Cannot update

[melynda.munden]

There are 7 updates, however after multiple attempts on different days pm different WiFi, I am reaching out.

When I open the application, the the notice of the updates available, I click this, the download begins, and after approximately 26 percent, the notice of “installer failed to download” and then it closes

[john.topazlabs (John S)]

We’ve had a few users report this issue and our development team is currently investigating why this has happened with the most recent version release. To help get the team some more information, can you confirm with me if you are using the in-app update option or if you are using another link to update when you received this error message?

Please follow the directions below to help with this installation process as well give us a better understanding as to why this error is happening:

First, please disable antivirus, firewall, VPN, or proxy that may be on your computer. These are known to block the installer from downloading the model files. Then, please follow the below instructions to get the installer log for Topaz Photo AI.

1. Delete all Photo AI installers from your Downloads folder.

2. Download the latest Topaz Photo AI installer from the following link: Topaz Labs Download Page

3. Make sure the installer is in your Downloads folder and has the filename: TopazPhotoAI-3.2.2.msi

4. Open Command Prompt from your Start menu. You can type in Command Prompt in Search and open it.

5. Copy and paste “cd downloads” (without the quotes) into the Command Prompt and hit Enter.

6. Copy and paste “msiexec /i TopazPhotoAI-3.2.2.msi /l*v logfile.txt” (without the quotes) into the Command Prompt and hit Enter.

7. The installer should open up. Run it as usual.

8. After the installation finishes, please send me “logfile” created in your Downloads folder.

This should show me exactly what is happening in the installer blocking the internet connection if the issue isn’t any of the above security applications.