Cloud Rendering Failures and Troubleshooting

Topaz Video Bugs and Issues
1

If you experience a cloud render failing, there are a few things to keep in mind before opening a new bug report.

Credits are automatically returned

If a cloud render fails, your cloud credits are automatically returned to your account.

You can review your cloud credit usage history here.

Why cloud renders can fail

Cloud rendering failures can happen for several reasons:

1. Temporary connection issues
A brief interruption in your internet connection during upload can cause the job to fail.

2. Input file issues
Certain files may have metadata, codec, or container issues that cause the processing job to fail.

3. Temporary server-side issues
Occasionally a job may fail due to temporary server-side conditions.

First troubleshooting step

If a render fails, the first step is simply to run the job again. In many cases the next attempt will complete successfully.

If the issue continues

If your cloud renders consistently fail, please gather the following information and contact support:

1. Request ID

  • Click the three-dot menu next to the cloud job
  • Copy the Request ID

2. Application logs

To gather logs, please open the app and select Help > Logging > Get Logs for Support and attach the zip file to your reply.

Then send the Request ID and logs to:
help@topazlabs.com

Videos stuck in Cloud Export purgatory and costing me credits still?
3

Been processing now for a few hours whereas all my others of similar size took about 3-6mins - this one is more or less the same length and it’s been stuck processing at about 75% for 2hrs — do I cancel it and try again and if I do, do I loose the credits it’s consumed too?
Render ID 019cbb9e-44fd-75c8-8b3a-6fc68082fec4

4

I cancelled it and resubmitted and it’s now failed twice. eg. “Processing has failed”.
So dare I try again? I assume each time I submit it costs me credits whether it successfully processes or not?

5

If the file is not processed due to a server side issue, then the credits are rolledback to your account.

If you cancel it after it starts processing though, then only the unused portions of the cloud credits will be rolled back.

If you continue to have issues with the cloud workflow, please pull the logs from the app and the render ID’s to send to the support team at help@topazlabs.com.

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

Done. Email sent. : )

1 Like
7

I updated to the newest Topaz Video, and since I have some credits, I thought I would try Starlight on the cloud. However, any video I have tried to upscale with has failed with the message “Preprocessing failed.” I have tried h264, prores 422 hq, mp4, mov, mkv, a variety. I’ve tried using videos that were both longer and shorter than the three minute limit. I’ve tried 720p to 1080p, 1080p to 4k, 720p to 720p, and 1080p to 1080p. 24p and 30p. I get the same result with Starlight Sharp. I have tried on 10g ethernet and on wifi. I have of course rebooted the application and computer itself more than once.

I am on a Mac Studio M2 Mac with 32GB RAM. macOS 26.0.1. I also tried on macOS 25 and got the same error.

8

Can you grab the logs from the app to send to the support team for review? Help@topazlabs.com

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

9

This topic was automatically closed 60 days after the last reply. New replies are no longer allowed.