Can no longer activate v6 on Windows, works fine on Mac

[Chamberhouse]

I haven’t used v6 on Windows for a while, but when I just tried, it now refuses to activate. TVAI v6 and v7 and v1 of TV all work fine on my Macs. I’ve updated to v6.2.2 on Windows, just in case, after it refused to authenticate via the web in v6.1.3 as well.

Here’s a relevant portion of the log file. As Topaz well know, the whole log file is a privacy nightmare so no way I’m uploading all of it.

How does the app know that 7.1.4 is OWNED, and not let me authenticate? I’ve been copying and pasting my email and password so no way either can be incorrect.

2025-09-26 12-14-01.131 Thread: 8800 Critical Login error 7 Requires password
2025-09-26 12-14-01.132 Thread: 8800 Info Checking for updates with license date QDateTime(2025-09-27 12:14:01.132 GMT Summer Time Qt::LocalTime)
2025-09-26 12-14-01.132 Thread: 8800 Info Checking for updates at: “https://api.topaz-labs.net/v2/app_state/unauthed”
2025-09-26 12-14-01.133 Thread: 8800 Info Params: QMap((“app_build_type”, QVariant(QString, “RELEASE”))(“app_cname”, QVariant(QString, “VIDEO”))(“app_version”, QVariant(QString, “6.2.2”))(“arch”, QVariant(QString, “x86_64”))(“cpu_supports_avx”, QVariant(QString, “true”))(“license_expiration_datetime”, QVariant(QString, “2025-09-27T12:14:01”))(“os_type”, QVariant(QString, “windows”))(“os_version”, QVariant(QString, “10.0”))(“supports_patch”, QVariant(QString, “true”)))
2025-09-26 12-14-01.133 Thread: 8800 Info Sending tracking event: “Auth State Changed”
2025-09-26 12-14-01.277 Thread: 8800 Info Found 7 new app versions
2025-09-26 12-14-01.277 Thread: 8800 Info Adding update 0 : “7.1.4” , owned: true
2025-09-26 12-14-01.277 Thread: 8800 Info Adding update 1 : “7.1.3” , owned: true
2025-09-26 12-14-01.277 Thread: 8800 Info Adding update 2 : “7.1.1” , owned: true
2025-09-26 12-14-01.277 Thread: 8800 Info Adding update 3 : “7.1.0” , owned: true
2025-09-26 12-14-01.277 Thread: 8800 Info Adding update 4 : “7.0.2” , owned: true
2025-09-26 12-14-01.277 Thread: 8800 Info Adding update 5 : “7.0.1” , owned: true
2025-09-26 12-14-01.277 Thread: 8800 Info Adding update 6 : “7.0.0” , owned: true
2025-09-26 12-14-01.277 Thread: 8800 Info Update check response: true true
2025-09-26 12-14-14.018 Thread: 8800 Critical Login error 1 Authentication token could not be validated.
2025-09-26 12-14-14.019 Thread: 8800 Info Checking for updates with license date QDateTime(2025-09-27 12:14:14.019 GMT Summer Time Qt::LocalTime)
2025-09-26 12-14-14.019 Thread: 8800 Info Checking for updates at: “https://api.topaz-labs.net/v2/app_state/unauthed”
2025-09-26 12-14-14.019 Thread: 8800 Info Params: QMap((“app_build_type”, QVariant(QString, “RELEASE”))(“app_cname”, QVariant(QString, “VIDEO”))(“app_version”, QVariant(QString, “6.2.2”))(“arch”, QVariant(QString, “x86_64”))(“cpu_supports_avx”, QVariant(QString, “true”))(“license_expiration_datetime”, QVariant(QString, “2025-09-27T12:14:14”))(“os_type”, QVariant(QString, “windows”))(“os_version”, QVariant(QString, “10.0”))(“supports_patch”, QVariant(QString, “true”)))
2025-09-26 12-14-14.020 Thread: 8800 Info Sending tracking event: “Auth State Changed”
2025-09-26 12-14-14.158 Thread: 8800 Info Found 7 new app versions
2025-09-26 12-14-14.158 Thread: 8800 Info Adding update 0 : “7.1.4” , owned: true
2025-09-26 12-14-14.158 Thread: 8800 Info Adding update 1 : “7.1.3” , owned: true
2025-09-26 12-14-14.158 Thread: 8800 Info Adding update 2 : “7.1.1” , owned: true
2025-09-26 12-14-14.158 Thread: 8800 Info Adding update 3 : “7.1.0” , owned: true
2025-09-26 12-14-14.158 Thread: 8800 Info Adding update 4 : “7.0.2” , owned: true
2025-09-26 12-14-14.158 Thread: 8800 Info Adding update 5 : “7.0.1” , owned: true
2025-09-26 12-14-14.159 Thread: 8800 Info Adding update 6 : “7.0.0” , owned: true
2025-09-26 12-14-14.159 Thread: 8800 Info Update check response: true true
2025-09-26 12-14-41.185 Thread: 8800 Info Opening current log C:/Users/nandr/AppData/Roaming/Topaz Labs LLC/Topaz Video AI/logs/2025-09-26-12-13-19-Main.tzlog

Andy

[Chamberhouse]

I tried uninstalling and re-installing v6 from scratch which didn’t work.

I then updated to TVAI 7.1.4 on the Windows PC but the same problem occurred - refused to authenticate again, giving the same obviously wrong reason as incorrect email or password.

Only after finally giving in and installing Topaz Video v1 did that work - and also fixed the issue with the previous versions not authenticating. Naturally, I’ve gone back to TVAI v6.

Hopefully this info might be helpful to someone else in a similar situation.

[margaux.topazlabs]

Hi Andy,

Thanks for sharing the details and especially for following up with what worked for you. That’s really helpful context for us (and for other users who might run into the same authentication loop).

I’ll pass this along to the team so they can review what happened.