[Crash on ARC Intel card] - v3.2.1 and up Fails/Hangs on ARC card

Upgraded to Topaz Photo 3.2.1 AI today from 3.2.0

After the upgrade, any attempts to open a RAW image taken with a Sony A7Cr bombs. Sometimes it hangs when analyzing the image, sometimes it hangs when applying the RAW Denoise, sometimes it actually lists an uspecific falure in the RAW Denoise. If I can manage to get through all of that (that happned only once before I reverted to 3.2.0), it will then hang when exporting the image.

Reverting to version 3.2.0 resolves the issue.


Topaz Photo AI [v3.2.1] on [Windows]

Please send me your system profile information so I can check if your computer hardware is up to date.

You can securely submit your files(s) to my Dropbox using the link below.

Please be sure to send me a note here to let me know you sent something.

Done.

Thanks for sending in that information.

I want to see if updating your GPU driver will resolve the problem, as there is a more up-to-date driver that has been released.

Please use the following link to update your driver:

https://www.intel.com/content/www/us/en/products/sku/229151/intel-arc-a770-graphics-16gb/downloads.html

After the update, let me know if you are still experiencing the problem.

No Joy.

Steps:

Updated the Intel ARC Driver from 6078 → 6079
Upgraded from Topaz 3.2.0 → 3.2.1

Issue is unchanged. RAW Photo taken with a Sony A7Cr (firmware 1.02) either hangs at Analyzing or produces an unspecified error (with it hanging far more often than erroring out):

Also upgraded from 3.2.1 → 3.2.2. No difference,

Reverting to 3.2.0 makes it all happy again.

Would you mind sending in the file that you are having trouble with while using Photo AI to see if this occurs on our machines?

You can securely submit your image(s) to my Dropbox using the link below.

Dropbox File Request

Please be sure to send me a note to let me know you sent something.

Done.

You have the image that was in the screenshot. Just for the record however, this issue is occuring with any RAW image taken with my A7Cr.

Updating to keep this from closing.

Installed 3.3.1 this weekend just to see if the issue with opening Sony A7Cr RAW files has been fixed. It hasn’t.

Screenshot (510)

Again, rolling the software back to 3.2.0 fixes the issues and is allowing me to use the product, albeit without any of the new features that are being rolled out.

Intel drivers are current (6130) as well as the camera firmware (1.02)

Can you please try to recreate this crash in Topaz Photo AI, then go to Help > Open Log Folder, please send me all of the files within that folder. You should be able to attach them directly as a response to this thread.

You can send these files to me using the Dropbox link above. Please be sure to send me a note once you have sent these files in.

Upgraded from 3.2.0 to 3.3.2 this morning and to The Intel ARC 6297 video driver a few days ago. Cleared the log files before launching any sessions and then opened the “Whale Tail” image that has been the baseline for this.

On the 1st open/manipulation of the image it actually appeared to process. However opening it or any subsequent image taken with my Sony A7Cr (still on firmware 1.02 as there has been no update there) yielded the same hangs/failures to process as every version after 3.2.0

Rolled back to 3.2.0 and things work again.

Log files uploaded.

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

Upgraded to Topaz Photo 3.4.1 AI today from 3.2.0

After the upgrade, any attempts to open a RAW image taken with a Sony A7Cr bombs. Sometimes it hangs when analyzing the image, sometimes it hangs when applying the RAW Denoise, sometimes it actually lists an uspecific falure in the RAW Denoise. If I can manage to get through all of that (that happned only once before I reverted to 3.2.0), it will then hang when exporting the image.

Reverting to version 3.2.0 resolves the issue.

NOTE: This is basically a sad continuation of this thread which which was got closed without resolution → Topaz 3.2.1 Fails/Hangs when processing Sony A7Cr RAW Files Basically nothing has changed and I have been unable to use any version since Topaz added “support” for Sony RAW images.

Hello @michael.kohlman -

Merged your threads. We are currently investigating an issue with Intel ARC card, for which our development team is talking with Intel.

To confirm if this is the issue you have, can you test this:

  1. Open Photo AI, and before importing any files, go to Edit > Preferences > General
  2. In the AI Processor drop-down, change the Auto to CPU.
  3. Import a file and process it.

Let me know if CPU works, and I can merge you on here:
https://community.topazlabs.com/t/arc-graphic-card-issue-v3-4-3-only-works-when-ai-processor-on-cpu-and-not-auto-or-arc/86058/5

Apologies for the delayed Reply Ange. In all honestly, I had largely abandoned the program after seeing no resolutions and no follow-ups to my ticket.

I upgraded from 3.2.0 today to 3.4.4 and changed the AI processor settings in general from Auto to CPU.

This does appear to make 3.4.4 functional, but not entirely stable and notably slower than 3.2.0. I’m guessing that this is because the AI processing is no longer using the ARC A770 GPU?

In the dozen RAW images I opened today (all of which were taken with a SONY a7Cr camera using firmware release 1.02) I was able to successfully get past the RAW Denoise stage without hanging or crashing 9 times. twice I had to kill the process after about 10 minutes of nothing happening, and once the application exited out/crashed when beginning to analyze the image. There did not seem to be any related Windows Event Log errors to the single crash event.

Current Windows version is 24H2 (26100) and the current Intel ARC driver is 32.0.101.6460

CPU is an Intel Rocket Lake i7 with 64GB of RAM. System is rock-stable with other applications, at this time this is the only one that is causing me grief.

For now, I will continue to stay with 3.4.4 and see how it goes and make notes of any issues that come up.

Hello,

Unfortunately, because this has to be tackled with both Intel and Photo AI’s development team, it can take time. Until there is a resolution, the workaround is to put the AI Processor to CPU in Preferences.

We will circle back here when we have updates and new Intel drivers to test to fix this!

Putting this for others that experience this >> The current workaround, If already tested being on the latest driver, is to be on Edit > Preferences > General > AI Processor > CPU, until the issue with Intel is resolved.

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Occurs when using new features such as “Super Focus” particularly, but crashes when Denoising as well. Switching to “CPU” slows things down to a crawl…

Hello,

Seeing your support email with Alexandre. Make sure to send him the info he requested. I suspect it may be an issue that our development team is talking with Intel about some of their ARC driver updates. We will need your System Profile to send to Intel.

I’m glad to hear that it is being researched. Thanks for the response!

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Merged