BUG in the New of AI - v

[Please describe your issue here. Try to include logs (Help → Logging) and add screenshots if necessary.

AI.2.2.2 - After doing edits in LR, used the plug in to move the photo to Topaz AI. Photo are in Nikon raw format - NEF. When I saved the photo back to LR the message received is: “The file appear to be unsupported or damaged.” I am using an iMac Apple M1, 16GB, Sonoma 14.2.1.

Please respond back ASAP.

Irwin Orenstein
irwin.orenstein@gmail.com

Steps to reproduce issue:

  1. Step 1
  2. Step 2
  3. Step 3

Topaz Photo AI [v1.x.x] on [Windows/Mac]

Let’s try to reset your Lightroom plugin to try and get it working for you. You can follow the directions below to reset your Lightroom plugin:

  1. Close Lightroom fully.
  2. Run the Topaz Photo AI installer again. Get a new one from the downloads page: Topaz Labs Downloads
  3. Open Lightroom and check the File > Plug-ins Extras again.

Let me know if those steps get it working again.

If it does not, open Topaz Photo AI, go to the menu bar on the top, and click the ’ Help > Open Log Folder ’ menu option.

You can securely submit your files(s) to my Dropbox using the link below. Please be sure to send me a note to let me know you sent something.

Dropbox File Request

Thanks John. The steps you suggested appear to work.

John,

It seems when I reopen LR I have to go through the same steps Plug in steps to get it to work. I will do more testing tomorrow.

1 Like

Hi John,

I uploaded the recent updates and the bug came back. Why? This is very frustrating. Enclosed are the screen shots.

Please follow the instructions below to perform a clean install to better troubleshoot why you had this problem with Topaz Photo AI:

Make sure that you have your Lightroom application fully closed before proceeding

Start by clearing any previous plist files that are on your computer for Topaz Photo AI by following the steps in the link below:

Topaz Photo AI | plist Files Mac

After you have done this, disable any antivirus, firewall, VPN, or proxy software that might be active on your computer. These tools are sometimes known to interfere with the installer’s ability to download the model files.

Please also ensure that the Topaz Photo AI installer has all the proper settings in your system by going to your Mac System Settings > Privacy & Security tab and scrolling down to the security section. You will want to make sure you have 'App Store and identified developers ’ selected. Here is a video example:

Example of Proper System Preferences

Finally, rerun the installer. You can download a new installer from the downloads page directly :

Topaz Labs Download Page

If you are still experiencing problems please reach out to us at the following link:

Topaz Labs | Support Page

Hi John,

This seemed to work. Thanks.

However, does this mean that every time there is an Photo AI update I need to uninstall and reinstall? Or can your programmers fix the problem so new Photo AI downloads work with B&W photos in LR Classic running on a iMAc with an M1 processor with 16GB processor running the latest Mac software?

Please let me know so I can choose when to update.

Hi John,

Please ignore my previous note. I got the same error message. I deleted Topaz AI and reinstalled it. Restarted and still got the error. I sent the files via your Dropbox.

If you are still experiencing problems please reach out to us at the following link:

Topaz Labs | Support Page