Crashes always when starting "REMOVE"

Log File
2024-10-14-17-58-42.tzlog (15.9 KB)

Topaz Photo AI [v3.2.2] on [Mac/Sequoia, updated]

Installed latest version of Topaz Photo AI, after I encountered the problem with the previous version. For getting the latest version, I bought subscription (didn’t realise that “upgrade” is only an annual subscription).

For the previous version (owned outright), it helped for a time to update Sequoia and re-install Topaz Photo AI. Complete Shut down of Mac and restart But then the problem recurred again.And the previous “solution” did not help. And this solution does not help with the latest version either (also there is presently no further Sequoia update). Now I am stuck.

Thanks in advance for your help.

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I’m having the same problem. Photo AI crashes when I try to use REMOVE.

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.

Dear John

Thank you. Strangely, it started working again a few hours after I sent my report.

Maybe the problem - and some other issues, like very, very, very long exporting time - had to do with the fact that only roughly 25 GB free storage were left on my harddrive?
Generally, I have the impression that the new version demands more calculating power than the previous one.

On the other hand, at least in the previous version, I got an alert if the free disk space was insufficient, and the app didn’t just quit (which it shouldn’t), but kept running, though more slowly.

Finally: I sent the log file, which you don’t mention at all. Is there nothing to learn from the log file?
Can you respond to this question regarding the log file before I delete the plist files (all the other steps of the instructions are „checked“).

Best regards,

Thomas Meili
morusth@gmail.com

I’m glad to hear that things are back working for you :slight_smile:

The log file you sent in was incomplete and does not show the information regarding a crash when using the Remove. If you continue to have problems you can zip the whole log folder and send that in to us here or you can reach out to us at anytime by sending an email to help@topazlabs.com

Unfortunately the problem didn’t magically disappear in my case, so I followed the steps that you suggested to delete the Plist files, I don’t have any plugins, I also don’t use Firewall, VPN, proxy, etc, and I also reinstalled the app. However, nothing helped.

I’m attaching my logs here: logs.zip (24.7 KB)

I have a MacBook Pro M2 Max 64 Gb. I’ve been using Photo AI for around 2 years with this computer and it’s the first time I have a problem.

Wow, your Mac seems to be 10 times more powerful than mine (M1, 8GB RAM). And I thought the issue might be linked to RAM capacity. So, definitively not.

Regards
Thomas Meili
morusth@gmail.com

Now it starts again. Crashes whenever I starte „Remove“.
Before, I observed that exporting was becoming extremely slow again.

As Egidio reported, the recommended steps will not help.
Have attached all available log files, don’t know immediately how to do zip.
I would rather like to know the cause than try and error.

And, since I did the annual subscription by error (cancelled it already by the end of the annual term), can I cancel the subscription immediately, get a refund, and go back to the old version which I own outright?

This will not solve my technical problem, but at least the other problem having spent roughly USD 100 for a software version with not tangible advantages for me over the old version.

Many thanks in advance.

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Filter Plugin Log.txt (5.08 KB)

lastSessionFiles.txt (79 Bytes)

Ok, I managed to find a solution for my case:

  1. Close Topaz Photo AI.
  2. Go to the folder ~/Library/Caches in your computer and delete any folder with “topaz” in it.
  3. After doing this the Remove filter started to work again.

@john.topazlabs I would suggest two actions to Topaz here:

  1. In the troubleshooting session of Topaz site, I would include the instructions to delete the app cache when a problem happens.
  2. Even if deleting the cache solves the problem for some people, I would strongly recommend the dev team to investigate this issue further. Ideally the cache files shouldn’t get corrupted, but if they do I would expect Topaz Photo AI to detect this and discard the cache files automatically. I searched the forums and apparently there are many other people having this same problem.

Thanks.

Followed all the steps.
Found 6 Topaz plist files, deleted all of them, re-installed, restarted.
To no avail.
Did everything a second time, including deleting the one single Topaz plist file.
To no avail.
HELP!
Attached are the log files.

Archiv 2.zip (758 KB)

If you are still experiencing problems please send us an email at help@topazlabs.com

Thank you. Will do.

Regards,
Thomas Meili
morusth@gmail.com

1 Like