Crash

[steven.b.meisel]

Version 3.3 on Mac Sonoma 14.6.1

Continual crashing when attempting to add a 2nd sharpening instance to a RAW file. This has never happened with prior versions.

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Topaz Photo AI [v1.x.x] on [Windows/Mac]

[john.topazlabs (John S)]

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?

• How To Obtain Your System Profile (Mac)

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.

Dropbox File Request

[steven.b.meisel]

Here you go. Need anything else??

It may not be relevant but I am also attaching the RAW file I was trying to work with. If you notice, the near mallard is a bit softer than the distant one. So I was trying to add a 2nd instance of sharpen to the near mallard and perhaps use a different sharpening model. Since this kept crashing I decided to try the beta super-sharp feature. After almost an hour of waiting the preview seemed pretty decent. But now it is taking about as long to write the file. I know this is beta and that you all are keenly aware of the slow speed of this module but I hope you realize that performance will have to be several orders of magnitude faster for this to be useful.

Mallard 10-21-2024.ORF

lastSessionFiles.txt (55 Bytes)

MacBook Pro.spx (7.65 MB)

2024-10-21-15-30-13.tzlog (79.6 KB)

2024-10-21-15-12-58.tzlog (1.6 MB)

2024-10-21-15-26-43.tzlog (478 KB)

Filter Plugin Log.txt (8.8 KB)

[john.topazlabs (John S)]

Please follow the instructions below to perform a clean install to troubleshoot better why you had this problem with Topaz Photo AI:

1. Be sure you have fully closed any plugins, such as Lightroom Classic, Photoshop, etc.
2. Clear any previous plist files on your computer for Topaz Photo AI | Topaz Photo AI | plist Files Mac
3. Disable any antivirus, firewall, VPN, or proxy software that might be active on your computer. These tools sometimes interfere with the installer’s ability to download the model files.
4. Ensure that the Topaz Photo AI installer has all the proper settings in your system by going to your Mac System Settings > Privacy & Security tab and scrolling down to the security section. You will want to make sure you have ‘App Store and identified developers’ selected | MacOS | Example of Proper System Preferences
5. Rerun the installer. You can download a new installer from your account’s download page | Topaz Labs | My Account | Download Page

Let me know how that goes for you and I’ll keep an eye out for your reply.

[steven.b.meisel]

OK. I did all of that and ended up with the identical problem.

One additional tidbit: it crashed when I tried to change the selection for sharpening away from “all” or “subject” to “custom”. I didn’t even get far enough to click on “custom” when it crashed. Here are the log files.

BTW, despite the insanely long processing time, I was very impressed with the results of the “super sharpen” feature on this image (the one I sent yesterday). I’ve attached the final JPG for your interest.

2024-10-22-12-44-5.tzlog (112 KB)

2024-10-22-12-45-6.tzlog (15.9 KB)