Hello,
I recently updated Topaz and for some reason now any kind of video formats like mp4 or even mov the video’s get denied saying that it does not support. I checked the link it gives and of course Topaz supports all kinds of video formats and I didn’t have this issue until recent update. Is anyone having the same issue or is there anyway I can resolve this?
Can you share the error message and the logs from the desktop app for review into this issue?
To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.
Here is a video to help with the steps of how to collect the logs.
I have the same issue. I re-installed and still doesn’t work.
I found the 1.5 installer and re-installed. It seems to work fine now. I will skip 1.6 for now.
@studioade @tat.tsui are either of you working with files being pulled in from an external or NAS drive file path?
Yes, It was from NAS drive.
Tat
I have been using Topaz video for quite some time and have always been able to import video from my NAS which is a RAID 5 configuration. Now after the latest update I can no longer import video from my NAS. I have a regular external RAID drive and I can import video no problem. Never had this issue until the latest update. I’m running on Windows 11 64 bit. My NAS is a QNAP.
Hello, after the last update of Topaz Video to version 1.6.0, it refuses to load mp4 files. The files are functional, in previous versions the files worked fine. Any advice on what to do about it?
thanks Pavel
Video: MPEG4 Video (H264) 720x576 (4:3) 25fps [V: h264 high L3.1, yuv420p, 720x576]
Audio: AAC 48000Hz stereo 214kbps [A: aac lc, 48000 Hz, stereo, 214 kb/s]
The following files could not be loaded. Please ensure they are valid video or image files, or convert your file to one of our supported types.
You can find a full list of supported file types at our website:
Are you loading these files in from an NAS or external drive? The team is actively working on a bug issue that we found where files from networked drives can see this error.
If you move the file to the local drive it should import without issue. If that still presents an error, let me know and if you can grab the logs from the app and send them to help@topazlabs.com.
To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.
Here is a video to help with the steps of how to collect the logs.
We are aware of a bug in 1.6.0 that is preventing files to be loaded from NAS systems.
If you move the file to the local drive it should import without issue. If that still presents an error, let me know and if you can grab the logs from the app and send them to help@topazlabs.com.
To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.
Here is a video to help with the steps of how to collect the logs.
I have the same issue and the funny thing is, I’m quite sure this bug have been in previous versions. Yes, it works when moving the source file to you hard drives. How did you guys solve the problem last time?
