Download not going thru from app

[senti3323]

when downloading update from the app.it does download atleast it shows, but not really going thru. hows is that? it does to me ever since i bought it

[john.topazlabs (John S)]

First, please disable antivirus, firewall, VPN, or proxy that may be on your computer. These are known to block the installer from downloading the model files. Then, please follow the below instructions to get the installer log for Topaz Photo AI.

1. Delete all Photo AI installers from your Downloads folder.
2. Download the latest Topaz Photo AI installer from your the following link: Topaz Labs Download Page
3. Make sure the installer is in your Downloads folder and has the filename: TopazPhotoAI-3.3.1.msi
4. Open Command Prompt from your Start menu. You can type in Command Prompt in Search and open it.
5. Copy and paste “cd downloads” (without the quotes) into the Command Prompt and hit Enter.
6. Copy and paste “msiexec /i TopazPhotoAI-3.3.1.msi /l*v logfile.txt” (without the quotes) into the Command Prompt and hit Enter.
7. The installer should open up. Run it as usual.
8. After the installation finishes, please send me “logfile” created in your Downloads folder.

This should show me exactly what is happening in the installer that is blocking the internet connection if the issue isn’t any of the above security applications.