internet connectivity
  2. 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:

  1. Move to area with better GPS reception (away from buildings)
  2. Wait 10 to 15 seconds for GPS lock before capturing
  3. Check that Location is set to "While Using" (not "Ask Next Time")

Video

Recording Stops Unexpectedly

Cause: Storage full.

Fix:

  1. Check available storage: iOS Settings → General → iPhone Storage
  2. Free up at least 1 GB for reliable recording
  3. Video uses ~130 MB per minute

Recording Button Not Responding

Cause: Camera session in photo mode or processing.

Fix:

  1. Wait for any current processing to complete
  2. Long-press the shutter button to initiate video recording

Reports

Report Generation Fails

Cause: Processing timeout, too many photos, or network issue.

Fix:

  1. Reduce selection to fewer photos (try under 20)
  2. Ensure stable network connection
  3. Retry after waiting 30 seconds

Report Shows Wrong Photo Order

Cause: Photos selected in unintended sequence.

Fix:

  1. Clear selection (tap "Cancel")
  2. 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:

  1. Check the iOS Photos app
  2. Lens gallery syncs with device photo library

Cannot Delete Photos

Cause: iOS permission or photo locked.

Fix:

  1. Delete from iOS Photos app instead
  2. Lens respects iOS photo library permissions

Performance

App is Slow or Laggy

Cause: Device overheated, low memory, or too many background apps.

Fix:

  1. Close background apps
  2. Restart device if persistently slow
  3. Avoid using while device is hot

High Battery Drain

Cause: GPS and camera are power-intensive.

Fix:

  1. This is normal during active capture
  2. Close Lens when not in use
  3. For extended sessions, keep device charged

Still Need Help?

If your issue isn't listed:

  1. Restart the app: Force-quit Lens, wait 5 seconds, reopen
  2. Restart device: Fixes most transient issues
  3. Update iOS: Ensure you're on the latest version
  4. Contact support: Settings → Help & Support → Send feedback, questions, or thoughts, or for logs and technical reports Settings → About → Diagnostics → Report Problem (include screenshots if possible)

Include your iOS version and device model for faster resolution.

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