Attempted Cloud render of 4 minute video is incomplete

Topaz Video Bugs and Issues
1

I attempted a cloud render of a 4 minute video using starlight precise 2.6. The reported cost was 119 credits. Cloud render was much faster than local, which was great. But the returned video was only the first 2:28, not the full 4:00

I changed my in and out points to process the remainder of the movie. Again I was shown the cost to be 119 credits. But this Cloud render gave me the smaller section of the first part of the movie, i.e., not starting from the in point.

Is there a limit on how many minutes I can process with the cloud? And why does the render not start with the in point?

Bob V

2

When running the Starlight models through the cloud, the In/Out markers on the timeline are not what is going to be processed. There will be a pop-up window with a blue box around the section of the video that is going to be processed and that is how you can set a section of the video.

What is the frame rate of the video you are using? Higher frame rates limit how much of the video can be processed as the models can only handle 9000 frames per each clip.

Can you grab the cloud request ID’s and send those in here or to the support team at help@topazlabs.com for further review?

3

Thanks for the speedy reply! I hope these are the correct IDs. First should be for the 2:28 render.

01a13137-0963-723a-ae0a-338e694a6924

Second renderr started from beginning and was 1:12. Full video is just under 4:00

01a1318f-b07f-7003-84b2-fec461b8ce14

Cheers,

Bob

4

BTW, frame rate is 30fps, and I did not alert on the pop-out window earlier. Good to know!

Cheers,

Bob

5

Thanks, I am looking into this now and sharing with the team. Can you also grab the logs from the app UI? Want to check on what is being set in the upload since the cloud side is not showing any issues from what I am seeing.

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.

6

Hi Kyle,

Let me know if this is the right one.

And thanks for getting back to me! It seems to me I’ve had this problem before, so I’ve avoided cloud processing, though that can be painfully slow.

Bob

(attachments)

logsForSupport.zip (3.51 MB)

7

Thanks, sending those over to the team now.