App freezes - hangs

At times the app freezes

Next time this happens, please open Topaz Photo AI, go to the menu bar on the top and click the Help > Open Log Folder menu option. Attach the logs to your reply so I can check the contents.

Glad for your valued assistance !
Thank you and will do.

A Estrella

Hi again
While using the App a number of times today it quits. My set up is a Mac Studio M2 Ultra base model. As I said before I am only a hobbyist and not a techie Pro.
What am doing wrong ?

A Estrella

Please open Topaz Photo AI, go to the menu bar on the top and click the Help > Open Log Folder menu option. Attach the logs to your reply so I can check the contents.

I’ll need to see the cause of the crash so I can send next steps to fix this.

Hi Lingyu,

I always clear those as am afraid it will occupy the memory storage of my Mac. Apologies for my ignorance.
Will do on the next issue I would have.
Thanks for the assistance.

A Estrella

I Hope this log attached illustrates the issue.

2023-09-24-06-58-39.tzlog (4.8 MB)

Thanks for sending the log. I shared it with my team so we can look into the cause.

I can see that the processing fully stopped at the end, seemingly during sharpening. What were you seeing when the application froze?

The whole app stopped ! Had to close and reopen to use it again.
Can’t recall exactly the screen display seems the processing on the right side as it stopped.

Thanks for the help.

A Estrella

Here it hanged (stopped) again.
This might help as I have screen captured what’s shown on screen with the log attached.
Thanks !

2023-09-26-08-26-13.tzlog (6.59 MB)

Screenshot 2023-09-26 at 8.51.11 AM.jpeg

It looks like there is no image selected which would be causing this issue. Could you try selecting another image and see if the application starts working?

I’ll see if I can reproduce this issue on my computer as well.

Thanks, am sure there was. I also did a back track on the previous image and it just frozen. Can’t choose another image and why I had to close the App and open again.
Anyway I’ll send Logs next time it occurs.
Have an awesome day Lingyu!
A Estrella

Here is the latest that “HANGED-FREEZE” and there nothing that can be done, clip forward nor backward. have to quit the App and open again to be functional normally!
Attaching the screen capture and the Log.

Screenshot 2023-09-27 at 8.26.08 AM.jpeg

2023-09-27-07-54-45.tzlog (8.02 MB)

My team and I were able to reproduce this and made a task for it so we can start working on a fix.

Thanks for sharing the information here, I added this thread to the task so I can follow up with you once it’s fixed.

Thank you Lingyu for the valued assistance.

A Estrella

From the change logs, it looks like we have a potential fix for this on Thursday. Please update and let me know if you are able to get the issue after updating.

….will do gladly Lingyu.
Thanks !

1 Like

FYI got the update and installed. Will do as advised !
Thanks Lingyu !

FYI: Same issues even with the September 29 update !
Logs and screen capture attached.

2023-09-29-07-49-41.tzlog (5.11 MB)

Screenshot 2023-09-29 at 8.05.07 AM.jpeg

Another issue is when saving the processed files it will STOP on a certain clip and no matter what is done it won’t.
Attached is the screen capture with the log

Screenshot 2023-09-29 at 2.58.34 PM copy.jpeg

2023-09-29-14-50-1.tzlog (1.23 MB)