Crashing on opening bothraw and jpeg

Topaz Photo AI Bugs and Issues
1

I bought the newest version of Topaz the beginning of September. I was finally able to upload some pictures to my computer and try to process. When opening the app, noted that an upgrade was available and did so. Ver 3.2.2 was installed. The app immediately crashes now with any type file used, either as a plugin from photoshop or alone. A box briefly pops up that says “Topaz has crashed” and disappears. I am not very computer smart, but get by.
Needless to say, my frustration level is high as I have some lovely pictures to process. I recently purchased a Nikon z6iii, and have questioned if that is a problem, as photoshop will not open raw files from this camera.

Steps to reproduce issue:

  1. Step 1: open app
  2. Step 2: open jpg or nef
  3. Step 3: immediate crash

Topaz Photo AI [v3.2.2] on [Windows]

2

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. :slight_smile:

Dropbox File Request

3

Hello John,

I just upgraded to V3.2.2 of Photo AI 3 today and am having the same issue as the above user. I’ve tried both reopening a recent file and dragging and dropping a new file and Photo AI shows the Analyzing progress bar for a few seconds and then crashes. I’m running Windows 11 Pro 23H2. Dead in the water until this is fixed!

4

Would you mind sending over the requested information from the posting above?

5

I hope this is what you want, I cannot get topaz to stay open past “analyzing”, it immediately disappears.

DxDiag.txt (84.3 KB)

6

John,

I just uploaded the requested files to your DropBox. I included all my log files from yesterday. They’re from a number of different crashes, some new files, some previous, both JPG and TIFF. Hope there’s something useful in there!

Thanks!
Bill

7

I just realized I missed the Installer Log so I’ve uploaded that as well now. Sorry!

Bill

8

Your machine’s RAM only shows 12 GB, but our minimum application requirement is 16GB.

It is recommended that v3.0.4 or v2.4.2 be used, which may give you a more stable application for this machine. You can use the following links to download these installers for your review:

Let us know how that goes for you or if you have any issues in reverting to the previous versions releases. Also, if you have access to another computer, we can check its compatibility.

11

Hi John,

I realize I sort of injected my problem into the middle of someone else’s issue because I had the same problem. However, the cause doesn’t seem to be the same. I see he only had 12 GB of memory whereas I have 32 GB. Are you still looking at my data, or should I be opening a new issue in order to separate it from cadahare’s?

Bill

12

@kayakr - Had a look at your System Profile. I’d like you to update your Intel card driver and then reboot as a first step.

Driver: https://www.intel.com/content/www/us/en/download/776137/intel-7th-10th-gen-processor-graphics-windows.html

Let us know how that goes!

1 Like
13

Hi there. I upgraded my driver as recommended and that seems to have done the trick. I was able to load a couple of pictures that I tried recently that crashed Photo AI and they seem to work fine now. I don’t have a lot of time to test right now, I’ll give it a good workout over the weekend and let you know how it goes. Thanks for the help!
Bill

14

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