I installed the latest 3.0.3 Photo AI update yesterday (1st June) and I’m now having problems, sometimes it will load up to preview stage before crashing and other times it crashes before the preview is complete.
Is there a way to go back to the previous version as this is not working at all for me.
hi. I updated to v3.0.3 yesterday and the program does not work, it crashes, locks up. I find I need to hover over the righthand top expand icon to initiate something to work. I also tried to activate my account and it led me to subscride again which I did and it still does not work. frustrating is not the word.
@trevor.baker-6928 @dazeaton58
I’d like to get some more information to help troubleshoot the problem you are having.
Could you send us your computer’s full system profile?
Also if you can, 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.
If you would prefer you can securely submit your files(s) to my Dropbox using the link below. Make sure to send me a note to let me know you sent something. 
Mine won’t load a pic. Can’t get the log files - it doesn’t find a log folders at all. This is what I get from Event Viewer. Will send dxdiag.
Faulting application name: Topaz Photo AI.exe, version: 3.0.3.0, time stamp: 0x66590184
Faulting module name: Qt6Core.dll, version: 6.6.1.0, time stamp: 0x6556fafd
Exception code: 0xc0000005
Fault offset: 0x00000000000fffea
Faulting process ID: 0x0x9C8
Faulting application start time: 0x0x1DAB59BE569CB70
Faulting application path: C:\Program Files\Topaz Labs LLC\Topaz Photo AI\Topaz Photo AI.exe
Faulting module path: C:\Program Files\Topaz Labs LLC\Topaz Photo AI\Qt6Core.dll
Report ID: 25199af1-9f6a-4042-9d9b-1864f1dffe16
Faulting package full name:
Faulting package-relative application ID:
Hi John, I have uploaded a folder to Dropbox ‘Trevor B Topaz AI 303’
The program loads and stays open until I open a CR3 file, it generally starts to analyze but then crashes, sometimes it will get a bit further and then crash.
It was fine with the last version and has only caused problems with 3.0.3
I have only recently swapped to this laptop as my old one developed problems.
regards
Trev
Hi John, did you get all the files in Dropbox, just wondering if it is possible to go back to the previous version as a work around for now.
regards
Trevor
Thanks for sending in those files, and sorry for missing your initial reply on here.
We are still investigating why this crash is occuring for you, in the meantime I would recommend using the following link to revert back to a previous working version as you suggested:
Hi John. I went to 3.0.3 with the new nVidia driver and it at least opens, loads pics and processes. It can also export standalone. But it still can’t export properly to/from LRC. In Edit In… approach from LRC, it gives an error Error: Cannot open output file. In Plugin Extras…it just stalls on exporting. Unfortunately whenever I click log file folder, it shows nothing. Nothing moves. The first time I did it, it showed the root folder of the C drive. Now … zero. Same for show presets folder. Same problem on different versions as well.
Hi John, how is the investigation going, I tried going back to 3.0.2 and even 3.0.1 with very little success so now out of desperation I am trying 3.0.4.
All versions seem to show the same problem in that its mainly the sharpening that crashes it, another thing that I have noticed is that it seems to lose its way in the order that it does things ie it goes from preview back to initializing.
Please let me know if you have any answers.
regards
Trevor
Would you mind trying to replicate this issue on v3.0.4 and 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 submit your files to my Dropbox from the thread above.
Hi John, log folder uploaded to Dropbox.
regards
Trevor
From reviewing your log file from v3.0.4 it appears that this crash is occurring while the application is trying to use your GPU.
To help troubleshoot this can you try adjusting your AI Processor to your CPU and see if this crash still happens? You can find this option by going to Preferences > General and selecting your CPU under AI Processor.
Hi John,
Thank you.
I changed to CPU and yes it works, the first file saved as a dng and every one since then has saved as tiff’s with the save time varying from 5 to 8 minutes, the main thing is that it’s now usable and yes it would be nice to save as dng’s and a bit quicker.
regards
Trevor
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